Shipping & Store Policies

Shipping Information

We ship from Portugal using Ctt. They hand over to the national postal system of your country once the parcel leaves Portugal. Additionally, we work with UPS for all our US customers and some express shipments. .

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Shipping & Tariffs for US customers

We use UPS Express, so your cord gets there in 2 days! No delays, no surprises - we cover all US customs fees, tariifs  and documentation.

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Returns & Exchanges

• Exchanges (EU Only):

  • Contact us within 14 days of delivery.

  • Ship items back within 30 days of delivery.

• Non-EU Exchanges: Unfortunately, we cannot accept exchanges from outside the EU due to customs regulations.

• Cancellations: Cancellations will be processed if you get in touch quickly after the order has been placed. If we have already made the item, we will not cancel the order. If not, we will process the cancellation straight away.

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Items That Cannot Be Returned or Exchanged

• Due to the nature of these products, we cannot accept returns or exchanges for custom or personalized orders.

Exchange Conditions

• Buyers are responsible for return shipping costs.

• If the item is not returned in its original condition, the buyer is responsible for any loss in value.

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Missing or Delayed Parcels

We understand how important it is for your order to arrive on time. If your package is delayed, please check the tracking information first. Here’s what to do in case of delays:

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Missing Cords:

• If a cord is lost in transit, we will reship it at no extra cost. Get in touch as soon as you realise it is not moving in the system.​

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Definition of Missing Cord:

• International Shipping (Correio Azul): If there are no tracking updates for 14 days after the expected delivery date, you may request a refund.

• International UPS Shipping: If your package does not arrive within 2 days of the expected delivery date, we will issue a refund for the cost of the cord (excluding shipping fees).

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Address Issues:

•  If an incorrect shipping address was provided to us, we offer a 25% discount to remake and reship.  We do our best to prevent address errors by including the shipping address in your Order Confirmation email, allowing you to verify its accuracy.

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Orders for Time-Sensitive Events

We completely understand that weddings are time-sensitive, and we know how important it is for everything to arrive on schedule. However, it is the customer’s responsibility to plan for potential shipping delays. While we work hard to ensure timely deliveries, once an order is with the shipping carrier, delays can happen due to factors beyond our control.

To avoid any issues, we strongly recommend ordering well in advance to allow extra time for unexpected delays. We are not responsible for orders that arrive after your wedding date due to shipping delays, customs holds, or courier disruptions. Please plan accordingly to ensure everything arrives in time for your special day. Delivery dates provided are estimates and guidelines based on our experience of shipping, they are not guarantees of delivery date. ​​​

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Customs & Import Taxes

Buyers are responsible for any customs duties or import taxes that may apply (Except for our US tariifs which we handle). We are not responsible for delays due to customs or handling procedures, but we do account for the usual times that customs processes take in our quoted timeframe for delivery. 

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Payment Options

Online Payments:

• Credit Card

• PayPal

• Google Pay

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Offline Payments:
For bank transfer payments, please contact us for details.

We ensure your payment information remains secure by using trusted platforms like PayPal, Google Pay etc.

We never receive or store your credit card details.​

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Additional Notes:

• All estimated delivery times exclude weekends and public holidays.

• We are not responsible for delays caused by customs, natural disasters, or courier disruptions.

• Refunds for lost parcels will only be processed based on the conditions outlined above.

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If you have any concerns regarding your order, please reach out to us at embracingcords@gmail.com with your order number, and we’ll be happy to help.

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By placing an order with us, you agree to this shipping policy. Thank you for your support!

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