Fast and Safe Delivery

Delivery Time

 

If the items ordered are available in stock, the minimum estimated delivery time for orders placed and paid until 10:00 a.m. is as follows:

Portugal Mainland: 2 to 6 working days with delivery time from 9 am to 6 pm. Islands: to the delivery time of 2 to 3 working days add the shipping time, as follows:

 

Orders received without reservations imply that they have been received in perfect condition and have not been damaged in transit, so it is essential to place a reservation or check immediately. Otherwise, the customer assumes that the order has been delivered in perfect condition.

 

 

 

These deadlines will not be respected in case of receipt of incorrect data, occasional stock shortages, delays in shipping as well as other reasons of force majeure. If the delivery of your order is taking longer than expected, we ask you to access the link "Order History" on our page to consult the order code and then contact our customer support via email lojaonline.apoiocliente@pollux.pt so that we can check the situation.

 

 

Delivery Charges

 

The orders will have an increase of shipping costs applicable according to the following table:

Mainland Portugal:

 

 

Azores and Madeira:

 

Valid for shipments whose volumetric weight (H x W x L) does not exceed the actual one. The longest side must never exceed 100 cm.

 

Exceptions to these delivery charges are sales of mattresses, whose fixed value per mattress and delivery is 30€. The mattresses are only delivered at home and in a period (morning or afternoon) to be agreed. We will only sell mattresses online if you accept these conditions. Another exception to the table of shipping costs presented above are the Foams whose shipping price is calculated by volumetric weight.

 

Free Store Delivery

 

You can also choose the option of having your order delivered to any of Pollux's stores around the country. No shipping costs, but delivery time depends on the available stock in the stores.

Pick-up from a physical store is free of charge, but always requires confirmation from Pollux to the customer with the date of availability for pick-up, which can be up to 12 working days after payment and order confirmation. If the store indicated for pick-up does not have the items in stock, Pollux will have to send the order from another store and/or warehouse within a few days. Never go to the store to pick up an order without first receiving a confirmation email from us indicating its availability.

 

Problems with delivery

 

When you finalize your order, you are given a number that will serve as a reference for any consultation/complaint you may need to make. At the same time, you will also receive a confirmation e-mail with the details of your order.

If you have not received your order within the expected time, it is possible that it has not been correctly registered (please check that you have received the confirmation e-mail) or that you have given us incorrect address details. In this case, we ask you to check your order details and contact us if you notice any inaccuracies.

 

Shipping Errors or Receiving items in poor condition

 

If you notice any problem with the item you received, please contact our customer service immediately so that we can rectify the situation as soon as possible. The recipient should, whenever he/she detects any anomaly in the delivery, put written reservations on the carrier's delivery sheet to support any possible claim later.

 

Pollux assumes responsibility for any defects of origin or raw material of the purchased product and will repair, exchange or return the product at no cost to the client. The item must be returned in its original packaging and in the same condition in which you received it (complete with all accessories).

Please do not make any returns without prior contact.

 

Change of order data or cancellation

 

To inform us of any change in the order data you have sent us or to cancel your order, please contact us as soon as possible via email lojaonline.apoiocliente@pollux.pt.