Shipping Info


Ordering

All products are custom-made, requiring 10-12 business days for production, and up to 20 business days for stools (except for items in the “Ready to Ship” section). Please ensure your address is correct, as we cannot be responsible for undelivered or delayed parcels due to incorrect information. If your product is damaged upon arrival, contact us immediately with photos for further investigation.

Shipping

Shipping costs will be calculated at checkout. We ship worldwide mainly via UPS. Delivery times range from 2 to 5 business days, depending on the destination.
All items are made and shipped from Portugal.

Opala Home Talismans do not ship to PO Boxes.

Orders with Ready-to-Ship & Made-to-Order Items

If your order includes both ready-to-ship items and made-to-order pieces, your order will be shipped together once all items are ready.

Made-to-Order cushions require approximately 10–12 business days for production, while poufs and ottomans require approximately 15–20 business days.

If you would like to receive your ready-to-ship items sooner, please place a separate order containing only the pieces available in our ready-to-ship section. This way, they can be shipped immediately, while your made-to-order pieces are being handmade.

Customs and Import Fees

For orders shipped outside the European Union, please note that local import taxes, VAT, or duties are the responsibility of the recipient and will be collected by UPS or local customs office upon delivery.

Returns

You have the right to return your order within 14 days of delivery. To do so, simply let us know by email at info@opalahome.com within this period.

We kindly ask that items are:

  • unused
  • in perfect condition
  • well protected, in their original packaging

If an item shows signs of use beyond what is needed to inspect it, we may deduct an amount corresponding to its loss of value.

Pieces made to your own specifications (bespoke sizes, fabrics outside our collection or other custom requests) cannot be returned, unless they are defective.

Return Process

Customers may:

  • arrange the return shipment independently, or
  • request a collection service arranged by Opala

If a collection is arranged by us, the cost of return shipping will be deducted from the refund. We will confirm that cost with you before booking.

Refunds

Once your return is received, we will process your refund of the full value of the returned items within 14 days of your return request.

Please note:

  • the original delivery cost is refunded, up to the cost of our standard shipping option
  • return shipping costs are paid by the customer

Customs Duties & Taxes

For international orders, customs duties, import taxes, and related fees are charged by the destination country and are not collected by Opala.
These charges are non-refundable through Opala.
In some cases, they may be recoverable directly from your local customs authority once the goods are returned. We are happy to assist with any required documentation.

Damages and issues

Please inspect your order upon reception and contact us within 24 hours if the item is damaged or if you receive the wrong item, so that we can evaluate the issue and make it right. The contact email is: info@opalahome.com

This does not affect your legal guarantee: all our pieces are covered by the legal guarantee of conformity of 3 years from delivery.

Cancellations

  • Collection pieces can be cancelled at any time before shipping, for a full refund.
  • Personalised pieces can be cancelled within 24 hours for a full refund; after that, a 50% cancellation fee applies, as production to your specifications has begun.

Important Notes

  • We make every effort to display colours as accurately as possible; however, slight variations may occur due to different screen settings or lighting.
  • For full details, please see our Refund Policy.

Our Commitment

Our wish is to provide a pleasant and seamless experience.
If you have any concerns, please contact us at info@opalahome.com, we will always do our best to find a fair solution.

For any shipping issues or inquiries, please contact us at info@opalahome.com.