Shipping policy.
Last updated: January 23, 2026
This Shipping Policy applies to all orders placed through the Cárte Crème webshop, operated by Cárte Crème, Lda., Rua da Ribeira 20, 2460-812 Turquel, Alcobaça, Portugal.
This policy is intended to provide clear, customer-facing information regarding shipping and delivery and operates alongside our Terms of Service.
1. Shipping origin.
All orders are shipped from Portugal.
2. Shipping regions.
We ship to the following countries:
- All 27 member states of the European Union
- United Kingdom, Switzerland and Norway
- United States and Canada
- Japan, South Korea, Singapore, Hong Kong and Malaysia
- United Arab Emirates and Israel
- Australia and New Zealand
We reserve the right to restrict or refuse shipping to specific countries or regions at our discretion.
3. Processing time.
Orders are processed after payment has been received in full. Processing times are indicative and may vary depending on product availability, pre-orders, or peak periods.
4. Delivery times.
Estimated delivery times are indicative only and not guaranteed. Delays may occur due to customs procedures, carrier issues, force majeure, or other circumstances beyond our control.
5. Shipping costs.
Within the European Union, shipping is included in the purchase price for orders of €550 or more. For orders below that amount, a standard shipping fee of €12.95 applies.
For destinations outside the European Union, a standard shipping fee of €19.95 applies to all orders. Shipping costs are shown at checkout before payment.
If you exercise your right of withdrawal as an EU consumer, we refund the standard outbound shipping cost together with the purchase price, and deduct a flat €35 return shipping fee. See our Return & Refund Policy for the full conditions. In all other cases, shipping fees are non-refundable.
6. Customs, duties and taxes.
International shipments may be subject to customs duties, import taxes, or other charges imposed by local authorities. Such charges are the sole responsibility of the customer and are not included in the purchase price or shipping fees.
We are not responsible for delays or additional costs caused by customs authorities.
7. Risk of loss.
Risk of loss or damage passes to the customer upon delivery to the shipping address provided.
8. Failed or refused deliveries.
If a delivery is refused, returned to sender, or fails due to incorrect address details or non-collection, additional shipping or handling costs may be charged to the customer.
9. Pre-orders and backorders.
For pre-orders and backorders, delivery timelines are indicative and may change. If an order cannot be fulfilled within a reasonable timeframe, we reserve the right to cancel the order and issue a refund.
10. Tracking.
Where available, tracking information will be provided once the order has been shipped.
11. Contact.
For questions regarding shipping, please contact concierge@cartecreme.com or use our contact page.