Delivery and Returns

SHIPPING

SHIPPING COSTS

The exact cost of shipping for our orders is calculated at checkout and varies depending on customer location.
Shipping is calculated by our courier on a case by case basis to offer the best price and service available, and therefore may vary, and will look a little different.
Please see below for an approximate cost of shipping by location.

United Kingdom: Express £7

EU Countries: Express €10-€11

*Please note that at the moment all deliveries to Ukraine and Russia are suspended, therefore all orders coming from those countries will be cancelled and refunded.

US Mainland & Outlying Islands: Express $12

Rest of the World: Express $18

We offer complimentary standard shipping on:
UK orders over £200
EU orders over €300
US orders over $300
AU orders over $450

EXPRESS SHIPPING TIMES

We ship from our warehouse in Portugal. Our express shipping times vary depending on customer location, as below:

United Kingdom: Next Business Day.
EU Countries: Next Business Day.
All other EU Countries: 1-2 Business Days.
US Mainland & Outlying Islands: 2-3 Business Days.
Rest of World: 1-4 Business Days.

Orders must be received before 14:00GMT to qualify for express shipping. Orders received after this time will be shipped the following business day.

Please note our warehouse is closed over the weekend. Orders placed after 14:00 GMT on Friday will be shipped the following Monday.

*Shopping during our sale: We aim to get your order to you as quickly as possible but due to high volumes it may take longer to arrive. 

HOW CAN I TRACK MY ORDER?

All of 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 that should allow you to track your shipment online here.

Please note that a signature may be required upon receipt of goods.

If you are unable to locate your tracking number, please get in touch with our Customer Services team at customerservice@frescobolcarioca.com.

DO I HAVE TO PAY IMPORT DUTIES?

We ship from our warehouse in the EU. For customers living within the European Union, US and UK we will pay any duties and taxes on your shipment. Please note that for all other countries, import duties and taxes are subject to regional import laws and are not covered by the cost of shipping or by FRESCOBOL CARIOCA.

The customer is liable for these costs, which may be high. These costs are determined by local authorities and can be estimated here.

CAN I COLLECT MY ORDER IN STORE?

We have made the difficult decision to close our London stores. As such, this service is unavailable.

RETURNS

DO YOU OFFER FREE RETURNS/ EXCHANGES?

Yes, we provide pre-paid return shipping labels with all orders. 

We operate with a strict 30-day exchange policy. If we receive the order after 30 days from delivery day we will send it back to the customer.

To be eligible for a refund or exchange, your item must be unused and in the same condition that you received it with original tags attached.

Only items that have been purchased directly from Frescobol Carioca online store can be returned. Frescobol Carioca products purchased through other retailers must be returned in accordance with their respective returns and refunds policy.

HOW DO I RETURN OR EXCHANGE MY ORDER?

DHL

In the clear plastic docket on the front of your box, you should 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. For customers in the US, EU and Rest of World, please be sure to include the provided invoice document with this return, in keeping with customs laws.

4. Attach the pre-paid DHL shipping label to your parcel.

5. You can then arrange a free collection by contacting DHL here. If more convenient, you can also take your parcel to your nearest DHL drop-off service point.

Should you need it, you will find your 10 digit waybill number located under the top barcode on your printed returns label.

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 for 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 during busier periods. Refunds will be issued to the original purchasing card of Paypal account. If you have not received your refund, please get in touch with our Customer Services team.


BREXIT

WHAT DOES BREXIT MEAN FOR OUR CUSTOMERS?

At FRESCOBOL CARIOCA, we endeavour to ensure that our business runs smoothly at all times, from speedy production processes to the safe and efficient delivery of orders to our customers.

We ship from our warehouse based in Portugal.

For customers living within the European Union, US and UK we will pay any duties and taxes on your shipment.

For customers living outside of the above mentioned countries, duties and taxes will be charged.

WILL I BE CHARGED ANY EXTRA COSTS?

No, there will be no extra costs for customers owing to Brexit. All imports and duties fees will be paid by FRESCOBOL CARIOCA. Shipping fees will remain the same. 

WILL THERE BE ANY CHARGES APPLIED TO MY RETURN?

Our returns policy remains the same, and we will continue to operate with free global returns within 30 days. Customers will be refunded the full RRP value as standard.

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 to 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 both drivers and their 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 included in your order.

ARE YOU OPERATING A NORMAL DELIVERY SERVICE?

Yes – we are delivering as normal.