FAQs - General Information
In order to clarify most of the ongoing questions regarding the use of our website, we also provide a list of Frequently Asked Questions (FAQs), which you may check below.
HOW DO I SIGN UP?
To sign up, click on “Sign in/Sign up” on the top-right corner of your screen, and then click on “Create Account”. Then, you should insert your email address, and you shall receive an email confirmation stating that your account has been created. Inside that confirmation email, you will find your password by which you may access your account and it will allow you to manage all your account details (addresses, order history, credit notes, etc.).
1.2 HOW DO I SIGN IN?
In order to sign in, you simply have to write in both your email address and the password associated with your account. If you wish to remember your credentials, please check the option “Remind me”.
1.3 HOW MAY I EDIT MY ACCOUNT?
To edit your account, you will have to access the “My Account” section and click on the icon that reads “Addresses” or “Account Details” so that you are able to edit any personal information. Update your account details whenever they seem out of date.
1.4 I FORGOT MY PASSWORD. WHAT SHOULD I DO?
In case you do not remember your password, and during the signing in attempt you write in the wrong password, then a message will pop up asking whether you “forgot your password?”, which you should select. In the “Email Address” field, write in the email contact associated with your account. Soon after, you should receive a link by which you will be able to set a new password.
2.1 HOW CAN I TRACK THE STATUS OF MY ORDER?
To track your order, simply take note of the DPD or FedEx tracking number that has been emailed to you. If you have not received any information about your shipment, you can send an email to: email@example.com.
2.2 AFTER RECEIVING AN ORDER CONFIRMATION, HOW LONG WILL TAKE TO ARRIVE?
The estimated shipping times, by geographical location, are the following:
Shipments within Portugal and Spain: 3 business days.
Shipping within Europe and Rest of the World: 5 to 7 business days.
However, there may always be variations in transit times depending on carriers and factors outside of us.
2.3 DOES THE SHIPPING ADDRESS NEED TO MATCH THE BILLING ADDRESS?
No. You may opt for two different addresses. If you wish for the shipping address to differ from the billing address, you will have to remove, with a click, the pre-selected field “Send to the same address” in the order details form during the order process.
2.4 WHAT WILL HAPPEN IF NO ONE IS HOME TO RECEIVE THE PACKAGE?
The carrier makes two delivery attempts, we work with DPD and FedEx 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 SHOULD I PAY FOR THE SHIPPING COSTS?
For deliveries to be picked up in store – Nossa Concept, Rua da Gáveas, 14, 1200-283 Lisbon, the shipping is free. You have 30 days to pick it up, otherwise you will be notified by email and your order will be retuned.
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: 4 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 PICK UP MY ORDER IN THE STORE?
Yes, you do not pay any shipping costs when you pick up your order from the store. To do this you will have to put this information when you finish the purchase and as soon as you receive an email confirming the collection, you can go to the store when it’s convenient for you and show the purchase invoice that was sent to you by email. You have 30 days to pick it up, otherwise you will be notified by email and your order will be retuned.
3.1 HOW CAN I ORDER AN ITEM ON THE PAGE?
To shop on our online store just add the products you want to the cart, in the top right corner, indicate a shipping and billing address and choose the payment method. Your order will be shipped directly to the address given in the delivery time mentioned when confirming the order.
3.2 HOW TO DECIDE THE RIGHT SIZE?
In order to complete the shopping experience in our online store we provide our customers with a general size guide. If the size you choose is still not what you want, you can always exchange the item. You can find out about this in the ‘Exchange Policy’.
3.3 FOR WHICH COUNTRIES CAN I ORDER A 38 GRAUS ITEM?
At 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 DO I MAKE SURE MY ORDER IS COMPLETED?
The last step of the purchase process consists of a confirmation message that indicates your order’s general information. At the same time, you will receive an order confirmation email with all the details of your order. If you do not see this last message or receive the order confirmation email, it means that your purchase has not been completed. In this case you should contact our Customer Service by email: firstname.lastname@example.org.
3.5 WHEN PLACING AN ORDER IS STOCK AVAILABILITY GUARANTEED?
Despite all our verification efforts, it is sometimes possible to have a stock breach. In that case our Customer Service will contact you to report the out of stock item(s) and proceed to the respective refund of the amount.
4.1 WHAT PAYMENT METHODS ARE AVAILABLE?
In the online store 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.
Make sure you have entered all credit card details correctly. If the problem persists you should contact your card issuer bank and report the problem.
4.3 DO I HAVE TO PAY EXTRA FEES ON MY ORDER?
The only extra costs you have to pay when buying from our online store are the shipping costs, depending always on the destination of delivery.
* PayPal: You can use your PayPal account to shop at www.38graus.com. If you do not have a PAYPAL account you can create a new account when processing the purchase on the website. We recommend that you keep your personal data and payment details so that you do not have to re-enter them every time you place an order on our site.
** MB: When choosing this option, a reference is generated for payment at the ATM or at your Home Banking. You must then enter the Entity, Reference and Total Amount of the order in the option Payments > Purchase Payments. You have 2 days to make the payment, otherwise the order will not be confirmed and consequently cancelled.
*** Visa: The payment by Visa Card requires the entry of data from a valid credit card. Note: If the information is not valid an error message will appear making it impossible to complete the purchase. The total amount of the order is debited automatically.
****Bank Transfer: You will be sent an Iban to which you must transfer the amount of your purchase.
5.1 WHAT TO DO IF I RECEIVE A DEFECTIVE ITEM?
38 GRAUS guarantees the quality of all its products, but in case the ordered product shows any kind of defect you should contact the Customer Service through the following email: email@example.com for information on shipping/collection procedures. We remind you that you should not ship the item to the 38 GRAUS store without prior contact with the Customer Service.
5.2 WHAT TO DO IF MY ORDER DOES NOT ARRIVE ON TIME?
You should contact the following email to report the situation: firstname.lastname@example.org
5.3 IS IT POSSIBLE TO CHANGE MY ORDER AFTER RECEIVING THE CONFIRMATION EMAIL?
No. Once you receive the order confirmation it means 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?
Yes. 38GRAUS.COM gives its customers the possibility to exchange. For detailed information on the procedure, see the exchange policy.
5.5 HOW CAN I SUBMIT ANY SUGGESTIONS OR COMPLAINTS?
To submit your suggestions and/or complaints please send an email to: email@example.com
6.1 HOW DO I EXCHANGE OR RETURN AN ITEM?
When ordering an article 38 GRAUS you have 15 days to exchange the ordered item(s) or to return them.
38GRAUS.COM accepts items for exchange or return if you are not entirely satisfied or if the item shows any kind of defect. However, it cannot show any sign of use and has to be returned with the labels.
After receiving the items, 38 GRAUS reserves the right to deny the exchange if the item does not meet the policy’s requirements announced above.
Note: Exchanges or returns will be processed within 5-7 working days after receiving the item. Returns are only available on online orders, all items purchased in shop can only be exchanged within 15 days.
In order to make your exchange you have 2 options:
a) In the Nossa Concept store, you can exchange: For size, colour or for another piece 38 GRAUS, paying or receiving the value of the difference.
b) Through the email address: If you want to make the exchange through our website, just send us an email at firstname.lastname@example.org with the model, colour and size for which you want to make the exchange or if you want to make the return. If yes, 38 GRAUS is not responsible for the transport or costs of sending the products returned for exchange, the customer must send the item to our store 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.