1. Personal Account
1.1 HOW DO I CREATE MY ACCOUNT?
To create an account, click on "Login/Register" in the top right corner of your computer and click on "Create Account". You will then be asked to enter your email address and you will receive an email confirming the account you have created. In this email you will receive a password to access your account and where you can manage all your information (addresses, order history, credit notes, etc.).
1.2 HOW DO I LOG IN?
To log in, simply enter the e-mail address and password with which you registered your personal account. If you wish to save your details, tick the "Remember me" box.
1.3 HOW CAN I EDIT MY ACCOUNT?
To edit your account, you will need to access the "My Account" area and click on the "Addresses" or "Account Details" icon to modify any information. Please update your details whenever there have been changes.
1.4 I HAVE FORGOTTEN MY PASSWORD. WHAT SHOULD I DO?
If you have forgotten your password, when you log in and try to enter an incorrect password a message will appear asking "Have you lost your password?", which you should tick yes. In the "Username or email" field, enter your email address associated with the account. You will then receive a link from which you can set a new password.
2.1 HOW CAN I TRACK THE STATUS OF MY ORDER?
To track your order, simply take note of the BATCH or DHL tracking number that has been emailed to you. If you have not received any information about your shipment, you can send an email to: firstname.lastname@example.org
2.2 AFTER RECEIVING THE ORDER CONFIRMATION, WHAT IS THE DELIVERY TIME?
The estimated delivery times, by geographical area, are as follows:
Shipments within Portugal and Spain: 3 business days.
Shipping within Europe and Rest of the World: 5 business days.
However, there may always be variations in transit times depending on carriers and factors outside of us.
2.3 DOES THE DELIVERY ADDRESS HAVE TO BE THE SAME AS THE BILLING ADDRESS?
No. You can choose two different addresses. If you want the delivery address to be different from the billing address, you will have to delete the pre-selected field "Ship to the same address" in the data entry area of your order process with a single click.
2.4 WHAT HAPPENS IF NO ONE IS AT HOME TO RECEIVE THE ORDER?
The carrier makes two delivery attempts, we work with BATCH and DHL depending on the final destination. If the carrier is unable to deliver to the first delivery, it will contact you for a second delivery. If still unable to deliver, the order returns to our warehouses and a new shipment will be made, upon payment of a new shipment by the consumer.
2.5 HOW MUCH DO I HAVE TO PAY FOR DELIVERY COSTS?
For deliveries to be picked up in store - 38 Graus Studio, rua poço dos negros, 124. 1200-337 Lisboa - shipping is free of charge.
For direct delivery to the final destination, the price will depend on the quantity of products you order at once and the destination of the order.
Portugal: 3 euros - 19 euros
Europe: 9 euros - 38 euros
Outside Europe: 22 euros - 65 euros
If you’re purchasing from a country outside of the EU Zone, please note that If applicable, customs fees, added VAT and country of destination handling fees are the receiver's responsibility and may vary from country of destination.
2.6 CAN I COLLECT MY ORDER IN THE SHOP?
Yes, when you pick up your order in the shop you do not pay shipping costs. You will have to enter this information when you finalise your purchase and as soon as you receive an email confirming collection, you can go to the shop at your convenience and show the purchase invoice that has been sent to your email address.
3.1 HOW CAN I ORDER AN ITEM ON THE WEBSITE?
To shop in our online shop, simply add the products you want to the basket in the top right hand corner, enter a shipping and billing address and choose a payment method. Your order will be shipped directly to the address indicated within the delivery time mentioned when confirming the order.
3.2 HOW TO DECIDE ON THE RIGHT SIZE?
To complete the shopping experience in our online shop, we provide our customers with a general sizing guide. If the size you have chosen is not the size you want, you can always exchange the item. You will find more information about this under "Exchange policy".
3.3 TO WHICH COUNTRIES CAN I ORDER A 38 DEGREES ARTICLE?
On www.38graus.com you can order your bikinis from anywhere in the world. Bikinis will be shipped from Portugal, with an additional cost depending on the country of delivery.
3.4 HOW CAN I BE SURE THAT MY ORDER HAS BEEN COMPLETED?
The last step of the checkout process is a confirmation message that tells you the general details of your order. At the same time, you will receive an order confirmation email with all the details of your order at your email address. If you do not see this last message or do not receive the order confirmation e-mail, it means that your purchase has not been completed. In this case, you should contact our Customer Service by email: email@example.com.
3.5 WHEN I PLACE AN ORDER, IS STOCK AVAILABILITY GUARANTEED?
Despite all our efforts to check, it is sometimes possible that stocks may run out. In this case, our Customer Service will contact you to inform you that the item(s) is (are) out of stock and to proceed with the respective refund.
