FAQ

The most frequently asked questions

HOW TO MAKE AN ORDER?


Choose the item you want, select the size, colour and click on "Add To Basket". You are redirected to the shopping cart page, if you want to add more items to the cart you must click continue shopping Later, when you are ready to order, indicate the data for the sending: address, valid email and contact number). When you are satisfied with your order, just complete your purchase. After confirming the payment, the order will be finalized and you receive at your email, the confirmation and all the necessary information of the status of your order. At this moment you only have to wait for the order to be delivered at address that you indicate.




HOW TO MAKE THE PAYMENT?


We accept Paypal and VISA. We also accepts bank wire transfer. Any doubts or questions please contact us here.




HOW MUCH DOES DELIVERY COST?


We would love to offer you the delivery cost, but we are a small company, familly based. Big brands can offer that, but they dont. We cant and we are honest about this. (future will bring lower transportation costs - much love towards this!) Prices for Portugal Continental: 5 euros. Above 80 euros, delivery costs are FREE. Prices for Europe: 15 euros. Above 200 euros, delivery costs are FREE (check your country and shopping cart. If its not there, please get in touch with us here )




HOW LONG DOES DELIVERY TAKE?


If you´re ordering in Portugal: 3/5 days If you´re ordering in Europe: _______________________________________________________________________________ Note: Delivery times are indicative and therefore are considered valid when there are no physical or structural barriers (for example: incorrect addresses). Waterlost is not responsible for delays in deliveries caused by unforeseen circumstances beyond our reasonable control, such as delays due to bad weather, natural disasters or strikes. If you haven´t received the order within the indicated deadlines, an investigation will be made to the services of the shipping company, which may take a few days. The customer should contact immediately the customer support service from Waterlost and during this period no refund can be made, as it will have to be verified and confirmed the loss of the order. *At Christmas Season, you must do all yours orders till the December 16th in order to secure the arrival of your products before the Christmas day.




CAN I EXCHANGE MY PRODUCTS?


Yes you can. If you have made an online purchase, you have 14 days counted from the invoice date and you can make exchanges in two ways: 1 - contact us here and expose your case. We will provide you a return form and then you can send the articles, identified with your name and the order number to: WATERLOST Shop, Avenida Monsenhor Bastos, Terreiro dos Calafates, 2520-000 Peniche / PORTUGAL. After receiving the articles, your process will be treated. The estimated resolution time may take up to 10 week working days. If you choose to be refunded, the order amount will be reimbursed, the same way that you made the payment. Note: In online exchanges, the shipping costs are your full responsibility and you must pack the articles to be exchanged in a condition similar to the one that was delivered to you. So, you must fill out the form available, pack and send the article(s) filling in all fields correctly. Be aware that the article has to be in perfect conditions, New and Not weared. If that doesnt happend, no Refund will be made. The return shipping costs are supported by the client. (we will offer you stickers later) 2 - you can change your article in our Store in Peniche accompanied by the invoice and the article in its original state and you can request the exchange. Note: In physical store no refunds are made, you can only change the size or other articles. Be aware that the article has to be in perfect conditions, New and Not weared. If that doesnt happend, no exchange will be made.




IS IT SAFE TO BUY WITH WATERLOST?


We know that big companies work a lot to fill customers needs. They have departments, staff and big teams. Structures and growing strategies. But we dont. Waterlost is a Small company, familly based but hard working. We dont sell data bases, We keep our secrets to ourselfs. Yes it is totally safe. We will try your best humbly to capture your trust. May this be the first step: honesty.




DUDE...THIS IS TOO COMPLICATED.


No worries. Contact us and explain your doubts and your fears. We dont dont promise we will cry together, but at least we´re going to try to help you out <3 Pop us a email HERE





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