SHIPPING POLICY

Last updated: July 23, 2026

1. Order processing

Orders are normally prepared and dispatched within 1 to 3 business days after payment has been successfully confirmed.

Business days exclude Saturdays, Sundays and Portuguese public holidays.

During launches, promotional periods, holidays or periods of unusually high demand, order preparation may take slightly longer. Where a significant delay is expected, we will make reasonable efforts to inform the customer.

Order processing time is separate from the estimated transit time provided by the carrier.

2. Shipping destinations

Beni House currently ships to the destinations made available at checkout.

The availability of delivery services, shipping methods and rates may vary depending on the delivery country, postcode, product dimensions, weight and carrier restrictions.

Where a destination is not available at checkout, we are unable to guarantee delivery to that location.

3. Shipping costs

Shipping costs are calculated according to the destination, parcel weight, dimensions and selected delivery method.

The applicable shipping cost will be displayed at checkout before the customer completes the order.

Any delivery promotion, including free shipping, will be subject to the conditions displayed on the Store at the relevant time.

Customers will not be charged additional delivery services without their express agreement.

4. Estimated delivery times

Estimated delivery times are displayed at checkout where available and begin after the order has been dispatched.

Delivery times are estimates only and may vary depending on:

• the destination;
• the selected delivery method;
• the carrier;
• weekends and public holidays;
• weather or transport disruption;
• customs procedures;
• circumstances outside our reasonable control.

Unless a different delivery period has been expressly agreed, orders will be delivered within the period required by applicable consumer law.

Under EU consumer rules, goods should generally be delivered within 30 days unless the customer and seller have agreed to another delivery period.

5. Order tracking

Where tracking is available, the customer will receive a shipping confirmation email containing the relevant tracking information.

Tracking information may take some time to become active after the parcel has been handed to the carrier.

Customers are responsible for monitoring the tracking information and ensuring that someone is available to receive the order where required.

6. Delivery address

Customers are responsible for providing a complete and accurate delivery address at checkout.

Please contact us immediately at housebenih@gmail.com if you notice an error in the delivery address.

We cannot guarantee that an address can be changed after an order has entered preparation or has been dispatched.

Where an order is returned to Beni House because:

• the address provided was incorrect or incomplete;
• the customer refused delivery;
• the parcel was not collected within the carrier’s collection period;
• repeated delivery attempts were unsuccessful for reasons attributable to the customer;

the customer may be responsible for the reasonable cost of reshipping the order.

Any refund requested in these circumstances will be handled in accordance with applicable law and our Returns and Refund Policy.

7. Delayed orders

If an order has not arrived within the estimated delivery period, please first check the tracking information provided by the carrier.

You may then contact us at housebenih@gmail.com, including your order number, so that we can investigate the delivery.

Where delivery is delayed beyond the agreed period, the customer may be entitled to grant an additional reasonable delivery period and, where legally applicable, cancel the contract if delivery is still not completed.

8. Lost parcels

If tracking indicates that a parcel may have been lost, please contact us at housebenih@gmail.com.

We will open an investigation with the carrier and take the appropriate steps based on the outcome.

The customer will not be required to bear the loss of a parcel while the risk remains with Beni House under applicable law.

9. Damaged parcels

Please inspect the parcel and products as soon as reasonably possible after delivery.

If an order arrives damaged, please contact us promptly at housebenih@gmail.com and provide:

• the order number;
• photographs of the external packaging;
• photographs of the shipping label;
• photographs or videos clearly showing the damaged product.

Customers should retain the product and packaging until the claim has been assessed.

Where the product was damaged during delivery, Beni House will provide an appropriate solution in accordance with applicable consumer law and our Returns and Refund Policy.

For consumer deliveries, the seller remains responsible for damage occurring during transport until the goods are received by the customer.

10. Separate shipments

Where an order contains multiple products, the items may occasionally be dispatched in separate parcels.

Where this happens, the customer may receive more than one tracking number.

The customer will not be charged additional shipping costs solely because Beni House chooses to divide an order into separate shipments.

11. International orders and customs

For orders delivered within the European Union, customs duties will generally not apply.

For deliveries outside the European Union, the recipient may be responsible for:

• customs duties;
• import VAT or taxes;
• customs-clearance charges;
• carrier handling fees;
• other charges imposed by the destination country.

These charges are not controlled by Beni House and are not normally included in the product or shipping price unless expressly stated at checkout.

Customers are responsible for confirming any import restrictions applicable in the destination country.

If an international parcel is refused because of customs charges or import restrictions, any refund will be assessed after the parcel has been returned to Beni House. Reasonable costs that we are legally permitted to deduct may be deducted from the refund.

12. Delivery restrictions

Certain products may be subject to destination-specific carrier, safety or regulatory restrictions.

We reserve the right to cancel and refund an order where we are legally or operationally unable to ship a product to the selected destination.

13. Contact information

For questions regarding shipping or delivery, please contact:

Beni House
Operated by: Carlos Lopes Silva
Email: housebenih@gmail.com
Telephone: +351 910 797 164
Address: Rua Cidade de Fafe, No. 10, Silvares (São Martinho), 4820-713 Fafe, Portugal
Tax identification number: 213684705
VAT number: PT213684705