Last updated: October 13, 2026

This Shipping Policy explains how ACUPARA ("we", "us", "our") ships orders placed on acuparastore.com. ACUPARA is an online gift shop based at Carrer de Rogent 52, 08026 Barcelona, Spain.

If you have a question that isn't answered here, email us at support@acuparastore.com. Email is our only support channel, and we reply within 24 hours on business days.

Nothing in this policy limits any rights you have under the consumer protection laws of your country of residence.

At a glance

• Free shipping on every order. No minimum spend, no handling fee.
• Every order is tracked. You'll receive a tracking number by email as soon as your order ships.
• Processing time: 1–2 business days before your order leaves us.
• Where we ship: the United States, the United Kingdom, Canada, Australia, and New Zealand.
• Delivery times: see the table below. All delivery times are estimates, not guarantees.
• Need help? Email support@acuparastore.com with your order number.

Where we ship

We currently ship to addresses in:

• United States
• United Kingdom
• Canada
• Australia
• New Zealand

If your country isn't listed, we're unable to accept orders for delivery there at the moment.

When you visit our store, prices are shown in the local currency of the market you're shopping from. You'll see the final price, including any taxes we're required to collect, before you pay at checkout.

Shipping costs

Shipping is free on every order, to every country we ship to. There is no minimum order value and no separate handling charge. The only possible additional cost on delivery relates to import duties and taxes, explained in "Duties, taxes, and customs" below.

Order processing time

After you place your order, we need 1–2 business days to prepare, pack, and hand it over to the carrier. This is the "processing time." It is separate from, and comes before, the delivery time.

• Business days are Monday to Friday, excluding public holidays.
• Orders placed on a weekend or public holiday start processing on the next business day.
• During busy periods (such as sales or the weeks before major holidays), processing can take longer. If we expect delays, we'll say so on our website.
• If an item in your order is delayed or unexpectedly unavailable, we'll email you and let you choose how to proceed: wait for the item, choose an alternative, or receive a refund for that item.

Estimated delivery times

Once your order has shipped, these are our estimated delivery times:

Destination	Estimated delivery time after dispatch
United States	6–10 business days
United Kingdom	4–7 business days
Canada	7–12 business days
Australia	8–14 business days
New Zealand	8–14 business days

Your total wait is the processing time plus the delivery time.

These estimates are given in good faith, based on information from our carriers. They are not guaranteed delivery dates. Deliveries can take longer because of customs checks, severe weather, carrier capacity, public holidays, or delivery to remote or rural areas. These factors are outside our control, but we'll always help you find out what's happening with your parcel.

We ship with tracked services from DHL, UPS, Royal Mail, USPS, Canada Post, Australia Post and NZ Post. The carrier used for your order depends on the destination and the size and weight of the parcel.

Seasonal and holiday order deadlines

Before busy gifting periods, we may publish recommended "order by" dates on our website. These dates are estimates based on our processing time and the guidance published by our carriers. They are not guaranteed delivery dates. If your gift needs to arrive by a particular day, we recommend ordering as early as possible.

Order tracking

Every order ships with tracking.

• When your order leaves us, we'll send you a shipping confirmation email with your tracking number and a tracking link.
• You can also follow your order on the order status page. The link is in your order confirmation email (and in your account, if you have one).
• It can take a little time after dispatch for tracking information to appear in the carrier's system.
• For international parcels, your parcel may be handed over to a local carrier in the destination country. When that happens, the tracking number or tracking website can change. The tracking page will usually show the new details.

If you haven't received your shipping confirmation email, please check your spam or junk folder first, then email support@acuparastore.com.

Orders with several items

If you order more than one item, your order may arrive in more than one parcel. Each parcel is tracked, and there is no extra charge. Your shipping confirmation email(s) will show which items are in each parcel.

Duties, taxes, and customs

Any sales taxes we are required to collect (such as VAT or GST) are shown at checkout.

Import duties and taxes: Duties and import taxes may be charged by the carrier or customs authority on delivery (DDU); these charges are not collected by us and are the recipient's responsibility.

Please keep in mind:

• Parcels that cross borders can be held for inspection by customs. Customs delays are outside our control and the carrier's control, but we'll help in any way we can.
• We declare the contents and value of every parcel accurately, as the law requires. We can't mark orders as "gifts" or declare a lower value to reduce duties or taxes.
• If a carrier or customs authority asks you to pay a charge you weren't expecting, please email us before refusing the parcel so we can explain your options. A refused parcel may be returned to us, held, or disposed of by the carrier, which can make it harder to resolve.

