How can we help you? 

Please have a look at our frequently asked questions.

DELIVERY

How long does delivery take?

The time your order takes to be delivered varies depending on the type of products you order, your delivery address and the delivery method chosen, when applicable. During sale and promotion periods delivery might take a little longer than expected.

Delivery method Delivery time
Standard Portugal shipping 1-2 business days

Madeira and Azores: 2-3 business days

Standard International shipping 
       European shipping 3-5 business days
       Non-EU, worldwide shipping 5-7 business days

WARNINGS:

Delivery deadlines are guidelines and are therefore only to be considered valid when there are no physical or structural impediments to delivery (e.g. incorrect delivery addresses or force majeure, such as strikes, missed connections, poor weather conditions, etc).

Orders are shipped on business days only. Business days are Monday to Friday, excluding national holidays in the Portugal.

Orders placed on or 1 day before a public holiday may take longer to be delivered. So, please expect additional delivery time if you place your order on one of the following dates: 01.01.2019; 19.04.2019; 21.04.2019; 25.04.2019; 01.05.2019; 10.06.2019; 20.06.2019; 15.08.2019; 05.10.2019; 01.11.2019; 01.12.2019; 08.12.2019; 25.12.2019.

I should be incapable of drawing a single stroke at the present moment; and yet I feel that I never was a greater artist than now.

Why can’t you ship my order?

There are a few reasons why we were not able to ship your order. Here are a few possible causes:

  • The product(s) you ordered are out of stock.
  • You live in a remote area, and we cannot deliver there.
  • A payment issue might have occurred when you placed the order.
Why is my order late?
XTRENDI always aim to deliver your order within our standard delivery times, but unexpected reasons can cause delays in your delivery.
We present here some reasons your delivery might be late:
• Your order was shipped during our sales and promotions season.
• You ordered more than one product, particularly relevant if they are from different brands. In exceptional circumstances your order may arrive in different packages and on different dates.
• Your order was placed during a Portuguese public holiday or a local public holiday.
• There were unpredictable circumstances beyond our control.
How do I check my order or delivery status?

Once your order is shipped from our facilities, you will receive an email from us with your tracking number. You will be able to track your order by following the link in that Shipment Confirmation email.

What should I do if I have not received my package?

In case you have not received your package within our standard delivery times, please follow the steps below.
1. Make sure you check the delivery times for the product type of your order.
2. Check the status of your order by following the link in that Shipment Confirmation email you have received from us.
Please, be aware that only one delivery attempt will normally be made. If delivery attempt is unsuccessful, on the same day consignee will get a letter into mailbox containing information about parcel, which can be picked up at an official post office indicated in that letter. Your parcel will be stored for you to pick up at the local post office for a certain period, which is dependent on the country of destination.
Once your parcel leaves Portugal and arrives in the country of destination, it becomes the responsibility of the postal service in the country of destination. As such, changes in the delivery procedures are possible.

How much will delivery cost?

Free international shipping for orders equal to or over €100.

Free national shipping for orders equal to or over €35.

Delivery method Cost
Standard Portugal shipping €3.50
Standard International shipping
       European shipping €7.50
       Non-EU, worldwide shipping €9.50

WARNINGS:

Please, be aware that shipping costs depend not only on the destination country but also on size and weight of your parcel.

What should I do if I received the wrong product?

If you placed your order from our online store and received the wrong product, please contact us and we will help you with the return and refund process. If you received a product that’s the wrong size or colour, you can return the product to us with any cost and re-order through our email.

ORDERING & PAYMENT

Which payment methods do you accept?

Note that in case you choose the “Bank Transfer” method, please mention your Order Number in the transaction and send us a copy or notice of your transaction to geral@xtrendi.com. As soon as your payment has been received, your order will be prepared.

Can I cancel my online order?
You can only cancel your order as long as it has not yet been shipped. We begin processing orders placed at our online store almost immediately. Therefore, if you wish to cancel your order, entirely or partially, please do it within an hour, counting from the moment you have placed your order. Send us an email requesting the cancellation of your order to geral@xtrendi.com. In case your payment has already been processed, we will refund you the full amount within 14 days, counting from the day on which we have received your cancellation request.
Can my delivery and billing address be different?
Yes, as long as both addresses are in the same country.
Why is my online order cancelled?
The most common reasons for not rejecting an order are as follow:
(a) Stock availability. If products are shown on our website but are not available/in stock;
(b) Payment issues. If we are unable to obtain authorisation of your payment;
(c) Delivery address issues. If shipping restrictions may apply to a product; or if we could not deliver to the address provided by you
(d) Eligibility issues. If you are under 16 years;
(e) Product/Price errors. If products shown on our website contain a manifest error such as being incorrectly priced or otherwise incorrectly described;
You are not charged for products cancelled by us. If your order, or part of it, is cancelled by us, you will be refunded for the cancelled products.
What emails will I receive regarding my order?

