your returned items must be received at our headquarters within 14 days of receipt. we do not offer free returns. custom products, such as engraved products, are non eligible for a return. you may receive a refund of your purchase price before shipping charges, provided the item is returned in its original condition. we do not accept exchanges.
we will not accept returns if our inspection reveals that the items have been worn or altered [except for fitting purposes]. the items will be returned to the customer without warning. we are not responsible for returned items lost in the mail or customs, so please collect your tracking information for good measure.
please follow these steps:
1. prepare the return form with your name and order number.
2. contact us - send us an email to firstname.lastname@example.org to use our return service. the pre-paid label we will send as cost of 5€ for portugal, 15€ [european union countries] and 20€ non-european union countries.
3. book - when we send you the return label, we will book the DHL pick-up at your address. please allow 1 to 5 working days for the return to arrive.
4. print - download and print the waybill and proforma invoice and place them in the plastic folder provided by DHL, then attach the return slip to the original shipping bag or similar.
5. pack and ship - carefully prepare the return package for collection. include the item. brand box or any gifts are considered part of the product.
after we receive the items, allow 1-7 business days for refund, excluding shipping charges.
the items you wish to exchange must reach our office within a maximum of 14 days of receipt. we do not offer free exchanges or prepaid labels.
once we receive the pieces, you will receive a code [gift card] via email with the value of your purchase, excluding shipping. if our inspection reveals that the parts have already been used or modified [excluding tryouts], we will not accept the exchange. parts will be returned to the customer without notice.
[PORTUGAL] If you wish to use our return service, it costs 5€ and is carried out by the NACEX carrier.
[OTHER COUNTRIES] our return service is via DHL and costs 15€ within the european union and 20€ outside the european union. when we send you the return label, we will arrange for DHL to pick it up at your address.
the amount will be charged to your return or exchange code. to take advantage of this service, simply contact customer service at email@example.com.
CANCELING AN ORDER BEFORE IT SHIPS
during discount campaigns, such as black friday, it is not possible to cancel an order after it has been placed. you can cancel any other order by sending an email to firstname.lastname@example.org up to one hour after the order has been placed. just send us an email and the cancellation will be free of charge. if cancellation is not possible, the products will be delivered to you, which you must refuse upon receipt. the products will be returned to us and your money will be refunded [only after we receive them].