Refund policy
EXCHANGES AND RETURNS
In accordance with Decree-Law No. 24/2014, dated February 14, for exchanges/returns made on the online store, the customer has 15 consecutive days to do so, and it is not possible to return the product or receive a refund after this date.
The 15-day period for exchange or return begins:
a) On the day the Customer or a third party, other than the carrier, indicated by the Customer takes physical possession of the products, in the case of purchase and sale contracts.
b) On the day the Customer or a third party, other than the carrier, indicated by the Customer takes physical possession of the last item, in the case of multiple goods ordered by the Customer in one order and delivered separately.
Therefore, for orders delivered to the Customer's address, this period starts from the moment the carrier delivers the order. However, when the order is picked up at the Loja Real Bica physical store, the Customer has 15 days from the notification that the order is available for pickup at the store, regardless of the date of pickup.
All products purchased online on the Site for exchange and/or return purposes (under the respective chapter for this purpose) can be physically returned to the Loja Real Bica store or by mail to the address:
Loja Real Bica
Calçada do Combro 36
1200-086 Lisbon
EXCHANGES
The Customer can make exchanges by sending an email to info@loja-real.com indicating the model, color, and size for which they want to make the exchange, and if possible, providing the link to the desired product. The value must always be equal to or greater than the value of the initially purchased item. After sending the email, Loja Real will confirm the stock availability and validate the exchange within 72 hours.
Upon receiving confirmation from LOJA REAL, you can return the product to be exchanged by mail to the indicated address or by delivering it to the Loja Real Bica store.
If you choose a product of lesser value, you will receive a voucher for the price difference. Vouchers can be used within 1 year from the date of obtaining the original voucher. Vouchers can only be used in the online store.
Items for exchange should be sent to: Loja Real Bica, Calçada do Combro 36, 1200-086 Lisbon. Once the item is received, Loja Real will process the exchange and send it to the previously indicated Shipping Address.
The shipping cost is borne by the Customer. Loja Real advises that shipments be made with tracking.
Loja Real will inspect the product and inform the Customer of the right to exchange. Exchanges are not accepted for products showing signs of use or misuse. Additionally, exchanges are only processed for items in perfect condition and accompanied by the respective invoice, tags, and original packaging. Exchanges or returns are not accepted for used, altered, washed, items without invoice, tags, or original packaging. Furthermore, exchanges are not accepted for promotional items or gift cards.
There are also items that cannot be exchanged, such as perishable products (such as food, flowers, or plants), personalized products (such as special requests or customized items), and personal hygiene products (such as beauty products). We also do not accept exchanges of dangerous materials, flammable liquids, or gases. Please contact us if you have any questions or concerns about your specific item, through info@loja-real.com.
For exchanges outside the European Union, Loja Real is not responsible for delays or costs associated with customs; these are the responsibility of the customer.
RETURNS
The Customer can return products purchased on the Site in two ways:
- At the Loja Real Bica store: products purchased can be returned at no associated cost.
- On the Site: If you wish to make the return through the Site, you simply need to send an email to info@loja-real.com stating the intention to return.
Items to be returned should be sent to:
Loja Real Bica
Calçada do Combro 36
1200-086 Lisbon
The shipping cost is borne by the Customer.
Loja Real advises that shipments be made with tracking.
Loja Real only accepts returns of pieces purchased in the Online Store within the established time frame.
Loja Real will inspect the returned product and inform the Customer of the right to a refund. Returns are not accepted for products showing signs of use or misuse. Additionally, returns are only processed for items in perfect condition and accompanied by the respective invoice, tags, and original packaging. Returns are not accepted for used, altered, washed, items without invoice, tags, or original packaging. Returns are also not accepted for items on promotion or gift cards.
There are also items that cannot be returned, such as perishable products (such as food, flowers, or plants), personalized products (such as special requests or customized items), and personal hygiene products (such as beauty products). We also do not accept returns of dangerous materials, flammable liquids, or gases. Please contact us if you have any questions or concerns about your specific item, through info@loja-real.com.
Once the item is received at Loja Real's facilities, our team will process the return using the same payment method. Returns will be made within 5 business days after receipt at our facilities.
For returns outside the European Union, Loja Real is not responsible for delays or costs associated with customs; these are the responsibility of the customer.
Loja Real does not provide returns for items purchased in physical stores.