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  • Commitment to Excellence
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FAQ's

Buy online

Is it secure to order online?

The purchases in our stores are made through a secure checkout process.

The entire payment process from the selection of the payment method to the entering of the information required for the payment process of the order is properly protected with appropriate security electronic tools.

For your security and to ensure that you have a great and easy shopping experience, we may ask at some point to fill out a form with your personal information. This information is used only during the purchase process and will never be given, sold or rented to anyone, because we respect our customers. After the purchase, all the data will be encrypted and stored in a secure location.

During credit card purchases, the credit card information is only used during your order process and we ensure the information is not stored by us at any time. All data related to transactions with debit/credit cards are safeguarded and handled by PayPal company which is responsible for managing the payments by debit/credit card with your bank.

As you see there is no reason to not buy here! If you have any questions, please do not hesitate to contact us.

How do I place an order?

Buying in our online stores is fast, simple and secure. If at any time you need help, please contact our customer support team via the phone numbers on the contact section.

These are the following steps to place an order:

1) Search the items you want - you can search by keyword or by using the navigation directory on the left and filtering by categories/brands/prices/sizes/etc.

2) Add items to your shopping cart - click "Buy" on the product detail page.

3) Proceed to checkout - once you have selected all the items you wish to purchase, you can proceed to the checkout process by choosing the "Pay" option in the shopping cart.

4) Use a Discount Coupon – if you have a discount coupon insert the coupon code and take advantage of promotional benefits by choosing the "Apply Coupon" option. Click here for more information about the Discount Coupons.

5) Choose the option "Checkout".

6) Enter your billing address and shipping address - if you do not have an existing account, you will be asked for your billing address and shipping address. If you are already registered, just enter your email address and password and click "Log In".

7) If your shipping address is different from billing address, you must unmark the "Send to this address" option. This way you will have the option to choose one of several addresses that are registered or to create a new address.

8) Select shipping method - choose a shipping option for your products.

9) Select the payment method - select the payment method.

10) Discount Coupon – now you can enter the "Discount Coupon" and choose "Apply Coupon".

11) In the Comment field, enter any comment that you wish to be taken into account when the items will be shipped.

12) Confirm that the billing information is correct and click "Checkout".

13) Depending on the chosen method of payment:

a. You can be redirected to the PayPal site where you can choose to pay with your PayPal account or choose to pay with your credit card or debit card if you have no PayPal account.

b. If you chose to pay ATM, you will receive an email with the ATM information (entity, reference and amount) value to make the payment.

c. If you chose bank transfer, you will receive an email with order confirmation and the information necessary to proceed with bank transfer and make the payment.

d. If you chose the billing delivery service, you will receive an order confirmation and you shall pay upon delivery of your order.

14) Complete the order – after making the payment, you should see the page "Your order has been sent" with the order number and the option to print its confirmation.

15) Tracking your order - you will receive an email with detailed information about your order and a link to track your order status.

What size should I choose?

When products may offer size options, you can access the table sizes in the Product Details. Many items use Universal or European sizes and are properly listed in the options description.

The International System of Units (SI) is used for the description of length, weight, volume and pressure, however there may be situations in which submultiples are used because they are more commonly used in the description of these items. In the English language there is correspondence in the respective Imperial System of Units.

What time can I expect my order to be delivered?

The estimate shipping time of the items are listed in the product-page of each product depending on the option chosen (color, size, volume, etc.).

If the order is composed of more than one item, the shipment of this order will be made, depending on the item with the longest expedition of that order.

How can I change or cancel my order?

You have the ability to change the information of your order or cancel it, in case it has not yet been expedited. Therefore, please contact us indicating the number of your order via the following Customer Service Form.

Remember that your order can not be changed from the time it has been processed or shipped.

How do I change my shipping address?

If your order has not yet been shipped, you may change the shipping address (except changing the country or autonomous region). Therefore, please contact us and indicating the number of your order via the following: Customer Service Form.

Remember that your order can not be changed from the time it has been processed or shipped.

How do I use my discount coupon?

You can use a Discount Coupon in the shopping cart by entering the code in "Discount Coupon" field, and proceeding to order checkout using the "Apply Coupon" option. The value of your shopping cart will be recalculated.

The Discount Coupons are not cumulative. A Discount Coupon can only be used once and can not be combined with other Discount Coupon, Points or promotions.

How do I use Points?

Buy and Earn Points is another advantage offered by our online stores to the Customer. The Customer earn points that can be converted into discounts on the next order. On the product description page the Customer can check how many points will earn with the purchase of each product.

Points become associated with the Customer account, and can be seen when the Customer logs on our website.

