Worten order tracking: delivery and problems

Where does Worten sell and deliver?

worten.pt delivers the items it sells in mainland Portugal, Madeira and the Azores. It doesn't deliver to PO boxes. Some options cover less:

• Large items ("Grandes Formatos"), such as washing machines, fridges and big TVs: mainland Portugal and the island of Madeira only. For the Azores, ask a Worten store there.
• Store delivery: mainland Portugal and Madeira.
• Marketplace: each seller sets its own delivery zones. Worten says they usually cover the mainland, the Azores and Madeira; the seller's page shows them before you buy.

Worten's Spanish shop, worten.es, has stopped selling online in mainland Spain. The Canary Islands have their own shop, canarias.worten.es, run by Worten Canarias with its own terms. worten.pt doesn't deliver outside Portugal, so not to the UK or the US.

The rest of this guide uses worten.pt, with Worten's Portuguese labels and a translation.

Which carrier delivers my Worten order?

Worten's pages don't say which carriers it uses. Each order shows its own: in your account, open "Compras" (purchases) > "Ver Detalhes" (see details) and look for "Enviado por" (sent by), with a link to the carrier's site.

On the product page, "Vendido por" (sold by) names the seller; tap the name to see where it ships from, its delivery times and zones. Under Worten's terms, the seller ships and delivers. Some sellers hand shipping to Worten, which ships for them. The seller has 72 hours to accept the order, or it's cancelled and refunded. Once a Marketplace order is placed, the address and shipping method can't change.

An order with several items may arrive in several deliveries. Your account shows each one.

1. WortenThe status becomes Preparado (prepared)
2. The carrier under "Enviado por"The status becomes Expedido (shipped)
3. A Worten storeQR code or PIN, 15 days to collect
4. YouFor a large item, you're home and give the PIN

Where is my Worten tracking number?

Look in these places:

• Your account. Open "Compras" and tap "Ver Detalhes". For a small or medium item sold by Worten, you see the carrier and a link to follow the parcel on its site. The statuses are Encomendado (ordered, payment not yet confirmed), Pago (paid), Agendado (scheduled, large items only), Preparado (prepared), Expedido (handed to the carrier) and Entregue (delivered).
• The shipping email. When the order is ready to leave, Worten emails you. Tap "Acompanhar Encomenda" (follow order).
• Large items. Follow the booked date. For an online order, an email gives the date and time within 24 hours of payment being confirmed. A text comes the day before and another on the day, when the driver is on the way.
• Marketplace. In "Compras", pick the order, tap "Ver Detalhes", then "Segue aqui o teu envio" (follow your shipment here). If nothing shows, ask the seller for the tracking through "Contactar Vendedor" (contact seller).

For other shops: find your tracking number.

Not sure whose number it is? Type it here:

Why is my Worten order late, or why isn't tracking moving?

Worten shows an estimated delivery time on each product page and repeats it by email after you order. Its delivery times:

If the tracking isn't moving, it's usually one of these:

• Payment isn't confirmed yet. Until it is, the order stays Encomendado.
• The date has passed. If the order runs past the date in the email, Worten sends a new estimate by text and email.
• You weren't home. For a small or medium item, arrange it with the carrier under "Enviado por". For a large item, call 210 155 222 to reschedule. More: missed delivery.
• A Marketplace seller. The seller ships the item and sets the date: ask the seller.

To change the address or date of a large item, talk to the chat agent until the day before delivery; you can cancel it until then too. For a small or medium item, ask the carrier for changes; you can cancel it only while it's Encomendado or Pago, through the chat; after that, refuse the delivery or ask for a return. More: change the delivery address and why tracking isn't updating.

Delivery options and costs

Small and medium items. Home delivery is free over €35 on selected items sold by Worten. Below that:

Store delivery. Free. When the order reaches the store, you get an email and a text with a QR code or PIN. You have 15 days to collect, and someone else can go with the code. More: parcel lockers and pickup points.

Express delivery. For a single item sold by Worten, every day except 25 December and 1 January. "Levanta numa Loja em 15 Minutos" is free. "Recebe numa Morada em 2 Horas" costs €5.99 to €7.99 depending on the address, for items up to 20 kg.

