Shipping
At CASE IT UP, we do everything we can to make sure your order is prepared with care, shipped within the stated time and delivered in the best possible condition.
This Shipping Policy explains how our delivery times, shipping methods, tracking, customer responsibilities, Shipping Protection and external situations that may affect delivery work.
By making a purchase at www.caseitup.pt, the customer declares that they have read, understood and accept this Shipping Policy.
🌍 Shipping options
For mainland Portugal, we use the GLS Transportadora service, with an estimated delivery time of 2 to 5 business days after dispatch, always with a tracking number.
For Madeira and the Azores, we use the CTT Registered Mail service, with an estimated delivery time of 4 to 7 business days after dispatch, also with a tracking number.
For the rest of Europe, we also use the CTT Registered Mail service, with an estimated delivery time of 5 to 10 business days after dispatch, with a tracking number included.
The times stated are carrier estimates and start counting after the order is dispatched, not from the date of purchase.
⏳ Processing time
Every CASE IT UP order is prepared with the utmost care, especially for personalised or made-to-order products.
Processing time may vary depending on order volume, product type, chosen personalisation, material availability and periods of high demand.
CASE IT UP prepares and dispatches orders within 2 to 5 business days of the date of purchase, except in exceptional situations duly communicated. The transport time for the destination is added to this.
This period is needed to ensure the correct preparation, production, personalisation, checking and packaging of the order.
📦 Order dispatch
As soon as the order is processed and handed over to the carrier, the customer will receive a tracking number to follow the shipment directly on the carrier's website.
From the moment the order is dispatched, transport, tracking updates, delivery attempts and logistics are handled by the responsible carrier.
CASE IT UP may help review shipping-related situations, but the carrier's official information will always be the main basis for assessing delays, deliveries, returns, losses or logistics incidents.
🛡️ Shipping Protection
For extra security, CASE IT UP offers the Shipping Protection option at checkout, an additional, optional service designed to provide enhanced support, priority review and greater security in situations related to the transport of the order.
Shipping Protection may apply in cases of loss confirmed by the carrier, significant damage in transit, a duly proven delivery problem or the need for priority review of the case.
By selecting Shipping Protection, the customer benefits from a faster review and priority resolution, which may include replacement, reshipment or another suitable solution, after the situation is validated.
Shipping Protection does not cover errors, omissions or negligence by the customer, including an incorrect or incomplete address, a wrong postcode, an invalid phone number, an incorrect email, absence of the recipient, failure to collect the order, refusal of delivery, failure to follow the tracking or incorrect information provided at the time of purchase.
If the customer chooses not to add Shipping Protection, any transport-related situation will be handled through the normal review procedure, based on the official information provided by the carrier.
In these cases, there is no automatic replacement, immediate compensation or priority handling of the request.
🔎 Order tracking
After dispatch, the customer will receive a tracking number via the email or contact linked to the order.
It is the customer's responsibility to regularly follow the delivery status through the tracking provided by the carrier.
The customer should pay attention to delivery attempts, contact requests, redirection to a pickup point, collection deadlines or any update shown by the carrier.
CASE IT UP is not responsible for delivery failures caused by not following the tracking, absence of the recipient, inability to make contact, failure to collect or not following the carrier's instructions.
📍 Address and delivery details
The customer is responsible for ensuring that all delivery details are correct, complete and up to date at the time of purchase.
This includes full name, address, door number, floor, flat, postcode, town, country, phone number and email.
CASE IT UP is not responsible for delays, returns, incorrect deliveries, losses or failed deliveries caused by wrong, incomplete or badly filled-in addresses provided by the customer.
Once the order has entered processing or shipping, we cannot guarantee changes to the address or delivery details.
If the order is returned, lost, delivered incorrectly or cannot be delivered because of wrong or incomplete details provided by the customer, any new shipment, correction, replacement or new production will be at the customer's expense.
🚚 Delivery attempts and absence of the recipient
Delivery is made according to the procedures of the responsible carrier.
If the customer is absent, does not answer the carrier, does not follow the delivery instructions or does not collect the order within the stated period, the order may be returned to CASE IT UP or follow the carrier's internal procedures.
CASE IT UP is not responsible for delivery failures caused by absence of the recipient, lack of response, invalid contact details, refusal of the order or failure to collect from a pickup point.
In these cases, if the customer wants a new shipment, they must pay the respective reshipping costs.
📬 Orders marked as delivered
When an order appears as delivered in the carrier's system, delivery is considered complete according to the official information it provides.
If the customer cannot find the order, they should check with family members, neighbours, doormen, the building reception, the letterbox, the pickup point or any third party who may have received the order.
CASE IT UP may help review the situation, but does not automatically replace or refund orders marked as delivered by the carrier.
Whenever there are signs of a delivery error, delivery to the wrong person or loss, the case will be reviewed based on the carrier's official information and the applicable procedures.
Customers with active Shipping Protection benefit from priority review and enhanced support in this process.
🔁 Orders returned to CASE IT UP
If an order is returned to CASE IT UP due to an incorrect or incomplete address, absence of the recipient, failure to collect, refusal of delivery, invalid contact details or failed delivery for which the customer is responsible, there is no automatic right to a refund.
For personalised or made-to-order products, the item may not be resaleable.
In these cases, the customer may request a new shipment by paying the respective reshipping costs.
If new production is needed because the item cannot be recovered, the cost of the new production will be at the customer's expense.
⚠️ Delays and external factors
CASE IT UP is not responsible for delays caused by factors outside our activity, including carrier delays, strikes, weather conditions, periods of high logistics volume, public holidays, operational restrictions, customs holds, distribution failures, carrier technical problems or force majeure.
Although we make every effort for orders to arrive within the estimated times, delivery times may change for reasons that do not depend directly on CASE IT UP.
The times stated are estimates and not absolute guarantees of delivery on a specific date.
🌍 International shipping and customs fees
For orders shipped outside Portugal, especially to destinations outside the European Union, customs fees, import taxes, administrative charges or other charges set by the authorities of the destination country may apply.
These costs are the sole responsibility of the customer.
CASE IT UP does not control and is not responsible for customs fees, holds, customs delays, local taxes or import refusals in the destination country.
If the order is returned due to refusal to pay fees, failed delivery, incorrect details or failure to meet customs requirements, additional costs may be charged to the customer.
📦 Orders damaged in transit
If the customer receives an order visibly damaged in transit, they should contact us by email at geral@caseitup.pt, giving the order number, clear photos of the outer packaging, photos of the product received and an objective description of the situation.
Contact should preferably be made within 2 business days of receiving the order, to allow a faster review with the carrier.
Requests sent without photos, without sufficient proof or with incomplete information may not be accepted.
Customers with active Shipping Protection will have priority review in cases of significant, duly proven damage.
📩 Contact
If you have questions about our Shipping Policy or need help tracking your order, you can contact us by email at geral@caseitup.pt.
The message should always include the order number, full name and a clear description of the situation.
The CASE IT UP team will do its best to help review the shipment, but any transport-related situation will be assessed based on the official information provided by the carrier.
ℹ️ Changes to the Shipping Policy
CASE IT UP reserves the right to update this Shipping Policy whenever necessary, in particular due to operational, commercial, logistics or legal changes or changes related to carrier services.