Returns & Exchanges

Right of withdrawal — 14 days

If you are a consumer, you may return your purchase within 14 days of receipt, without giving any reason, under Portuguese Decree-Law no. 24/2014.

How to return

1. Contact us by email at info@alvashop.eu, stating the order number and the items to be returned;
2. We will send you instructions and the return address;
3. Return the item complete, without signs of use, with all accessories and, whenever possible, in the original packaging;
4. The refund is made through the same payment method within a maximum of 14 days after receiving the returned item (or proof of shipment).

Return costs

Except for defective items or wrong shipments, return transport costs are borne by the customer. For bulky items we can arrange carrier collection, with the cost quoted in advance and deducted from the refund if you prefer.

Exceptions to the right of withdrawal

By law, the following cannot be returned: personalised or made-to-measure items; sealed items unsuitable for return for hygiene or health reasons once opened (for example, certain aesthetics consumables); and goods that become inseparably mixed with other goods after delivery.

Defective items

If an item arrives damaged or defective, this is not a voluntary return but a warranty claim — all costs are fully borne by us. Contact us with photos and your order number.