Shipping Policy

Last Updated: June 21, 2026

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This Shipping Policy explains how CorkMart processes, prepares, ships, and delivers orders placed through CorkMart.com. It applies to standard online orders, international orders, B2B orders, wholesale orders, custom projects, and freight shipments, unless specific written terms are agreed separately.

CorkMart ships directly from Portugal to customers worldwide, subject to product availability, destination, carrier coverage, customs rules, order type, and checkout eligibility.

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1. Processing Time vs. Shipping Time

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Processing time is the time required to prepare, produce, pack, label, and dispatch your order. Shipping time is the transit time after the carrier has collected the parcel.

These two periods are separate. The delivery estimate shown at checkout or on the product page refers to the carrier transit time after dispatch and does not include processing, production, customs clearance, failed delivery attempts, or delays outside CorkMart’s control.

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2. Order Processing and Production Times

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We aim to process and dispatch orders as quickly as possible. Estimated preparation times are:

• Standard products in stock: usually processed and dispatched within 1–3 business days.
• Personalized, customized, or made-to-order products: usually require 5–15 business days before dispatch, depending on quantity, complexity, artwork approval, production schedule, and material availability.
• B2B, wholesale, pallet, or special freight orders: processing time may vary according to stock, production, packaging, palletization, freight booking, export documentation, and carrier availability.
• Special procurement or special production orders: lead times will be confirmed by quotation, pro forma invoice, or written communication.

Business days are Monday to Friday, excluding Portuguese public holidays and carrier holidays.

If your order contains products with different preparation times, the order may be shipped together when all items are ready, unless CorkMart agrees to split the shipment.

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3. Shipping Carriers

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For standard online orders, CorkMart primarily ships using UPS services, including UPS Standard, UPS Express, UPS Express Saver, or other UPS services available for the destination and product type.

For large B2B, wholesale, palletized, oversized, heavy, or bulk orders, CorkMart may use air freight, sea freight, road freight, freight forwarders, pallet carriers, or other logistics providers where these options are more suitable or economical.

The available shipping options, carrier services, delivery estimates, and prices are displayed at checkout whenever automatic shipping is available. For orders requiring a manual freight quotation, shipping will be quoted separately before dispatch.

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4. Shipping Rates and Free Shipping

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Shipping rates are calculated at checkout based on several factors, including destination country, delivery postcode, product type, quantity, actual weight, volumetric weight, parcel dimensions, number of parcels, selected service, and any applicable shipping promotion.

Where available, CorkMart may offer promotional free UPS shipping for eligible online orders:

• Portugal and Spain: free UPS shipping may be available on eligible orders over €100.
• Rest of the European Union and United Kingdom: free UPS shipping may be available on eligible orders over €300.

Free shipping promotions apply only where shown at checkout and may be limited by country, postcode, product type, product weight, parcel volume, carrier availability, stock location, order value, or other operational restrictions.

Free shipping may not apply to pallet shipments, freight orders, oversized products, very heavy items, B2B wholesale orders, custom projects, special procurement items, remote areas, or destinations where standard courier shipping is unavailable or commercially unreasonable.

CorkMart may update shipping rates, zones, thresholds, and promotional free shipping conditions from time to time. The shipping price displayed and accepted at checkout applies to the specific order, except in cases of technical error, incorrect address, unavailable carrier service, fraud, or where a manual freight quote is required.

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5. Estimated Transit Times

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Estimated transit times depend on the destination, carrier service, customs process, and delivery route. Typical estimates after dispatch are:

• Portugal and Spain: usually 1–3 business days, depending on postcode and service availability.
• European Union: usually 2–5 business days.
• United Kingdom: usually 3–6 business days, subject to customs clearance.
• United States and Canada: usually 3–5 business days with express courier services, subject to customs clearance.
• Rest of World: usually 5–7 business days, subject to carrier coverage and customs clearance.
• Air freight, sea freight, road freight, pallets, and containers: transit times are quoted case by case.

These timeframes are estimates and are not guaranteed delivery dates. Customs processing, remote area delivery, carrier disruption, import checks, weather, strikes, incorrect address details, unpaid duties or taxes, and events outside CorkMart’s control may extend delivery time.

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6. Tracking

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Once your order has been dispatched, you will receive a shipping confirmation email with the tracking details, where tracking is available.

