FAQ - FREQUENTLY ASKED QUESTIONS

General

What is the opening hours?
From Monday to Friday you can contact us at the following times:
9-13 hours and 14-18 hours (GMT)
10-14 hours and 15-19 hours (GMT + 1)

Order

What is the minimum amount for a purchase?
We have no minimum value.

I'm about to finalize my order, can I change my delivery address or billing address?
Yes. By completing your order, in step 3 you can change your addresses and add notes that you consider relevant, both for us and for the carrier.

How do I know if my order has been processed?
You will receive an automatic email with order details. You can also check the status of your order history.

Can I change my order after it has been finalized?
Yes, send us an email or contact us by phone to confirm that it is still possible. In case you want to add more products you can make a new order and leave a note to be attached to the previous one.

Expedition

How can I track my order?
Whenever you place an order you will receive an email confirming it. Whenever you want, you can review your order data or check your status in the "order history and details" section on your customer page.

I wish my order had a discreet packaging, is it possible?
Yes, it is possible. The packaging is always discreet without any reference to our company either abroad or inside the packaging.

When is it finished when my order will be shipped?
Once you send the proof of payment (in case you choose to do it through bank transfer), we will start the expedition process.

My order went astray, what to do?
Very difficult this will happen, but if it happens we will make a complaint to the carrier, and we will send again all the products ordered. If we are missing something because we no longer have stock, we will make a credit note or exchange for another similar article, if you agree.

The package of the order is damaged, what to do?
If the receipt of the order is damaged, it should alert the carrier that should take note of what happened on the delivery sheet. We also advise you to take photos before opening them, then you can open them to confirm that any items are damaged. Should this happen, you should let us know immediately.


Payment

What payment methods are available?
The payment methods available are PayPal, bank transfer, MBWay, Multibanco and Payshop. For more detailed information see this page.

What is the shipping cost?
The cost of shipping is dependent on your destination and weight.
But you can check our table here.

Exchanges and Returns

Under what circumstances can I exchange / return a product?
We only accept the exchange or return of defective products. We advise you to check the merchandise as soon as you receive it in order to avoid exceeding the exchange / return period and possible constraints with the customer when checking the product in the sales process.

Until when can I exchange or return the product?
You may exchange or return the product 15 days after sending your order and you must indicate to us, in writing on the available form, the reason why you want to make the exchange / return and include, where possible, photos that show the manufacturing defects . How do I make the exchange / return? To order an exchange / return, follow the following steps on our website: My orders> Open the respective order> Select the product (s) you want to exchange / return> Select the quantity to return> Write in field available, the reason for the return> When finished click the button below.


Note: Whenever possible send us photos that show the defects of the product through e-mail, mentioning the RMA that is assigned to you. You should wait for the shipment approval or collection slip. After we authorize the return / exchange, you should send the defective merchandise to our address, or wait for the collection to be marked. Once we receive it, expert staff will evaluate it. In the case of a defective item, we will bear the cost of resending the goods. Otherwise, we will not be responsible for the costs of resending the same nor will the money be returned, or will be charged in case of collection. How can the refund be made? We can do it through a credit note to cash in on your next order or through bank transfer.

Quick Order

What is QUICK ORDER?
QUICK ORDER is the easiest way to finalize your shopping cart.

How can I use the Quick Order option?
First, you need to set up quick order options:
1. Your delivery address and billing address;
2. The carrier you have chosen for your address;
3. The method of payment.
Then, every time you use these settings, just click on the QUICK ORDER button in your shopping cart, and the order will be processed according to the features already programmed. Do not waste time, and avoid having to choose the options every time you place an order.

After the settings can I re-order with other options?
Yes, click ORDER, and you will be directed to the normal ordering process.