Frequently Asked Questions
Whenever you have any questions, our team is available for you. For any
doubt do not hesitate to contact our Customer Support available at:
- Through the number +351 913 947 616;;
- Through our online form;
- By email, [email protected];
- Through our social networks.
You can contact us on weekdays: Monday to Friday from 10am to 6pm.
We value a safe shopping experience. For that, all forms of payment have an extra security method. In other words, all transactions are carried out on nationally or internationally recognized platforms due to their credibility and security.
Orders can be paid via Credit Card, PayPal, Mbway and service of Entity and Reference.
After your purchase in our online store, you have the possibility to try it and if for any reason you don’t like it, you can exchange or return it.
You have 30 days from the date of the order to change your mind and proceed with the return process, except in pre-sales.
There are some points to keep in mind:
- The article must be in perfect condition, without marks of use and without any visible damage;
- You must ensure that the item comes with the original label and, if applicable, brand accessories;
- In the original bag/box, where the label with your shipping data is located. In case you no longer have it, put your name or order number inside the bag.
As soon as the returned item reaches us, we proceed with the exchange/return process and you will receive an e-mail with this information.
We remind you that the amount may take a few days to enter in your bank account, we have up to 10 working days to return the amount to your bank account.
You should note that only the value of the item will be refunded. Shipping costs will only be refunded in exceptional cases, for example, if the item shipped is damaged or does not match what was ordered.
You can send your returned item to our headquarters (Rua da Alegria 25, 4490-494 Póvoa de Varzim) or to our Lisbon Showroom and our team will help you directly.
You can always exchange your article. You just have to reply to the email that we will send with that indication.
You should always check the articles that we have available on our website to carry out the exchange. We have some articles whose size is unique, so it is impossible to change to a larger or smaller size.
Our doors are open for you and we look forward to meeting our customers. You can visit us at our Póvoa de Varzim Showroom or at the Lisbon Showroom.
In Lisbon, you can meet us at Avenida Duque D´Avila, nº 95, 3rd floor and you will have to schedule a visit through our contact forms (see the question How can I contact Customer Support?). In Póvoa de Varzim showroom, you can visit us freely from Monday to Saturday from 10 am to 6 pm, at Rua da Alegria nº25 4490-494 Póvoa de Varzim.
We want to give you the ability to find us anywhere in the world. We ship all over the world, please keep in mind that these shipments take longer than to Portugal or Spain and the value of shipping costs (depending on the region) is higher.
We are here to help you surprise the ones you care about the most with a different packaging and a card with a special message (leave a note in the comments or contact us through our sociais networks). We are here to help you!
We try to process our orders as quickly as possible. In general, you will receive your order in 2-3 working days. If you are placing your order outside the Iberian Peninsula, this process can take longer: up to 3-5 working days.
Generally, you will receive a notification by email or your phone number with the delivery information.
Attention! Sometimes you can find pre-sold items on our website. In these cases, the shipment may take longer. You will find this information is in the description of the shipment.
We value your time, so we have several ways of collecting/shipping for your order:
- You can collect it in our Showrooms, without any additional cost (information about the time and addresses in the question Do you have a physical store?). In this case, when it is available for picking up we will send you a message or e-mail.
- Request shipping by carrier to any address, with the standard tariff cost of 4.30€ for Portugal and Spain regardless of weight or number of pieces. Shipping is only free for purchases over 60€, except for promotional campaigns. Outside of the Iberian Peninsula the current rate is 10€. The mentioned values include the shipping and packaging costs.
You should always confirm your details before closing the order. In case of any mistake, we are here to help.
While the order is being processed, you can contact us through our means of communication and we can change in your customer/order area what you deem necessary.
As soon as the order is “completed”, the data provided is your sole responsibility.
We value Portuguese manufacture and for that reason, we are establishing the best partnerships so that this reality is constant in our brand. Whenever a product is made in Portugal, you can find this reference in the description of the article.
In addition to articles made in Portugal, we have resale of articles made in Spain, France, Italy, etc…