I want to make an exchange or refund.

You wish to exchange or return your item(s) because:

- Did not meet your expectations

- Its defective

- Or another reason

 

Follow these steps:

  1. Items must be in their original condition, must not appear to have been used and must contain all labels. We do not return items that show signs of use, do not have a label, or without the presentation of an invoice.
  2. Put both the items and the invoice in the original packaging. If you no longer have the original packaging or it is damaged, you can use a different packaging. However, we are not liable for any damage during transport.
  3. Enter the Exchange and Returns Platform and finalise the process until the collection appointment (step Nº6). After that, you will receive the entire return status by e-mail. This return method is automatic and autonomous, so our team will not intervene. If you have any questions, please contact us at info@casarelvas.pt.

Important:

- We do not refund orders that are more than 30 working days old, counting from the date of the invoice.

- If you decide to send an item back to us, either for exchange or return, without going through the normal return process, you will be 100% responsible for all costs and possible damage or loss.

- You do not need to return the products offered by us. Keep them and enjoy the offer.

- The exchange process can take between 3-7 working days and the refund process up to 20 working days (in the months of November, December, January, July and August, these times may change up to 15 working days for exchanges and 40 working days for refunds). 

How much does an exchange cost?

Exchanges are free, i.e. returning your order to us is free of charge. 

Important note: If you decide to send an item back to us, either for exchange or return, without contacting us first, you will be 100% responsible for any costs.

Does reimbursement come at a cost?

If you wish to receive a refund, the value of the postage will not be refunded. You will only be refunded the value of the products you returned. If you have any questions please contact us by email info@casarelvas.pt or via our social networks for more information. 

How long do I have to make an exchange or return?

You have 30 days from the date indicated on the invoice.

I still have not received my refund

Refunds can take up to 20 working days. We can only issue a refund once the items have arrived at our warehouse and we have assessed that they are within acceptable conditions for exchange or return. If it has been 20 working days and you have not received your refund please contact us by email (info@casarelvas.pt) or via the social networks.

Important note: Once your return arrives at our warehouse, you will receive a confirmation email. You will need to reply to this email to confirm whether you want an exchange or a return so that we can proceed.

I received a faulty product

If you receive a defective product, enter the Exchange and Returns Platform and finalise the process until the collection appointment (step Nº6). After this, you will receive the entire status of the return by e-mail. This return method is automatic and autonomous, so our team will not intervene. If you have any questions, please contact us by info@casarelvas.pt. You will need to attach photos of the defective items. We will then contact the brand so that they can assess the condition of the parts. Once the brand confirms the defect we will send you a new part within 7 days at no extra cost to you. 

I want to cancel my order or an item

Did you order the wrong article or have you changed your mind?

  1. Within the first 2 hours you can cancel or exchange the products you have ordered. Please send us an e-mail (info@casarelvas.pt) or contact us through our social media platforms.
  2. It has been over 2 hours, but less than 8 hours after placing your order, you can cancel it at no cost to you. If you wish to make changes to your order, we will need to cancel your initial order so that you can place another one.
  3. If more than 8 hours have passed since you placed your order, we cannot cancel your order. However, once we have received it, you may exchange or return it.
  4. If you realise you have entered an incorrect address, please email us or contact us via social media as soon as possible

Can I change my order after I have placed it?

Do you want to change: Your address; The items or quantities ordered; Your shipping information; Your billing information; Or other...

...Yes, you can change any of these points within 2 hours of making your purchase. Please contact us by email (info@casarelvas.pt) or through our low social networks to request the changes you want.

How can I make a purchase?

  1. Choose the items you want and add them to your shopping cart.
  2. AOnce you have chosen all the items you want, click on the shopping cart in the top right hand corner and continue to 'Checkout'.
  3. Enter your shipping details (full name and address). You can also add any discount codes you may have.
  4. Select the shipping method you want.
  5. Select the payment method you want. We accept the following payment methods: COD (Portugal mainland and Spain mainland); iDeal; Credit Card; PayPal; Amazon Pay; BanContact and Sofort.
  6. Click on 'Checkout'

Once you have made your purchase, you will see a confirmation message on your screen. You will also receive an e-mail confirming your order and another as soon as it leaves our warehouse. To the last e-mail, you can reply to request your tracking number so that you can follow the path of your order.

 

How can I request my invoice?

Would you like the invoice for your last order? Send us an e-mail (info@casarelvas.pt) or contact us through our social networks to request your invoice. However, you will always receive an invoice with your order.

The items I want are out of stock

If you are interested in ordering an item out of stock, you have two options:

  1. Contact us by email (info@casarelvas.pt) or through our social networks. You can request that the items you want are put aside for you as soon as we have them back in stock. Send us photos of the items you want to buy. Also send us your phone number, your address and your email address. As soon as we have the items for you, we will contact you.
  2. Choose the size you want in the online shop, and fill in your email and contact details requested in the application. As soon as the desired item is back in stock, you will receive an alert via email or message.

What is the VAT number?

The tax number is a personal identification number that can be put on invoices for IRS purposes. It is optional.

What if I want to use my company's payment details, but send the order to my home?

It's no problem!

