Shipping policy
This Shipping Policy applies to orders placed through the Hey Whitening online shop.
1. Dispatch location
All orders are prepared and dispatched from the following location:
Hey Whitening
Rua do Passal 7, São Romão do Neiva
4935-537 Viana do Castelo, Portugal
Preparation of the order begins once payment has been 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 country, region and postcode entered by the customer during the purchase process.
3. Shipping to Portugal
For deliveries in Portugal, the following options are available:
| 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 value of €120.00 or more qualify for free shipping to Portugal. The free shipping method available is shown during checkout.
4. Shipping to mainland Spain
For addresses covered by the mainland Spain shipping zone, the following options are available:
| Shipping method | Price |
|---|---|
| CTT Standard | €4.90 |
| DPD España, home delivery | €4.50 |
Coverage is limited to the provinces and postcodes included in the mainland Spain zone. Availability is confirmed automatically at checkout once the delivery address has been entered.
5. Shipping to Europe, Zone A
Zone A includes: 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 |
6. Shipping to Europe, Zone B
Zone B includes: Estonia, Latvia, Denmark, Finland, Poland and Sweden.
| Shipping method | Price |
|---|---|
| CTT, EMS Economy Zone B | €15.90 |
| DPD, home delivery | €9.90 |
7. Shipping to the United Kingdom
| Shipping method | Price |
|---|---|
| CTT, EMS Economy UK | €16.65 |
As this is a destination outside the European Union, the order may be subject to customs procedures, taxes, import duties or administrative charges. These amounts, where applicable, are not included in the shipping costs paid to Hey Whitening and are the responsibility of the recipient.
8. Shipping to Switzerland
| Shipping method | Price |
|---|---|
| CTT, EMS Economy Swiss | €14.90 |
Orders sent to Switzerland may be subject to customs procedures, taxes, import duties or administrative charges. These amounts, where applicable, are set by the local authorities and bodies and are borne by the recipient.
9. Delivery times
Delivery times vary according to:
- the destination country and region;
- the shipping method selected;
- the carrier;
- any periods of higher demand;
- national or local public holidays;
- customs procedures;
- exceptional situations beyond the control of Hey Whitening.
The delivery times indicated by the carriers are estimates and do not constitute a guarantee of delivery on a specific date. The order preparation time must be considered separately from the transit time.
10. Order tracking
Whenever the selected service provides tracking, the customer will receive a message with the details needed to check the delivery status.
Tracking updates depend exclusively on the carrier's systems. In some cases, the first update may only occur after the order has been collected or has arrived at the distribution centre.
11. Collection points
With the CTT Pickup or DPD Shop Pickup methods, the customer must select or confirm an available collection point.
After delivery to the selected point, the order must be collected within the period indicated by the carrier. If the order is not collected within that period, it may be returned to Hey Whitening. A new dispatch may require payment of new shipping costs.
12. Delivery address
The customer is responsible for confirming that all delivery details are correct before completing the purchase, namely:
- recipient's name;
- street, door number and floor;
- postcode;
- town or city;
- country;
- telephone number;
- email address.
Hey Whitening cannot be held liable for delays, returns or failure to deliver caused by incorrect, incomplete or outdated details.
When an order is returned because of an incorrect address, the absence of the recipient or failure to collect it from a collection point, the costs of a new dispatch may be charged to the customer.
13. Unsuccessful deliveries
When the carrier is unable to complete the delivery, it may:
- make a new attempt;
- forward the order to a collection point;
- request additional information;
- return the order to the sender.
The applicable procedure depends on the rules of the carrier and of the service selected.
14. Orders that are damaged or show signs of tampering
On receipt, the customer should check the external condition of the packaging. If the packaging shows obvious damage, signs of having been opened or possible tampering, the customer should, whenever possible:
- record the incident with the carrier;
- photograph the packaging before opening it;
- keep the packaging, the shipping label and all the contents;
- contact Hey Whitening as soon as possible at info@heywhitening.com.
The communication should include the order number and photographs that allow the situation to be assessed.
15. Changes to shipping prices
The prices shown in this policy correspond to the shipping rates configured on the date of its publication.
Hey Whitening reserves the right to update the methods, carriers, delivery zones and shipping prices. The price applicable to each order will always be the amount shown to and accepted by the customer during checkout.