Frequently Asked Questions
What is the shipping cost and estimated delivery?
Portugal - Orders over 49€ - 2 to 4 business days - Free Shipping.
Portugal - Orders below 49€ - 2 to 4 business days - 5€ Shipping.
Espanha - Orders over 49€ - 2 to 4 business days - Free Shipping.
Espanha - Orders below 49€ - 2 to 4 business days - 8€ Shipping.
Portugal (Madeira & Azores) - Orders over 49€ - 5 to 10 business days - Free Shipping.
Portugal (Madeira & Azores) - Orders below 49€ - 5 to 10 business days - 25€ Shipping.
International - Orders over 49€ - 5 to 10 business days - Free Shipping (Duties & Taxes included).
International - Orders below 49€ - 5 to 10 business days - Automatically calculated at Checkout (Duties & Taxes included)
International standard shipping zones and pricing:
Zone 1 EU (9.50€ - delivery in 5-10 days):
Italy, Germany, Belgium, France, Netherlands, Austria, Denmark, Luxembourg, Poland, Czech Republic
United Kingdom (21€ - delivery in 5-10 days)
Zone 2 EU (14.50€ - delivery in 5-10 days):
Slovenia, Finland, Latvia, Sweden, Switzerland, Bulgaria, Croatia, Slovakia, Estonia, Hungary, Ireland, Romania, Lithuania, Norway
Zone 3 Rest of the World (24.50€ delivery in 10-12 days)*
*some exclusions may apply
Can I change my order?
An order can’t be changed after being paid. If it is necessary to cancel an order and create a new one, contact suporteonline@pedradura.net
How do I make an exchange or return?
To perform an exchange or return, scroll down on this page and fill the form with the necessary information. Returns are accepted within 14 days after receiving the product.
Warranty and exchanges
We give every item 2 months of warranty in case of faulty products.
For Designers (AL and AT), we give 1 year of warranty and 6 months for our bags (LC, BK, BE, SZ, and AB).
For returns, all items can be returned within a maximum period of 14 days after receiving the order.
What is your order’s procedure?
After the order is placed and marked as paid, your order will start being prepared for shipping. Our pieces are subjected to a rigorous quality control to guarantee maximum product quality. As soon as the whole order is ready and billed, an e-mail will be sent with the tracking information - done! The next step is waiting for your order to arrive (check the board above for estimated delivery times).
What should I do if I place an order for countries outside the European Union and my order gets held in customs?
If your order is held in customs, it may be necessary to pay import duties and taxes to release the product. We recommend that you contact the local customs authority for specific information on how to proceed. Unfortunately, we cannot be held responsible for delays or charges resulting from the customs clearance process.
I’ve received a faulty product, what do I do?
If you received a product with a defect or any type of damage, you must fill out the form at the end of this page.
How do I use a promo code?
Promotional codes are inserted on the checkout page when inserting client information.
What payment methods do you accept?
The Pedra Dura online store accepts all major credit cards.
Paypal - With Paypal you can choose between checking out with your Paypal account or with a regular credit card without needing to create or have a Paypal account.
MBway - This payment method is available only for Portuguese originated orders.
If you have any questions, please feel free to contact the Pedra Dura customer support service.
suporteonline@pedradura.net
Portugal - Orders below 49€ - 2 to 4 business days - 5€ Shipping.
Espanha - Orders over 49€ - 2 to 4 business days - Free Shipping.
Espanha - Orders below 49€ - 2 to 4 business days - 8€ Shipping.
Portugal (Madeira & Azores) - Orders over 49€ - 5 to 10 business days - Free Shipping.
Portugal (Madeira & Azores) - Orders below 49€ - 5 to 10 business days - 25€ Shipping.
International - Orders over 49€ - 5 to 10 business days - Free Shipping (Duties & Taxes included).
International - Orders below 49€ - 5 to 10 business days - Automatically calculated at Checkout (Duties & Taxes included)
International standard shipping zones and pricing:
Zone 1 EU (9.50€ - delivery in 5-10 days):
Italy, Germany, Belgium, France, Netherlands, Austria, Denmark, Luxembourg, Poland, Czech Republic
United Kingdom (21€ - delivery in 5-10 days)
Zone 2 EU (14.50€ - delivery in 5-10 days):
Slovenia, Finland, Latvia, Sweden, Switzerland, Bulgaria, Croatia, Slovakia, Estonia, Hungary, Ireland, Romania, Lithuania, Norway
Zone 3 Rest of the World (24.50€ delivery in 10-12 days)*
*some exclusions may apply
Can I change my order?
An order can’t be changed after being paid. If it is necessary to cancel an order and create a new one, contact suporteonline@pedradura.net
How do I make an exchange or return?
To perform an exchange or return, scroll down on this page and fill the form with the necessary information. Returns are accepted within 14 days after receiving the product.
Warranty and exchanges
We give every item 2 months of warranty in case of faulty products.
For Designers (AL and AT), we give 1 year of warranty and 6 months for our bags (LC, BK, BE, SZ, and AB).
For returns, all items can be returned within a maximum period of 14 days after receiving the order.
What is your order’s procedure?
After the order is placed and marked as paid, your order will start being prepared for shipping. Our pieces are subjected to a rigorous quality control to guarantee maximum product quality. As soon as the whole order is ready and billed, an e-mail will be sent with the tracking information - done! The next step is waiting for your order to arrive (check the board above for estimated delivery times).
What should I do if I place an order for countries outside the European Union and my order gets held in customs?
If your order is held in customs, it may be necessary to pay import duties and taxes to release the product. We recommend that you contact the local customs authority for specific information on how to proceed. Unfortunately, we cannot be held responsible for delays or charges resulting from the customs clearance process.
I’ve received a faulty product, what do I do?
If you received a product with a defect or any type of damage, you must fill out the form at the end of this page.
How do I use a promo code?
Promotional codes are inserted on the checkout page when inserting client information.
What payment methods do you accept?
The Pedra Dura online store accepts all major credit cards.
Paypal - With Paypal you can choose between checking out with your Paypal account or with a regular credit card without needing to create or have a Paypal account.
MBway - This payment method is available only for Portuguese originated orders.
If you have any questions, please feel free to contact the Pedra Dura customer support service.
suporteonline@pedradura.net