Your shipping address

Please check your shipping address carefully at checkout, including apartment or unit numbers, postal or ZIP code, and phone number (carriers sometimes need it to arrange delivery).

• PO boxes: Delivery to PO boxes is allowed for standard tracked shipping (not for express services).
• Parcel forwarding services: If you ship to a parcel forwarder, our tracking ends when the parcel is delivered to the forwarder's address. We can't track or take responsibility for the onward journey arranged by the forwarder.

Changing your address or your order

You can change your shipping address only before your order has shipped, and only by emailing support@acuparastore.com. Please include your order number and your full, corrected address.

We'll do our best to update your order, but we can't guarantee a change if your order is already being prepared. Once your order has shipped, we can no longer change the address. In some cases the carrier lets you request a redirection through its own tracking website; whether this is possible is up to the carrier.

To cancel an order before it ships, email us as soon as possible. If your order has already shipped, you can return it under our Refund and Returns Policy.

If your order is late or appears to be lost

If your order hasn't arrived within the estimated timeframe:

• Check the tracking link in your shipping confirmation email for the latest status.
• Check that the shipping address in your order confirmation email is correct.
• Look out for a delivery card or message from the carrier.

If the estimated delivery window has passed and tracking hasn't updated for several business days, please email support@acuparastore.com with your order number. We'll contact the carrier and open an investigation. If the carrier confirms the parcel is lost, or if it can't be found within a reasonable time, we'll send you a replacement at no cost or give you a full refund, as you prefer (replacements depend on stock).

Parcel marked as delivered but not received

Sometimes a parcel is marked as delivered a little before it actually arrives, or it is left in a safe place or with a neighbor. Before contacting us, please:

• Check around your property, mailbox, porch, garage, or any safe place you've used before.
• Ask neighbors, other household members, or your building's reception or mailroom.
• Check the tracking page for delivery details, such as a photo or a note about where the parcel was left.
• Wait until the end of the next business day, as parcels sometimes arrive late after being scanned.

If you still can't find it, email support@acuparastore.com with your order number as soon as possible. We'll open an investigation with the carrier. The carrier may ask you to confirm in writing that the parcel was not received, and in some cases may ask for a report to the local police.

Under consumer law in many countries, goods remain at our risk until they come into your physical possession (or that of a person you nominate). Where a parcel was not delivered to you, to a person you nominated, or to a safe place you chose, we'll send a replacement or refund your order. We may decline a claim where there is clear evidence of fraud or misuse.

Damaged parcels or items

If your parcel arrives visibly damaged, please take photos of the packaging before opening it, if you can.

If an item arrives damaged, email support@acuparastore.com within 14 days of delivery with:

• your order number;
• photos of the damaged item;
• photos of the outer packaging and shipping label.

We'll send a replacement or give you a refund, at no cost to you. If we need the item back, we'll tell you how to return it, and we'll cover the return cost. Reporting damage promptly helps us resolve your case and claim from the carrier. It does not affect your legal rights regarding faulty goods; see our Refund and Returns Policy.

Wrong or missing items

If you received the wrong item, or an item is missing from your order, email support@acuparastore.com within 14 days of delivery with your order number and a photo of what you received. Before you contact us, please check your shipping confirmation email(s) in case your order was sent in more than one parcel.

We'll send you the correct or missing item at no cost. If we need the wrong item back, we'll arrange its return at our cost.

Incorrect or incomplete addresses

If an address entered at checkout is incorrect or incomplete and the parcel is returned to us, we'll contact you to arrange reshipment to the correct address or a refund for the items.

If a parcel is delivered to an incorrect address that was entered at checkout, we'll work with the carrier to try to recover it. However, we can't guarantee a free replacement or refund if the parcel can't be recovered.

Failed delivery and unclaimed parcels

If the carrier can't deliver your parcel (for example, because nobody is available to sign for it), it will usually leave a notice, try again, or hold the parcel at a local depot or pickup point for a limited time. Please follow the carrier's instructions and collect your parcel in time.

If an unclaimed parcel is returned to us, we'll contact you to arrange reshipment or a refund for the items.

Questions

For anything related to shipping, email support@acuparastore.com with your order number. We reply within 24 hours on business days.

Related policies: Refund and Returns Policy · Terms of Service · Privacy Policy