  1. In the 'Shipping Address' field write your details, including your home address.
  2. Then continue to the payment method and click on the option 'Use a different billing address'.
  3. In the fields that follow, enter the details of the company to which you wish your order to be invoiced.


The opposite can also be done, if you want the purchase to be invoiced to you but sent to your company or to another address.

How much does it cost to send my order?

Mainland Portugal

MRW (24h working days):

For orders up to 50 Euros: 5 Euros per shipment

For orders over 50 Euros: free shipping *

* Free shipping does not apply when ordering products with discounts or when a promotional discount code is applied

How soon will I receive my order?

Mainland Portugal

MRW (24h, weekedays) 

What if my order doesn't arrive within the stipulated deadlines?

Please send us an e-mail (info@casarelvas.pt) or contact us through our social networks, so that we can find out the reason for the delay. If the delay was not caused by external factors such as holidays, weekends, holidays, time zones or customs clearance, we will refund the shipping cost.

I want to change the delivery address before my order leaves the warehouse

Up to 2 hours after placing your order, you can change your delivery address by sending us an email (info@casarelvas.pt) or by quickly contacting us through social networks.

I want to change my address after my order has already left the warehouse

Is the address you entered no longer valid? Made a mistake or changed residence? No problem! 8 hours after finalizing your order, you will have to contact us by email (info@casarelvas.pt) or through our social networks, requesting your tracking number. Then contact the carrier and ask for a change of address. If there is any cost associated with the carrier's change of address, it will be responsible for paying it. If you can't contact the carrier, talk to us quickly and we'll help!

I won't be home on delivery day

If you are from mainland Portugal, you will have to contact us by email (info@casarelvas.pt) or through our social networks. If you are from the Portuguese islands, you will have to contact us by email (info@casarelvas.pt) or through our social networks to schedule a new delivery.

I received my order box in bad condition

If you received your order in bad condition, do the following:

  1. Take pictures of the status of your order as soon as you receive it.
  2. Contact the carrier and file a claim.

Also send us an email (info@casarelvas.pt) or contact us through social networks so that we can also check the situation. However, we photograph all orders that leave our warehouse. After leaving our warehouse, we are not responsible for any damage. This responsibility rests with the carrier.

What payment methods are available?

We accept the following payment methods: Credit Card; PayPal; ATM references and MBWay.

Are your payment methods secure?

Casa Relvas uses one of the safest online ordering systems available and is constantly improving its software in order to offer the greatest possible security to its members. We have an important responsibility and commitment to the security of our website and the protection of our customers' and visitors' data. Therefore, we use a server certificate - also known as a digital certificate - that ensures our identity as well as an encryption of data transmission SSL (Secure Sockets Layer - Secure Sockets Layer Protocol). See our Privacy Policy.

How does a Gift Card work?

The main purpose of a Gift Card is to give someone money to buy items from the online store. This Gift Card can be personalized with a message if you wish. The Gift Card contains a code that can be used at checkout as many times as you like until the ceiling is exhausted.

I received a Gift Card. How can I use it?

  1. Once you've added all the items you want to buy to your shopping basket, proceed to checkout.
  2. At check-out you will have a field to enter your Gift Card code.
  3. The Gift Card has no expiration date.
  4. You cannot use a Gift Card in conjunction with a discount code.

Important Note: You cannot use a Gift Card together with a discount code.

Where can I buy a Gift Card?

If you want to buy a gift card, please send us an email (info@casarelvas.pt) or contact us through social networks. We will send you a link to pay by credit card or PayPal.

What is a discount code?

A discount code is a code that gives you a percentage off the final amount of your purchase. Each code can only be used once.

How can I use a discount code?

  1. Once you've added all the items you want to buy to your shopping basket, proceed to checkout.
  2. At check-out you will have a field to enter your discount code.

You cannot use a discount code in special discount campaigns.

Important note: The discount code must be written exactly as it is. Both uppercase and lowercase letters and spaces must be respected. 

My gift card or discount code doesn't work

Remember that:

  • You can only use your discount code once.
  • You must write your code in capital letters and without spacing.
  • Your gift card can only be used while it has a ceiling and has no expiration date.

If none of these are your case and you are still not able to use your discount code or gift card, send us an email (info@casarelvas.pt) or contact us through our social networks.

How can I change my personal information?

  1. Sign in to your account.
  2. Go to ‘My Account’.

There, you can change your personal information, except your email address and password. If you want to change any of this information, you will have to delete your account and create a new one.

I want to delete my customer account. How can I do this?

If you want to delete your customer account, send us an email (info@casarelvas.pt) or contact us through our social networks.

I forgot my password. How can I get it back?

  1. Go to login and click ‘Forgot your password?’
  2. Write your email and click 'Submit'
  3. You will receive an email to retrieve your password
  4. Click on ‘Recover password’
  5. You will be redirected to a page where you will be asked to enter your new password

How do I log into my account?

It's simple! Just click on the profile icon and enter your credentials.

What is the Casa Relvas newsletter?

Our newsletter is an email that contains exclusive offers, discount codes, information about new products and information about products with reduced stock. If you want to join our newsletter, go to the online store and subscribe your email.

I am not receiving your newsletters. What can I do?

Send us an email (info@casarelvas.pt) or contact us through social networks so that we can find out what is going on.