Shipping Policy

This Shipping Policy applies to all orders placed through the Hey Whitening online store.

1. Dispatch Location

All orders are prepared and dispatched from the following location:

Hey Whitening - Rua do Passal 7 - Neiva

Order preparation begins once payment has been successfully confirmed.

2. Shipping Destinations

Hey Whitening ships to Portugal, mainland Spain, several European Union countries, the United Kingdom, Switzerland and Monaco.

The availability of shipping methods depends on the destination country, region and postcode entered by the customer during checkout.

3. Shipping to Mainland Spain

The following shipping options are available for addresses included in the mainland Spain shipping zone:

Shipping method	Price
CTT Standard	€4.90
DPD España – Home delivery	€4.50
DPD Shop Pickup España – Collection point	€4.20

Coverage is limited to the provinces and postcodes included in the “Mainland Spain” shipping zone.

The availability of each shipping method is automatically confirmed during checkout after the delivery address has been entered.

4. Shipping to Europe – Zone A

Zone A includes the following countries:

Austria, Belgium, Germany, France, Italy, the Netherlands, Luxembourg, Czechia, Greece, Hungary, Lithuania, Slovakia, Slovenia, Ireland and Monaco.

Shipping method	Price
CTT – EMS Economy Zone A	€15.90
DPD – Home delivery	€9.90

5. Shipping to Europe – Zone B

Zone B includes the following countries:

Estonia, Latvia, Denmark, Finland, Poland and Sweden.

Shipping method	Price
CTT – EMS Economy Zone B	€15.90
DPD – Home delivery	€9.90

6. Shipping to the United Kingdom

Orders shipped to the United Kingdom are sent using the following service:

Shipping method	Price
CTT – EMS Economy UK	€16.65

As the United Kingdom is outside the European Union, orders may be subject to customs clearance procedures, taxes, import duties or administrative charges.

Where applicable, these amounts are not included in the shipping costs paid to Hey Whitening and are the responsibility of the recipient.

7. Shipping to Switzerland

Orders shipped to Switzerland are sent using the following service:

Shipping method	Price
CTT – EMS Economy Swiss	€14.90

Orders sent to Switzerland may be subject to customs clearance procedures, taxes, import duties or administrative charges.

Where applicable, these amounts are determined by the relevant authorities or local service providers and are the responsibility of the recipient.

8. Shipping within Portugal

The following shipping options are available for deliveries within Portugal:

Shipping method	Price
CTT – Home delivery	€5.50
CTT Pickup – Collection point	€3.90
DPD – Home delivery	€4.50
DPD Shop Pickup – Collection point	€3.55

Free Shipping

Orders with a total value of €120.00 or more qualify for free shipping within Portugal.

The available free shipping method will be displayed during checkout.

9. Delivery Times

Delivery times may vary depending on:

• the destination country and region;
• the selected shipping method;
• the shipping carrier;
• periods of increased demand;
• national or local public holidays;
• customs clearance procedures;
• exceptional circumstances beyond the control of Hey Whitening.

Delivery times provided by shipping carriers are estimates only and do not guarantee delivery on a specific date.

Order preparation time must be considered separately from the shipping and delivery time.

10. Order Tracking

Whenever the selected shipping service includes tracking, the customer will receive a message containing the information required to check the delivery status.

Tracking updates depend entirely on the systems of the relevant shipping carrier.

In some cases, the first tracking update may only appear after the parcel has been collected or received at the distribution centre.

11. Collection Points

For CTT Pickup and DPD Shop Pickup shipping methods, the customer must select or confirm an available collection point.

Once the order has been delivered to the selected collection point, it must be collected within the period specified by the shipping carrier.

If the order is not collected within this period, it may be returned to Hey Whitening. Additional shipping costs may apply if the order needs to be dispatched again.

12. Delivery Address

The customer is responsible for ensuring that all delivery information is complete and correct before completing the purchase, including:

• recipient’s name;
• street name, door number and floor or apartment number, where applicable;
• postcode;
• city or town;
• country;
• telephone number;
• email address.

Hey Whitening cannot be held responsible for delays, returns or unsuccessful deliveries caused by incorrect, incomplete or outdated information.

If an order is returned due to an incorrect address, the recipient’s absence or failure to collect the parcel from a collection point, the customer may be charged the cost of a new shipment.

13. Unsuccessful Deliveries

If the shipping carrier is unable to complete the delivery, it may:

• make another delivery attempt;
• redirect the parcel to a collection point;
• request additional information;
• return the parcel to the sender.

The applicable procedure depends on the shipping carrier’s terms and the selected shipping service.

14. Damaged or Tampered Parcels

Upon receiving the order, the customer should inspect the external condition of the parcel.

If the parcel shows visible damage, signs of opening or possible tampering, the customer should, whenever possible:

• report the issue to the shipping carrier;
• photograph the parcel before opening it;
• keep the packaging, shipping label and all contents;
• contact Hey Whitening as soon as possible.

The customer’s message should include the order number and clear photographs that allow the situation to be assessed.

15. Changes to Shipping Costs

The prices shown in this Shipping Policy correspond to the shipping rates configured on the date of publication.

Hey Whitening reserves the right to update its shipping methods, carriers, delivery zones and shipping costs.

The price applicable to each order will always be the amount displayed and accepted by the customer during checkout.

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