Frequently Asked Questions

Portuel is a kosher food store founded in 2018 and under new leadership since March 2026.

We aim to serve customers of all religions and backgrounds, including local residents, tourists, private customers and businesses. Everyone is welcome at Portuel.

We serve customers throughout Portugal and across Europe, with operational centres in Lisbon, Sintra and Porto.

For questions, orders, availability, deliveries or support, you can reach us at:

Email : info@portuel.com

Phone number: +351 960 164 445

We will be happy to assist you!

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You are welcome to contact us regarding:

● Product availability

● Kashrut and certification

● Online orders

● Deliveries and collections

● Wholesale and B2B orders

● Special product requests

● Chilled or frozen transport

● Deliveries within Portugal or across Europe

Because Portuel serves an international customer base, English is our default language.

We are also happy to assist customers in Portuguese, Hebrew and other languages whenever possible.

Yes. All food products sold by Portuel are kosher. Lean more about Kashrut here.

Our goal is to allow customers to shop with confidence, knowing that the products offered for sale by Portuel meet kosher requirements.

We offer products carrying recognised kosher certifications from Portugal, Israel, Europe and other countries.

The relevant certification may vary depending on the product, manufacturer and country of origin.

We also work and consult with recognised Jewish organisations, including Chabad and the Jewish Community of Lisbon.

Lean more about Kashrut here.

If you have any doubt or question regarding the kashrut or certification of a particular product, please contact us directly with your enquiry, and we will be happy to assist.

You can email us at info@portuel.com.

Yes. We regularly offer products suitable for Shabbat and Jewish holidays, subject to availability.

Seasonal and holiday products may be available only for a limited period, so advance ordering is recommended.

Yes. We work with suppliers in Portugal and throughout Europe and may be able to source specific products, brands or larger quantities suitable for your needs.

Special orders depend on supplier availability, minimum order quantities, transport conditions and kosher certification.

Contact us at info@portuel.com with your specific enquire.

Yes. We serve individuals, families, local residents, tourists and visitors throughout Portugal.

Yes. Portuel serves both the private market and business customers.

We work with restaurants, hotels, caterers, event organisers, institutions, retailers and other professional customers.

Businesses may contact us regarding:

● Wholesale and larger orders

● Recurring supply

● Special product sourcing

● Catering and event requirements

● Chilled and frozen products

● Deliveries throughout Portugal and Europe

Some products are sold by the kilo, like our frozen items.

Because each piece weighs differently, we only know the exact weight when picking your item manually.

At checkout we charge you for the maximum possible weight of the item.

Before shipping, we weigh the actual piece you'll receive. If it weighs less, we refund you the difference.

For example: a product is listed with a maximum weight of 1 kg at €10/kg, so you're charged €10 at checkout. The piece we pick for you weighs 800gr, which comes to €8. We refund you the €2 difference, which will arrive to your account within 10 business days.

The difference between the maximum weight and the real weight of the item we ship to you.

If your item is already at the maximum weight, there won’t be a refund.

You'll receive an email confirming it.

To your original payment method, the same card or account you used to place the order.

We refund you as soon as your items are weighed and your order is prepared.

After that, depending on your bank, it can take up to 10 business days to appear in your account.

Yes. Orders can be placed through our online store.

Product availability and delivery options may vary according to the destination and the type of products ordered.

Yes. We deliver throughout Portugal, islands and Spain.

Delivery options depend on the destination, order size and products types.

Because temperature-controlled products require special handling, frozen and fresh products are only available for pick-up (in store or through TVDE - Uber/Glovo).

However, if you provide suitable refrigerated or frozen transport, we can dispatch these products to you.

Yes. We serve customers across Europe whenever suitable delivery arrangements are available.

International delivery depends on the destination, product type, order size and temperature-control requirements.

Please contact us directly so we can confirm the available options.

Because temperature-controlled products require special handling, frozen and fresh products are only available for pick-up (in store or through TVDE - Uber/Glovo).

However, if you provide suitable refrigerated or frozen transport, we can dispatch these products to you.

We are working on developing our ability to deliver chilled and frozen products. Stay tuned for the developments!

Delivery costs depend on the destination, order size, weight, volume and transport requirements.

The delivery cost will be shown during checkout.

Deliveries are free of charge on orders above €200 in mainland Portugal.

At checkout, simply insert your tax ID in the field "Tax ID number". If you're signed-in, use the field "Company".

Order pick-up is currently available in:

● Lisbon store

● Sintra Warehouse

● Porto store

Yes. Please wait until you receive confirmation that your order is ready before traveling to the pick-up point.

Some products may need to be transferred from our warehouse before pick-up.

Please refer to our returns & refunds policy.

We will review the matter and assist with an appropriate solution.

We will contact you and offer an appropriate solution, such as:

● A suitable alternative

● A refund for the unavailable item

● Delivery at a later date

We will not replace a product with a significantly different item without informing you.

Please refer to our returns & refunds policy.

Lisbon store:

Monday: 12:00–17:30
Tuesday: 12:00–17:30
Wednesday: 12:00–17:30
Thursday: 12:00–18:30
Friday: 12:00–18:30
Saturday and Sunday: Closed

Porto store:

Monday to Wednesday: Only pick-ups - 11:00–17:30
Thursday and Friday: 11:00–17:30
Saturday and Sunday: Closed

Opening hours may change seasonally, especially on Fridays and before Jewish holidays. We recommend checking the latest opening hours before visiting.

No. Portuel is closed on Shabbat and Jewish holidays.