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 10-15 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 30 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.
FREQUENTLY ASKED QUESTIONS
If your question is not answered here, feel free to email us at email@example.com
1. What payment methods do you accept ?
We accept credit cards (Visa and Mastercard) through Stripe and in some cases, wire transfer (please contact us if this is the medium you prefer – orders will only ship once you forward payment proof to our email address, highlighted above).
2. How fast do you send my order after it´s been placed?
We’ll post your order in 14-17 working days. Portuguese post offices are closed on weekends and on holidays.
3. Can I cancel my order ?
Under the consumer protection you have the right to cancel your order. To cancel your order you must inform us in writing by sending an email to firstname.lastname@example.org . If, at the time you cancel it, the item has already been handed to the post(wo)man, we will contact the post office to cancel the delivery but they will not return the postage value. All cancellation fees applied by the post office will be charged at your expense (yes there are charges).
4. Can I amend my order after it has been placed?
We try to dispatch your order as quickly as possible, if you decide you want to amend it, please call us or text on +351 91 849 87 36 (from 1pm to 8pm GMT) and we will try to accommodate you whenever possible.
5. Where is my order confirmation?
Once your order is ready and sent, you should receive an email confirmation with your tracking number. If you don´t have it in your main inbox, please check the spam folder before contacting our customer support.
6. Can I track the status of my order?
Yes. After your order is placed we will email you to let you know when it has been dispatched and, if you chose a shipment with tracking code, we will give it to you.
7. What happens if no one is at home when my order is being delivered?
You should receive a notification in your mailbox from the post office to let you know where your parcel is so you can retrieve it. We recommend you keep track of your order through the method displayed in item 6.
8. Will my parcel will be charged additional custom and import fees?
Custom and Import charges are charged once an item has arrived in its destination country. Unfortunately, we have no control over this amount, as import and custom policies vary from country to country. We would advise that you find out which charges may be applied before you place your order. Customs or import charges are not applicable for Portugal or the EU.
9. What do I do if my order is missing?
If you have not received your order in 14 working days from the date when it was sent, please notify us by email to email@example.com . We will notify the Post Office and let you know of their response. We will not be liable for any missing order after we deliver it to the Post Office and we recommend you to choose Tracking Code delivery. We will also not be responsible for any post office- or customs-related delays.
10. What is your Returns Policy?
Please check our Returns Policy for more information
11. How do I return an item to you?
Please check our Return Policy more information
12. Will my original cost will be refunded?
We will only refund your postage if the item was not what you have order or if the size was incorrect. In every other case the postage costs will not be refunded.
13. What happens if I write the wrong address?
If that happens, we recommend you to contact us as soon as you can to correct it but if the item as already been sent, it will probably be returned to us (and you’ll have to pay postage costs again for us to send it). If you don’t want it anymore, you’ll have the item value refunded. As soon as we receive it, we’ll issue the refund.
14. Are you getting more stock in?
Some of our items may be out of stock despite our best efforts to satisfy every customer. If you desire a specific item please email us and we’ll reply as soon as with our best estimate.
15. How do I get featured on your Instagram account?
We love to see you strutting our styles. Upload your best pics to Instagram and please tag us so we can see how awesome you look! @franciscofelixofficial on the photo and/or hashtag #franciscofelix will let us and everyone else do just that.