Verzendbeleid

Merchant details: Euneque (trade name of Hird Unipessoal LDA, VAT/NIF PT517335298). Registered office: Rua Cidade da Beira 92 1ESQ, 1800-068 Lisboa, Portugal. Email: hello@euneque.com. Phone/WhatsApp: +351 928 412 282.

Where we ship from
All orders are crafted and dispatched from our atelier in Penafiel, Porto, Portugal.

Where we ship to
We currently ship our products to consumers of the following markets: All European Union countries, United Kingdom, Switzerland, Norway, United States of America, Canada and Brazil.

We'll only ship to an address in one of the markets stated above. The following shipping policy applies to the markets we ship to.

Made-to-Order, Delivery Times & Shipping Methods

• All our products are Made-to-order garments: Each piece is hand-made.
• For Europe countries (including UK, Switzerland and Norway) please allow 5-10 business days to receive your product.
  • Production time is estimated between 3-5 business days
  • Transit time is estimated between 2-5 business days
  • Total delivery (Production+Transit) time 5-10 business days
• For Rest of the world (including USA/Canada) please allow 8-15 business days to receive your product.
  • Production time is estimated between 3-5 business days
  • Transit time is estimated between 5-10 business days
  • Total delivery (Production+Transit) time 8-15 business days
• Some product pages may display a general delivery estimate. For destination-specific delivery timing (and any available shipping options), please rely on the delivery estimate shown at checkout.
• You’ll receive a shipping confirmation email with tracking as soon as your order leaves our atelier.
  
• Order cut-off time is 14h00 GMT (Portugal time). Orders after this time will start to be processed the next business day. Business days are defined from Monday to Friday.

• Checkout is the source of truth: The delivery estimate shown at checkout reflects your destination and any carrier constraints, and may differ slightly from the ranges above.
  • Some product pages may display a general delivery estimate. For destination-specific delivery timing (and any available shipping options), please rely on the delivery estimate shown at checkout.
• We use the following carriers to ship your product:
  • CTT Expresso
  • DPD
  • UPS

Shipping Fees & Complimentary Delivery

• Clarification on "Free shipping & returns": Shipping is complimentary for all orders. Returns are complimentary for approved returns and when you follow our return authorisation process. Fees may apply in specific cases such as refused/missed deliveries or incorrect addresses (see ‘Address Changes & Delivery Issues’ and Refund Policy).
• Complimentary shipping: We offer free delivery on all orders. We ship our orders with tracking and insurance.
• Shipping is complimentary unless checkout explicitly states otherwise. Any optional paid shipping service (if offered) and any applicable charges are displayed at checkout before you place your order.

Order cancellation / changes

Because many items are made to order, we can only accept cancellation or changes before production starts. Once production has started or materials have been committed to your order, cancellation/changes may not be possible. If you need a change, contact shipping@euneque.com immediately with your order number.

Taxes, Duties & Customs

• EU shipments: VAT handled at checkout; no additional duties on delivery.
• Non-EU shipments: To the non-eu markets we ship Delivered Duty Paid (DDP) meaning duties/taxes are included in the checkout total.”

Order Tracking

Once dispatched, you’ll receive a tracking link. Tracking may take up to 24 hours to activate after the first carrier scan.

Lost, delayed, or tracking issues: If tracking hasn’t updated for an unusual period or your parcel appears delayed, contact us at hello@euneque.com with your order number. We will investigate with the carrier and keep you updated. If a shipment is confirmed lost in transit, we will offer a replacement or a refund (as applicable).

Signature on Delivery

Given the value of our garments, a signature may be required for delivery. If this is not suitable, contact us at shipping@euneque.com to adjust where possible.

Split Shipments

To deliver your order as swiftly as possible, items may ship separately at no extra cost. You will receive distinct tracking numbers for each parcel.

Address Changes & Delivery Issues

• Before dispatch: Email shipping@euneque.com immediately with your order number to request an address update.
• After dispatch: We’ll liaise with the carrier where possible, but changes are not guaranteed.
• Missed/Refused deliveries: If a parcel is returned to us due to an incorrect address, refusal, or repeated delivery failures, we can reship or issue a refund. We'll charge a 50€ processing fee in both cases.

Lost, Stolen, or Damaged Parcels

• If your tracking shows “delivered” but you cannot locate the parcel, contact the carrier and shipping@euneque.com within 1 business day.
• For damage, please email photos of the packaging and item within 1 business day of delivery. We’ll assist with a carrier claim and repair/replacement per availability.

Pre-Orders & Custom Commissions

Pre-order and fully custom pieces follow the timeline communicated on the product page or during consultation. If an order includes both custom and ready-to-ship items, we will ship together based on your preference.

Holiday & Peak Periods

Crafting and transit may extend during peak seasons and public holidays. We’ll communicate any material delays proactively.

Shipping Restrictions

We do not deliver orders to PO Boxes, military addresses, or countries restricted by carriers or international regulations. If your destination is unavailable at checkout, email hello@euneque.com.

PO Boxes clarification: We do not ship customer orders to PO Boxes. Any PO Box listed on our site is for correspondence only and is not a delivery destination for shipments.

Sustainable Packaging

We use plastic-reduced packaging to protect your garment and the environment.

Returns & Exchanges

For returns and exchanges, please see our Returns Policy and contact returns@euneque.com. 

Free returns apply to approved returns. Fees may apply for refused/missed deliveries or incorrect addresses.

Shipping is free. If a paid shipping option is offered in the future, shipping charges are non-refundable except where required by law.

How we operate

Euneque pieces are made to order in Portugal. We keep it simple and transparent: you choose what you want, we craft it for you, then we ship it with tracking.

1. Your order
   When you place an order, you receive an order confirmation by email. If you contact us before production starts, we can help you validate size, answer fit questions, and confirm details.
2. Materials & options
   Depending on the product, you may choose from our available leathers, colours, and finishes. When leather choice is part of the purchase, we can provide leather samples so you can confirm the look and feel before production moves forward.
3. Crafting (made-to-order production)
   Once the order details are confirmed, your piece goes into production: pattern preparation, cutting, stitching, finishing, and quality control. Because each item is made after purchase, delivery times include both production + shipping.
4. Quality control & packaging
   Every item is inspected before dispatch to ensure construction, hardware, lining, and finishing meet our standards.
5. Dispatch, tracking, and delivery
   When your order ships, you receive tracking information. Import duties/taxes are paid by us. Keep in mind that delivery timelines can vary during peak periods or due to carrier/customs delays.
6. Support
   If you need help with sizing, your order status, or a return request, contact us using the details on our Contact page.

Last updated: Dec 27, 2025.

These website and policies may be available in multiple languages for convenience. In the event of any inconsistency, the English version will prevail except where mandatory law requires the local-language version to prevail.