These Shipping Conditions supplement the Terms and Conditions of the INCM Online Store and govern the conditions applicable to the dispatch, transport and delivery of orders.

1. Dispatch and Delivery Methods

Orders are dispatched using CTT Expresso, CTT Valor Declarado or DHL, depending on the nature, characteristics and type of product purchased.

Orders are delivered by hand to the address provided by the Customer, within the standard delivery window generally applied by the carriers, between 9:00 a.m. and 7:00 p.m.

This delivery window is provided for information purposes only and may vary depending on the destination, the transport service used and operational or logistical circumstances.

Deliveries cannot be made to P.O. boxes. The Customer must provide a complete physical address at which the order can be delivered.

An order shall be deemed to have been delivered once delivery has been confirmed by the carrier, without prejudice to the Customer’s right to report any irregularity or exercise any other rights available under applicable law.

2. Separate Shipments

Orders containing graphic products, metal products or products made from other materials may be dispatched separately, depending on the characteristics of the products, their respective preparation locations or the requirements applicable to their transport.

In such cases, the Customer may receive the order in more than one delivery and at different times, without this meaning that the order is incomplete.

Where applicable, the Customer may receive separate dispatch information or tracking references for each shipment.

3. Shipping Costs

Shipping costs are calculated automatically during the purchasing process and depend on several factors, including:

• the weight and dimensions of the order;
• the type, nature and characteristics of the products or materials ordered;
• the destination country, region and delivery address;
• the transport service available for the delivery location;
• specific packaging, security or transport requirements.

The applicable shipping costs are displayed to the Customer before the order is confirmed and paid for.

Any examples, minimum amounts or price ranges that may be published are provided for guidance purposes only. The applicable shipping costs are not determined solely by the weight of the order and may vary according to the other factors listed above.

4. Dispatch and Delivery Times

INCM will use its best efforts to prepare and dispatch orders as promptly as possible.

Any dispatch and delivery times displayed in the Online Store or during the purchasing process are estimates. These time frames may change for operational, logistical or customs-related reasons, or due to other circumstances beyond the control of INCM or the carriers responsible for delivery.

Failure to meet an estimated delivery time shall not, in itself, entitle the Customer to compensation, without prejudice to the Customer’s statutory rights.

5. Shipping Restrictions

Due to operational limitations and restrictions imposed by the carriers with which we work, it may not be possible to dispatch orders to certain countries or territories.

Consequently, our Online Store may restrict or prevent the completion of purchases where the delivery address provided is located in a country or territory for which no viable and secure transport solution is available.

The list of countries and territories eligible for delivery may be amended, suspended or updated at any time, without prior notice, according to the conditions and restrictions communicated by our logistics partners.

If an order is placed and it is subsequently determined that dispatch to the stated destination is not possible due to transport restrictions, the order will be cancelled and the full amount paid will be refunded using the same payment method used for the purchase.

6. Unsuccessful Delivery

The Customer is responsible for providing an accurate, complete and suitable delivery address and for ensuring that someone is available to receive the order.

If delivery cannot be completed for reasons attributable to the Customer, including:

• provision of an incorrect or incomplete address;
• provision of a P.O. box as the delivery address;
• absence of the recipient;
• unjustified refusal to accept delivery;
• failure to collect the order within the period specified by the carrier or postal operator;

the order may be returned to INCM.

Where the order is recorded as having been delivered to the stated delivery address, responsibility cannot be attributed to the service provider.

7. Redelivery of Orders

Where an order is returned to INCM for reasons attributable to the Customer, the Customer may request that the order be dispatched again.

The Customer is entitled to one free redelivery of the order.

Following this redelivery, if delivery is again unsuccessful for reasons attributable to the Customer, INCM may:

• require payment of new shipping costs before dispatching the order again; or
• cancel the order.

If the order is cancelled under these circumstances, only the amounts paid for the purchased products will be refunded. Any shipping costs already incurred will not be refunded, without prejudice to the Customer’s statutory rights.

8. Delivery Enquiries

Requests for information or clarification concerning the delivery of an order must be submitted to INCM no later than 30 days after the date on which delivery is confirmed by the carrier.

After this period, complaints relating exclusively to the tracking or physical performance of the delivery may not be accepted, including requests concerning proof of delivery or the location of the order.

This time limit does not affect the Customer’s statutory rights, including those relating to lack of conformity, damage to or defects in the products received.

9. Contact Details

For enquiries concerning the dispatch, tracking or delivery of orders, the Customer should contact INCM’s customer support service using the contact channels available in the Online Store and provide, whenever possible:

• the order number;
• the Customer’s name;
• the delivery address;
• a description of the matter;
• the shipment tracking reference, where available.