Tracking information may take some time to update after the carrier collects or scans the parcel.

Customers are responsible for monitoring the tracking page and responding promptly to any carrier request, delivery attempt, customs request, import tax request, identity verification, or address clarification.

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7. B2B, Wholesale, Pallet, and Freight Shipping

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For professional customers, wholesale orders, heavy materials, raw cork, insulation products, bulk quantities, pallets, or large shipments, automatic checkout shipping may not always be the most suitable option.

CorkMart may offer the following logistics options:

• Standard courier shipping: suitable for samples, small B2B orders, and products that can be shipped safely by UPS or another courier.
• Custom freight quote: suitable for pallets, oversized parcels, heavy materials, bulk cork granules, insulation products, raw cork materials, or large wholesale orders. Freight may be quoted by air, sea, road, pallet carrier, terminal delivery, warehouse delivery, or another suitable logistics route.
• Ex Works / Pick Up: professional customers may arrange collection with their own carrier or freight forwarder where agreed with CorkMart.

For Ex Works or customer-arranged pickup orders, CorkMart will provide pickup details after the order is packed and ready, including the collection location in Portugal, parcel or pallet dimensions, weight, and any required collection reference.

Pickup locations may vary according to stock, warehouse, production partner, product category, and logistics route. Customers must not send a carrier to any address without written pickup confirmation from CorkMart.

For customer-arranged freight, the customer is responsible for booking the carrier, providing any required labels or transport documents, arranging insurance, coordinating pickup, and handling any import formalities at destination.

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8. Delivery Terms, Import Duties, and Customs

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CorkMart is based in Portugal, within the European Union. Orders shipped outside the European Union may be subject to import duties, customs duties, import VAT, brokerage fees, customs clearance fees, carrier administration fees, local taxes, or other charges imposed by the destination country, carrier, broker, or customs authority.

Unless expressly stated otherwise at checkout or in a written quotation, international orders outside the European Union are shipped on a basis where the customer is responsible for destination import duties, taxes, and customs charges. These costs are not included in the product price or shipping price unless expressly stated.

The recipient is responsible for paying any destination import charges and for providing any information required by customs or the carrier. CorkMart does not control these charges and cannot guarantee the amount that may be charged by the destination country.

Customs rules may change and may apply even to low-value shipments. Customers outside the European Union should check local import rules before placing an order.

CorkMart will provide reasonable export documentation for the shipment where required, such as a commercial invoice. Customers must provide accurate contact details, including email address and phone number, so that the carrier or customs authority can contact them if needed.

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9. Refused Shipments, Unpaid Import Charges, and Unclaimed Parcels

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If the customer refuses delivery, fails to pay import duties or taxes, fails to provide customs information, provides an incorrect or incomplete address, does not respond to the carrier, or fails to collect the parcel within the carrier’s deadline, the shipment may be returned, stored, abandoned, destroyed, or otherwise handled according to the carrier’s and customs authority’s procedures.

In such cases, CorkMart may deduct from any refund all reasonable costs incurred, including original shipping costs, return shipping costs, customs duties, import VAT, brokerage fees, storage charges, carrier administration fees, handling costs, and any other charges imposed on CorkMart.

If the costs of return, recovery, customs, storage, or administration exceed the value of the goods, or if the parcel is abandoned or destroyed, no refund may be available, subject to mandatory consumer rights.

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10. Address Accuracy and Delivery Information

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Customers must provide a complete, accurate, and deliverable shipping address at checkout, including:

• full recipient name or company name;
• street address and building number;
• apartment, unit, floor, or suite number, where applicable;
• postal code and city;
• country;
• phone number;
• email address;
• VAT, EORI, tax ID, importer number, or other customs information, where required.

CorkMart is not responsible for delays, failed deliveries, return costs, storage fees, customs issues, or loss caused by incorrect, incomplete, outdated, inaccessible, or undeliverable address details provided by the customer.

If an order is returned to CorkMart due to an incorrect or incomplete address, failed delivery attempts, or failure to collect the parcel, the customer may be responsible for return shipping costs and any re-shipping costs.

Address changes after dispatch are not guaranteed and may be subject to carrier restrictions or additional charges.

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11. Delivery Attempts and Collection Points

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The carrier may attempt delivery at the address provided, redirect the parcel to a collection point, request additional delivery instructions, or return the parcel to the sender according to its own procedures and local rules.

