Shipping Policy

Last updated: 8 June 2026

This Shipping Policy applies to orders placed on CorkLayer.com. CorkLayer is a premium modular cork flooring product made in Portugal by CorkMart.

We ship from Portugal to Portugal, the European Union, the United Kingdom, the United States and selected international destinations worldwide.

1. Shipping partners

For deliveries within Portugal and Spain, we usually ship with CTT Expresso or GLS.

For deliveries to the rest of the world, our main logistics partner is UPS. Depending on destination, service availability, parcel size, operational constraints, customs requirements or carrier performance, we may also ship with DHL, FedEx or another reputable logistics partner.

All CorkLayer shipments are sent with tracking and transport insurance according to the selected carrier’s conditions.

2. Shipping origin

All orders are prepared and dispatched from Portugal.

Because CorkLayer is a modular flooring product, some larger orders may be shipped in multiple boxes. For example, larger project packs may be divided into several cartons for safer handling and transport.

3. Order processing time

Orders are usually processed within 1 to 3 business days after payment confirmation, unless otherwise stated on the product page or during checkout.

During product launches, promotional periods, high-demand periods, holidays or temporary stock shortages, processing times may be longer. If there is a significant delay, we will contact you using the email address provided at checkout.

Business days are Monday to Friday, excluding Portuguese public holidays and carrier holidays.

4. Estimated delivery times

Delivery times are estimates and begin after the order has been dispatched, not from the moment the order is placed.

Destination	Estimated delivery time after dispatch
Portugal	1–3 business days
Spain	2–5 business days
European Union	3–8 business days
United Kingdom	4–10 business days, subject to customs clearance
United States	4–12 business days, subject to customs clearance
Rest of World	7–20 business days, depending on destination and customs clearance

Delivery delays may occur due to customs inspections, incorrect addresses, remote areas, carrier disruptions, severe weather, strikes, force majeure events or other circumstances outside our control.

5. Shipping rates

Shipping rates are calculated based on destination, order weight and the shipping zone configured at checkout.

The final shipping rate available for your order will be shown at checkout before payment.

5.1 Portugal

Order weight	Shipping rate
0–1 kg	€4.90
1.01–7.99 kg	€6.90
8 kg+	Free Shipping

5.2 European Union

Order weight	Shipping rate
0–1 kg	€9.90
1.01–7.99 kg	€14.90
8 kg+	Free Shipping

5.3 United Kingdom

Order weight	Shipping rate
0–1 kg	€14.90
1.01–7.99 kg	€19.90
8 kg+	Free Shipping

5.4 United States

Order weight	Shipping rate
0–1 kg	€24.90
1.01–7.99 kg	€39.90
8 kg+	Free Shipping

5.5 Europe Non-EU Premium

This zone may include countries and territories such as Switzerland, Norway, Iceland, Liechtenstein, Andorra, Monaco, San Marino, Gibraltar, Guernsey, Jersey, Isle of Man, Faroe Islands, Vatican City and Åland Islands.

Order weight	Shipping rate
0–1 kg	€14.90
1.01–7.99 kg	€24.90
8–20 kg	€24.90
20.01–40 kg	€39.90
40.01–60 kg	€59.90
60.01 kg+	€99.90

5.6 Canada & Mexico

Order weight	Shipping rate
0–1 kg	€29.90
1.01–7.99 kg	€49.90
8–20 kg	€49.90
20.01–40 kg	€89.90
40.01–60 kg	€129.90
60.01 kg+	€199.90

5.7 Premium Overseas

This zone may include countries and territories such as Australia, New Zealand, Japan, South Korea, Singapore, Hong Kong, United Arab Emirates, Qatar, Saudi Arabia, Kuwait, Bahrain, Israel, Malaysia, Taiwan, Thailand and South Africa.