4.1 WHAT PAYMENT METHODS ARE AVAILABLE?
In the online shop you can pay with PayPal, MB, Visa, MasterCard, bank transfer and MBWay.
4.2 I CANNOT COMPLETE MY ORDER WITH THE CREDIT CARD PAYMENT OPTION.
Check that you have entered all your credit card details correctly. If the problem persists, you should contact the card issuing bank and report the problem.
4.3 DO I HAVE TO PAY EXTRA CHARGES ON MY ORDER?
The only extra charge you have to pay when buying in our online shop are the shipping costs, always depending on the delivery destination.
* Paypal: You can use your Paypal account to shop at www.38graus.com. If you do not have a PAYPAL account you can create, at the time of the purchase process on the web, a new account. We recommend that you save your personal and payment details to avoid having to retype them every time you place an order on our website.
** MB: When you choose this option, a reference is generated for payment at the ATM or in your Home Banking. You must then enter the bank, the reference and the total amount of the order in the Payments > Purchase payment option. You have 2 days to make the payment, otherwise the order will not be confirmed and will be cancelled.
*** Visa: Payment by Visa card requires the introduction of valid credit card details. Note: If the details are not valid, an error message will appear, preventing you from completing the purchase. The total amount of the order will be charged automatically.
****Bank transfer: you will be sent an IBAN to which you must transfer the amount of your purchase.
5. After sale
5.1 WHAT TO DO IF YOU RECEIVE A FAULTY ITEM?
38 GRAUS guarantees the quality of all its products, but if the product ordered is defective in any way, you should contact Customer Service via the following e-mail address: firstname.lastname@example.org for information on the shipping/collection procedures. We remind you that you should not send the item to the shop where the 38 GRAUS items are located without first contacting Customer Service.
5.2 WHAT SHOULD I DO IF MY ORDER DOES NOT ARRIVE ON TIME?
You should contact the following email address to explain the situation: email@example.com
5.3 IS IT POSSIBLE TO MODIFY MY ORDER AFTER RECEIVING THE EMAIL CONFIRMATION?
No. As soon as you receive the order confirmation, you have completed this process. You can then exchange the item by paying or receiving the difference in value.
5.4 CAN I EXCHANGE MY ITEM FOR ANOTHER ONE?
Yes, 38GRAUS.COM offers its customers the possibility to exchange. For detailed information on the procedure, please refer to the exchange policy.
5.5 HOW CAN I SUBMIT A SUGGESTION OR COMPLAINT?
To submit your suggestions and/or complaints you should send an email to: firstname.lastname@example.org
6. Return and exchange policy
6.1 HOW TO EXCHANGE OR RETURN AN ARTICLE?
When you order an item from 38 GRAUS you have a period of 15 days to exchange or return the item(s) ordered.
38GRAUS.COM accepts the exchange or return of items if you are not completely satisfied or if the item is defective in any way. However, it must not show any signs of use and must be returned with the tags.
After receiving the items, 38 GRAUS reserves the right to refuse the exchange if the item does not meet the requirements of the above policy.
Note: Exchanges or returns will be processed within 5 to 7 working days of receipt of the item. Returns are only available on online orders, all items purchased in shop can only be exchanged within 15 days. In case of a return, the refund will be made within 14 working days.
To do your exchange you have 2 options:
- In the 38 Graus Studio, you can exchange: For size, colour or for another piece 38 GRAUS, paying or receiving the value of the difference.
- Through this link: If the exchanges and returns platform does not show the desired exchange product, you can send us an e-mail to email@example.com with the model, colour and size for which you wish to exchange or if you wish to make a return. If the answer is positive, 38 GRAUS is not responsible for the transport or costs inherent to the shipping of products returned for exchange, the customer having to send the piece to our shop or offices.
We do not provide free return shipping labels and shipping fees are non-refundable. If you’re purchasing from a country outside of the EU Zone, please note that If applicable, customs fees, added VAT and country of destination handling fees are the receiver's responsibility and may vary from country of destination.
7. Terms and Conditions
38 GRAUS reserves the right to freely modify, at any time, the present Conditions of Use and General Conditions of Sale in order to adapt them to the applicable legislation, without prior notice.
Likewise, 38 GRAUS reserves the right to fully modify, at any time, the presentation and content of the website. Such changes will have, consequently, the purpose of constantly improving the website, as well as the services offered to its user.
Both browsing the website www.38graus.com and its subdomains and the purchase of any product at these addresses presuppose the acceptance of these Conditions of Use and the General Conditions of Sale contained on this page.
7.1 Conditions of use
The user undertakes to use this website in accordance with the provisions of the applicable legislation, refraining from using the website for activities contrary to the law, morality and good customs, or the rights and interests of third parties. The user must refrain from obtaining information and content accessible through the website.
