FAQS
How Can I Return or Exchange A Product?
To request a return or exchange to your order, please send us an email with your order number to Geral.btuck@gmail.com.
What Should I Include In The Email?
Make sure to mention your name and order number
Insert images if there is a product default issue.
Insert new item reference for new size or product requests.
When Can I Get My New Product or Refund?
We'll ship you your new product or send your refund once we receive the original item.
To request a return or exchange to your order, please ship parcel to
Av. Fontes Pereira de Melo 21, 8ºandar 1070-116 Lisboa, Portugal.
ONLINE EXCHANGES & RETURNS POLICY
According to Law decree no. 24/2014, of February 14, the customer has 14 days in a row to exchange/return a product after receiving it in the chosen address.The reasons why customers may request an exchange or return, in the aforementioned period are as follows:
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The article is too big
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The article is too small
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I do not like the product
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I changed my mind
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The article is not as I imagined
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I received the wrong article **
** If you receive the wrong item, we apologize for the inconvenience and thank you for contacting us as soon as possible to geral.btuck@gmail.com
EXCHANGES
The exchanges made in our online store www.btuckbeachwear.com, are restricted to the stock existing in the online store at the time of exchange. The exchange will only take place when we receive the item at our facility and it successfully passes our quality control.The team responsible for the online store will respond within two working days after receiving the article at our premises. Once the article reaches our studio and passes our quality control successfully, we will contact you by email to let you know if the item you have chosen to exchange is available. If the chosen model for exchange is more expensive than the previous one, we will make a coupon code with the original purchase value so you can make the new purchase online and discount the original purchase value. Once we receive your online purchase, the new item will be sent to your address. If the selected item is already sold out at the time of the exchange, you can choose other items available for immediate purchase on our website or even save the value to a Gift card, with 2 year expiry date.
RETURNS
As soon as the article reaches our warehouse, it is submitted to a quality control and, if the conclusion is that the article has a defect, a refund of the value will be made through the same payment method the client used to place the order. The shipping cost of return/exchange, as well as original purchase shipping costs are the customer's responsibility and will not be returned. When exchanges are sent outside the European Union, Btuck is not responsible for delays and customs charges. These are at the customer’s responsibility. If you decide not to pay these fees and reject the order you will have to pay for the shipping costs and only the value of the purchase will be returned.
REFUND POLICY
Full-priced items are eligible for exchanges or refunds. Sale items purchased at a 30% off discount are only eligible for exchanges.
Final Sale items purchased at a discount higher than 30% off discount are not eligible for returns, exchanges, or refunds. This includes items purchased at 50% off and 70% off during Black Friday and Boxing Day sales events. In the event that a return is completed and the refund amount owed exceeds amount paid, you will be credited the remaining amount in the form of a gift card.
FAULTY ITEMS
We are sorry that you have received a faulty item, please contact our team with photos and order number and we will advise you on the next steps.
Faulty/defective items are protected under our 6 month warranty and are eligible for replacements within 6 months from order delivery date. We will not accept returns requests outside of this timeframe. Please note this does not cover regular wear and tear.
LOST ITEMS
The items purchased in the online store www.btuckbeachwear.com have to be exchanged using carrier / courier and the associated shipping costs are charged to the customer.If you are shipping an item, you should consider using a trackable shipping service or purchasing shipping insurance. We cannot be responsible if the mail service fails to deliver or for lost items.