Shipping policy

SHIPPING POLICY

Last Updated: December 11, 2024

INTRODUCTION

At ReBOTTLE (operated by Cork Studio), we ship our handmade cork-coated water bottles globally. This Shipping Policy explains our shipping methods, costs, delivery times, and procedures.

Business Information:

  • Company Name: Cork Studio
  • Trading As: ReBOTTLE
  • Address: R. Francisco de Andrade 16B, 2800-080 Almada, Portugal
  • Email: info@re-bottle.com
  • Website: www.re-bottle.com

1. SHIPPING DESTINATIONS

1.1 Global Shipping

We ship to most countries worldwide. If your country is not available at checkout, please contact us at info@re-bottle.com and we'll do our best to accommodate your request.

1.2 Shipping Restrictions

We currently cannot ship to the following:

  • Countries under international trade sanctions
  • Military or diplomatic addresses (APO/FPO/DPO)
  • PO boxes (for some carriers)

If you're unsure whether we ship to your location, please contact us before placing your order.

2. PROCESSING TIME

2.1 Standard Orders

  • Processing Time: 1-3 business days
  • Orders are typically processed and shipped within 1-3 business days after payment confirmation
  • You will receive an email confirmation once your order has been shipped

2.2 Personalized/Custom Orders

  • Processing Time: 3-7 business days
  • Custom engraved ReBOTTLEs require additional production time
  • Personalization adds 2-5 business days to standard processing time
  • You will be notified of expected ship date when you place your order

2.3 Business Days

  • Business days are Monday through Friday, excluding Portuguese national holidays
  • Orders placed on weekends or holidays will be processed on the next business day

2.4 Order Cut-Off Time

  • Orders placed before 12:00 PM (noon) Portuguese time may ship the same business day
  • Orders placed after 12:00 PM will be processed the next business day

3. SHIPPING METHODS AND COSTS

3.1 Standard International Airmail Shipping

We offer straightforward, affordable international shipping via CTT (Correios de Portugal) standard airmail service.

Worldwide Shipping (Excluding USA):

  • Cost: €9.90 flat rate
  • Shipping Method: CTT Standard International Airmail
  • Estimated Delivery Time:
    • Portugal: 2-5 business days
    • Europe: 1-2 weeks
    • North America, Asia, Middle East: 2-4 weeks
    • Other International: 2-4 weeks
  • Tracking: Included

USA Shipping:

  • Cost: €19.90 flat rate
  • Shipping Method: CTT Standard International Airmail
  • Estimated Delivery Time: 2-4 weeks
  • Tracking: Included

Shipping Service Notice:

  • We offer standard international airmail shipping only
  • Express or expedited shipping options are not currently available
  • All shipments are sent via CTT's regular international postal service

Important Notice About Delivery Times:

  • Delivery times are estimates only and are not guaranteed
  • We ship via CTT (Correios de Portugal) and cannot commit to exact arrival dates
  • Actual delivery times may vary due to customs clearance, weather, carrier delays, and other factors beyond our control
  • International shipping times are particularly variable and may occasionally exceed estimated timeframes

All shipping costs will be displayed at checkout before you complete your purchase.

3.2 Free Shipping

Enjoy FREE shipping on orders over €99!

  • Applies to all destinations except USA
  • USA orders: €19.90 flat rate applies regardless of order total
  • Automatically applied at checkout when your order total reaches €99 or more
  • Available on all products (standard and personalized)
  • Cannot be combined with other shipping discounts

Note: The €99 threshold is calculated on product subtotal before shipping costs are added.

4. TRACKING YOUR ORDER

4.1 Tracking Information

Once your order ships via CTT (Correios de Portugal), you will receive:

  • Shipping confirmation email
  • CTT tracking number
  • Link to track your package on the CTT website

4.2 How to Track

You can track your order by:

  1. Clicking the tracking link in your shipping confirmation email
  2. Visiting the CTT website (www.ctt.pt) and entering your tracking number
  3. Logging into your account on our website (if applicable)

4.3 Tracking Updates

  • Tracking information may take 24-48 hours to appear in CTT's system
  • International tracking updates may be less frequent once packages leave Portugal
  • Tracking updates may be delayed during weekends or holidays
  • Contact us if tracking hasn't updated after 48 hours

5. DELIVERY

5.1 Delivery Address

  • You are responsible for providing a complete and accurate shipping address
  • We cannot be held responsible for packages sent to incorrect addresses provided by you
  • If your package is returned due to an incorrect address, you will be responsible for additional shipping costs for reshipment

5.2 Signature Requirements

  • Most shipments do not require a signature
  • High-value orders may require signature upon delivery
  • You can request signature confirmation by contacting us before shipping