7.2 Intellectual property
All iconographic, textual, technological and other elements present on our website www.38graus.com constitute the exclusive property of 38 GRAUS and are protected by the Intellectual Property Law. Therefore, by allowing access to the website, 38 GRAUS does not grant any licence or right to its user. Therefore, the use, reproduction, copying and dissemination by other means of the logos, texts, images and videos contained in this website is subject to prior authorisation to that effect. Only the use of the contents of the site for personal purposes is permitted. No part of the website may be reproduced for the purpose of being marketed or distributed for commercial purposes.
7.4 Product and price information
On the website www.38graus.com and its subdomains we provide information on the essential features of our products by means of detailed technical descriptions and photographs illustrating our products, in accordance with the best product presentation policy.
Note: Product colours may vary and may not be exact, as they depend on the monitor and the technology used by each user. 38 GRAUS is not responsible for any inaccuracy resulting from the above.
The prices of all the products indicated on our website www.38graus.com and its subdomains are presented in euros, including taxes and duties. The VAT included in all prices mentioned corresponds to the current rate.
Similarly, prices and promotions appearing on our website www.38graus.com may fluctuate and their availability may be subject to limited periods of time.
7.5 Product delivery costs 38 GRAUS
All shipments of products ordered on www.38graus.com are sent by BATCH or DHL depending on the delivery destination.
The costs of the delivery service are borne by you/customer, and are added to the total value of the selected products. The user will always be informed of these costs before confirming his/her order and completing the purchase process. If you’re purchasing from a country outside of the EU Zone, please note that If applicable, customs fees, added VAT and country of destination handling fees are the receiver's responsibility and may vary from country of destination.
The prices and products available on www.38graus.com are only valid for purchase orders placed through the site www.38graus.com, and may not coincide with the prices of the 38 Graus Studio shop that sells the 38 GRAUS products, or of the shops that sell the 38 GRAUS products.
7.6 Order tracking
You can track your order. To do this, simply access the website of the delivery platform in question. You will find all the information in the e-mail confirming the dispatch of your order.
7.7 Frequently asked questions
In order to clarify most of the questions arising from the use of our website, we also have a list of frequently asked questions (FAQ) which you can consult here.
38 GRAUS cannot guarantee the absence of viruses or similar elements in the electronic documents and files stored in its computer system and on its website, and therefore cannot be held responsible for any damages caused and derived from the possible presence of viruses and other similar elements.
7.9 Law and jurisdiction
These General Conditions of Use and Sale are governed by Portuguese law. The resolution of any dispute arising from the interpretation and execution of these General Conditions shall be subject to Portuguese law and the Portuguese courts, expressly waiving any other.
All personal information collected from you will be used to make your visit to our site as productive and enjoyable as possible. Ensuring the confidentiality of the personal data of our website users is important to 38 GRAUS.
All personal information relating to members, subscribers, customers or visitors using 38graus.com will be treated in accordance with the Personal Data Protection Act of 26 October 1998 (Act No. 67/98).
9. Second Life
Aiming to contribute for a more sustainable world and encourage a circular economy, we launch the Second Life project, to give a new use of the 38 GRAUS bikini that you don’t use anymore.
How does it work?
If you have a 38 GRAUS bikini that you don’t use anymore, send it to us: we will resell it on our website and you get a 30€ discount to buy a new one.
What’s the process?
- First things first. Please keep in mind that you are giving a second life to your bikini, so it needs to be in perfect condition to be reused: clean, in good used condition, with all seams and accessories,…
- Go to our store Nossa Concept at Rua da Misericórdia 66, 1200-334 Lisboa or drop us a message at firstname.lastname@example.org so you can ship it to us – we will pay for that shipping.
- After receiving it we will evaluate if it is according to our standards to be resold and hence, part of the Second Life.
- Once confirmed, you get a 30€ OFF promocode valid for 1 year to buy a new 38 GRAUS bikini, that will be emailed to you to the data shared with us.
Only 38 GRAUS bikinis are accepted. They can be from any collection, as long as they respect our standards to be resold.
Feedback regarding the product acceptance in our Second Life project can take up to 20 days – we promise we’ll work faster than that according to demand.
No exchanges or returns will be accepted for these items.
In the case where we evaluate that the product is not in a good condition to be resold, we will send it back to you by the same means it was delivered. If it takes more that 30 days for the product to be collected, or we miss the information to be shipped back, we will assume there’s no interest in it and we will keep it.
Our promotions are non cumulative. The 30€ discount promocode is valid for 1 year but cannot be used on top of any other kind of promotion.
Promocodes are not cumulative, 2 or more second life promocodes cannot be used on the same purchase.
The promocode is valid for one purchase only, for one user, and only on our website.
The Second Life campaign is only available at www.38graus.com website.