SHIPPING AND RETURNS
1. SHIPPING METHODS AND CONDITIONS
CTT EXPRESSO Service - Home Deliveries in 24h/72h
In your home
The order will be delivered to the billing address shown in our database. If you are not at the indicated address, you will be contacted by the distributor to reschedule the delivery. 3 delivery attempts will be made. If contact is impossible, the order will be returned to our warehouse.
At another address of your choice
We deliver your order wherever it is easiest and most convenient. To do this, simply indicate the desired delivery address when completing the order. Note: always check that the address entered is correct in order to guarantee a quality service. Shipping to another delivery address will not incur any additional shipping costs.
After receiving the order shipping confirmation email, you can track it using the code (tracking number) you will receive via email.
To transport fragile items (surfboards, for example), we use specialized transport services, whose delivery time may take a maximum of 28 working days, after shipping confirmation.
SHIPPING OFFERS CAMPAIGNS DO NOT INCLUDE AN OFFER OF CUSTOMS COSTS AND FEES, OR RETURN COSTS.
Customs Duties and Taxes in the European Union
No additional taxes or customs duties are charged for items that are sent to European Union countries. Item prices and shipping costs include VAT and are therefore listed as gross prices.
Customs Duties and Taxes OUTSIDE THE EUROPEAN UNION
All taxes, duties and customs fees resulting from shipping are the responsibility of the customer. All items are shipped DDU – Delivery Duties Unpaid.
Additionally, any additional fees or shipping costs not previously authorized will be deducted from the customer's refund.
The following countries are members of the European Union:
Germany, Austria, Belgium, Bulgaria, Croatia, Denmark, Spain, Estonia, Finland, France, Greece, Ireland, Italy, Latvia, Lithuania, Luxembourg, Malta, Netherlands, Poland, Portugal, United Kingdom, Romania, Sweden, Slovakia, Slovenia, Czech Republic, Hungary, Cyprus.
2. RETURN AND REFUNDS
1. When can I return an item?
Returning an item is easy. You just need to ensure that the article meets the following conditions:
Within a maximum period of 28 days from the date of purchase;
The item has never been used and is in original condition. In the case of footwear items, they must be returned together with their original box and labels (except for the packaging plastic which may have been opened);
Accompanied by the document sent in the order or copy of the invoice.
2. Do I have to pay anything to return the item?
No. Returns are free when the indicated return process has been followed.
Returns made without the order made through the customer area in the online store may not be accepted.
When returning items, will I receive the cost of shipping costs?
When returning the entire order, the total value of your order will be refunded, excluding shipping costs (except if the return is due to non-conformities of the item).
When returning the order partially, the amount corresponding to the item(s) returned from your order will be refunded, excluding shipping costs (except if the return is due to non-conformities of the item).
Refunds are made upon receipt of the item(s), which implies their verification and acceptance.
If delivery of the order to the customer is unsuccessful due to lack of cooperation on the part of the customer (wrong telephone number, wrong address, absence at the address, non-compliance with local legislation, etc.), it will be returned to Surfactory Portugal with expenses borne by the customer (including any taxes and customs duties). These fees will be deducted from any refund.