Shipping and Returns
To exchange an order online you must:
- Begin session;
- Go to the “Orders” section;
- Select the respective order;
- Click on Return/Exchange and follow the steps indicated.
- After we receive your exchange or return request, our customer support will contact you via email, with the details to send the item to be exchanged/returned.
- In case of return, the return cost will be borne by the customer. In case of exchange The return cost will be borne by the customer but the cost of new shipping will be assumed by Neovida.
2. What is the deadline to make an exchange or return in the online store?Exchanges or returns must be made within 14 days from the date of receipt of the order.
3. What are the conditions for exchanging or returning an item?
Neovida has the right to refuse exchanges or returns communicated or sent after the set deadline, or of products that are not in the same conditions in which they were dispatched.
All items for exchange or return must be delivered in the original packaging, in the same conditions in which they were sent along with a copy of the invoice.
Requirements to be met in case of exchange or return:
- The products cannot have been washed or used (the non-use of an item presupposes that it does not show any signs of use, so that it can be resold to other customers under the condition of a “new item”);
- Products must be complete (return of the complete pair together with accessories, if applicable);
- Products cannot have been personalized.
- No exchanges or returns are made for sanitary items, post-surgical items, elastic stockings and items considered underwear.
When we receive an order, we try to prepare the shipment as quickly as possible.
In most cases, we can ensure that all orders with payment confirmed by 1pm (GMT) are dispatched on the same working day, after this time they will be dispatched on the following working day.
Transport time varies depending on the recipient address you chose to receive your order.
In mainland Portugal, delivery is made between 1 and 3 business days after purchase for orders delivered to your home.
For the Islands (Azores and Madeira), shipments made by carriers designated for this purpose are delivered in 7 to 14 working days (to be confirmed).
During festive seasons, in cases of temporary stock outages or times of high order flow, these deadlines may vary. If we exceed these delivery periods, we will contact you.
You can track your order on the carrier's website or app using the tracking number sent by neovida in the shipping notification email, or check the status of your order. If there is any delay or problem with your delivery, please contact us via email at info@neovida.pt .
5. What are the shipping costs? Shipping costs depend on the destination address.
The value of shipping costs is automatically calculated in the shopping cart, according to the country of delivery and the desired delivery time selected (when applicable).
Depending on the country of destination, namely non-EU countries, there may be additional transport, delivery and postal charges, customs clearance, or others, which cannot be calculated in advance by neovida due to different customs policies and import taxes. All customs and import fees will have to be borne by customers.
6. When will I receive my exchange pair?The estimated time to receive your exchange pair is 10 working days, counting from the date of delivery of the pair to our warehouse (you can check the location of your order using the tracking number on the return label).
7. Will I have to pay Customs Duties and Import Taxes?Yes, all customs and import fees will have to be borne by customers. Due to different customs policies and import taxes, neovida has no control over any costs that may be applied when an order arrives in the destination country, and it is not possible to predict the exact value of these fees.
If you have any questions, you should contact your local customs office before placing your order to obtain information about customs costs and their applicability.
8. When will I receive the refund? You will receive the amount using the same payment method used for your purchase within an estimated period of 10 working days after we receive the order in our warehouse.
At times of higher volume of orders (for example, Black Friday or Sales) this period may be longer than 10 working days.
If you send your pair to our warehouse without placing a return or exchange request in your customer account, your order will be refunded via voucher.
You can receive your order at an address of your choice (home, workplace, family member's house, etc.), in Portugal.
10. Can the shipping address be different from the billing address?Yes, you can define this information during checkout.
Please note that shipping costs will depend on the destination country and not the billing country.
11. What should I do if I receive an incorrect or defective item?Please send an email to our Customer Support department, via info@neovida.pt , including the data:
- Your order number;
- Name of the model you received incorrectly or defectively (e.g.: xyz);
- Photograph from the article, to help us understand what might have happened.
According to European Union rules, if you purchased a product or service online or outside a store (via telephone, email, at home), you have the right to cancel and return your order within 14 days, without any need for justification.
For cancellations within this period, please contact us at info@neovida.pt .
You will receive the amount using the same payment method used for your purchase within an estimated period of 10 working days.
13. My order hasn't arrived yet. What should I do?Continental Portugal
To ensure delivery of your order to the delivery address, someone must be present at the time indicated by the carrier for delivery of the order.
If you have not received it within the expected deadlines (working days), you should contact us via email at info@neovida.pt , in order to schedule a new delivery to an address of your choice (in the same country).
Portugal Islands – Carrier
To ensure delivery of your order to the delivery address, someone must be present at the time indicated by the carrier for delivery of the order.
Check that you have not been contacted by the carrier informing you that your order was delivered to a collection point.
If you have not received it within the expected deadlines (working days), you should contact us via email at info@neovida.pt , in order to schedule a new delivery to an address of your choice (in the same country).
14. I sent my order to the warehouse without placing an exchange or return request in my customer account. And now?Exchange or return processing will not be carried out if there is no exchange or return request associated with your order.
To do this, you must access your account, click on "Orders", select the appropriate order and, at the end of the page, click on "Return/Exchange" and fill in the necessary information.
As soon as your order arrives at our warehouse, you will be contacted via email by our Customer Support. If the order continues without an associated exchange or return request two business days after our contact, neovida will issue a payment voucher via email.
Orders for mainland Portugal - Carrier
If the carrier does not deliver your order due to the absence of the recipient, you will be contacted by the carrier.
Orders for Portugal Islands - Carrier
A notice will be left in your mailbox and you will be able to collect your order at a collection point.
16. Can I change my delivery address after the order has been shipped?After dispatch, it is not possible to change the delivery address.
17. What are the return and exchange costs?If the customer exercises their right to freely terminate the contract by returning their purchase, the return cost is borne by the customer.
In the case of returns due to defect, wrong sending of the pair, or other reason beyond the customer's control, the return of the item will be the responsibility of Neovida.
In case of exchange The return cost will be borne by the customer but the cost of new shipping will be assumed by Neovida.
18. How can I track the status of my order?As soon as the order is shipped, you will receive an email with a reference, so you can track the status of the shipment on the carrier's website or app.
You can also track the status of your order in your customer area, in the “Orders” section and on the “Track my order” page.
19. I need a gift receipt for my order. How do I do?When the order is registered as delivered, a gift slip will be issued for each of the products you ordered. You can find this receipt in your customer account, in the “Orders” area and clicking on the order in question.
The gift slip contains the order number, the deadline for the return, information about the product (without price) and a link from which you can request the return of the product.
Note: In order for the person who received the product and wishes to request a return to be able to access the link, they must be registered and logged in to our online store.
Refunds using the same payment method are reserved for those who paid for the order. In the case of return requests made by the person who received the order, the refund will be issued via voucher.
If you have already received your order, but the receipt is not yet available in your customer account, you can contact our customer support via chat, telephone or email ( info@neovida.pt ).