Luvas Sport Castanho Homem

SHIPPING COSTS

POINT 1. COUNTRIES WHERE WE SHIP TO

We currently ship to Portugal and the Islands of Madeira and the Azores, as per the table below with prices and shipping times.

POINT 2. SHIPPING METHODS

We ship via CTT via registered mail to Portugal and the Islands of Madeira and the Azores.

Delivery of your order will be made to the address entered in your order.

POINT 3. SHIPPING COSTS

Shipping costs are calculated when the order is finalized, using our system, and depend on the actual or volumetric weight of the order, the selected delivery address and the carrier(s) tariff.

As the customer adds products to the cart, shipping costs will be updated.

3.1 SHIPPING COSTS TO MAINLAND PORTUGAL / MADEIRA AND AZORES

COUNTRY	PORTUGAL	MADEIRA ISLAND	AZORES ISLAND
Up to 99 grams	€4.10	€4.10	€4.10
From 100 to 499 Grams	€4.80	€4.80	€4.80
From 500 to 2000 Grams	€7.80	€7.80	€7.80
Free shipping costs with purchase value	Equal or greater than €30	Equal or greater than €30	Equal or greater than €30
Sending time	2 to 3 business days	3 to 5 business days	3 to 5 business days

Shipping Tracking:

Portugal - CTT: Track your order here by entering the tracking code sent to you by email.

Once the order has been shipped, the customer will receive an email with a code to track their order. When you try to track your order online upon receipt of the shipping confirmation email, it may not return any results. In fact, shipping information may take up to 24 hours after receipt of shipping confirmation to be updated on the carriers' website.

POINT 4. DELIVERY TIMES

With some exceptions and due to stock replenishment, certain shipments may take up to 10 business days.

If we have any questions related to the order (delivery address, payment confirmation, products out of stock, etc.), we will contact the customer through our Customer Support.

The delivery times given by us will always be guiding and informative, and are not binding on “Acexarme”.

“Acexarme” will not be responsible for any delay or non-compliance due to force majeure, that is, the expression of any act, strike, event, omission or accident that is beyond our reasonable control.

We are not responsible for the actions of the transport companies we use to deliver your products at any time.

POINT 5. HOME SHIPPING - CTT

Orders are delivered from Monday to Friday, excluding local or national holidays, to the address that the customer indicates when placing the order. The customer can receive the order wherever they wish (except at PO Boxes), from Monday to Friday. To do this, simply provide us with the address where you will be present between 9am and 6pm.

A delivery attempt will be made by a courier from the carrier, if he/she is not at your address, a collection receipt for your order will be left and it will be forwarded to a CTT post closest to you. The order awaits collection at the CTT post for 5 working days. After this time it is returned to “Acexarme”.

Providing an incorrect or incomplete delivery address may result in it being returned to “Acexarme”, resulting in additional costs for the customer, so we recommend that the customer always ensure that the delivery address indicated when registering the order is actually correct. and complete. Once the order has been processed, it is not possible to change the delivery address or the billing details you provided.

WARNING: It is not possible to choose a specific delivery time, as this will be conditioned by the route defined by the carrier for the courier on the day of delivery.

POINT 6. ORDER RECEIPT

We recommend that all orders delivered must be checked and controlled, and that any anomalies with the type, quality or quantity of the item be reported immediately to our email: envios@acexarme.com .

This complaint of non-conformity must be made within a maximum period of 24 hours after delivery of the order.

POINT 7. ORDERS RETURNED TO ACEXARME

If an order is returned to Acexarme for reasons not attributable to Acexarme or the carrier, Acexarme will refund the amount paid for it, less shipping and return costs.

If the reason for the failed delivery and return of the order is the responsibility of the freight forwarder, regardless of the payment method chosen, the customer will have to send us a written complaint to envios@acexarme.com , to be analyzed by the freight forwarder.

If the problem with delivery was caused by an incorrect or incomplete address, we ask that the customer attach proof of address (for example, electricity, water or gas bill) to the complaint.

The customer may choose to refund the original payment method. If the original payment was made by Multibanco, the customer will have to provide bank details for the refund to be made.

The solution that Acexarme will present to the customer will depend on the response given by the transporter. Therefore, in cases of complaints arising from the transport service, we will only be able to present a solution to the customer after receiving a response from the transport company. If the carrier accepts full responsibility for returning the order and if all items originally ordered are available, we will suggest re-shipment to the customer at no additional cost. If the carrier does not accept responsibility, we will not be able to accept the claim, which means that the refund or replacement order will be subject to the above-mentioned terms relating to orders returned to Acexarme.

RETURN POLICY

Returns must be made within 15 days of the date of receipt of the order. 

The shipping costs incurred in the return are the responsibility of the customer.

This Return Policy was prepared based on current legislation and may be updated without prior notice.

POINT 1. RETURN CONDITIONS

1.1. Returned items must be in the same condition as when you received them, namely with the original labels intact and the items in perfect condition and without signs of use.

1.2. For reasons of health and hygiene protection, we do not accept returns or cancellations of purchases of underwear (individually or in packages), boxers, hair accessories, cosmetics, socks, sunglasses.

1.3. Perfumery and costume jewellery items (earrings, necklaces, bracelets, rings, etc.) can only be returned through the online store if they have their original labelling and are presented in their original packaging and show no signs of use.

