Returns & Deliveries

  • Delivery Methods

    You have several delivery methods namely: home / workplace delivery, home delivery overnight and Saturday, delivery to Decenio physical store or delivery to Pick Up Points CTT and DPD (establishments that have partnerships with carriers). When placing the order you can select the most convenient point. The available delivery method may vary, please confirm the country.

  • Countries for delivery

    There are approximately 100 countries to which we ship. The Online Store automatically recognizes the country from which you are accessing our website. To choose a different country, select the Change Country option at the bottom of the right side.
  • Shipping and Delivery Times

    In mainland Portugal, shipments are free in any delivery method. In the islands of the Azores and Madeira, shipping is free on orders with a value equal to or greater than 74.90 €. Click here to check delivery and delivery times in all countries.
                                                                                                                                                                                                                               
    Destination Shipping costs (€) Returns Exchanges Delivery Times * (average)
    Portugal (Continental)         
          
    Free             Free
    Free 3 working days
    Portugal (Islands)         
          
    Free (orders over € 74.90); € 9 for lower orders         Free
    Free
    4 working days
    Spain (excl. islands)         
          
    Free
    Free Free 3 working days
    Other countries         
          
    Click here to access infoClick here to access info Not available 3 to 7 working days

      

    * Depending on product availability. The values ​​presented correspond to average data achieved under normal circumstances. In periods of special campaigns these periods can be exceeded. Contact us for information about the delivery date of your order: customercare@decenio.com

  • Delivery

    When your order is shipped you receive an email from Decenio informing you of the shipment. If delivery is made at home, you will receive an SMS with the estimated delivery time. If the order is delivered to a Pick Up Point, an SMS is triggered as soon as the delivery is confirmed by the Point. If the order is delivered to Loja Decenio you will receive an SMS with delivery information.

  • Customs duties and charges

    Decenio Online orders destined for European Union countries include in their final price illustrated on each product in the VAT online store at the rate in force. In non-EU orders, VAT is not included, so the commercial price of the product must be considered the visible value in each product.

    Extra-Community orders may be subject to VAT, Customs Import Duties or other country specific taxes, payable by the recipient when receiving the order in the destination country. Orders placed through the Decenio Online Store are placed according to Incoterm Delivered Duty Unpaid (DDU Delivery with Unpaid Rights). This means that in non-EU orders Decenio does not include VAT in the final amount paid for the order or any customs duties and / or taxes. These rights / fees, if any, will always be paid by the customer. For more information on charges for delivering an online order in your country, please consult your local customs office.

  • Returns

    If the item you received does not correspond to what you intend or will not serve, you can return it within a maximum of 15 calendar days, after receiving the order. To do this, you must respect the following rules:

    - The products must not show signs of having been washed or used beyond the proof of size and shape;

    - The products must maintain the original characteristics and the packaging must not be damaged, beyond what is necessary for a careful opening;

    - The products must be complete with all the parts that compose it, and even with the respective identification tags.

    - Depending on the country where your order was delivered, the return for cancellation of the purchase may be subject to a return fee.

  • Return method

    You have three free methods to return your order: free collection at home / place of work, return at Pick Up Point or delivery at Decenio physical store.

    A return slip will be sent which must be glued to the outside of the package above the labels that were initially sent. This guide should be used for returns through the home and for returns at Pick Up Points (DPD and CTT).

    When filling in the “Free home collection” option, the collection request is sent to the carrier DPD or CTT.

    If you choose to return at Decenio Physical Store, simply return the return to the store and it will try to send it to our warehouses.

    The return / exchange form must always be completed in your customer area so that we can receive information about what you want. The invoice must be downloaded from your customer area, printed and accompany the return so that, when we receive the return, we can identify the sale.

    If you prefer, you can send your return by your own means. In this case, the cost of the shipment will be the customer's charge:

     

    Decenio Online Department

    Avenida 1º de Maio, 1666

    4485-105 Fajozes, Vila do Conde

    Portugal

  • Exchange, refund or voucher

    You can choose to exchange the article, but only in size, not an article with a different reference. If you want to exchange for a different item we advise you to opt for the voucher and, thus, you can use the value in the new purchase.

    Refunds are always made using the same payment method as the original order.

    Alternatively, you can choose to issue a voucher with the same amount as the return. In this case, a voucher will be sent to the email associated with the purchase. This voucher can be used on any purchase made in the Online Store.

    If we receive a return without any type of information, we will assume the issuance of a voucher.