Large items. Delivery costs €14.99, or €29.99 for an American-style fridge, and is free if you buy an installation service. Each extra item in the same delivery costs half. Large appliances come with free standard installation, except built-in, gas and air-conditioning units. Deliveries run Monday to Saturday, 8:00 to 14:00 or 14:00 to 20:00, never on 1 January, 1 May or 25 December. Greater Lisbon and Porto also get deliveries from 19:00 to 22:00. If that slot doesn't show when you book online, buy in a Worten store, where it costs €5 more. Someone aged 18 or over must be home. If you ask when ordering, Worten takes away your old appliance of the same type for free, as long as it's disconnected and clean.

Marketplace. Each seller's shipping costs and methods show on the product page.

Worten parcel not arrived or marked delivered: what to do

In this order:

1. 1Check the trackingOpen "Compras" > "Ver Detalhes" and read the status, the carrier under "Enviado por" and the tracking on its site. Check your email and texts, spam included, for a new delivery date. If you bought several items, check each shipment.
2. 2Look around and askLook around your door and ask your household and neighbours. If you were out, arrange a new delivery with the carrier. For store delivery, check that the 15 days to collect haven't passed.
3. 3Contact WortenCall 210 155 222, Monday to Saturday, 8:00 to midnight, or talk to the chat agent in the help centre, with your order number. For a Marketplace item, contact the seller first: "Ver Detalhes" > "Contactar Vendedor" (contact seller). The reply comes under "Mensagens" (messages), usually within 48 hours; if it doesn't, talk to the chat agent.
4. 4ComplaintComplain through the form at worten.pt/opinioes or on 210 155 222. If a Marketplace item isn't delivered or arrives damaged, Worten's terms give you the right to complain to the seller or to Worten. If that doesn't settle it, file a complaint in the Livro de Reclamações, Portugal's official complaints book.
5. 5Refund or new itemIf a large item arrives damaged, Worten books the delivery of a new one. Under Portuguese law, if the shop doesn't deliver by the agreed date or within 30 days, you can give it extra time and then cancel; the refund comes within 14 days.

Check the item at the door. For a large item, check its condition and sign the delivery note only if it's perfect. If it's damaged, don't sign: the item goes back with the driver. If you find damage later, use the return form within 30 days of delivery. If a part or accessory is missing, call 210 155 222.

Marketplace. Worten's terms treat items as received 21 days after shipping unless you say otherwise. Worten only steps in on refunds up to 45 days after the purchase. If nothing has arrived, tell the seller and Worten before then.

Under Portuguese law, the risk of loss or damage passes to you only when you, or someone you named who isn't the carrier, has the parcel. If the shop installs the item, delivery counts only once the installation is done. And the shop must prove it delivered. More: parcel marked delivered but not received, lost parcel and damaged parcel.

Returning a Worten order

You have 14 days from delivery, or 30 with Worten Life, its loyalty programme:

• Small items. Return them free at any Worten store; a home pickup of an item that isn't bulky may be charged. Under €150, you're refunded on the spot in cash or on a Cartão Dá card; above that, to your payment method within 72 hours.
• Large items. Fill in the return form to book a home pickup. The refund, delivery costs included, comes within 14 days of Worten approving the return.
• Marketplace. Tap "devolver" (return) in the order within 14 days of delivery, or 30 if the item arrived damaged or faulty. Small and medium items can be returned free at a store on the mainland or in Madeira, but not in the Azores. Otherwise you may pay for the return, unless the seller collects it.

Where the return's tracking number is and when the money arrives: returns tracking.

Can I track a Worten parcel in Peek?

Yes, with the carrier's tracking number. Open "Ver Detalhes", follow the link to the carrier's site, copy the number and paste it into Peek. Peek recognises some numbers by their shape alone, such as those of CTT, Portugal's postal service: 2 letters, 9 digits and PT, as in RR123456785PT (made up). When several carriers share a number shape, Peek asks the likely carriers and shows the one that knows the number. If several know it, press "Choose"; if it shows the wrong one, press "Change" and pick the carrier under "Enviado por". For another carrier, paste its number all the same: Peek follows more than 3,500 carriers.

A Marketplace item has its own number only if the seller ships it with tracking. If a parcel changes carrier on the way and the first carrier names the one taking over, Peek keeps the history from the start and follows the new carrier. The Worten order number isn't a tracking number: paste the carrier's number into Peek instead.

Peek shows what the carrier publishes. Complaints and returns stay in your Worten account.