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Customer Service

We endeavour to keep our prices updated and accurate but it is possible that the price may have increased from that published. If that happens, we will not send your order until you have confirmed that you wish to order at the new price.
Banking charges by the receiving bank on payments to us will be borne by us. All other charges relating to payment in a currency other than Euros will be borne by you.
Prices include Portuguese IVA (where applicable).

Deliveries will be made by post / a carrier instructed by us to the address stipulated in your order. You must ensure that someone is present to accept delivery.
By default, we ship with CTT (post) as a tracked parcel. Unfortunately, we have no influence on the delivery time. This depends on the speed of the postal companies involved, especially abroad, customs clearance, etc.
If you wish, we can also send your parcel (if available) with UPS (carrier). You can add this option to your shopping basket. The costs will be displayed there.

Goods that are in stock will be guaranteed to be despatched to you within 14 days of your order unless circumstances outside of our control prevent us from doing so.
Goods are sent at our risk until received by you.
Delivery is charged at the amount stated at the time of ordering.

If you are a citizen of the European Union, and you bought the goods as a Consumer, you may cancel your order at any time before we despatch your order.
As required by the Distance Selling Regulations, details of our after-sales service and guarantees, if any, are given on our website.
If you cancel before we have sent the goods, we will refund to you the price of the goods and the cost of delivery, if any.
If you cancel after we have despatched the goods, then we have no obligation to make a refund unless you, as the customer, have made a legal return of the entire or part order.
The option to cancel your order is not available if the goods are made or altered to your specification.
If you cancel your order after we have despatched the goods, you must return them to us within 7 days in the same condition in which you received them. We cannot refund your money if the goods have been used, worn or damaged.
You are responsible for the cost of returning them.
To assist us in identifying your goods on receipt by us, we ask you to include your full name, address and telephone number.
If you fail to return the goods, within 30 days, then the case of refunding and returns will be dropped with no obligation by you or us for further action.
We will refund your money within 14 days.
This paragraph does not affect your rights in the event that the goods are faulty. time of ordering.

If you are not in the EU, we have no knowledge of, and no responsibility for, the laws in your country.
You are responsible for purchasing goods which you are lawfully able to import and for the payment of import duties and taxes of any kind levied in your country.

If for whatever reason you are unhappy with an item you’ve purchased then please inform us via email within 14 days so we are able to either refund or exchange the goods. This will only be carried out once it has been returned at your own expense and received by us. When returning goods, please ensure you obtain proof of the postage back to us so you have evidence they have been posted. These goods will only be exchanged if they have not been used, worn or otherwise soiled and are in original, undamaged packaging.

Any damaged, faulty or incorrect items must be reported within 5 working days of receipt. We will then proceed with exchanging or refunding the goods for you as soon as possible. We do however reserve the right to return the goods to the manufacturer before exchanging or refunding if necessary. If the manufacturer deems the fault to not be that of the product, AlucoLures reserve the right not to issue an exchange or refund.

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