You can easily confirm that you have placed your order correctly in three ways:
- After the payment process has been successfully completed, you will be redirected to a confirmation page where we provide you with an order number.
- After a few minutes, you will receive a confirmation email in your inbox with all your order details.
- The payment is processed straight away, so you will be able to see the charge on your bank statement or PayPal account.
If you are unable to confirm all of these, your order may have not been placed correctly. Please do not hesitate to contact us if you have any queries on this regard through your customer account and we will confirm the status of your order with you.
If you have detected incorrect or incomplete details on your order when checking your confirmation e-mail, please contact us as soon as possible so that we can solve the issue.
Take into account that an error on your shipping address may lead to issues arising for completing the delivery of your parcel on the estimated delivery date. It is essential to review the details you have provided us with, and communicate any possible missing details or errors.
When placing an order, you will always receive a confirmation email with your order summary. If you have not received it on your inbox, please check other folders. If this is not the case, the payment may have not been completed and the order not placed.
If you have not received your confirmation email, we advise you to check your orders list on your customer account, or contact our Customer Service Department. One of our agents will be happy to verify for you if your order was correctly placed
No, it is not possible to proceed with any modifications or cancellations once the order has been successfully placed. Our processing and shipping procedures are truly short so that we can ensure we deliver our products as fast as possible.
If you have just placed an order and forgot to add an item, you would need to place a new order to purchase that product. We cannot modify an order once it has been placed, confirmed, and possibly already processing.
Our online customer service is open from 9:00 to 18:00 hours (CET) from Monday to Friday. We always try to answer all queries between 24 and 48 hours after it is received (working days only).
You can also contact us at Customer Service by phone. Our telephone helpline is operative from 9:00 to 18:30 hours (CET). All our agents speak fluent Portuguese and English.
You can easily download your invoice accessing your customer account. You can find a link to your order invoice when clicking it on the 'Orders' section. If you have placed your order as a guest and do not have a customer account with us, please contact with Customer service through the contact form and we will send your invoice to your email address.
Yes, you can pick up your order in our store. To do so, select the store at checkout. To find out more please check our 'Shipping' section.
No, it is not possible to place an order through our phone helpline. We are unable to keep any records of confidential payment details due to legal restrictions on data storage. All orders must be placed on our online store, or at one of our physical stores.