Normally, we will send you 3 emails when you order: the order confirmation, the shipment confirmation and the invoice.

  1. Order confirmation. After your order has been placed, we will send you an order acknowledgement email, which is an order confirmation. Please notice this order confirmation does not constitute a purchase contract.
  2. Shipment confirmation. Acceptance of your order and the formation of a contract of sale will only take place in this moment, when you receive an email from XTRENDI which confirms the purchase and shipping of the product(s) that you have ordered.
  3. You should receive it shortly after you get your shipment confirmation email.

You will receive an email in case your order has been cancelled or in case XTRENDI does not confirm acceptance of your order within ten working days, it is deemed to have been refused.

Do I need to create an account to buy from your online shop?
No, you do not need to create an account to place an order. Having an account can save you time during checkout for further purchases as your personal details are saved, but it is not necessary to place an order in our website.

RETURNS & REFUNDS

How much does it cost to return a product(s)?
In case you received the product, you ordered in good condition, but you still intend to return it, the only cost you have is the amount you have paid for delivery. There is no additional costs as long as you respect the requirements listed on 2.11 Returning orders after delivery from our Terms and Conditions. Please follow the instruction on how to return a product (2.12 Return guidelines).
How many days do I have to return my order?
You can return your products within fourteen (14) days without giving any reason. In case you have received more than one item from one order, the 14-days return period begins on the day you received the last one.
Can I exchange my product(s)?
Product exchanges are currently not possible, but you do have the option of returning your product(s) as long as you respect the requirements listed on 2.11 Returning orders after delivery from our Terms and Conditions. In order to get another product color or size, you will have to place a new order on our website.
How will I get my refund?
The reimbursement should not take more than 14 business days once we authorise the refund. This 14 business days for reimbursement are counted from the day we receive your order back at our warehouse. We will notify you via email once we receive your returned item(s).
Will I get a refund on my shipping costs if I return my product?
Sorry but you will not be refunded on shipping costs. But this is the only cost you have when returning a compliant product.
What are the conditions for returning my product(s)?
Please note that you may return the products without giving us any reason, as long as you:
• return the product within the period mentioned above (14 days after you received your parcel at the shipping address);
• the product(s) is(are) unwashed, not worn and not used in any way (you are allowed to try garments on for fit, except underwear or swimwear);
• the product(s) is(are) complete;
• the product(s) is(are) not damaged;
• the product(s) is(are) not tampered;
• the product(s) is(are) in its(their) original packaging.
Please, notice that we do not accept returns of underwear or swimwear which are not in their sealed original packaging. These items cannot be tried on for fit.
Please, read more about this on 2.11 Returning orders after delivery from our Terms and Conditions.
How do I return my product(s)?

To exercise the right of withdrawal, you must take the following steps:

  1. Send us an email to geral@xtrendi.com alerting us that you intend to send your parcel back to us;
  2. Send your parcel to:

Apartado 19

4741-909 Esposende

  1. After your return is received, we’ll refund the order value to the original payment method.

ACCOUNT & NEWSLETTER

How do I create an account?

Just a few steps to go:

  1. Click ‘Login’ on the top right corner of the site, and then choose ‘Create Account’ to start the process;
  2. Enter your login information: your username, your email, and a password that you need to create;
  3. Complete the process by clicking ‘Register’;
  4. You will receive an email to confirm.

Congratulations, you made your account at the XTRENDI online store.

How do I change my account settings?

To change your account settings, log in to your account or, if you are already logged in, please go to ‘My Account’ on the top right corner of the website.

To change your password, name, username or email address, go to ‘Account details’ from the list on the left side of the website. After you change your password, you will receive an email confirming that you created a new password for your account.

To change your address details, go to ‘Addresses’ under ‘Account information’.

How do I delete my account?

In case you intend to delete your account, please, send us an email. You will receive an email confirming your account cancellation.

How do I stop receiving newsletters or other marketing emails?
You can stop receiving newsletters by unsubscribing on marketing emails themselves.

Email. Click ‘Unsubscribe’ at the bottom of the newsletter or marketing email that you have received in your email. Confirm this action.

COMPANY INFORMATION

Company infomation

Brave Particle Unipessoal Lda

Barcelos, Portugal

NIPC: 514468203

E-mail: geral@xtrendi.com

1
×
Hello
Can we help you?
Como podemos ajudá-lo?