TERMS & CONDITIONS
We aim to dispatch all orders as soon as possible, no orders are dispatched on Saturday, Sunday or Public Holidays. Delivery times can also be affected when we are at events or fashion shows.
Please make sure all your delivery info is correct.
PORTUGUESE Mainland DELIVERIES
We send all PT orders via a tracked courier service, normally 3-5 business days for delivery. If you have a wardrobe emergency get in touch through phone or email and we’ll see what we can do do speed things up.
PT postage is weight dependent and starts from €10
Express delivery shipping will start from €15
Where possible we send all overseas orders under 2 kg through CTT Postal Services. Any orders over 2kg in weight will switch to a tracked courier service.
Delivery cost is calculated by weight and location.
European zones start from €15
USA, South America, Canada, Australia and New Zealand start from €20
REFUNDS & RETURNS
We hope you love each and every purchase you make at FRANCISCO FÉLIX! However, if you decide you wish to return or exchange an item you can do so within 14 days of receiving your order, unworn and unwashed. When trying on our styles please ensure underwear is worn and no staining occurs. We reserve the right of refusal if items are not apt for sale – we will only accept items in mint condition (NOTE: we check every item before we pack it but damage may occur during shipping, in which case we’ll ask you to provide a photo of said damaged items so we can submit a complaint to the transporter firm).
Please follow these steps to accelerate the process:
- Send us an email regarding your order so that we are expecting your item and process it in a timely fashion.
- Pack the item in an adequate container, together with a note containing your order number and order name (readable handwriting please) and if you would like a refund write “Refund”. If you would like an exchange instead write “Exchange” and state the details of the exchange (for example: I would like size 38 instead of 36). Mail it to:
FRANCISCO FÉLIX ONLINE
Rua João de Lemos nº51
Once we receive the item and validate the refund/exchange we’ll process it within 5 business days. In case of an exchange you’ll then be asked to pay the shipping costs (through MBWay or another agreed upon medium) and we will only process the exchange once this fee has been settled.
If you don´t write your account name and order number we will try to contact the sender, but we’ll have no way of knowing who it belongs to if the sender’s name and the name on the order details differ.
It does happen!
If you think you have a faulty item please contact us immediately at firstname.lastname@example.org
We will present you with options to resolve the issue as best we can.
RETURNS SHIPPING COST
We not do refund the cost of shipping on any returned items unless the item is damaged, faulty or an administrative error has occurred on our behalf. This does not restrict your statutory rights to return merchandise.
For countries within the EU, no Customs Duty or VAT is payable on your order.
For countries outside of the EU, Customs Duty may be payable on your order – this is based on the value of your order and the threshold in your country of residence. We have no control over the Duty total and payment is the responsibility of the customer.