Shipping policy

1. About this policy

This Shipping Policy applies to orders placed through Emerald Vault Comics.

The store is operated by:

Ngala Lda
Trading as Emerald Vault Comics
NIF/NIPC and VAT number: PT 518 798 038
Country of establishment: Portugal
Email: emeraldvaultcomics@gmail.com

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

Nothing in this policy limits mandatory rights available under Portuguese or European Union consumer law.

2. Delivery locations

Emerald Vault Comics currently delivers to:

• Portugal
• European Union countries
• Selected destinations outside the European Union

Available destinations and shipping prices will be displayed during checkout.

We may temporarily suspend delivery to particular destinations because of carrier restrictions, customs requirements, transport disruption, sanctions or other legal restrictions.

3. Order processing

In-stock orders are normally prepared for dispatch within 1 to 3 business days after payment has been confirmed.

Business days exclude:

• Saturdays
• Sundays
• Portuguese public holidays

Processing may take longer during:

• Product launches
• Promotional periods
• Holiday seasons
• Periods of unusually high order volume
• Supplier or carrier disruption

The delivery estimate begins when the order is dispatched, not when it is placed.

4. Collector-focused packaging

We understand that product condition is particularly important for comics, cards and collectibles.

Where applicable, individual comics will be:

• Bagged and boarded
• Secured against unnecessary movement
• Placed inside a protective comic mailer or equivalent rigid packaging
• Protected against bending, crushed corners and ordinary moisture exposure during transit

Trading cards, graded products, graphic novels and other collectibles will be packaged according to their size, value, weight and fragility.

Packaging methods may differ between orders. Clean and suitable packaging materials may be reused where this does not compromise protection or presentation.

5. Tracked shipping

Every Emerald Vault Comics order is sent using tracked delivery.

We do not offer an untracked shipping option.

After dispatch, customers will receive:

• A tracking number
• A tracking link or tracking instructions
• Available delivery updates from the carrier

Tracking may take some time to update after a shipping label is created or a parcel enters the carrier’s network.

Customers can track eligible CTT shipments using the carrier’s tracking service. [ctt.pt], [ctt.pt]

6. Shipping charges

Shipping charges are based on:

• Delivery destination
• Packed order weight
• Parcel dimensions
• Carrier and service selected
• Applicable customs or operational requirements

The applicable shipping price will be displayed before payment.

Portugal

European Union

Rest of the world

Shipping rates may be updated prospectively when carrier charges or operating costs change. Changes will not affect an order already accepted at a confirmed shipping price.

7. Free tracked shipping

Free standard tracked shipping is available for eligible orders delivered within Portugal when the product subtotal is at least €100 after discounts.

Unless otherwise stated:

• Free shipping applies only to deliveries within Portugal
• The threshold excludes shipping charges
• The threshold is calculated after discount codes
• The service used will be selected by Emerald Vault Comics
• Oversized or unusually heavy products may be excluded where this is disclosed before purchase
• Free shipping cannot be exchanged for money
• Free shipping cannot be applied retrospectively

8. Estimated delivery times

Estimated delivery times may be displayed at checkout or included in the dispatch confirmation.

These estimates are not guaranteed delivery dates unless a particular date has been expressly agreed.

Delays may result from:

• Public holidays
• Severe weather
• Carrier disruption
• Incorrect or incomplete addresses
• Failed delivery attempts
• Remote delivery locations
• Customs inspections
• International transport disruption
• Exceptionally high carrier volumes

Unless another period has been agreed, EU rules generally require delivery within 30 days. If delivery does not occur within the agreed period, the customer may provide an additional reasonable delivery period before cancelling, subject to applicable exceptions. [europa.eu], [europa.eu]

9. International orders

International shipping services vary according to destination, weight and carrier availability.

Since 1 January 2026, goods can no longer be sent using CTT International Registered Mail. International merchandise must therefore use an eligible postal parcel, priority or courier service. [ctt.pt]

Emerald Vault Comics may select an equivalent tracked carrier where reasonably necessary to complete delivery.

10. Customs and import charges

Orders delivered outside the European Union may be subject to:

• Import VAT
• Customs duties
• Customs-clearance charges
• Carrier administration fees
• Other destination-country charges

Unless checkout expressly states otherwise, these charges are not included in the product price or shipping charge and are the customer’s responsibility.

Emerald Vault Comics cannot control or predict charges imposed by foreign customs or tax authorities.

Customs declarations will be completed accurately. We will not undervalue an order or incorrectly describe a commercial purchase as a gift.

Customs procedures may delay delivery.

11. Delivery-address accuracy

Customers must supply a complete and accurate delivery address.