Order weight	Shipping rate
0–1 kg	€34.90
1.01–7.99 kg	€59.90
8–20 kg	€69.90
20.01–40 kg	€119.90
40.01–60 kg	€179.90
60.01 kg+	€249.90

5.8 Latin America

This zone may include countries and territories such as Brazil, Chile, Argentina, Colombia, Peru, Uruguay, Paraguay, Costa Rica, Panama, Dominican Republic, Bolivia, Ecuador, El Salvador, Guatemala, Honduras, Nicaragua and Venezuela.

Order weight	Shipping rate
0–1 kg	€34.90
1.01–7.99 kg	€69.90
8–20 kg	€89.90
20.01–40 kg	€149.90
40.01–60 kg	€219.90
60.01 kg+	€299.90

5.9 Rest of World / High Cost

Order weight	Shipping rate
0–1 kg	€39.90
1.01–7.99 kg	€89.90
8–20 kg	€129.90
20.01–40 kg	€199.90
40.01–60 kg	€299.90
60.01 kg+	€399.90

Shipping rates may be subsidised by CorkLayer and may not represent the full cost paid to the carrier.

Free shipping applies only when shown at checkout. Free shipping does not include customs duties, import taxes, brokerage fees or local charges that may apply outside the European Union.

6. Free shipping eligibility

For Portugal, the European Union, the United Kingdom and the United States, CorkLayer currently offers free shipping on CorkLayer Original orders of 5 m² packs and larger, based on the product’s shipping weight.

The Sample Tile and 1 m² Pack have shipping calculated at checkout and are not eligible for automatic free shipping unless a specific promotion says otherwise.

Free shipping offers may be changed, limited or withdrawn at any time for future orders, but changes will not affect orders already confirmed.

7. Sample Tile shipping and sample credit

The CorkLayer Sample Tile is designed to help customers see and feel the material before ordering a full pack.

If you purchase a Sample Tile and later purchase a full CorkLayer pack, we may credit the sample product value back to your future order according to the terms of the promotion active at the time.

The sample credit applies only to the Sample Tile product price. Shipping fees paid for the Sample Tile are not included in the credit and are not refunded as part of the sample credit.

8. Address accuracy

The customer is responsible for providing a complete and accurate shipping address at checkout, including:

• full name or company name;
• street name and number;
• apartment, floor, unit or building information, if applicable;
• postal code;
• city and country;
• valid phone number and email address.

If the address is incomplete, incorrect or rejected by the carrier, we may contact you for correction before dispatch. This may delay the shipment.

If an order has already been dispatched and the address is incorrect, incomplete or cannot be changed by the carrier, the customer may be responsible for additional costs, including address correction fees, return-to-sender fees, reshipping costs and any applicable carrier charges.

9. PO boxes, pickup points and restricted addresses

Due to the size and weight of CorkLayer packs, we generally do not recommend shipping to PO boxes, parcel lockers or pickup points unless expressly accepted by the carrier at checkout.

For larger packs, a physical street address may be required.

10. Delivery attempts and customer availability

The carrier may require the recipient to be available at the delivery address. Some shipments may require signature, delivery confirmation or proof of delivery.

If the carrier attempts delivery and the recipient is unavailable, the carrier may:

• attempt delivery again;
• redirect the parcel to a pickup point;
• contact the recipient for instructions;
• hold the parcel for a limited period;
• return the shipment to us.

The customer is responsible for following the tracking updates and carrier instructions after dispatch.

11. Failure to collect, refusal of delivery and return to sender

If an order is returned to us because the customer refused delivery, failed to collect the parcel, provided an incorrect or incomplete address, was unavailable for delivery, did not respond to carrier contact attempts or failed to complete customs/import requirements, we may deduct from any refund the direct costs caused by the failed delivery, where permitted by law.

These costs may include original shipping costs, return shipping costs, carrier handling fees, customs return charges, storage charges, brokerage fees, payment processing costs and any damage caused by transport or failed delivery.

For consumer orders where a statutory right of withdrawal applies, we will not apply a penalty for exercising that legal right. However, the customer may remain responsible for return shipping costs and for any loss in value caused by handling the goods beyond what is necessary to inspect them, in accordance with applicable consumer law.

