FAQ

A: No. If you do not wish to register, you can simply choose the "Order as Guest" option. This way you only provide your data to be able to place an order. Note: After placing an order as a guest, you cannot repeat the use of that email again.

A: Creating an account on your website has several advantages for the customer:

• Customer Area with the name "My Account" where you have acess to your entire order history, personal data indicated, discount codes available, among others...
• Discount codes provided automatically by our website.

A: So far, we have the following payment methods:

A: If you want different addresses for delivery and billing, respectively, in the second phase of the cart in our online store, before the "Continue" button, there is an option that says: "billing address differs from the shipping address" (Check the image below).

After selecting this option, you must enter the address you want to be applied to your invoice.

A: There is no such possibility. Delivery time depends on the route the carrier sets for the business day following its shipment from our main warehouse.

However, the carrier MRW have instructions to contact the customer by telephone before delivering the order. (Valid for Mainland Portugal and Peninsular Spain)

A: If you wish to cancel your order, you must send an email to the following adress apoiocliente@lojaortopedica.pt.

This email must contain the following information:

• Order number you want to cancel (Ex: 21100XXXX);
• Reason for Cancelling (Informational and Statistical Purposes).

A: We do not deliver on weekends. Deliveries of our shipments are made on BUSINESS DAYS between 9AM and 7PM.

A: The invoice always follows the order, except in situations where the customer specifically requests that it not be sent (For example: Possible gifts for other people).

In most situations, the invoice is on the outside of the package in a plastic bag. In some situations, this document may go inside the package.

If the customer wishes, the invoice can be sent electronically.

A: The way to act varies with the carrier you chose when ordering.

If you have chosen the MRW carrier, if the first delivery attempt was unsuccessful, the carrier will contact you by telephone to schedule a second attempt. (Valid to Mainland Portugal and Peninsular Spain)

As for the CTT Expresso carrier, if after 2 delivery attempts it has not been successful, the carrier leaves a postal order in the mailbox of the delivery address. (Valid to Azores and Madeira)

With this postal order, you must go to the CTT post that is indicated in the same voucher, within the time interval indicated therein.

With the carrier DHL, if the first delivery attempt was unsuccessful, the carrier will try to deliver the package again. If it is not successfull, the carrier will contact you.

A: If your order arrives at you open or if the item is broken inside, you should contact us preferably via email.

In the email you must give a brief explanation of what happened with your order number (Ex: 21100XXXX) and, if possible, with some photographs that show the package you received.

You must send all this information to the following email: apoiocliente@lojaortopedica.pt

A: To start the exchange process, you must send an email with the original order number (Ex: 21100XXXX) and explain the reason for starting the process. The email must be sent to the following email adress apoiocliente@lojaortopedica.pt

A: Yes. It can be delievered to the physical store. You must have the invoice for the item you want to exchange and the original order number.

A: Yes. There is always that possibility. However you must inform our customer support department via email that you want the exchange and that you will send it to our warehouse.

The most common way to send is via CTT Correio Registado. (Mainland Portugal and Azores/Madeira)

If you reside in Peninsular Spain, you can send the package to us but the way we advise is to have our customer service department carry out a collection request.

In case you reside in other country, the best way is for us to carry out a collection request.

You must ship the item in the best possible way, whether in a closed box or wrapped. We will not accept exchanges or make refunds if the packaging is damaged.

For more information about this subject, you can click here.

A: No problem. There is always the possibility for our department to schedule a collection at your address to collect the item you want to exchange. Just show that interest to our department. This collection service has a value of €3.99 and, after paying this amount, you must send proof of payment to our department to schedule the collection.(Valid for Mainland Portugal and Peninsular Spain)

In case you reside in Azores and/or Madeira, you need to ship the product that you want to exchange to our main warehouse.

For shipments made to other countries, our department is responsible for verifying the value of this collection. The collection will only be carried out after payment of the amount

You can also indicate the day when it will be most beneficial to deliver the item to the courier. This information should follow via email as well.

R: Regardless of the method of sending the exchange item, our department will always send notifications via email about the entire exchange or refund process.

The customer is notified of:

• Collection request;
• Item arrival at our warehouse;
• Whether the exchange/refund was accepted or not;
• Day the item is shipped from our warehouse with the tracking number (If it is an exchange process).

A: How the department performs the refund depends on the payment method chosen at the time the order was placed.

For Credit Card and Paypal, the refund of the amount is made through the platforms of this payment method.

A: You have to send the items via CTT to our main warehouse, so that it can be evaluated by our quality department.

In situations of exchange of items/returns from the Islands, there is an extension of the deadline for resolving this process. This happens due to the delay in the arrival of the item at the delivery address and also due to the delay in receiving the item for exchange by our warehouse.

A: If the shipment was made for you, the shipping costs will not be refunded. The return value will only be the amount of the purchased item.

A: After our Customer Support department gives an indication to the Accounting to refund the amount, you will receive the refund within 4 Working days after the day the request was made.