Shipping Policy
Last updated: 13 August 2026
Effective date: 13 August 2026
Version: 4.0 (Release Candidate)
1. Scope
This Shipping Policy describes the shipping and delivery conditions for products purchased on the Store operated by Zultem (Tax ID 244007225), hereinafter "Zultem" or "the Operator" — a designation valid regardless of the entity's legal form at any given time —, and supplements the Terms and Conditions, of which it forms an integral part.
2. Markets Served
As of the publication date of this document, Zultem ships orders to Spain. Expansion to other European Union Member States will be reflected on the Store as it takes place, without the need to amend this documentary structure — the markets actually served at any given time are those indicated at the Store's checkout.
3. Shipping Model
The products made available on the Store are, as a rule, shipped directly by Zultem's partner suppliers, mostly located within the European Union, and not from Zultem's own stock. This circumstance has the following consequences, which are particularly relevant to this supply model:
- An order containing more than one product may give rise to several separate shipments, each dispatched independently, depending on the supplier responsible for each product;
- Each shipment has its own tracking number, made available to the Customer separately, as soon as it is issued by the respective carrier — an order may therefore be associated with more than one tracking code;
- Different products within the same order may reach the Customer on different days, even though they were ordered and paid for in a single transaction, depending on the preparation times and carriers used by each supplier;
- This division into several shipments does not entail any additional cost to the Customer beyond that initially presented at checkout, unless the Customer has been previously informed otherwise;
- Zultem remains, under all circumstances, the entity contractually responsible to the Customer for the conformity and delivery of the entire order, regardless of the number of shipments into which it is divided or the entity that physically dispatches each product.
Zultem works with multiple logistics partners, selected and adjusted according to the destination, the product and the optimisation of the service provided to the Customer, without this Policy depending on the specific identity of any particular carrier. Should Zultem adopt, in the future, a model based wholly or partly on its own stock, this Shipping Policy will be updated accordingly, without prejudice to the general principles established herein.
4. Delivery Times
The delivery times shown on the product page and at checkout are estimates, calculated on the basis of the average preparation and shipping time by the supplier and the average transit time of the carrier, and do not constitute guaranteed delivery times, unless expressly indicated as such.
| Stage | Estimated time |
|---|---|
| Preparation and shipping by the supplier | Indicated on each product page, and may vary depending on the responsible supplier |
| Carrier transit to destination | Indicated at checkout, depending on the order's destination and the carrier used |
| Total estimated end-to-end time | Resulting from the sum of the two preceding stages, confirmed in the order confirmation email |
These times are recalculated and dynamically presented on the Store according to the specific product, supplier and destination, and no single time limit applicable to all orders is set out in this Policy. Under no circumstances may the estimated time presented to the Customer at the time of purchase subsequently be extended by Zultem without justification, without prejudice to the provisions of Section 7 regarding delays attributable to third parties.
5. Shipping Costs
Shipping costs, where applicable, are presented to the Customer before completion of the purchase, itemised separately from the price of the products, in accordance with the pre-contractual information duty set out in Decree-Law No. 24/2014. Any free shipping conditions, where available, are presented under the same terms.
6. Order Tracking
Whenever made available by the carrier, a tracking number is sent to the Customer by email, allowing the delivery status to be monitored. The order status can also be checked in the account area at account.zultem.com, where the Customer holds a registered account.
7. Delivery Delays
Zultem makes reasonable efforts to ensure compliance with the estimated delivery times. However, shipping by third-party suppliers and transport by external logistics partners mean that delays attributable to these parties may occur, namely for reasons relating to the carrier's operations, weather conditions or other factors beyond Zultem's direct control.
In the event of a significant delay relative to the estimated time, the Customer may contact customer support through the means indicated in the Contact Information, for follow-up purposes with the supplier or carrier.
If Zultem fails to deliver within the agreed period, the Customer must give Zultem notice to make the delivery within a further reasonable period, appropriate to the circumstances. If delivery is not made within that further period, the Customer is entitled to terminate the contract in respect of the undelivered products, with a full refund of the corresponding amount, under the terms and within the periods set out in the Returns and Refunds Policy. The Customer may terminate the contract immediately, without needing to grant this further period, if Zultem has refused to deliver the products or if compliance with the agreed delivery time is, given the circumstances of the order, essential.
8. Loss or Damage of the Order
If the order is received with visible damage to the packaging, the Customer is advised to record the occurrence with the carrier at the time of delivery, whenever possible, and to contact Zultem as soon as possible after receipt, through the contacts indicated in the Contact Information, sending photographs of the product and the packaging. Prompt communication facilitates resolution with the supplier or carrier, without prejudice to the Customer's right, in any case, to exercise the rights set out in the Returns and Refunds Policy within the legal periods indicated therein.
In the event of loss confirmed by the carrier, or of damage in transit, Zultem will, depending on the case and upon confirmation with the supplier or carrier, either resend the product or refund the amount paid, at no additional cost to the Customer. Where applicable, the refund follows the same method and period set out in the Returns and Refunds Policy for refunds under the right of withdrawal.
9. Transfer of Risk
Under Article 15 of Decree-Law No. 24/2014, the risk of loss or damage to the products transfers to the Customer at the moment when the Customer, or a third party designated by the Customer (other than the carrier), physically takes possession of the goods. Until that moment, the risk lies with Zultem.
10. Delivery Address
It is the Customer's responsibility to provide a correct and complete delivery address at the time of ordering. Zultem is not liable for delays, losses or additional costs arising from errors or insufficiency in the delivery details provided by the Customer. If the order is returned to origin due to an incorrect address or because delivery could not be made for reasons attributable to the Customer, reshipment costs may be charged.
This document forms an integral part of Zultem's set of legal documents, which also includes the Privacy Policy, the Terms and Conditions, the Returns and Refunds Policy, the Cookie Policy, the Legal Notice and the Contact Information.