Shipping Policy
The time needed to receive your order includes production and delivery. Count in working days, from payment confirmation, for mainland Portugal:
- Light-up plaques and lamps: 4 to 6 working days
- Tiles, mugs and necklaces: 5 to 7 working days
- Frames and maps: 6 to 8 working days
- Hand-drawn portraits and personalised clothing: 9 to 11 working days
Each product page shows the estimated delivery date for your order.
Delivery (tracking number included)
Free delivery to mainland Portugal and Spain on orders of €59 or more.
- Mainland Portugal: included in the times above, €3.90
- Madeira and the Azores (sea): add 9 to 15 working days, €5.90
- Madeira and the Azores (air): add 6 to 9 working days, €9.90
- Spain: add 2 to 4 working days, €4.90
- Other European Union countries: add 4 to 8 working days, €9.90 (EU customers do not pay additional customs duties)
Where we deliver: Portugal, Spain and the following EU countries: Austria, Belgium, Czechia, Denmark, Estonia, Finland, France, Germany, Greece, Hungary, Italy, Latvia, the Netherlands, Poland, Slovakia, Slovenia and Sweden. We do not currently deliver to other destinations.
Important notes
- Our EU customers will not have to pay any extra customs fees.
- The tracking code is sent by email and only starts updating once the order has been shipped.
- Shipping times are in working days and are estimates: they can vary due to failed delivery attempts, the carrier, weather conditions, festive seasons and other factors.
- The total production and shipping time only starts counting once payment has been confirmed.
Festive seasons
During festive campaigns (Mother's Day, Father's Day, Christmas, Valentine's Day) we announce on the website an order deadline with delivery guaranteed in time for the date. That deadline takes priority over the normal times: order by then and your gift arrives in time. Outside those campaigns, the normal times above apply.
Tracking not moving?
After dispatch, tracking can take up to 24 hours to show the first scan, and pauses of 1 to 2 working days between updates are normal.
If the tracking shows no movement for more than 10 working days (20 working days for international shipments), email us at geral@iframe.pt with your order number: we open a claim with the carrier and, if the parcel is confirmed lost, we make and ship your order again, at no cost.
Marked as delivered, but nothing arrived?
It rarely happens, but there is a solution. Please check these first:
- Confirm the address on your order and ask neighbours, the building reception or family whether they received it for you;
- Check your letterbox and any collection notice (some deliveries are left at the nearest post office or pick-up point);
- Wait 2 working days: sometimes the "delivered" status is registered before the actual delivery.
If it still hasn't turned up, write to us: we open a claim with the carrier and follow the case with you until it is resolved.
Wrong or incomplete address
Always check your address before completing your order (street, door number, floor and postcode). If you notice a mistake after ordering, contact us as soon as possible: as long as the order hasn't shipped, we correct it free of charge.
If an order is returned to sender because of a wrong or incomplete address, or because it wasn't collected in time, reshipping costs €3.90 (mainland Portugal). If the mistake was ours, reshipping is on us.
Returns
We only accept returns that comply with our Returns Policy. See all the details here.
Last updated: 12/09/2026