SHIPPING

Can I change my shipping address or order details?

If your order hasn’t been processed yet, we might be able to update your details. However, since orders are automatically handled by our warehouse system, we can’t guarantee any changes will be possible.
If you need to make a correction, please contact us as soon as possible at hello@rarusshop.com with your order number and the correct information.

What is the status of my order?

Once your order is placed, you’ll receive a confirmation email within 24 hours. If you don’t see it, please check your spam or junk folder.
We’ll send a second email with your tracking number once your order has been dispatched.
If your order is shipped via GLS, you’ll also receive an email directly from the carrier the day before delivery, with more details about the estimated delivery and, if available in your area, the option to redirect to a Parcel Shop.

How long does delivery take?

• Portugal and mainland Spain: approx. 2 business days, unless the item is marked as pre-order

• Portuguese islands: up to 5 business days

• Spanish islands: up to 10 business days

• International orders:

  • With standard shipping, delivery may take 10–15 business days depending on the destination

  • With FedEx, delivery is faster and usually takes no more than 5 business days

Orders are dispatched on business days only. Orders placed during weekends or public holidays will be processed on the next working day.

If you have any questions, feel free to contact us at hello@rarusshop.com

Will I need to pay customs or duties?

Orders are shipped from Portugal (within the EU), so no customs or import duties apply for EU countries.
For non-EU countries, local import duties and taxes may apply depending on your country's regulations. We recommend checking with your local customs office before placing an order.

My tracking says “delivered” but I haven’t received anything. What should I do?

Our delivery service does not require a signature, so if no one is home and the driver deems it safe, the parcel may be left at your address.
Please check with your household, mailbox, building manager or neighbours who might have accepted it on your behalf.
If you still can't find it, send us an email at hello@rarusshop.com and we’ll investigate further with the courier.

Can I collect my order from a pickup point or your warehouse?

Yes!
You can collect your order directly from our store:
Rarus – Av. Dom João IV, 578, Guimarães, Portugal

Additionally, if your order is shipped via GLS, you may choose to redirect the delivery to a Parcel Shop (pickup point), if available in your area.
You’ll be given this option in the GLS email sent the day before delivery — simply follow the instructions to select a new delivery location.

How much is shipping to my country?

Shipping costs are calculated at checkout. You’ll see the final amount before completing your order.

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ORDER ISSUES

Can I change something in my order?

Orders are handled automatically by our system, so we can’t guarantee changes. However, if the order hasn’t been packed yet, we’ll do our best to help.
Please contact us as soon as possible at hello@rarusshop.com with your order number and the requested change.

Can I cancel my order?

Once placed, orders cannot be cancelled. However, you’re welcome to return the item(s) once you’ve received them, as long as they meet our return criteria.

I haven’t received an order confirmation – what should I do?

Check your spam or junk folder. If it’s not there, you may have entered the wrong email address.
Send us a message at hello@rarusshop.com with your full name and (if possible) your order number, and we’ll resend the confirmation to the correct address.

Part of my order is missing – is the rest still coming?

We’re sorry for the inconvenience. Please email us at hello@rarusshop.com with your order number so we can look into it right away.

I received the wrong item or size – what should I do?

Double-check your order confirmation. If you received the wrong item or size, send us an email at hello@rarusshop.com with your order number and a photo of what you received.

My item arrived damaged or faulty – what now?

We’re really sorry to hear that. Please send us an email at hello@rarusshop.com with your order number and clear photos of the issue, and we’ll get it sorted as quickly as possible.

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RETURNS

What is your return policy?

You can return items within 14 days of delivery for a refund or store credit.
All items must be returned in their original condition, with all tags and packaging intact, and no signs of wear, stains, perfumes, or alterations.

Please refer to our Returns Policy page for more information.

Has my return been received?

You can track the delivery of your return using your tracking number — we always recommend returning with tracking.
Once we receive your parcel, please allow a few days for us to process the return.
You’ll receive an email once the return has been handled, or you may see the refund directly on your original payment method shortly afterward.

Do you offer refunds?

Yes, we do!
As long as your return meets our conditions, your refund will be issued back to the original payment method used.

Please see our Returns Policy page for full details.