Frequently Asked Questions
What is the shipping cost and estimated delivery?
Portugal (Mainland)
Orders €49+: Free shipping. 2–4 business days.
Orders under €49: €5 shipping. 2–4 business days.
Portugal (Madeira & Azores)
Orders €49+: Free shipping. 5–10 business days.
Orders under €49: €5 shipping. 5–10 business days.
Europe (EU, outside Portugal)
Orders €79+: Free shipping. 5–10 business days. Duties and taxes included.
Orders under €79: Shipping calculated at checkout. 5–10 business days. Duties and taxes included.
All other countries
Orders €99+: Free shipping. 5–10 business days. Duties and taxes not included.
Orders under €99: Shipping calculated at checkout. 5–10 business days. Duties and taxes not included.
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)
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, email us with your purchase info to suporteonline@pedradura.net Returns are accepted within 14 days after receiving the product.
Warranty and exchanges
All pieces come with a 2-month warranty against manufacturing defects.
Excluded from the guarantee are materials subject to deterioration, oxidation, loss, defects caused by impact, improper use, inadequate maintenance or cleaning, negligence, mishandling, modifications, unauthorized repairs, accidents, or normal wear and tear.
Exchanges and Returns
Exchanges or returns are accepted within 14 days of receiving your order, provided the item has not been used and is returned in its original packaging and with all accompanying documentation.
To request an exchange or return, please contact us at [email/contact].
Shipping costs related to exchanges are the responsibility of the customer, except in cases of defect.
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,contact us to suporteonline@pedradura.net.
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 & debit 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 with your ticket number.
suporteonline@pedradura.net