Deliveries and Returns

At Black Pepper & Basil, we strive to ensure that your orders are delivered quickly and securely. Below are the shipping conditions for the products:

1.1. Shipping Times
Products are shipped within 4 business days after payment confirmation. Delivery times may vary depending on the location and the chosen shipping method. You will be notified by email with the order confirmation after completing the payment, and you can track your order on the carrier's website using the provided tracking number.

While Black Pepper & Basil strives to ensure all orders are delivered as promptly as possible and within the established timeframes, we are not responsible for any delays caused by unforeseen circumstances or failures on the part of the contracted carrier, including but not limited to logistical issues, adverse weather conditions, or other force majeure circumstances.

1.2. Shipping Costs
Shipping costs are calculated based on the total weight of the order and volume, the delivery destination, and the chosen shipping method. The total shipping amount will be displayed during the checkout process.

1.3. Shipping Methods

We work with Correios, CTT Carrier, and others carriers.

1.4. Shipping Address
Please ensure that your address details are correct before finalizing the purchase. We are not responsible for unsuccessful deliveries due to incorrect information.

1.5. Tracking the Delivery
After the order has been shipped, you will receive an email with the tracking number so you can monitor the delivery in real-time through the carrier's website.

At Black Pepper & Basil, we want to ensure your satisfaction with all products purchased. If for any reason you are not satisfied with your purchase, our return policy is described below:

2.1. Return Period
You have up to 14 calendar days after receiving the product to proceed with the return, and we do not exchange products.

2.2. Conditions for Return
In order for the product to be accepted for return, it must meet the following requirements:

• The product has not been used, washed, altered, or damaged;

• The product must include all original accessories;

• The product must have all original labels;

• The product must be in its original packaging;

• Separate returns for items in the same order will not be accepted;

• The product must be returned within the established period (14 days).

The above conditions must be met in order for the Online Store to process a refund.

2.3. Return Process

2.3.1. Through the Website
To initiate a return, go to your customer account and click on the "Orders" tab. In this area, you can view all your online purchases and their statuses. For this process, the order must be in the "Delivered" status.
After accessing the order you wish to return, select the "Return" button for the product(s) you wish to return and click continue.

IMPORTANT: Separate returns for items in the same order will not be accepted.

In the next step, select the reason for returning the product from the available options:

• I’m no longer interested in the item;

• I’m buying a similar item from another store;

• The item is different from the image on the website;

• Item is defective/incomplete/damaged;

• Other.

Then, choose the return method for sending the item back:

a)Send to our address - The return shipping costs are the responsibility of the customer, except in cases of defects or errors on our part. To do this, follow these steps:

1. Empty the box and place the products you wish to return/exchange.

2. Close the box and remove the delivery label.

3. Go to the post office to send the return to our address:
   Black Pepper & Basil
   Rua Tomás da Anunciação 85 A,
   Campo de Ourique,
   1350-324 Lisbon

b)Return in Store - Return the product for free at our physical store in Campo de Ourique.

2.3.2. If you are unable to process the return through our website, you can always contact our store directly:
· Contact us by email at loja@blackpepperandbasil.com or by phone at +351 215 840 824 to inform us of your intention to return the product. Provide the order number and item details.
· After the return is approved, we will send instructions for returning the product.
· The return shipping costs are the responsibility of the customer, except in cases of defects or errors on our part.

2.4. Refunds
If the return is approved, the refund will be issued in the form of a store voucher for the return amount, which will be valid for 6 months from the issuance date. During this period, it can be used both on our online store and at our physical store. After this period, the voucher will expire.

At Black Pepper & Basil, we want to ensure your satisfaction with all the products purchased. If the product you received is defective or does not match what was requested, we inform you of the following:

3.1. Identifying a Defective Product
If you identify that the received product is defective, damaged, or does not match what was requested (for example, incorrect or incomplete product), please contact us immediately so we can resolve the issue quickly and efficiently.

3.2. Return Process for Defective Products
To begin the return process, follow these steps:
Contact us:
By email: shop@blackpepperandbasil.com

By phone: +351 215 840 824

By WhatsApp: +351 915 557 022

When contacting us, please provide the following information:

• Order number

• Description of the defect or issue with the product

• Clear photographs of the defect or issue (if applicable)

Product Analysis: After we receive your communication, our team will evaluate the issue, and if a defect or error is confirmed, we will inform you about the approval of the return.

3.3. Return Costs
For defective products or errors on our part, the return will be free of charge for the customer. We will cover the return shipping costs and provide a return label or instructions for free shipping.

3.4. Replacement or Refund
After the return has been analyzed and approved, the defective product will be:

• Replaced with a new and identical product at no additional cost to the customer, or

• Refunded for the full amount paid, including the shipping cost (if applicable).

3.5. Deadline for Reporting a Defect
For the return to be accepted, you must inform us about the defect within 7 calendar days after receiving the product. If the defect is identified after this period, the product will be analyzed, but we do not guarantee a return or exchange, depending on the case.

At Black Pepper & Basil, we want to ensure that your shopping experience is as satisfactory as possible. If you decide to cancel your order, we are here to assist you. Below are the conditions for order cancellation:

4.1. Cancelling Orders Before Shipping
If you wish to cancel your order before it is shipped, you can do so without any additional cost. To proceed, please contact us as soon as possible using the following channels:
Email: shop@blackpepperandbasil.com
Phone: +351 215 840 824
WhatsApp: +351 915 557 022
Make sure to provide your order number to facilitate the cancellation process.

4.2. Cancelling Orders After Shipping
Once the order has been shipped, cancellation is no longer possible as the product is already in transit. In this case, you may refuse the delivery or, if the product is delivered, initiate a return process as described in our return policy above.

4.3. Customized or Made-to-Order Products
For customized or made-to-order products, cancellation will not be possible once production has begun.

4.4. Refund
If the cancellation is made before the order is shipped, the refund will be processed according to the payment method used within 14 calendar days after the cancellation confirmation. If the order has already been shipped, the refund will be issued after the product is returned.

4.5. Exceptions
Black Pepper & Basil reserves the right to refuse order cancellations in situations involving promotions, clearance sales, or other products with special sales conditions, as previously indicated during the checkout process.

• Email: shop@blackpepperandbasil.com
• Phone: +351 215 840 824
• WhatsApp: +351 915 557 022