12. Non-receipt and missing deliveries

If tracking shows that a parcel was delivered but you did not receive it, please contact us within 5 calendar days of the marked delivery date.

We may ask you to provide:

• confirmation of the delivery address;
• a written statement of non-receipt;
• photos of the delivery location, if helpful;
• confirmation that neighbours, reception, building management or household members did not receive the parcel;
• any information required by the carrier or insurer.

We will open an investigation with the carrier. Carrier investigations may take several business days or longer, depending on the destination and carrier.

If the carrier confirms loss or misdelivery and the claim is accepted, we will arrange a replacement, store credit or refund, depending on the circumstances and product availability.

If the carrier confirms correct delivery with valid proof of delivery, we may not be able to issue a refund or replacement, but we will review each case reasonably and in good faith.

13. Lost parcels

A parcel may only be considered lost after the carrier’s investigation confirms loss or after the carrier’s official maximum investigation period has passed.

If a shipment is confirmed lost in transit, we will file a claim with the carrier and/or insurer. Once the claim is accepted or the loss is confirmed, we will arrange a replacement shipment or refund according to the circumstances.

14. Damaged packages and damaged goods

Please inspect your order as soon as it arrives.

If the outer packaging is visibly damaged at delivery, we recommend that you:

• take photos of the package before opening it;
• note the damage with the carrier, if possible;
• keep all packaging materials;
• contact us within 48 hours of delivery.

If the product itself is damaged, please contact us with:

• your order number;
• photos of the outer packaging;
• photos of the damaged product;
• photos of the shipping label;
• a description of the issue.

We may need this information to file a transport insurance claim. Please do not discard the packaging until the claim has been assessed.

If damage is confirmed and covered, we may provide replacement tiles, replacement packs, store credit or a refund, depending on the nature and extent of the damage.

15. Insurance

All CorkLayer shipments are insured according to the terms of the selected carrier and/or our transport insurance arrangements.

Insurance does not remove the customer’s responsibility to provide accurate delivery information, be available for delivery, follow carrier instructions and report issues promptly.

Insurance claims may be refused or limited if the customer discards packaging, delays reporting damage, refuses to cooperate with the claim process, provides incorrect information or fails to follow carrier procedures.

16. Customs, duties and import taxes

Orders shipped within the European Union are generally processed under EU rules. Orders shipped outside the European Union may be subject to customs duties, import VAT, brokerage fees, clearance charges, tariffs or local taxes.

Unless expressly stated otherwise at checkout, international orders outside the European Union are shipped on a DAP / duties and taxes unpaid basis. This means the customer is responsible for any import duties, taxes, clearance charges or local fees charged by the destination country or carrier.

CorkLayer cannot control or predict customs charges. Customs rules vary by country and may change without notice.

If the customer refuses to pay import charges, fails to provide documents required for customs clearance or refuses delivery because of import costs, the shipment may be delayed, abandoned, destroyed or returned to us. In such cases, we may deduct from any refund all costs incurred, including shipping, return shipping, customs charges, storage fees, carrier fees and any non-recoverable costs, where permitted by law.

17. Remote areas and additional carrier charges

Some addresses may be considered remote, difficult-access or extended-area destinations by the carrier.

If a carrier applies additional charges after checkout due to remote area delivery, oversized shipment, address correction, storage, customs handling or special handling, we may contact the customer before dispatch to agree on the additional cost or alternative delivery arrangement.

If the customer does not accept the additional charge before dispatch, we may cancel and refund the order.

18. Split shipments

Large CorkLayer orders may be shipped in multiple boxes or in separate shipments. Each shipment may have its own tracking number.

Partial delivery of a multi-box order does not necessarily mean the order is incomplete. Some boxes may arrive on different days, depending on the carrier’s routing and handling.

19. Delivery to businesses, projects and B2B orders

For B2B, wholesale, project or large-volume orders, special shipping arrangements may apply.

Large orders may be shipped by parcel carrier, pallet freight, road freight, air freight or another logistics method agreed before dispatch.

