Shipping policy
The short version
- The first run is made to pre-order. It ships in 6–8 weeks, and you're told the estimated window at checkout.
- Portugal: €5.99, free over €45.
- Everywhere else: flat €17, to 236 regions.
- Every order is tracked.
- Outside the EU, import duties are not included — see below. This is the part people get caught by, so read it.
- Changed your mind before it ships? Cancel any time before dispatch for a full refund.
When your order ships
Everything in the first NEO-FORM run is made to order rather than pulled from a warehouse. That's deliberate — it means we produce close to real demand instead of guessing and dumping what's left.
The practical consequence is that you wait. Current estimate is 6–8 weeks from order to dispatch. You're charged when you order, because that's what reserves your size in the run.
- The estimated dispatch window is shown on the product page and again at checkout.
- If that window moves, we email you before you have to ask.
- You can cancel any time before dispatch for a full refund, no reason needed.
Once it ships, transit time is on top of the production window. See the table below.
Where we ship
We ship to 236 regions, from Portugal.
What it costs
| Destination | Cost | Free over |
| Portugal | €5.99 | €45 |
| Everywhere else | €17 flat | — |
The international rate is flat regardless of how much you order, so there's no threshold to reach outside Portugal. Prices are shown in your local currency where we support it; the amount your bank charges may differ slightly from the figure displayed, because conversion happens at the payment stage.
How long delivery takes
Counted from dispatch, not from when you order — add the 6–8 week production window to these.
| Region | Estimated transit | Carrier |
| Portugal | 1–2 business days | CTT |
| Rest of EU | 3–5 business days | CTT |
| UK | 5–7 business days | CTT |
| US / Canada | 7–14 business days | CTT |
| Rest of world | 10–21 business days | CTT |
These are estimates, not guarantees. Customs can add time we don't control.
Import duties and taxes
Orders within the EU. Nothing extra to pay. VAT is included in the price you see, and there's no customs step between EU countries.
Orders outside the EU — including the UK, US, Canada, Australia and everywhere else. The price you pay us covers the goods and the shipping. It does not cover import duty, customs charges or local sales tax.
Those are set by your country, not by us, and they're charged to you by the carrier — usually before they'll hand the parcel over. How much depends on your country's thresholds and on the value of the order.
We'd rather say this plainly than let you find out at the door:
- We cannot tell you the amount in advance. It varies by country and we don't control it.
- Refusing the parcel doesn't avoid the charge. If a parcel is returned to us because duties weren't paid, we'll refund the goods but not the original shipping, and any return charges the carrier bills us come out of the refund.
- If you're unsure what your country charges, check before you order — your national customs website will say.
Our parcels are declared accurately, at the price you paid. We won't mark an order as a gift or under-declare its value. That's fraud, and it puts you at risk rather than us.
Tracking
You'll get a tracking link by email when your order is dispatched. If it hasn't arrived within a few days of the estimated delivery date, check the tracking first — most delays are a customs hold or a failed delivery attempt, and the tracking will say so.
If something goes wrong
It's late. Check tracking. If it's genuinely stuck, email us and we'll chase the carrier — that's our job, not yours.
It's lost. If tracking shows no movement for 10 working days, tell us and we'll either resend or refund you in full. You don't have to prove anything.
It arrived damaged. Photograph the parcel and the item and email us. We'll replace it.
The address was wrong. Tell us as fast as you can — before dispatch we can usually fix it. After dispatch we can't redirect it, and if it comes back to us we'll refund the goods and re-charge shipping to send it again.
Returns and exchanges
Shipping and returns are separate things. Your first size exchange is free — worn or not — and we pay postage both ways. The full terms, including the 14-day right to cancel and how the hygiene seal affects it, are in Returns & exchanges.
Questions
Email hello@wearhaeld.com. A person reads it.
hæld is operated by Harmanpreet Singh, Rua Marquesa De Alorna 22, 2 ESQ Alvalade, 1700-303 Lisboa, Portugal. NIF/VAT 305898590.