UPS may make up to three delivery attempts at its discretion. If delivery is not completed after the final attempt, the shipment may be returned to CorkMart.

If the parcel is sent to a UPS Access Point, UPS Customer Center, carrier depot, or other collection point, the customer must collect it within the period indicated by the carrier.

Failure to collect the parcel may result in return shipping costs, storage charges, or loss of delivery eligibility.

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12. Damaged Parcels and Shipping Damage

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Please inspect your parcel as soon as it is delivered.

If your order arrives visibly damaged, defective, incomplete, or incorrect, contact CorkMart as soon as possible at info@corkmart.com, preferably within 48 hours of delivery.

Please include:

• your order number;
• a clear description of the issue;
• photos of the damaged goods;
• photos of the internal and external packaging;
• photos of the shipping label;
• photos of any visible damage to the parcel before opening, where possible.

Please keep all packaging materials, damaged goods, labels, and documents until the claim is resolved, as the carrier may require inspection.

Reporting damage quickly helps us open a carrier claim and resolve the matter faster. The 48-hour period does not limit any mandatory legal rights that a Consumer may have.

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13. Lost Parcels

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If tracking shows that your order has not moved for an unusual period, or if the carrier marks it as delivered but you have not received it, contact us at info@corkmart.com.

CorkMart may ask you to check with household members, neighbours, reception desks, building managers, parcel lockers, collection points, or local carrier offices before opening an investigation.

Carrier investigations may take several business days or longer, depending on the country, carrier, route, and claim process.

If a shipment is confirmed lost by the carrier, CorkMart will offer an appropriate solution, which may include replacement, refund, or another remedy according to the order type and applicable law.

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14. Split Shipments and Partial Deliveries

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Some orders may be shipped in multiple parcels or partial shipments due to product size, stock availability, packaging requirements, weight limits, freight constraints, or production schedules.

If your order is split into multiple shipments, you may receive more than one tracking number and parcels may arrive on different days.

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15. Oversized, Heavy, and Fragile Cork Products

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Some cork products are bulky, lightweight but voluminous, fragile, or sensitive to bending, compression, humidity, tearing, or impact.

CorkMart may adjust packaging, split orders into multiple parcels, request a freight quote, or contact the customer before dispatch where the product cannot be safely or economically shipped using standard courier services.

For heavy or oversized orders, automatic checkout shipping may not be final. If the checkout rate is clearly incorrect due to size, weight, destination, or system error, CorkMart may contact the customer before dispatch to confirm the correct freight option, additional shipping cost, or cancellation/refund where appropriate.

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16. Shipping Restrictions

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CorkMart may be unable to ship certain products to certain destinations due to carrier limitations, customs restrictions, remote area limitations, sanctions, import rules, product size, product weight, or safety requirements.

If we cannot ship an order to the address provided, we will contact the customer to discuss alternatives, which may include a different shipping method, a freight quote, delivery to a terminal, a different address, partial shipment, or cancellation and refund.

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17. Risk of Loss and Delivery

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For Consumer orders, risk of loss or damage generally passes to the Consumer when the Consumer, or a third party indicated by the Consumer other than the carrier, physically receives the goods, except where mandatory law provides otherwise.

For B2B, wholesale, Ex Works, freight, customer-arranged pickup, or professional orders, risk may pass according to the delivery terms agreed in the quotation, pro forma invoice, invoice, Incoterms, or written order confirmation.

Where the customer arranges their own carrier or freight forwarder, CorkMart is not responsible for damage, loss, delay, customs issues, or additional costs occurring after the goods are handed over or made available to the customer’s carrier, except where mandatory law provides otherwise.

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18. Relationship With Other Policies

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Returns, refunds, cancellations, damaged goods, defective goods, and the Consumer right of withdrawal are governed by our Return, Refund & Withdrawal Policy, which forms part of our Terms of Service.

In case of inconsistency between this Shipping Policy and a specific written quotation or agreement issued by CorkMart for a B2B, wholesale, custom, or freight order, the specific written terms will apply to that order only.

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19. Contact

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For shipping questions, tracking issues, freight quotes, delivery problems, customs questions, or damaged parcels, contact us at:

Email: info@corkmart.com

Please include your order number, delivery country, tracking number if available, and any relevant photos or documents so that we can assist you efficiently.

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