B2B orders, project orders, custom quotes and wholesale orders may be subject to specific written terms, including different shipping costs, delivery responsibilities, return conditions, restocking conditions and insurance arrangements.

20. Order cancellation before dispatch

If you need to cancel an order, please contact us as soon as possible.

If the order has not yet been prepared, packed, booked with the carrier or dispatched, we will try to cancel it and issue a refund.

If the order has already been prepared, booked with the carrier, collected or dispatched, the order can no longer be cancelled as a pre-dispatch cancellation. In that case, the return or withdrawal process may apply.

21. Returns, withdrawal and shipping costs

For eligible consumer orders placed online, customers in Portugal and the European Union have a statutory right to withdraw from the purchase within 14 days from the day they, or a third party indicated by them other than the carrier, receive the goods.

To exercise the right of withdrawal, the customer must inform us clearly within the applicable period.

Unless we offer to pay return shipping or unless applicable law requires otherwise, the customer is responsible for the direct cost of returning the goods.

Where the statutory right of withdrawal applies, we will reimburse eligible payments according to applicable law. We may withhold reimbursement until we have received the goods back or until the customer has supplied evidence of having sent the goods back, whichever occurs first, where permitted by law.

The customer is responsible for any loss in value of the goods resulting from handling other than what is necessary to establish the nature, characteristics and functioning of the goods. CorkLayer tiles that have been installed, used as flooring, cut, altered, stained, damaged, glued, exposed to unsuitable conditions or returned incomplete may be subject to a deduction for diminished value, where permitted by law.

This Shipping Policy should be read together with our Refund Policy and Terms of Service.

22. Restocking fees

No restocking fee is applied to consumers for exercising a statutory right of withdrawal where such a fee would not be permitted by applicable law.

For non-consumer orders, B2B orders, wholesale orders, project orders, refused deliveries, failed deliveries, non-collected parcels, customer-caused return-to-sender cases, or voluntary returns accepted outside the statutory withdrawal period, we may apply a reasonable restocking or handling fee where permitted by law and where communicated before acceptance of the return.

Any applicable restocking or handling fee will depend on the condition of the goods, order size, packaging condition, inspection needs, repacking requirements, logistics costs and whether the goods can be resold as new.

23. Product condition on return

Returned products must be sent back in suitable packaging and, whenever possible, in the original packaging.

The customer must take reasonable care to protect the goods during return transport. If goods are returned damaged due to poor packaging or improper handling, we may deduct the loss in value or reject the return where permitted by law.

For CorkLayer flooring products, returned items should be:

• clean;
• dry;
• complete;
• unmodified;
• not cut;
• not glued;
• not stained;
• not damaged;
• returned with all included components, if applicable.

24. Exchanges

We do not guarantee automatic exchanges.

If you ordered the wrong pack size or need to adjust your order, contact us. If the order has not been dispatched, we may be able to amend it. If the order has already been dispatched or delivered, a return and new purchase may be required.

25. Force majeure and events outside our control

We are not responsible for delays or failures caused by events outside our reasonable control, including but not limited to customs delays, carrier disruptions, strikes, severe weather, natural disasters, war, civil unrest, pandemics, border restrictions, import restrictions, technical failures, incorrect customer information or actions by public authorities.

26. Carrier selection

We reserve the right to choose the most appropriate carrier for each order based on destination, package size, weight, delivery reliability, insurance coverage and operational availability.

Carrier names shown on the website or in this policy are indicative and may change depending on the shipment.

27. Contact us

If you have any questions about shipping, delivery, tracking, damage, missing parcels or returns, please contact us before opening a carrier claim independently.

Email: info@corklayer.com

Website: https://corklayer.com

28. Legal and consumer information

Nothing in this Shipping Policy limits any mandatory consumer rights that apply under Portuguese, European Union or other applicable consumer protection law.

For customers in Portugal, CorkLayer will provide access to the official Electronic Complaints Book where required by law.

Electronic Complaints Book: https://www.livroreclamacoes.pt