Some of the most frequent questions and Help Center - FAQ

Businesses seeking to place bulk orders may complete our European Union form or register on our dedicated Spanish professional platform.

While our production facility is in Coimbra and our office in Lisbon, we don’t operate a physical showroom. However, our products are available for purchase and delivery throughout Europe.

Please contact us via email or by completing the form.

Handcrafted in the district of Coimbra, Portugal, our products are made with meticulous care, following a slow-curing process that ensures energy efficiency.

Customize the color of any of our products. Each product page includes a form to specify your desired color using a RAL Classic code.

Check out the full range of colors on the official RAL website here.

After we receive your details, we’ll send a quote and delivery timeline to the contact provided.

How to Place an Order

To initiate a purchase on our website, kindly click the “Add to Cart” button associated with the desired product. Upon clicking, the selected item will be added to your virtual shopping cart and you will be seamlessly redirected to the checkout page. At this juncture, you are required to provide your billing and shipping addresses, select your preferred payment method from the available options, and finally, confirm your order. A comprehensive order confirmation email will be sent to your designated inbox.

Delivery Scheduling

Order Processed > Confirmation Email Sent

Each product on our website includes an estimated delivery time prominently displayed beside the “Add to Cart” button. Upon order confirmation, our dedicated support team initiates the delivery scheduling process. Scheduling typically occurs during standard business hours. For orders placed over the weekend or on public holidays, our team will promptly contact you on the following business day. Every effort is made to schedule your delivery for the earliest convenient date. A detailed note is added to your order, and an email notification is sent to you confirming the scheduled delivery date. Should you require a reschedule, kindly reply to the email, and we will accommodate your request. Please note that deliveries are exclusively carried out on weekdays.

No, but you can easily create an account. You have two options:
Go to ‘My Account‘ and click ‘Register a new account,’ or
While completing your purchase, check the ‘Create an account’ box with the information you’ve entered. This option appears just before the notes/comments section.

We offer many different payment options, all of which are free to the customer – we will not charge any extra fees for any payment method.

We accept any type of credit/debit Cards (Visa, Mastercard, American Express), Paypal, Bank Transfer. Please note that when you choose choosing “Bank Transfer” payment method, we’re not responsible for any additional fees that your client’s bank may charge while making a transfer to our bank account.

All our bank accounts are registered in Portugal.

Yes, you can track your order status in your personal account on our website using the provided distribution code. Alternatively, you can find comprehensive order details by clicking on “Tracking Order“.

An email containing the tracking number will be sent to you on the day your order is picked up from our facility. You can use this number to monitor your shipment with the shipping carrier.

Your invoice will be included with your order or sent to you via email. In the event that you do not receive it, please reach out to us using the contact form or by email.

To modify your VAT number and billing address, please send an email us. Kindly include your account information and the new details.

Once your order is placed, you’ll receive an email during the next business hours with your delivery schedule. Deliveries are arranged for business days only.

All deliveries are handled by express courier or pallet service. Please note that our delivery service does not include carrying items into your home. For any inquiries, you can contact our support team via email at welcome @ portugal-fiberglass .com.

Upon delivery, always check that the number of boxes matches the delivery note. If not, make a note of it on the delivery note/shipping document. Without this note, it may be impossible to claim for replacement or damage. Also, inspect the packages thoroughly and note any issues on the carrier’s delivery document. If the goods are damaged or incorrect, this must be noted on the delivery note. Once the order is received, the responsibility for any loss or damage passes to you, the customer.

Shipping to the Iberian Peninsula is free of charge. For the rest of Europe, shipping costs vary depending on the delivery address. More information can be found on product page.

Our deliveries are made by express courier or on pallets. In the event that the order is returned due to incorrect information provided or repeated absence of the recipient, it will only be reshipped after confirmation of a new address and payment of the respective shipping costs. The costs of returning the order will be charged to the customer who requested the service.

The mentioned shipping time may vary as there are usually several companies involved in shipping to countries other than Portugal. Portugal fiberglass is not responsible for delivery delays, however, we do our best to ensure that you receive your products as quickly as possible. If you have any questions about shipping, please do not hesitate to contact us.

