- How do I create or modify a customer account?
To create an account, simply click on the "My Account" section at the top right of our site and follow the instructions!
To amend your customer account, simply enter your username (email address) and password and then amend the information as you wish.
- I lost my IDs, what can I do?
Click on "Forgotten password" and follow the instructions. If this does not work, contact us at firstname.lastname@example.org and we will reset your password for you.
- How can I use a promo code?
Once you have selected your items and added them to your shopping cart, simply fill in the "Promo code" section and click on "Apply". The discount will apply directly to your shopping cart.
- Is online payment secure?
All online payments on our website are secure, and respect the mandatory on-line secure payment protocols. In addition, your bank information is not forwarded to us but directed to our bank's secure payment platform: SystemPay »
- How can I amend or cancel my order?
To do so, please contact us as soon as possible by phone: 07 81 34 70 71 or by email email@example.com. We may be able to change or cancel your order before it is shipped.
- What are the steps for my order?
The different steps of your order are:
-Payment validated: Your payment has been accepted, and your order is now registered. It's going to be passed on to our logistics centre.
-In preparation: Our logistics centre has now received your order and is preparing it.
-Shipped: Your order is on its way! You can follow the routing of your parcel in the section My orders.
-Pre-order: The item you have chosen has a pre-order status, which means that it is still in production in our Portuguese manufacture. The item’s product code will display a time gauge, which will show the time remaining before it is shipped to you.
-Partial shipment: Some items of your order have been shipped to you. The remaining items will be shipped later (most of the time, the items in this category are pre-orders).
- How to keep track of my order?
From the moment your order goes into "shipped" status, your tracking number appears in the "My Account" section, in the "My Orders" tab. You can use this tracking number to monitor the delivery of your parcel.
- My order is marked shipped, but I have not received anything, what can I do?
You can find your tracking number in the "My Account" section in the "My Orders" tab to track the delivery of your parcel.
If it is marked "delivered", but you have not received anything, you can, as a first step, query this with your post office or ‘point relay’ you selected.
Also, and take our word for it, in the case of a Colissimo send, a gentle knock at your neighbour’s door to check if they may have accepted it on your behalf may save you from a time consuming visit to the post office!