1. Scope

EVAN Care ships orders worldwide through selected shipping partners. Shipping times and costs vary depending on the country or territory, the shipping method available, and the option chosen at checkout. Whenever shipping to a country and/or territory is temporarily suspended, this information will be indicated at checkout.

2. Order processing

After payment confirmation, orders are processed, prepared, and delivered to the carrier within a maximum of four business days. Business days are considered Monday through Friday, except holidays in Portugal. During periods of high volume (campaigns, summer, Black Friday, Christmas, or promotional periods), the delivery time may be longer. In the event of a significant delay, the customer will be informed by email. EVAN Care may, in exceptional cases, split an order into several shipments at no additional cost to the customer.

3. Estimated delivery time (transit time - estimates)

The times provided below correspond to transit time after shipment (they do not include processing time):

• Mainland Portugal: two to five business days;
• Azores and Madeira: three to 10 business days;
• European Union (except Ireland): three to 10 business days;
• United Kingdom and Ireland: four to 14 business days;
• United States and Canada: seven to 14 business days;
• Africa, Latin America, and the Middle East: 10 to 25 business days;
• Asia and Oceania: 10 to 30 business days.

These estimates depend on the carrier, the service contracted, air and/or sea traffic restrictions, and any customs procedures over which EVAN Care has no control.
Operational note: During periods of high logistical congestion (campaigns, summer, Black Friday, Christmas, or promotional periods), delays are to be expected and are beyond the direct responsibility of EVAN Care.

4. Shipping costs

Shipping costs are calculated automatically at checkout, taking into account:

• The total weight of the order;
• The destination;
• The selected shipping method;
• Any current promotions.

EVAN Care offers free shipping in Portugal and Spain for orders over €100.00 (one hundred euros) when this policy is active. This amount may be updated periodically, so the shipping cost is the one shown at checkout at the time of purchase. Free shipping campaigns are not retroactive and apply exclusively to orders completed during the advertised period.

5. Import duties, taxes, and customs

For shipments outside the European Union, the following may apply:

• Local VAT;
• Import taxes;
• Customs duties;
• Inspection or storage costs charged by the carrier.

These charges are the responsibility of the customer, unless explicitly stated at checkout (e.g., DDP - Delivered Duty Paid shipments).
EVAN Care does not control customs procedures or any resulting delays or additional costs. The customer is responsible for checking with local authorities for the rules applicable to the destination country.

6. Tracking

Whenever the contracted service provides a tracking number, it will be sent by email after shipment. If the customer does not receive the tracking email, they should check their spam folder or contact EVAN Care. Some economy services may not include tracking. In such cases, this will be indicated at the time of shipment.

7. Failed deliveries, return to sender, and reshipments

7.1 Failed deliveries

If the carrier is unable to deliver the order, it may:

• Make a new delivery attempt;
• Deposit the order at a collection point;
• Request confirmation or correction of the address.

The customer is responsible for updating their address.

7.2 Return to sender

An order may be returned to EVAN Care if:

• It is not picked up at the collection point within the specified time frame;
• The address is incorrect or incomplete;
• There is an unjustified refusal to accept delivery;
• There is a continued inability to deliver.

7.3 Consequences of return

When the order is returned to EVAN Care, the customer may choose between:

• Requesting a new shipment, upon payment of the new shipping costs;
• Obtaining a refund, in which case only the value of the products will be refunded, minus the logistics costs actually incurred by EVAN Care (shipping and return, when applicable).

EVAN Care does not refund original shipping costs in cases of incorrect address, absence, failure to collect, or unjustified refusal.

8. Lost or damaged orders

8.1 Damage to the order

If the order shows visible signs of damage, we recommend:

1. Refusing delivery, whenever possible; OR
2. Registering the reservation with the carrier upon receipt.

The customer should contact EVAN Care by email at geral@evancare.com, providing the following information:

• Order number;
• Photographs of the external packaging;
• Photographs of the damaged product(s).

8.2 Reporting deadlines

The report should ideally be made within 48 hours of the expected or actual delivery date. Failure to comply with this deadline may limit the possibility of compensation from the carrier.

8.3 Lost orders

If the order is not delivered within the maximum expected time frame, an investigation will be opened with the carrier. The verification process may take a few days. When the loss is confirmed, the customer can choose between:

• Free replacement of the order; OR
• Full refund.

9. Cancellations before shipment

The customer may request cancellation of the order before shipment by sending a written notice to geral@evancare.com.
If the cancellation request is received before the order is shipped, a full refund of the amounts paid, including the value of the products, will be made. After the order has been shipped, cancellation is no longer possible, and only the conditions set out in the Return and Refund Policy will apply, including the exercise of the right of free termination. In these cases, the return costs are fully borne by the customer, and the refund will only be processed after the products have been physically received at EVAN Care's premises and their condition has been verified, under the terms defined in this document.

10. Changes to conditions, prices, and services

The deadlines, costs, shipping methods, and destination countries presented at checkout are those applicable to the order. EVAN Care reserves the right to:

• Change shipping prices;
• Adjust free shipping policies;
• Update partner carriers;
• Temporarily suspend shipments to certain destinations;
• Modify these shipping terms at any time.

Changes do not affect orders that have already been confirmed.

11. Protection of consumer rights

Nothing in these shipping terms shall prejudice or limit the consumer's legal rights under the applicable legislation in the country of sale.

Last updated: January 9, 2026