1.4. If possible, they should be returned in the original packaging.

1.5. Footwear and footwear items can only be returned if they are presented in their original box and properly packaged.

1.6. Failure to comply with the deadline or poor condition of the returned parts will result in the return being non-accepted.

As soon as we receive your order, we will check the condition of the items and refund any returned items.

POINT 2. DOCUMENTATION

In order for the return process to be completed, it will be necessary to include the purchase invoice and the return form.

POINT 3. RETURN IN PORTUGAL AND THE MADEIRA AND AZORES ISLANDS

3.1. You will need to fill out the return form, click here . The form will ask you for all the important information for the return procedure. You must click “send” at the end to submit the form.

3.2. Pack the products to be returned securely and include the invoice inside the packaging to be returned.

3.3. “Acexarme” recommends sending the item to be returned by registered mail. The shipping costs for products to be returned are the responsibility of the customer, and under no circumstances will “Acexarme” accept returns with postage paid by the recipient or cash on delivery.

3.4. Delivered to a CTT post office or CTT point to the following address:

Access me

Sergeant Barbosa Street No. 214 - 1st H

4410-270 Canelas, Vila Nova Gaia

Portugal

3.5. Keep the CTT receipt as proof of delivery and shipping.

3.6. The refund will be made after the product(s) have been received at our address and have been duly checked.

POINT 4. RETURNS EUROPE

Returns must be made within 15 days of the date of receipt of the order.

All European Countries

4.1. You will need to fill out the return form, click here . The form will ask you for all the important information for the return procedure. You must click “send” at the end to submit the form.

4.2. Pack the products to be returned securely and include the invoice inside the packaging to be returned.

4.3. To proceed with the return, the user must deliver the product(s) to the following address by their own means:

Accommodate me

Sergeant Barbosa Street No. 214 - 1st H

4410-270 Canelas, Vila Nova Gaia

Portugal

4.4. Alternatively, you can send an email requesting your return to envios@acexarme.com indicating:

• Name and Surname
• Telephone/mobile contact
• Order number
• Order date
• Order receipt date
• Reason for Return

Once we receive your email, we will respond as quickly as possible on how to handle your return in the most practical way.

POINT 5. CANCELLATION OF AN ORDER

If you wish to cancel your purchase, before shipping, send an email with this information to envios@acexarme.com .

Orders cancelled before shipping are refundable for both the order value and the shipping costs allocated to it, as shipping does not actually take place.

For orders cancelled after shipping, shipping costs are non-refundable.

POINT 6. REIMBURSEMENT

In case of return, “Acexarme” will refund the amounts paid for the products plus shipping costs at the time of purchase, unless at the time of purchase there was a shipping offer applied to the order. In this case, the offer will be cancelled and the shipping cost will be deducted from the amount to be returned. 

6.1. The refund will be made using the same payment method used when placing your order, within 5 working days after receipt of the returned products.

6.2. If you made the payment via ATM, you will need to send us your IBAN to the email: suporte@acexarme.com , so that we can proceed with the refund.

6.3. If you have not received your refund within 5 working days, please contact us by email: suporte@acexarme.com .

POINT 7. DEFECTIVE PRODUCTS

7.1. If you have received a defective product, you must report this by filling out the return form, click here . The form will ask you for all the important information so that we can assess the situation and in the “incident” section, you must select the option “arrived with defect”. You must click “send” at the end to submit the form. 

7.2. If the defect is found, you will be refunded in full, including the costs of delivering the product and the shipping costs to return the product to us.

POINT 8. DAMAGE IN TRANSPORTATION

Upon delivery of the order, the customer must inspect the packaging for any damage. If the packaging is damaged, the customer must not accept the order and must return it immediately through the “returns” process.

“Acexarme” is responsible for return and reshipment costs if the order has been damaged during transport.

POINT 9. EXCHANGES

Exchanges are not accepted at www.acexarme.com . You will have to return the item and then place a new order.

POINT 10. RETURN OF OFFERS 

It is currently not possible for a person who has received a product as a gift from another person to return it. In this case, to return the product, you must contact the person who purchased it, so that they can return it in accordance with the return conditions.

POINT 11. SHIPPING COSTS

The shipping costs paid initially will be included in the amount to be refunded, as provided for in the legislation in force in Decree Law No. 24/2014.

POINT 12. RIGHT TO FREE TERMINATION OF THE CONTRACT

12.1. The customer has the right to terminate the contract without incurring any costs (other than the cost of returning the product(s)) and without having to state a reason, within 14 (fourteen) days, counting from the day on which the customer or a third party indicated by the customer (with the exception of the carrier) acquires physical possession of the product(s).

Therefore, in the event of exercising the right of free resolution, any purchase made in the store can be returned within a period of 14 days after receipt. 

12.2. If the customer wishes to exercise the Right to Free Termination of Contract, he/she must complete the Free Termination Form available here and click on “send” at the end. This procedure must be carried out within the aforementioned period, or explicitly indicate by email to suporte@acexarme.com that he/she wishes to terminate the contract.

Contact made by email must refer to the following data:

• Name and Surname
• Telephone/mobile contact
• Order number
• Order date
• Order receipt date
• Reason for Return

After receiving the request for free termination of the contract, a response will be given as quickly as possible, in order to expedite and schedule the collection of the product(s) purchased.