SHIPPING AND RETURNS
WHAT DOES BREXIT MEAN FOR CUSTOMERS IN THE EU?
At FRESCOBOL CARIOCA, we are working hard to ensure that business runs as usual. We will ensure that new documentation will be provided with every order. Customers may experience minor delays due to an increased transit time in EU Customs.
WILL I BE CHARGED ANY EXTRA COSTS?
There will be no extra costs for customers owing to Brexit. All Imports and Duties fees will be paid by FRESCOBOL CARIOCA, and shipping fees will remain the same.
COVID - RELATED QUERIES
WHAT ARE YOU DOING TO ENSURE SAFETY IN THE WORKPLACE?
We are operating in keeping with all appropriate health and hygiene standards recommended by the World Health Organisation and ensuring that our staff members only report for work if they are fit and healthy.
WHAT ABOUT THE SAFETY OF DRIVERS?
Our delivery partners have systems in place to ensure the health of their drivers, including regular monitoring of driver health, and hygiene measures for drivers and vehicles.
HOW DO I RETURN PRODUCTS IF I CAN'T VISIT THE POST OFFICE/A PARCEL DROP-OFF LOCATION DUE TO MOVEMENT RESTRICTIONS?
If you are unable to visit a DHL drop-off location, you should be able to arrange a pick up from your home using the prepaid label.
ARE YOU OPERATING A NORMAL DELIVERY SERVICE?
Yes – we are delivering as normal.
STANDARD SHIPPING TIMES
European Union – 3 – 7 business days | €10 or FREE on orders over €300
Orders received before 14:00 GMT will be dispatched the same business day. Orders received after this time will be shipped the following business day.
EXPRESS SHIPPING TIMES
European Union – 1 – 5 working days | €15
Orders must be received before 14:00 GMT to qualify for express shipping. Orders received after this time will be shipped the following business day.
HOW CAN I TRACK MY ORDER?
All our shipments are sent by DHL on a trackable service. Once your order has been shipped you will receive a confirmation email with a tracking number. You can then track your shipment online here.
Please note that a signature may be required upon receipt of goods.
DO I HAVE TO PAY IMPORT DUTIES?
There are no import duties or taxes for all EU orders. For all other countries import duties and taxes are subject to regional import laws and are not covered by the shipping costs.
CAN I COLLECT MY ORDER IN STORE?
This Service is unavailable, we have made the difficult decision to close our London stores.
HOW DO I RETURN OR EXCHANGE MY ORDER?
In the clear plastic docket on the front of the box you will find our Returns Form and a pre-paid DHL shipping label.
1. Fill in the Returns Form including your order number and item details so we can locate your original purchase.
2. Place your items back in the original packaging with all tags attached.
3. Attach the pre-paid DHL shipping label to your parcel. You can then arrange a free collection by contacting DHL here.
You'll find your 10 digit waybill number located under the top barcode on your printed returns label that starts "WAYBILL XX XXXX XXXX"
DO YOU OFFER FREE RETURNS?
Yes, we provide pre-paid return shipping labels with all orders.
Returns and Exchanges Policy: 30 days.
CAN I EXCHANGE FOR A DIFFERENT ITEM?
Exchanges only apply for the same item in a different size or colour. If you wish to exchange to another style, please request a refund and place another order.
WHEN WILL I RECEIVE MY REFUND?
We endeavour to process your refund as quickly as possible, but please allow up to 14 days for busy periods. Refunds will be issued to the original purchasing card or Paypal account.
CAN I RETURN MY ORDER IN STORE?
Items ordered online cannot be returned in store. Please follow the process detailed above to return or exchange your items. This includes Collect In Store orders.