If you have any questions regarding our products, shopping process, our exchanges & returns policy, or any other subject, please check out our frequently asked questions before reaching out to us. If you can’t find an answer to your question below, please reach out to us through our contact page.
To exchange or return your order, you must fill out the form available on the exchanges & returns page. This page can be accessed through our website’s footer. Fill in the information and explain in detail the reason behind your request. Alternatively, you can use the form on our contact page, by choosing the topic “Exchanges & Returns”.
Note: To ensure that your product is in the right conditions to be exchanged or returned, please refer to our terms and conditions and confirm all the requirements mentioned on the exchanges & returns page.
According to “Decreto-Lei n.º24/2014, de 14 de Fevereiro”, you have 14 (fourteen) days after receiving your order to exchange or return it.
We usually take up to 14 days to process the exchange of an order, after we receive the original item(s). If the exchange is accepted (refer to the terms & conditions), we will process the delivery of the replacement item as soon as possible.
Regarding returns, you will be refunded directly to the credit or debit card used on the original purchase. If your order was paid through other payment methods, we will request your bank details to transfer the money back to you. The payment usually takes up to 5 working days after we confirm that all the requirements referred to on the exchanges & returns page are fulfilled.
You may exchange an item for another available item. In case the item you want is unavailable, you may return the item you don’t want to keep.
Note: To ensure that your product is in the right conditions to be exchanged or returned, please refer to our terms and conditions and our exchanges & returns pages.
You may always return your item as long as it fulfills all the requirements on the exchanges & returns page and our terms and conditions.
You will automatically receive your order confirmation by email within 24 hours. If you are missing an order confirmation, please check your spam, unwanted e-mail, or trash folders.
If you have not received your order confirmation within this time frame you are more than welcome to get in touch at the contacts page with the topic “Order Inquiries”.
It might take up to 24-48 hours before the package gets scanned by the shipping company. If your order is already passed its estimated delivery time, please get in touch at the contacts page with the topic “Order Inquiries”.
If for some reason we would be unable to ship one of the ordered items, this will be stated in your shipping confirmation, and you will automatically be refunded for non-shipped item(s).
Check what your order tracking information says. The carrier should leave a delivery note stating where you can pick it up (usually a Post Office nearby).
Yes, you can. You will receive a tracking number in your shipping confirmation email and you can also see it on your order details page.
Unfortunately, our system cannot change any orders once they have been placed. This includes changing the delivery option and payment method.
If you happen to place an order with the wrong shipping address, please get in touch at the contacts page with the topic “Order Inquiries”. We will try as best as we can to fix this for you, but we cannot guarantee that it will be possible.
As soon as your order has been dispatched you will receive an email with the tracking number so that you can follow your order. Remember that this can sometimes end up in your spam folder so have a look there too. If you still can’t find it, please get in touch at the contacts page with the topic “Order Inquiries”.
If for some reason we would be unable to ship one of the ordered items, this will be stated in your shipping confirmation, and you will automatically be refunded for non-shipped item(s).
If you are missing a product in your order that was included on your shipping confirmation, please contact us on our contacts page with the topic “Order Inquiries”. We sincerely apologize if this has happened to you.
Never accept damaged or opened packages. If your package was damaged or opened when you received it, we ask you to directly contact your post office or the delivery service as well to make a claim for this.
If you received an incorrect product in your package, we sincerely apologize for this. Please contact us on the contacts page with the topic “Order Inquiries”. We will make sure to help you out with this as fast as we can.
If your package was damaged or opened when you received it, we kindly ask you to contact us on the contacts page with the topic “Order Inquiries”. Additionally, please contact your post office or the delivery service to make a claim for this.