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 customers continue to receive their parcels smoothly. For customers living in the US and outside of the EU there will be no changes to our shipping service owing to Brexit.

WILL I BE CHARGED ANY EXTRA COSTS?

Any additional costs owing to Brexit will be absorbed by FRESCOBOL CARIOCA. Shipping fees will remain the same. Import charges may apply to all countries outside of UK, EU and USA, in keeping with local customs. Please see more details here.

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 for 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 drivers and 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.

ARE YOU OPERATING A NORMAL DELIVERY SERVICE?

Yes – we are delivering as normal.

 

SHIPPING

STANDARD SHIPPING TIMES

US Mainland & Outlying Islands: 3 – 4 business days | $12 or FREE on orders over $300

Rest of the World: 5 – 7 business days | $15 or FREE on orders over $300

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

US Mainland & Outlying Islands: 2 – 3 working days | $20
Rest of the World: 1 – 4 working days | $25

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

HOW CAN I TRACK MY ORDER?

All 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. You can then track your shipment online here.

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

DO I HAVE TO PAY IMPORT DUTIES?

There are no import duties or taxes for all US orders. Please note that for all other countries, import duties and taxes are subject to regional import laws and are not covered by the shipping costs, 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?

This Service is unavailable, we have made the difficult decision to close our London stores.

RETURNS

HOW DO I RETURN OR EXCHANGE MY ORDER?

DHL

In the clear plastic docket on the front of the box you will 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. Attach the pre-paid DHL shipping label to your parcel. You can then arrange a free collection by contacting DHL here.

You'll find your 10 digit waybill number located under the top barcode on your printed returns label that starts "WAYBILL XX XXXX XXXX"

DO YOU OFFER FREE RETURNS?

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

Returns and Exchanges Policy: 30 days.

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 to 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 for busy periods. Refunds will be issued to the original purchasing card or Paypal account.

CAN I RETURN MY ORDER IN STORE?

Items ordered online cannot be returned in store. Please follow the process detailed above to return or exchange your items. This includes Collect In Store orders.