Shipping Policy

  • How long will take my order to arrive?

    All our products are made to order by our team of dedicated expert craftspeople in Portugal, taking usually 4 weeks. Once finished, and cleared by quality control, it will be packaged and shipped using the most suited courier for your country. Depending on your country, it might take between 3 to 7 business days to arrive. We will make sure you are kept updated during every step of the way. Please wait at least 10 business days to receive your order. In case it does not arrive and your assigned carrier doesn’t report any delay, please contact us by e-mail (sales@autentici.com) so we can assist you accordingly.

  • What are the shipping costs?

    For orders of the Primordium Series, shipping is without charge, regardless of the destination.
    For orders of the Tailored and Standard versions, the shipping cost is 20€ for Europe and 40€ for the Rest of the World.
    To these values is added VAT at the legal rate in force, depending on the market and the applicable amounts.

  • Does the price include taxes and duties?

    We ship from Portugal, within the European Union (EU).

    For orders within the EU, the final price includes all applicable taxes and duties.

    For orders outside the EU, all prices exclude VAT, duties, and potential customs fees.

    For the USA, VAT and duties apply only to orders above $800.

    For the UK, VAT applies to all orders above £135.

    Unfortunately, we cannot provide an estimate for potential costs in your country, as these are subject to local regulations. Please consult your local customs office for an estimate of any potential import fees. Import duties, if applicable, will be payable to the carrier as per the destination country's regulations.

  • How will my order be delivered?

    Your order will be delivered by the most suitable courier for your country. We will ensure that you are kept updated every step of the way. Kindly allow at least 10 business days for the delivery of your order.If your order does not arrive and the assigned carrier does not report any delay, please contact us by e-mail (sales@autentici.com) so we can assist you promptly.

  • Can I track my order?

    Yes. As soon as your order is registered by our services you will receive your Autentici® Durum Umbra serial number (Type). Once your order is handed over to the carrier, we will send you, via e-mail, the tracking link and/or number, which will be continuously updated by the carrier’s system as it makes its way to your selected address.

  • How is delivery made if I am not present?

    This procedure may vary slightly depending on the carrier. As a general rule, once you receive a notification from your designated carrier, you will be able to adjust some delivery details to a time that better suits your convenience. However, usually, if no one is available to receive the package at the first delivery attempt, you will be contacted by the carrier to arrange a new delivery date. If your order does not arrive within 10 business days, please contact us via e-mail (sales@autentici.com).

  • If needed can I change my shipping address?

    This procedure may vary slightly depending on the carrier. As a general rule, once you receive a notification from your designated carrier, you will be able to adjust some delivery details directly with them.

Return Policy

  • Returns and Exchanges

    Exchanges are not accepted. We accept returns only for products from the "Standard" range, meaning products without any customisation.

    For the return to be accepted, the product must not show signs of use, must not have been altered in any way and, must be in its original packaging, together with any accessories and/or gifts. For this purpose, all elements enclosed in disposable packaging and/or packaged by the carrier are considered to be an integral part of the product.

  • Return Process

    To return the product, the customer must contact us by e-mail (care@autentici.com) within 30 days of delivery. After this period, we reserve the right not to accept the return. Once this contact is made and the return is accepted, our services will process the return pick-up request and send all the necessary documentation to be attached to the parcel. Transport costs will be deducted from the refund value. Once the parcel is received at our facilities and its condition is verified (according to the criteria mentioned above), we will proceed with the refund within a maximum of 10 working days.

  • Damaged or Defective Products

    If the damage appears to have been caused during transport or if the outer packaging is damaged, the customer should immediately inform the courier, refuse the delivery, and contact us by e-mail (care@autentici.com) right away. In the event of a defect, the product is covered by our 8-year warranty, whose conditions can be found in the corresponding menu. For any other type of damage or wear resulting from use, we offer our "Restoration Centre".