Once accumulated, the points can be used in a next purchase, being also available as a payment method, i.e., the Customer may pay all or part of the next purchase with the points earned in previous purchases. The Customer may choose to not use in the following order and continue to accumulate points.

When will I receive my order?

If the products ordered are available in stock, your order will be shipped in the same day or in day after, depending on the time in which your order has been validated by our services.

The order delivery deadlines are estimated from date of order processing and depend on the destination and the shipping company chosen.

If your order has not been received at its destination within the estimated deadline, we suggest you login to your account and consult the tracking number of your order. You can check the delivery status of your order on the website of the shipping company or contact us for help.

Upon delivery, check the condition of the packaging. If it shows serious signs of damage, you may refuse the order (in this case, without opening it). If everything seems to be normal, we suggest to open the package in the presence of the courier to confirm the integrity of the items. If the items show any damage caused by shipping, you should report it in the delivery proof given to you at the time. If you have any questions, please do not hesitate to contact us via our Customer Service Form.

What happens if one of the products I ordered is out of stock?

We have thousands of items in stock, we work with real stocks and a network of suppliers that allow us to meet the shipment deadlines listed. Occasionally it may happen to be impossible to provide a specific item within the indicated estimated time of delivery. The time for delivery of your order depends on the longest expedition of the items ordered.

In the event that, for whatever reason, will not be possible to have a certain item available for shipment within the shipping deadlines listed in the product page, you will have three options:

1. To confirm a new delivery date for the order;

2. Replace the unavailable product for another suggested product, with the respective price changes if any adjustment is necessary;

3. Cancel the order, since the client is not interested in waiting for the new date indicated or is not interested in the suggested item as an alternative.

If purchasing on behalf of my company, do I get exempt from VAT?

If you have a company within the European Union but outside of Portugal, you may place an order exempt from VAT (Tax Free), for it will be necessary to indicate company during the checkout process.

The purchase process in these cases is no different from usual, you should proceed normally the order and make the full payment. After confirming the conditions for VAT exemption (company name, company address, and company VAT identification number), the Seller shall refund the VAT of the products bought in the order with the same payment method used by you (PayPal, card credit or bank transfer). The VAT refund will be made immediately upon shipment of the order.


Shipment

What are my shipping options?

We offer different shipping options to get your order as quickly and in the most suitable way to meet your needs. No orders will be shipped on Saturdays, Sundays and holidays. Any order received after 16h00, it will only be sent in the next working day.

Within Europe, there are the following options:

NACEX: Exclusive for shipments between Portugal and Spain. Transportation by road. The transit time of your orders is between 1-2 working days.

CTT: Exclusive for shipments to the archipelagos of Madeira and the Azores. Maritime or air transportation. The transit time depends on the weight of the order and the archipelago to which it is intended to be delivered. For orders below 5 kg shipped by plane the estimated transit time is approximately 2 working days.

CHRONOPOST: Exclusive for shipments to the European Union continental countries and the Spanish islands. Transportation by road or plane. The transit time of your orders is between 2-3 working days.

Outside Europe:

DHL AIR WORLDWIDE EXPRESS: Outside Europe. Express shipping by plane. Items in stock will be delivered within approximately 3-4 working days.

How much will shipping cost?

To consult the shipping cost for a specific order, will have to proceed to checkout. Each time you add any item to your shopping cart, it will be calculated the total weight of your order which will lead to an automatically-calculated shipping cost during the checkout procedure. This way, you can confirm the value of the order before its conclusion.

How can I change the shipping address?

If your order has not yet been shipped, you may change the shipping address (except the destination country). In order to do this, you should contact the Seller and indicate your order number via Customer Service Form.

Remember that your order can not be changed from the time it is processed for shipping.

Upon delivery is it necessary my presence at the shipping address?

You should make arrangements for someone to be at the address to which the shipment of your order will be made. Remember that you may provide as shipping address your business address or the address from a family member or friend. Order deliveries are usually made during office hours from Monday to Friday.

What if there is nobody present at the shipping address to receive the order?

The shipping companies that we work will try to deliver your order up to three times. During these attempts, shipping companies usually contact you to notify you of failed delivery attempt. After the failure to deliver, the order will be returned to its provenance.

When will my order arrive?

If all the items included in your order request are available in stock, your order will be dispatched the same day if received by us until 16:00 or the day after.

The delivery deadlines are estimated from date of order processing and depend on the destination and shipping company chosen.

If your order has not yet arrived at its destination within the prescribed deadline, we suggest you login to your account and check the order tracking number. You can check on the website of the shipping company the delivery status of the order.