Given the dimensions of these products, the standard delivery time is between 10 and 15 business days. For more precise delivery estimates, please consult the delivery table on each individual product page.

All our products are produced and dispatched directly from our facilities in Portugal. For customers within the European Union, there are no additional customs charges. However, shipments to destinations outside the EU may incur customs duties.

Our shipping services are limited to mainland Europe. For destinations outside this region, customers must handle their own shipping, typically by working with a freight forwarder. We have experience sending orders to forwarders like:

• Marfrete (Azores)
• Alcotrans (Madeira island)
• ETE Logistica S.A. (Azores and Madeira)

Balearic Islands

• Moldtrans (Palma de Mallorca y Calvia)
• Erchiga Logística Valencia (Palma de Mallorca y Calvia)
• Fornés Logistics (Manacor)
• Punkytrans S. L. (Ibiza)

If your order is to be delivered to a freight forwarder, please ensure that the shipping address you provide corresponds to the forwarder’s mainland address.

Once the order has been dispatched from our warehouse, we cannot do anything about the delivery.
The easiest & fastest way to receive an update on your shipping is to contact the carriers directly. You can find carriers’ contact info in the shipping confirmation you’ve received from us.
If you’re still having troubles with delivery, contact our customer team at welcome @ portugal-fiberglass .com.

Please check your spam newsletter inboxes, as our confirmations sometimes land there. If it’s not there, please contact us via email or by completing the form.

Should you wish to receive an update on your order, simply reach out to us through the contact form or at welcome @ portugal-fiberglass .com. Please note that we regularly send updates via email, though these messages can occasionally land in your SPAM or Junk folders. Be sure to check those folders for any missed communications.

Absolutely, you can cancel your order anytime before it’s shipped, and you’ll receive a full refund. Please note that for custom products, cancellations are only possible within 3 business days. Be aware that any changes could impact the delivery schedule. For further information, feel free to contact us at welcome @ portugal-fiberglass .com. Additionally, the delivery address can be updated anytime before the order is dispatched – just ensure you notify us while the order is still with us.

Absolutely, we want you to be absolutely satisfied with your purchase, however we do understand that sometimes unexpected situations occur.

If you do not wish to keep your product, you may return your non-damaged and unused purchase (sample set excluded) in its original packaging within 14 days of delivery. The customer is responsible for shipping charges associated with returning a non-damaged item. The item must be returned in its original condition—undamaged, unused, in its original packaging, and with all original accessories. If these conditions are met, you’ll receive a full refund.

Return shipping costs are the customer’s responsibility, except in cases where the product was damaged during shipping, provided this is recorded on the delivery note. Our products cannot be shipped via regular mail, with shipping costs ranging from €100 to €2000.

We strongly recommend inspecting your packages upon delivery to ensure they arrive in perfect condition. If there is damage, please note it on the delivery receipt. This is the only way we can guarantee an exchange.

To return an item: Send it back to the return address listed on the invoice included with your order. Notify us of the return by emailing welcome @ portugal-fiberglass .com.

Return conditions:

The item must be in perfect condition, with no marks or damage; return the complete item with all components, accessories, instruction manual, and original packaging; include the invoice with the returned item; returns must be made within 14 days of delivery. If the item is returned as specified, you will receive a full refund.

Non-customized items delivered with damage can be returned free of charge. Returns will only be classified as ‘damaged’ if recorded on the delivery note. Goods should be inspected upon receipt.

If the item has not yet shipped, or if the wrong product was sent, a refund and pickup can be arranged at no additional cost.

Our products cannot be sent through regular mail, and shipping costs range from €100 to €2000.

In the event of a return, your purchase will be refunded once we confirm that the return conditions have been satisfied. Portugal Fiberglass will process the refund within 14 days of receiving the returned goods.

Refunds will be issued via the original payment method whenever possible. If not, we will request your NIB/IBAN for a bank transfer.

Each product purchased from Portugal Fiberglass is covered by a 3-year warranty.

Given the durable nature of fiberglass, with regular maintenance, these products can serve you for many years and can often be repaired if damaged.