Shipping policy
Last updated: 29 August 2026
This Shipping Policy applies to orders placed through Aquiroma's official online store.
It should be read together with our Terms of Service and our Refund and Return Policy.
1. Where We Ship
Aquiroma ships to destinations made available through the website.
Available countries, delivery methods and shipping charges are shown during checkout.
Any geographical delivery restriction applicable to an order will be communicated before the order is completed.
Availability of a destination on the website does not override legal import restrictions, permit requirements or regulatory controls that may apply to a particular product.
2. Shipping Charges
Applicable shipping charges are displayed before you complete your purchase.
The total amount payable, including applicable taxes and delivery charges, is shown before the order is submitted.
No undisclosed shipping charge will be added after the order has been placed.
Shipping rates may vary according to factors including:
Destination
Parcel weight
Product type
Delivery service
Carrier
Order value
Market
Any free delivery threshold or promotional shipping arrangement will be shown where applicable.
3. Processing and Dispatch
Orders are prepared after payment has been successfully confirmed.
Some agarwood products may require additional documentation, permits or regulatory processing before dispatch.
Where CITES documentation, customs documentation or another legally required authorisation is necessary, dispatch may depend on completion of those procedures.
Where a material delay affects an order, we will inform the customer as soon as reasonably possible.
Digital products, where offered, are made available electronically after payment confirmation and are not physically shipped.
4. Delivery Times
Delivery periods shown during checkout are estimates unless expressly stated otherwise.
Actual transit times may be affected by factors including:
Carrier operations
Customs procedures
Public holidays
Destination country requirements
Permit processing
Regulatory controls
Circumstances outside our reasonable control
For consumer sales, unless another delivery period has been agreed, goods will be delivered without undue delay and no later than 30 days after conclusion of the contract.
If we fail to deliver within the applicable period, the consumer may require delivery within an additional period appropriate to the circumstances.
If delivery is still not completed within that additional period, the consumer may terminate the contract and receive reimbursement in accordance with applicable law.
Where delivery by a specific date was essential and this was made clear before the contract was concluded, the consumer may have the right to terminate the contract immediately if that date is not met.
5. Deliveries Within the European Union
Orders delivered within the European Union are handled according to the tax and shipping configuration applicable to the customer's market.
For consumer sales, prices are displayed including applicable VAT where required by law.
The final amount payable and all applicable delivery charges are shown before the order is submitted.
6. Deliveries Outside the European Union
Orders delivered outside the European Union may be subject to:
Import VAT
Customs duties
Customs clearance fees
Local taxes
Import permits
Regulatory requirements
Other charges imposed by the destination country
Unless expressly stated as included during checkout, these charges are not collected by Aquiroma and are the responsibility of the recipient.
Customers are responsible for checking whether the products ordered may lawfully be imported into their destination country.
7. CITES and Regulated Agarwood Materials
Certain agarwood species and products are regulated under the Convention on International Trade in Endangered Species of Wild Fauna and Flora, CITES, and related European Union wildlife trade rules.
Permit and documentation requirements may depend on factors including:
Species
Product type
Quantity
Country of origin
Country of export
Country of destination
Aquiroma handles the export documentation and permits for which it is legally responsible.
The customer may remain responsible for obtaining an import permit, import authorisation or completing other requirements imposed by the destination country.
Orders may be delayed where legally required permits or approvals are pending.
Aquiroma does not knowingly dispatch regulated agarwood products in breach of applicable conservation, customs or trade requirements.
Where required documentation cannot legally be completed, we may cancel the affected part of the order and refund the amount paid for it.
8. Product and Safety Information
Where applicable law requires specific product identification, manufacturer information, responsible person information, warnings or other safety information to be provided for an online product offer, that information will be made available on the relevant product page, product packaging or accompanying documentation as required.
The role of Aquiroma Lda in relation to a particular product may vary depending on whether Aquiroma is acting as the manufacturer, importer, distributor or other responsible economic operator for that product.
Nothing in this Shipping Policy should be interpreted as assigning Aquiroma a regulatory role that does not apply to the particular product.
9. Delivery Address
Customers are responsible for providing a complete and accurate delivery address.
Please check the delivery details carefully before completing the purchase.
If an address needs to be corrected after an order has been placed, contact us as soon as possible.
We cannot guarantee that a delivery address can be changed after the parcel has been handed to the carrier.
10. Tracking
Where shipment tracking is available, tracking information will normally be provided after dispatch.
Tracking information may take some time to become active in the carrier's system.
11. Risk During Transport
Where Aquiroma arranges shipping to a consumer, the risk of loss or damage remains with Aquiroma until the goods are physically received by the consumer or another person designated by the consumer, other than the carrier.
Different rules may apply where the consumer independently appoints a carrier that was not offered by Aquiroma.
12. Damaged Parcels
If a parcel arrives visibly damaged, we recommend photographing the external packaging before opening it.
If the contents are damaged, incomplete or incorrect, please contact:
Include your order number and photographs where relevant.
This helps us investigate the matter with the carrier.
Your statutory consumer rights are not affected by whether visible packaging damage was reported immediately.
13. Missing Deliveries
If tracking indicates a delivery problem or the parcel has not arrived within the expected period, please contact us.
Where Aquiroma selected the carrier, we will work with the carrier to investigate the shipment.
For consumer orders, carrier problems do not remove Aquiroma's legal responsibility for the goods before they are delivered to the customer.
14. Failed Delivery
Where delivery cannot be completed because the customer:
Provided an incorrect or incomplete address
Refused delivery without exercising an applicable legal right
Repeatedly failed to accept delivery
Aquiroma may recover reasonable additional shipping or return costs where permitted by law.
This does not affect mandatory consumer rights, including the statutory right of withdrawal where applicable.
15. Returns
Shipping relating to returns is governed by our Refund and Return Policy.
For a valid statutory consumer withdrawal, the customer normally bears the direct cost of returning the goods where they were properly informed of this obligation before purchase.
Where an entire consumer order is validly withdrawn, Aquiroma will refund the cost of the least expensive standard outbound delivery method offered for that order.
Additional costs resulting from the customer's choice of a more expensive delivery method, such as express shipping, are not required to be refunded.
Where goods are incorrect, damaged or do not conform to the purchase contract, Aquiroma will bear any shipping costs that applicable consumer law requires the seller to bear.
16. Contact
For questions regarding shipping, delivery or tracking, please contact:
Aquiroma Lda
Travessa Fala Só 13B
1250 109 Lisbon
Portugal
Email: info@aquiroma.com
Phone: +351 913 610 064