Can I return an order?
If you regret your purchase and wish to return the item(s), you can do so within 14 days of delivery of the order.
If you wish to return your order, please contact us at +351 91 85 43 751, working days between 9 am and 6 pm, or contact us via email to email@example.com. We will inform you how to proceed with the return.
We hope you will inform us of the return as soon as possible after the delivery of your order, as you must return your item(s) within 14 days.
Note: The cost of returning items is the same as shipping, and the payment is the customer’s responsibility.
Please write “RETURN ORDER” in the box/order you wish to return. Make sure the goods are well packaged. Please remember that you are fully responsible for the merchandise until it reaches us. We suggest that you keep the receipt and tracking number. We do not accept orders sent without prior notice. Please let us know in advance if you wish to make a return.
When do I get the refund?
The full amount of your purchase will be refunded (delivery costs not included) as soon as we confirm the receipt of the products and verify that they comply with the delivery conditions.
You may not be entitled to a refund if:
- Products appear to have been used;
- The products are damaged;
- The products have been modified in some way.
Do I have to pay for the return?
If the reason for the return is Pó de barro’s responsibility, the return will be free of charge for the customer. If Pó de Barro is not responsible for the return reason, the customer will have to pay the costs of collecting the order.
When will I be informed that the return has been made?
When we receive the item you wish to return, we will send you a single email that will confirm receipt of the order and the reason for the return. After evaluating the conditions of the products, a refund will be made.
Can I change the delivery address of my order?
Once your order has been completed, we cannot change the delivery address. If you cannot receive your order at the selected address, our carrier will return your order and your refund will be processed as soon as it arrives at our warehouse. Please make sure you have selected the correct address before placing your order. If you still want to receive the same items, we ask that you place a new order with the correct address.
I lost my return form, what should I do?
If you have lost the return form, you can print it here or contact Customer Service for assistance.
Where should I send the items that I wish to return?
You can find the address on the pre-printed return label you received with your order. Bear in mind that without it the carrier will not be able to accept the return.
If you want to exchange the order by registered mail, you must send the items with the return form duly completed to the following address:
Vale da Seta, Apartado 104, 2485-033, São Mamede, Portugal
We also remind you that the extra costs of this type of return will be the responsibility of the customer.
Track your order
Once we start packing your order, we will send you an email with delivery information and a link that will allow you to track your order online.
You can also track your order in My Purchases, when you log in to My Account.