Introduction

1.1. We understand the importance of receiving your order on the scheduled date and time. We seek to work with logistics and transport companies that provide a quick, reliable and high quality service. Find answers here to common questions about shipping and returns of Fábrica products or any other products marketed by Stanislav Benderschi, Unipessoal, Lda.

2. How long will it take for my order to arrive and what are the shipping costs?

2.1. If you place an order by 12:00pm, you will usually receive it the next working day. Orders received after 12:00pm, are packed and shipped the next working day and will usually be received by customers up to 24 hours later, in countries within the European region.

CountryShipping Costs (€)Delivery time
 Portugal (mainland)3,90 €1 to 2 working days
 Portugal (islands)3,90 €3 to 5 working days
 Europe region12,90 €1 to 2 working days
 World15,90 €1 to 2 working days

2.2. The dates shown are merely indicative, as delivery times and methods may change according to the time of year. A delay in the shipment of items, as the dates stated for delivery are estimations only, does not entitle the Customer to any compensation.

2.3. Deliveries and collections in Portugal (mainland & islands) are made by Rangel Express, CTT Express or DPD.

2.4. Deliveries and collections in the Europe region are made by DHL Express (by airplane): Austria, Belgium, Bulgaria, Croatia, Cyprus, Czech Republic, Denmark, Estonia, Finland, France, Germany, Greece, Hungary, Ireland, Italy, Latvia, Lithuania, Luxembourg, Malta, Monaco, Netherlands, Poland, Romania, Slovakia, Slovenia, Spain, Sweden, United Kingdom.

2.5. Deliveries and collections for the rest of the World are made by DHL Express (by airplane): Argentina, Brazil, Chile, Colombia, Ecuador, Egypt, Morocco, South Africa, Armenia, Azerbaijan, Bahrain, China, Macao, Hong Kong, India, Indonesia, Iraq, Israel, Japan, Jordan, Kazakhstan, Kuwait, Lebanon, Malaysia, Maldives, Oman, Pakistan, Philippines, Qatar, Saudi Arabia, Singapore, South Korea, Thailand, United Arab Emirates, Uzbekistan, Vietnam, Albania, Andorra, Gibraltar, Iceland, Liechtenstein, Moldova, Norway, Russia, Serbia, Switzerland, Ukraine, Canada, Costa Rica, El Salvador, Greenland, Guatemala, Honduras, Mexico, Nicaragua, Panama, United States (US), Australia, New Zealand.

2.6. Your delivery should arrive between 9am and 6pm on working days. Someone must be present at the given address to receive the package. This service does not include the option of scheduling or appointment, meaning the delivery of the package will be made without prior contact by the carrier.  During periods of promotions, sales, holidays and stock clearance, the hours of delivery are subject to change.

2.7. All returns are made free of charge. If you wish to return or exchange an item, please visit the page regarding this subject, article 3.1.

3. How can I return a product I purchased at Fábrica?

3.1. You have 30 days after purchasing to exchange or return a product.

3.2. However, the product needs to be in perfect condition: unused and with the original packaging undamaged. You should return it to the address shown on the shipping box:
Fabrica Coffee Roasters
Rua das Flores no. 63
1200-193, Lisbon Portugal

Returns are free of charge.

3.3. To make an exchange request, contact customer service as soon as possible at [email protected] with your order number and details. Once the product has been received, we will carry out a quality check and resend you a replacement product.

4. When and how can I get my refund?

4.1. Once the returned product is received and we have carried out our quality control protocol, we will refund the money in full by the same payment method you used.You may choose to receive a voucher of equal value instead. The time it takes for the refund to enter your bank account depends on your bank.

4.2. If you have any questions, feel free to contact us at [email protected].

5. What does it cost to return a product?

5.1. Returns are free of charge. Simply initiate the return process by emailing us, and schedule the collection service according to the day and time that is most convenient for you.