SHOPPING INFORMATION
The Portuguese Factory online store ships your orders via DHL or CTT* (Portuguese Postal Service). All of our products are shipped by registered mail.
When the package is shipped, the customer will receive a proof of shipment.
* CTT: delivery times dependent on the local operator.
The delivery time in continental Portugal is 2 to 10 business days, starting from the day of the payment, unless the payment method is cash on delivery. When out of stock, 1 month**. For the Islands, the delivery time is 4 to 15 business days after the reception of the order’s proof of payment.
The shipment to Countries of the European Union is not free. The delivery time is 5 to 10 business days*. When out of stock, 10 to 15 business days**, varying according to the country of destination.
The shipment to Countries outside of the European Union is not free. The estimated delivery time is 15 to 20 business days*. When out of stock, 20 to 30 business days**, varying according to the country of destination. Portuguese Factory has no control over any delivery delay or costs associated with the conditions of Country’s customs where the delivery will take place.
** If we are out of stock, the customer will be immediately notified with the estimated delivery time.
All orders will be accompanied by the respective invoice.
Yes. Once you complete your purchase, you will receive an email with the order number and the tracking code. With that code you can track your order at the CTT Express website, so you can know the location of your order at all times. Follow it until it arrives at your home, mechanic or any other address that you have requested.
PAYMENT INFORMATION
The Portuguese Factory online store provides the paying method via bank transfer (ATM). If you wish, you can request a cash on delivery service.
After finalizing your order, you will receive a detailed email with the BIN to make the payment. You just have to go to any ATM or access through your Homebanking*.
Later, you must send proof of payment to [email protected], indicating the purchase order number.
If you receive a package that is not the one that you ordered in the online store, please get in touch with us and request the return of the package. Upon this request, we take responsibility for all return costs of the package*. If it is proven that it is a mistake on the customer’s part during the act of purchase, we will continue with the return process, however, the customer will be responsible for the associated costs (new shipping, if necessary).
* The product(s) must be in perfect condition, that is, the packages must be properly closed and sealed. If there is any problem (damaged box, notes, scratches, among others), the Portuguese Factory has the right to not accept the return.
If the product has any defects, you must get in touch with us in order to solve your problem as soon as possible.
* The product(s) must be in perfect condition, that is, the packages must be properly closed and sealed. If there is any problem (damaged box, notes, scratches, among others), the Portuguese Factory has the right to not accept the return.
Note that the customer must present a copy of the purchase invoice when returning the product.
If there are any costs associated with the return of packages by the customer, he/she must keep the respective proof of delivery, and the refund will be carried out as soon as possible. If there are any questions regarding the return process, don’t hesitate to contact us through our Customer Support number, contact form, or directly via e-mail.
When the customer purchases, the system sends a confirmation e-mail, and the order is in a processing status.
During this period, it is possible to cancel the order by contacting the customer Support, a contact form, or directly via e-mail or chat. The customer only has to indicate the order number (you can find it in the confirmation e-mail).
You will be notified about the order cancellation via email. If the order has already left our facilities, you only have to return it within a maximum of 14 days, in the same conditions that you received it.