Before completing checkout, customers should verify:

• Recipient name
• Street name and building number
• Apartment, floor or unit information
• Postal code
• City
• Country
• Telephone number, where required

Address corrections should be requested immediately by emailing emeraldvaultcomics@gmail.com.

We cannot guarantee that an address can be amended after order preparation or dispatch has begun.

12. Failed delivery and uncollected orders

When delivery is unsuccessful, the carrier may:

• Attempt delivery again
• Leave collection instructions
• Hold the parcel at a collection point
• Request further information
• Return the parcel to Emerald Vault Comics

Customers are responsible for monitoring tracking and collecting parcels within the carrier’s stated collection period.

If an order is returned because the customer:

• Provided an incorrect or incomplete address
• Failed to collect the parcel
• Refused delivery without legal justification
• Failed to respond to reasonable carrier instructions

we may request payment of documented redelivery costs where legally permitted.

This does not apply where the failed delivery resulted from an error by Emerald Vault Comics or a carrier acting under our responsibility.

13. Delayed or lost orders

A temporary absence of tracking updates does not necessarily mean that a parcel has been lost.

Where a shipment appears unusually delayed, Emerald Vault Comics will investigate with the relevant carrier.

Customers may be asked to provide information reasonably required for the investigation.

If a carrier confirms that an order has been lost, we will provide the legally applicable remedy, which may include:

• Replacement, where suitable stock is available
• A refund
• Another solution agreed with the customer

Limited, graded, pre-owned or individually photographed products may not have an identical replacement.

Emerald Vault Comics remains responsible for delivery and will not require customers to resolve a confirmed loss directly with the carrier. EU consumer guidance confirms that responsibility for delivery remains with the trader. [europa.eu]

14. Damaged parcels

Customers should contact emeraldvaultcomics@gmail.com promptly if a parcel or product arrives damaged.

Please retain:

• The affected products
• Outer packaging
• Internal protective materials
• Delivery label
• Packing slip

Please provide:

• Order number
• Description of the issue
• Photograph of the outer parcel
• Photographs of the internal packaging
• Clear photographs of the damaged products
• Photograph of the delivery label

This evidence helps us investigate the issue with the carrier. Providing evidence does not remove mandatory consumer rights.

Under EU consumer rules, the trader is responsible for damage occurring between dispatch and receipt by the customer. [europa.eu]

15. Missing or incorrect products

Contact us promptly if an order:

• Is missing an item
• Contains the wrong product
• Contains the wrong edition, printing, language or variant
• Is materially different from its description

Include the order number and clear photographs of the parcel contents and packing slip.

We will investigate and provide the appropriate remedy.

16. Pre-orders

Products identified as pre-orders are not available for immediate dispatch.

The product page will display an estimated release or availability period.

Release dates may change because of publishers, manufacturers, distributors, allocations or transport providers.

Unless the product page states otherwise, an order containing both available and pre-order products will be held and dispatched when every product in the order is ready.

Customers who want available products dispatched separately should place a separate order. Each order will be subject to its applicable shipping charge.

If a pre-order cannot be supplied, the affected product will be cancelled and refunded.

17. Combining separate orders

Separate orders are not automatically combined.

Customers may contact us before dispatch to request that eligible orders be combined. We cannot guarantee that orders can be combined once preparation has started.

Where orders are successfully combined, any potential shipping adjustment will depend on:

• The final packed weight
• Payment-processing restrictions
• Carrier charges
• Packaging already used
• The preparation status of each order

18. Transfer of risk

For qualifying consumer orders, risk normally remains with Emerald Vault Comics until the goods are received by:

• The customer, or
• Another person designated by the customer, other than the carrier

Different rules may apply if the customer independently appoints a delivery provider that was not offered by Emerald Vault Comics.

19. Returns

The return address will be supplied privately after a return request has been accepted or acknowledged.

Customers should not send returns to an address obtained from:

• Public registers
• Delivery labels
• Payment records
• Previous correspondence

without first contacting Emerald Vault Comics.

Customers should email emeraldvaultcomics@gmail.com before returning an item.

Further information about:

• The 14-day right of withdrawal
• Return postage
• Faulty or damaged goods
• Refund timing
• Item condition
• Exchanges

is provided in our Refund Policy.

20. Contact information

For shipping and delivery questions:

Emerald Vault Comics
Operated by Ngala Lda
NIF/NIPC and VAT number: PT 518 798 038
Email: emeraldvaultcomics@gmail.com
Website: Emerald Vault Comics
Country of establishment: Portugal

Customers should include their order number when contacting us about an existing purchase.