5.3 Delivery Attempts

  • Carriers typically make 1-3 delivery attempts
  • If delivery fails, the carrier will leave a notice with instructions
  • Packages not collected within the specified timeframe may be returned to us

5.4 Undeliverable Packages

If your package is returned to us as undeliverable:

  • We will contact you to arrange reshipment
  • You will be responsible for additional shipping costs
  • If you choose not to have the package reshipped, we will issue a refund minus original shipping costs and a restocking fee (if applicable)

6. CUSTOMS, DUTIES, AND TAXES

6.1 EU Orders

  • VAT Included: All prices include VAT for EU customers
  • No Additional Fees: EU customers will not face customs charges

6.2 International Orders (Outside EU)

Important Notice:

  • Customs duties, import taxes, and fees are NOT included in our product prices or shipping costs
  • You (the customer) are responsible for all import duties, customs fees, and taxes charged by your country
  • These fees are determined by your local customs authority and are beyond our control

What to Expect:

  • Your country's customs office may contact you for payment of duties/taxes before releasing your package
  • Refusal to pay customs fees will result in package return, and you will not be refunded for shipping costs
  • Customs clearance can add additional delivery time (typically 2-10 business days)

Estimating Costs:

  • Contact your local customs office for information about potential fees
  • We cannot provide estimates for customs duties or taxes
  • Customs fees vary widely by country and product value

6.3 Customs Documentation

  • We provide all necessary customs documentation with international shipments
  • We declare the full commercial value of your order (as required by law)
  • We cannot mark packages as "gifts" or undervalue items to avoid customs fees

7. SHIPPING DELAYS

7.1 Delivery Times Are Estimates

Important: All delivery timeframes provided are estimates only. We ship via CTT (Correios de Portugal) and cannot guarantee specific delivery dates. Actual delivery times depend on many factors beyond our control.

7.2 Potential Causes of Delays

Delivery times may be affected by:

  • Customs clearance (international orders) - can add significant time
  • Weather conditions
  • CTT or international carrier delays
  • Peak shopping seasons (holidays)
  • Natural disasters
  • Strikes or labor disputes
  • Public health emergencies
  • Incorrect or incomplete shipping addresses
  • Remote or difficult-to-access delivery locations

7.3 Our Responsibility

  • We are responsible for shipping your package promptly from our facility
  • Once the package is handed to CTT, delivery times are beyond our control
  • We cannot be held responsible for delays caused by CTT, customs, or other carriers
  • We will assist in tracking and resolving shipping issues but cannot guarantee delivery dates

7.4 What to Do If Your Package Is Delayed

  1. Check CTT tracking information for updates
  2. Allow the full estimated delivery window to pass before contacting us
  3. Remember that international shipments can take longer than estimated, especially during customs clearance
  4. Contact CTT directly if you have concerns about a specific shipment
  5. Contact us at info@re-bottle.com if your package hasn't arrived well beyond the expected timeframe and we will assist in investigating

8. LOST OR DAMAGED PACKAGES

8.1 Lost Packages

Definition: A package is considered lost if:

  • CTT tracking shows no movement for 20+ business days (Portugal/Europe)
  • Tracking shows no movement for 45+ business days (international)
  • CTT confirms package as lost

Our Process:

  1. We will open an investigation with CTT
  2. CTT investigations typically take 10-20 business days
  3. If confirmed lost, we will either:
    • Ship a replacement at no charge, OR
    • Issue a full refund (including shipping costs)

Note: Given the nature of international postal services, packages are sometimes delayed significantly but not actually lost. We ask for your patience and will work with CTT to locate your package.

8.2 Damaged Packages

If You Receive Damaged Product:

  1. Take photos immediately of:
    • The shipping box exterior
    • The damaged product
    • All packaging materials
  2. Contact us within 48 hours at info@re-bottle.com with:
    • Order number
    • Photos of damage
    • Description of the issue
  3. Do not discard packaging until your claim is resolved

Our Resolution:

  • We will replace damaged items at no charge
  • We will provide prepaid return shipping for damaged items
  • Replacement items will be shipped as soon as possible

8.3 Package Marked as Delivered But Not Received

If CTT tracking shows "delivered" but you haven't received your package:

  1. Check with household members or neighbors
  2. Look around your property (porches, garages, mailboxes, etc.)
  3. Check with your building's management or reception (if applicable)
  4. Contact CTT directly using your tracking number
  5. Wait 24-48 hours (postal services sometimes mark packages delivered early)
  6. Contact us if you still haven't received your package after 48 hours

Note: We cannot be held responsible for packages stolen after confirmed delivery by CTT. However, we will assist you in filing claims with CTT and local authorities if necessary.

