Expedition of Orders

Except for punctual situations, all orders are delivered within three working days after the warehouse shipped the order. 

Our supply capacity is limited to the existing stock. In case of stock outs, the customer will be notified via email/telephone by our customer support about the status and expected delivery of the order. The items will be shipped from our warehouse and the customer will receive information by email indicating that shipment. 

If the address indicated by the customer is incorrect and the package returns to our warehouse, new shipping costs will be charged if the client remains interested in receiving the order. 

On the day the order is shipped from our warehouse to the customer, it receives two emails at the address indicated: 1º email indicating that the package was shipped; 2º email with the tracking number of the order provided by the carrier chosen by the customer. If you do not receive the emails, please check the spam/junk box or other areas of your email first before contacting us.  

Transport

Shipping Costs are calculated by the website at the time of checkout. 

With the MRW Carrier, shipping costs have a minimum value of 3,99€ (Except the Shipping to Billing Payment Method).

Deliveries to mainland Portugal over 80€ are free! 

For orders free of shipping cost, the order will be shipped by a carrier chosen by our shipping department. 

All deliveries will be made at the address indicated by the customer and are currently in charge of the CTT Expresso and MRW for Continental Portugal and CTT Expresso and Correio Registado to the Islands (Azores and Madeira), depending on the weight of the order.

We request that you check the external condition of the packaging when you receive the order. If you notice any defects (damaged or wet boxes or a number of boxes received other than those mentioned in the delivery note), please indicate on receipt.

The delivery service has national coverage and is processed on weekdays between 9am and 7pm.

Guarantee

Non-consumable movable property is guaranteed for two years under the conditions of use and care provided in the respective instructions. The guarantee does not cover damages due to errors in assembly or disassembly or resulting from improper handling of equipment.

Claims and Returns

The Customer has 14 days in a row, from the date of receipt of the order to return the item.

Returned items must be in perfect condition, in the original closed box, with the complete number of units, accompanied by all leaflets and warranties. We do not accept returns for open packaging or used products.

The return of the values ​​of the products will only be done after the receipt of the articles in our facilities and verification of their status. The shipping costs will be borne by the customer, always has the possibility to consult us and request the collection of the product.

We do not accept returns of custom products (made-to-measure products, special colors, etc.), nor those that for hygiene reasons can not be sold to third parties.

If you would like to return, you should contact the Customer Service Department by contacting 244 852 257 or by sending an e-mail to encomendas@lojaortopedica.pt.