Upon delivery, check the condition of the packaging. If it shows serious signs of damage, you may refuse the order (in this case, without opening it). If everything seems to be normal, we suggest to open the package in the presence of the courier to confirm the integrity of the items. If the items show any damage caused by shipping, you should report it in the delivery proof given to you at the time. If you have any questions, please do not hesitate to contact us via our Customer Service Form.

How can I change or cancel my order?

You have the ability to change the information of your order or cancel it, in case it has not yet been expedited. Therefore, please contact us indicating the number of your order via the following Customer Service Form.

Remember that your order can not be changed from the time it has been processed or shipped.

Where do you ship?

We ship to the European Unión (EU) and to some countries of Portuguese language. When you proceed to checkout your order it will appear the shipping options for the destination country.

The shipping and delivery costs are calculated according to the destination and package weight. There are no customs duties within the European Union (EU).

Depending on your destination country, there may be applied tariffs. Customs duties or any kind of local taxes are the responsibility of the Customer.


Returns

How should I proceed if I’m not satisfied with my purchase?

You may cancel your order at any time until the delivery thereof, entitled to a refund of all amounts paid. From the time you receive the order, you can exercise your right of free resolution pursuant legally foreseen and indicated below.

Failure to pay the order within 7 (seven) days following the date on which it was effected entails its automatic cancellation.

All marketing campaigns are limited and exclusive to online stock trading. In case of unavailability of the product and/or rupture of stock, you will be informed of the partial or total cancellation of your order and you will refund of the respective amount paid.

Under our Customer Satisfaction Policy, and in agreement with the applicable law terms, Seller accepts the return (terminate the contract) of products within 14 (fourteen) days from the date of the reception of the order by the Customer, without penalty and without giving any reason.

Accordingly, the Customer must notify their intention by writing via email using Customer Service Form. The products must be returned with original invoice within 14 (fourteen) days from the date of their reception by the Customer.

The process of products return must meet the following conditions:

  • Products must be returned to the Seller in good condition (i.e., the same conditions how were sold). If the items are in good condition should also be returned with the original packaging and with the original invoice. Products should also be sent with the original label accessories/batteries/manuals /warranty certificates and/or warranty card.
  • In case the products are not properly packaged or do not meet the proper conditions (in good condition), its return will not be accepted. If the items are damaged in any way by the Customer, the return will not be accepted by the Seller and the items will be returned to the Customer.
  • Orders returned by billing delivery service will not be accepted.
  • If the packaging is damaged and/or products show evident marks of use, products return will not be accepted and there is no refund of the amount paid.

After contacting our services, shall be sent to the Customer the return guidelines, which require sending the products properly stored in the original package to Seller’s address.

If Customer choose the refund option, the repayment will be done by the same method of payment used when the order was placed.

Shipping cost to Seller address are covered by the Customer. However the Seller may organize the product pick up depending on the situation concerned.

The refund of the items will only be done after the technical verification of the products condition and after verifying the return process meets all the terms and conditions above mentioned.

What should I do if I receive the packing or the items damaged?

Upon delivery, check the condition of the packaging. If it shows serious signs of damage, you may refuse the order (in this case, without opening it). If everything seems to be normal, we suggest to open the package in the presence of the courier to confirm the integrity of the items. If the items show any damage caused by shipping, you should report it in the delivery proof given to you at the time. If you have any questions, please do not hesitate to contact us via our Customer Service Form.

After contacting our services, shall be sent to the Customer the return guidelines, which require sending the products properly stored in their original packaging to our address.

You should also contact our Customer Service if you received a package in good condition but the items were damaged.

The Seller will schedule a pick-up of the items to return in the place you tell us, in the same area of the original shipping of the order and it will begin the process of replacing the product.

What should I do if the items show technical problems?

In the event of your items show technical problems, please contact us, we will schedule a pick-up location that you specify, in the same area of the original shipment destination of the order.

If the invoice was issued within 30 days, and if you have a defective product or malfunction, you must inform your order number and a description of the malfunction via email on Customer Service Form. The costs for the return or recall of the products within the Warranty period shall be covered by the Seller.

The item will be replaced if we detect any technical failure, after receiving the defective item. In this case, we will proceed to ship a new order to your address without any extra charge.

If our technical verification detect misuse, and/or any problem that may have caused the malfunctioning of the product (eg.: fall, humidity, misuse), we will contact you to know your decision, if you want to receive the product in its current condition or if you prefer the item to be send to the Technical Support of the brand, in which will be subject of an estimate cost of repair.

If the invoice dates more than 30 (thirty) days, your item will be sent to Technical Support of the brand under the Guarantee period of coverage.