9. ORDER CHANGES AND CANCELLATIONS

9.1 Before Shipping

Address Changes:

  • Contact us immediately at info@re-bottle.com if you need to change your shipping address
  • We can update addresses before the order ships
  • We cannot change addresses once the package is in transit

Order Cancellation:

  • You may cancel your order free of charge before it ships
  • Contact us immediately at info@re-bottle.com with your order number
  • Once shipped, you must follow our Return and Refund Policy

9.2 After Shipping

  • We cannot recall packages once they're in transit
  • You may refuse delivery and the package will be returned to us
  • You may return the package following our 14-day Return Policy
  • Standard return shipping costs apply (unless the item is defective)

10. MULTIPLE SHIPMENTS

10.1 Split Shipments

If you order multiple items:

  • We typically ship all items together
  • Items may occasionally ship separately if:
    • Some items are out of stock
    • Items are in different warehouse locations
    • Personalized and standard items are ordered together

10.2 Tracking Multiple Packages

  • You will receive separate tracking numbers for each shipment
  • Each package may arrive on different days
  • You will only be charged shipping once (not per package)

11. HOLIDAYS AND PEAK SEASONS

11.1 Holiday Shipping

During major holidays:

  • Order early to ensure timely delivery
  • Processing and shipping times may be longer
  • Carriers may experience delays
  • We will post holiday shipping deadlines on our website

11.2 Portuguese Holidays

Our facility is closed on Portuguese national holidays:

  • New Year's Day (January 1)
  • Carnival (February/March - varies)
  • Good Friday (March/April - varies)
  • Easter Sunday (March/April - varies)
  • Freedom Day (April 25)
  • Labour Day (May 1)
  • Portugal Day (June 10)
  • Corpus Christi (May/June - varies)
  • Assumption of Mary (August 15)
  • Republic Day (October 5)
  • All Saints' Day (November 1)
  • Restoration of Independence (December 1)
  • Immaculate Conception (December 8)
  • Christmas Day (December 25)

Orders placed on holidays will be processed on the next business day.

12. BULK AND CORPORATE ORDERS

12.1 Large Orders

For orders of 20+ items:

  • Contact us at info@re-bottle.com before placing your order
  • We may offer discounted shipping rates
  • Processing time may be extended
  • Special arrangements can be made for international bulk shipping

12.2 Corporate Gifts

We can arrange:

  • Custom packaging
  • Direct shipping to multiple addresses
  • Branded customization for larger orders
  • Invoicing terms (approved accounts only)

Contact us at info@re-bottle.com to discuss corporate shipping needs.

13. INSURANCE

13.1 Standard Protection

All CTT shipments include:

  • Basic postal insurance (as provided by CTT)
  • Tracking for all packages
  • Careful package handling

13.2 Additional Insurance

  • Standard CTT shipping includes basic coverage
  • For high-value orders, we take extra care in packaging
  • Additional insurance options may be available upon request - contact us at info@re-bottle.com before placing your order

14. PACKAGING

14.1 Our Commitment

We take great care in packaging your ReBOTTLE:

  • Each bottle is wrapped in protective materials
  • Boxes are sturdy and appropriately sized
  • Cork covers are protected to prevent damage
  • Fragile items are clearly marked

14.2 Eco-Friendly Packaging

Whenever possible, we use:

  • Recycled and recyclable materials
  • Minimal packaging to reduce waste
  • Biodegradable packing materials

15. FORCE MAJEURE

We cannot be held liable for shipping delays or failures caused by circumstances beyond our control, including but not limited to:

  • Natural disasters (earthquakes, floods, fires)
  • War, terrorism, or civil unrest
  • Government actions or regulations
  • Pandemics or public health emergencies
  • Strikes or labor disputes (including CTT strikes)
  • CTT or international postal service failures
  • Severe weather conditions
  • Customs delays or restrictions

In such cases, we will do our best to keep you informed and find alternative solutions when possible.

16. CONTACT US

For shipping questions, concerns, or issues:

Email: info@re-bottle.com

Mailing Address:
Cork Studio / ReBOTTLE
R. Francisco de Andrade 16B
2800-080 Almada
Portugal

Response Time: We aim to respond to all shipping inquiries within 1-2 business days.

17. CHANGES TO THIS POLICY

We may update this Shipping Policy from time to time to reflect changes in our shipping practices, carriers, or rates. Changes will be posted on this page with an updated "Last Updated" date.

Your continued use of our website and services after changes are posted constitutes acceptance of the updated policy.

Thank you for choosing ReBOTTLE. We strive to deliver your handmade cork-coated water bottles safely and promptly, wherever you are in the world.