Delivery and Returns

BREXIT

WHAT DOES BREXIT MEAN FOR OUR CUSTOMERS?

At FRESCOBOL CARIOCA, we are working to ensure that business runs as usual and that our customers continue to receive their parcels smoothly.

For customers living in the UK, the US and outside of the EU there will be no changes to our shipping service owing to Brexit.

For customers living in the EU, we are working hard to ensure that new documentation is provided with every order. However, there may be minor delays to delivery owing to an increased transit time in EU Customs.

WILL I BE CHARGED ANY EXTRA COSTS?

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. Import charges may apply to customers living outside of the UK, EU and USA in keeping with local customs. Please see more details here.

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 for 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.

 

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: Standard £5-£7 | Express £10-£12

Germany, France, Netherlands, Italy, Greece, Portugal, Spain, Sweden, Belgium, Austria: Standard €11-€13 | Express €14-€16

All other EU Countries: Standard €15-€17 | Express €20-€22

US Mainland & Outlying Islands: Standard $12 | Express $20

Rest of the World: Standard $15 | Express $25

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

STANDARD SHIPPING TIMES

We ship from our warehouse in the EU. Our standard shipping times vary depending on customer location, as below.

United Kingdom: 2-3 Business Days.
EU Countries: 3-5 Business Days.
US Mainland & Outlying Islands: 3-5 Business Days.
Rest of World: 5-7 Business Days.

Orders received before 14:00 GMT will be dispatched the same business day. Orders received after this time will be shipped the following business day.

EXPRESS SHIPPING TIMES

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

United Kingdom: 1-3 Business Days.
EU Countries: 1-3 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.

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.  There are no import duties or taxes for all parcels going to the UK, EU and US. 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. During this holiday season we are offering extended returns for any order* placed between 11th November 2021 until 21st December 2021. 

*This applies to full-price items only. Please note that this excludes any items purchased during the Black Friday and Cyber Monday sales period.

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.