Delivery and Returns

SHIPPING

Extended Returns are now live to allow you more flexibility over the festive period. All purchases made on or after the 16/11/2023 can be returned up until the 15/01/2024.

For our US and Rest of World customers, the last delivery date for the festive period is December 20th. If you're in the UK and the EU, your final opportunity for delivery before the festive period is on December 21st.

We will cover all duties and taxes on shipments worldwide*.

We ship from our warehouse in Portugal and offer express DHL delivery on all orders.

We also offer free express shipping on:
US orders over $400
UK orders over £300
EU orders over €300
Rest if World orders over $450

*Excluding Brazil.

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 European 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 14:00 GMT to qualify for express shipping on the same day. 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. 

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 £10

EU Countries: Express €10

*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 $15

Rest of the World: Express $20

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 will cover all duties and taxes on shipments worldwide*. All orders are shipped from our warehouse in Portugal.

*Excluding Brazil.

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. 

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, UK 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.

Please note, returns from outside the EU may take up to 10 working days to arrive at our warehouse. Thank you for your patience.

CAN I EXCHANGE FOR A DIFFERENT ITEM?

Exchanges only apply for the same item in a different size. 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 or Paypal account. If you have not received your refund, please get in touch with our Customer Services team.