EXCHANGES AND RETURNS
a) Terms and conditions
Purchases made online from FRAGAleiria are subject to Portuguese legislation.
FRAGAleiria accepts articles for exchange and/or return. This must be done within 14 days after receiving the order from the address given at the time of purchase. (Decree-Law no.24/2014 of 14th February).
For the exchange/return to be successful, the article in question must be in perfect condition: not have been worn or washed, with no malodour or stains. The article should be returned with the labels and the corresponding invoice.
FRAGAleiria is not responsible for inappropriate use of articles or incorrect washing, which should follow the washing instructions. See WASHING INSTRUCTIONS.
We suggest that, before placing your order, you consult the SIZE GUIDE, so you obtain the article in the correct size. If you have any questions, do not hesitate to contact us (see CONTACTS).
Some reasons you may wish to exchange and/or return an article (within the specified time):
- • The article is too large
- • The article is too small
- • The article does not suit me
- • I don’t like the style
- • I changed my mind
- • I received the wrong article.
Once again we suggest you consult the SIZE GUIDE, so as to achieve the size as near as possible to your actual measurements.
The photographs show each article in detail with all the specifications so as to make everything as clear as possible.
In the case of returning a faulty article, consult DEFECTS.
In the case of returning an article which you have received in error, please accept our sincere apology and we would appreciate if you would contact our customer service team as soon as possible at email@example.com or telephone 919440970 so we can correct this situation as quickly as possible. (Telephone answering service Monday – Friday from10.00 – 12.30 and 14.30 – 17.00).
When the article in question arrives at our office it is examined by our quality control.
After passing quality control, you will be contacted by email to inform you whether the article chosen for exchange is available.
If so, we have the following procedures according to the value of the articles:
b.1) Articles of the same value – we make a credit note relative to the initial invoice and write a new invoice for the exchange article.
We will then send our IBAN/Multibank reference for payment of shipping costs (the article will be sent on proof of payment)
b.2) The exchange article is of lower value than the one originally chosen - we make a credit note relative to the initial invoice and write a new invoice for the exchange article.
We will return the difference in amount using the method used for the payment of the order and send our IBAN/Multibank reference for payment of shipping costs (the article will be sent on proof of payment)
b.3) The exchange article is of higher value than the one originally chosen - we make a credit note relative to the initial invoice and write a new invoice for the exchange article.
We will send our IBAN/Multibank reference for payment of shipping costs and the difference in value between the two articles (the article will be sent on proof of payment).
• Return of articles:
Once the article arrives at our office it is examined by quality control and if it passes the refund will be made by the same method used for the payment of the order. The repayments may take up to 10 working days from the time the returned article arrives at our offices.
c) How to carry out exchanges or returns:
c.1) Send the article along with the invoice to:
Rua da Fé Direita nº 28 – Pedra da Cima
2430-400 Marinha Grande
Portugal (this address is not available to the general public)
c.2) Send an email to firstname.lastname@example.org with the following information:
- • Your full name
- • Email by which you wish to be contacted
- • Telephone number
- • Address where you want to receive the new article
- • Number and date of the invoice
- • Reference and size of the article you want exchanged or returned
- • Reference and size of the article you want to receive (in the case of exchange)
- • Reason for returning the article.