Exchanges and Returns
When making purchases at the FRAGAleira online store, they are subject to Portuguese legislation.
FRAGAleira accepts exchanges and/or returns. For this, you have 14 consecutive days after receiving the order at the address chosen at the time of purchase (Decree-Law nº24/2014 of 14 February).
For the exchange and/or return to be carried out successfully, the item in question must be in perfect condition, that is, without having been used or washed and without the presence of odors or stains. The item must come with the corresponding labels and invoice.
FRAGAleira is not responsible for the misuse of the articles, nor for their incorrect washing, so the washing instructions must be followed. See WASHING INSTRUCTIONS.
We suggest that, before placing your order, check the SIZE GUIDE item, in order to get the item to match the right size. If you have any questions, please do not hesitate to contact us (see CONTACTS).
Some reasons that may imply the exchange and/or return of an item (within the mentioned deadline):
- The article is big;
- The article is small;
- The article doesn't suit me well;
- I don't like the model;
- I changed my opinion;
- I recieved the wrong article.
Once again, we suggest that you consult the SIZE GUIDE item, to get as close as possible to your size.
The photographs reproduce each article and its various details in detail, so that it does not raise doubts.
If the return is due to an item defect, see the DEFECTS item.
If the return is due to the fact that you have received a wrong item, we ask our sincerest apologies and we would like to thank you for contacting our support team as soon as possible through the contacts firstname.lastname@example.org or 919440970 so that this situation can be corrected as soon as possible. (phone service hours Monday to Friday from 10 am to 12:30 pm and from 2:30 pm to 5 pm).
In exchanges and/or returns, all shipping costs are borne by the customer. FRAGAleira only works with CTT Expresso (Mainland Portugal) and CTT Correio Registered (Islands, Europe and the rest of the world), so we advise that the items be sent by registered mail or, if you prefer, by carrier.
When the item in question arrives at our office, it is evaluated by our quality control. Passing quality control, we will contact you by email to inform you if the item chosen for exchange is available. If so, depending on the values of the items, we have the following procedures:
b.1) Items of equal value – we make a credit note for the initial invoice and issue a new invoice for the item to be exchanged. We send our IBAN/Multibanco Reference to pay the postage (after proof, we send the item);
b.2) Item to be exchanged with a lower value compared to the one previously chosen - we make a credit note related to the initial invoice and issue a new invoice for the item to be exchanged.
We return the excess amount using the method used to pay the order and send our IBAM/Multibanco Reference to pay the postage (after proof, we ship the item);
b.3) Item to be exchanged with a higher value than the one previously chosen - we make a credit note for the initial invoice and issue a new invoice for the item to be exchanged. We send our IBAN/Multibanco Reference to pay the postage and the difference in values between the two items (after proof we ship the item).
From the moment the item arrives at our office, it undergoes quality control analysis and if it passes successfully, the return will be carried out using the same payment method used to place the order. Returns have a period of 10 working days after receiving the item at our offices.
c) How to make a return/exchange:
c.1) Send item with invoice to: (this address is not open to the public)
Rua da Fé Direita nº 28 – Pedra de Cima 2430-400 Marinha Grande
c.2) Send an email to email@example.com with the following information:
- Full name;
- Email you want to be contacted;
- Phone number (with the country cell phone callsign);
- Address where you would like to receive your new article;
- Invoice number and date;
- Reference and size of the item you want to exchange or return;
- Reference and size of the item you wish to receive (in case of exchange);
- Indication of the reason for the return.