All products are covered by the manufacturer warranty of 2 (two) years, ensured by the respective brands.

In the case of products out of warranty period of coverage, we shall also provide technical assistance, so the Customer may get information and send the defective or malfunction items to the Seller. Items will be assess by our technical services who shall issue a technical opinion and an estimate cost of repair if it is the case. The repair service will only be undertaken after Customer acceptance regarding the estimate cost of repair.

What is the deadline to return the items?

The deadline for returning items is 14 (fourteen) days after the invoice date, and you may do so if the item is found in the same condition it was sold in original packaging and with the respective invoice (original and duplicate) and transport documentation.


Payments and prices

What are the payment methods?

Payment must be made on the date of the order by one of the methods listed below:

Customer may pay by credit card via PayPal, bank transfer or billing delivery service.

- The ability to pay with credit card via PayPal is accepted with the following options:

  • VISA
  • MasterCard
  • Amex (American Express)
  • Discover

Payments made by credit card via PayPal are immediately effected if the process is successfully completed on the PayPal site. If the payment on the PayPal site is not successful or is refused, the Customer should contact the bank or the credit card issuer and seek additional clarification.

- Payment by bank transfer:

The bank transfer must be accomplished within 1 (one) week from the time it was placed the order. After this period, the order will be canceled.

In order to simplify the order processing, the Customer should enter the order number at the time of the transfer.

- Billing delivery service:

Available only for Portugal. This method has an additional fee added to the final price relating to billing procedures. Customer can not choose this method of payment when placing orders weighing more than 2 kg.

Is it secure to use my credit card?

All purchases made in our stores are 100% safe. In case of suspected fraud, the Seller reserves the right to cancel a transaction.

Customer bank details are handled directly by PayPal so there is not any security risk since there is an encrypted and secure connection via SSL protocol. Customer bank details are collected only in PayPal SSL (Secure Socket Layer) server. The SSL protocol provides privacy and integrity of data transacted over the Internet. At any point, Customer bank details are registered on the Seller servers.

How does Paypal payment work?

PayPal (owned by eBay company) is a safe and easy way to make and receive internet payments worldwide. To use PayPal simply create an account and link that account to a credit card (VISA, MasterCard, American Express or Discover) you want to use to make online purchases.

Once created the account you can make payments by clicking on a PayPal button on the websites that support this option.

Through your username and password you shall be able to pay and manage the payment of your purchases at many online stores worldwide.

Who may benefit from Tax Free?

You may benefit from Tax Free if the destination country in the shipping address is outside the European Union, the VAT value will be automatically removed from the value of your purchase.

What is The Best Price?

We do our best to offer you the best prices in the market across all brands available in our stores. If you find the product you want at a price lower than ours in a store with a website available to check the price, we will be happy to try to match that price. Click on the "The Best Price" option in the product page and fill in the form to request a better price.

When you want to place an order containing one or more products with a higher price compared to other sites you should fill in the form to request the minimum price or prices indicating the products and their links to the online store with the desired prices. After we verify and confirm it, we will send you a link for a Discount Coupon with the value of difference between prices.

You may send your request for any product from online stores with their websites updated and we will make our larger effort to match the price.

Note that during the assessment of your request, the following conditions must be met:

1) Products on sale due to proximity to expiration date are not accepted.

2) We do not accept comparisons with products with depleted stock, in the end of life of its useful life or from past collections.

3) We do not accept comparisons with products on sites like eBay, Yahoo or similar. We only accept prices found in online stores of authorized dealers.

4) The characteristics of the product must be fully equal to the product available in our online stores, including brand, model, reference/version, options, size, color, availability, etc., and also regarding the conditions of sale which may affect the final price such as the shipping cost, promotional offers, etc.

If you have any questions, please do not hesitate to contact us through our Customer Service: Customer Service Form.


Order cancellation

How can I cancel my order?

You can change the details of your order, or cancel it, in case it has not yet been expedited. For this, you should contact us and indicate your order number through the Customer Service Form.

Please remember that your order can not be changed if it is already in processing or has been shipped.


Customer Service

Contact our Customer Service

You may contact us by email using the Customer Service Form. We will answer to your email within 48 hours.

Telephone: +351 22 974 19 68

Please be advised that our Customer Service hours are from Monday to Friday: Morning from 09:30h to 13:00h and afternoon from 15:00h to 19:00h (GMT).

How to place an order in the name of a club or association?

If you want to place an order for your club or association and you want to get lower prices, simply choose the subject for “Estimate for club or association" on the Customer Service Form. Then you only have to reference the desired items, sizes and quantities. Once we have this information we will send an email to inform you of our best price, availability and terms of sale.