FAQ
​WHAT IS WATERLOST?
Waterlost is an independent Portuguese clothing brand founded in Peniche in 2008.
Inspired by Peniche’s fishing heritage and Atlantic surf culture, we create original clothing and accessories for sailors, surfers and everyone who feels connected to the sea.
Our collections are designed in Peniche and reflect the stories, people and maritime identity of our hometown.
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WHERE IS WATERLOST BASED?
Our flagship store is located at:
Waterlost
Largo da Ribeira 39
2520-609 Peniche
Portugal
Our current opening hours are available on our Contact page and Google Business Profile.
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ARE WATERLOST PRODUCTS MADE IN PORTUGAL?
Waterlost is a Portuguese brand, and our clothing collections are designed in Peniche and produced in Portugal.
Specific materials, composition and manufacturing information are displayed on each product page or product label.
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IS IT SAFE TO ORDER FROM THE WATERLOST WEBSITE?
Yes.
Our website uses secure checkout technology to process orders and payments. Personal information is used only for purposes such as processing orders, delivering purchases, providing customer support and complying with legal obligations.
Marketing communications are only sent in accordance with the preferences selected by the customer. You may unsubscribe from marketing emails at any time.
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DO I NEED TO CREATE AN ACCOUNT?
No. You can complete an order as a guest.
Creating an account may make it easier to review your previous orders and manage your customer information, but it is not required.
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HOW DO I PLACE AN ORDER?
Choose the product you would like to purchase, select the available size, colour and quantity, and click Add to Cart.
When you are ready, proceed to checkout and enter your billing, delivery and contact information.
Please check that all information is correct before confirming your order, particularly your delivery address, postcode, email address and telephone number.
After payment has been successfully completed, you will receive an order confirmation by email.
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I DID NOT RECEIVE AN ORDER CONFIRMATION. WHAT SHOULD I DO?
Please check your spam or junk folder first.
Make sure that the email address entered during checkout was correct. If you still cannot find your confirmation, contact us at info@waterlost.com and include your full name and any available payment information.
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CAN I CHANGE OR CANCEL MY ORDER?
Contact us as soon as possible at info@waterlost.com.
We will try to change or cancel the order before it is prepared or dispatched. However, once an order has entered the shipping process, changes may no longer be possible.
Your statutory rights regarding online purchases remain unaffected.
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WHICH PAYMENT METHODS DO YOU ACCEPT?
The payment methods currently available will be displayed during checkout.
Availability may depend on the customer’s country, device or selected checkout method.
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WHAT CURRENCY DO YOU USE?
All prices on the Waterlost website are displayed in euros.
Applicable taxes are included unless otherwise stated. Shipping costs, where applicable, are calculated and displayed before the order is confirmed.
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IS MY PAYMENT INFORMATION STORED BY WATERLOST?
Payment information is processed through the secure payment services available at checkout.
Waterlost does not use your complete payment details for any purpose other than processing the transaction through the relevant payment provider.
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WHERE DO YOU DELIVER?
We deliver to the destinations available during checkout.
If your country or region is not available, contact us at info@waterlost.com before placing your order. We will confirm whether delivery is possible and provide the available options.
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HOW MUCH DOES SHIPPING COST?
Shipping costs are calculated during checkout according to the delivery destination, order value and available shipping service.
Any active free-shipping offer or minimum order threshold will also be displayed at checkout.
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HOW LONG DOES DELIVERY TAKE?
Estimated delivery times depend on the destination, shipping provider and time of year.
The available estimate will be displayed during checkout or included in your order information.
Delivery times are estimates and may be affected by circumstances outside our control, including adverse weather, strikes, customs procedures, transport disruption or an incorrect delivery address.
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WILL I RECEIVE TRACKING INFORMATION?
When tracking is available, the tracking information will be sent to the email address provided with the order.
Tracking information may take some time to become active after the order has been dispatched.
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WHAT HAPPENS IF I ENTERED THE WRONG ADDRESS?
Contact us immediately at info@waterlost.com.
If the order has not yet been dispatched, we will try to correct the address. If the parcel has already been sent, additional shipping or redelivery costs may apply.
Waterlost cannot guarantee delivery when the customer provides an incorrect or incomplete address.
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MY ORDER HAS NOT ARRIVED. WHAT SHOULD I DO?
Check the tracking information and confirm that the estimated delivery period has passed.
If the parcel is delayed or appears to be lost, contact us at info@waterlost.com with your name and order number. We will contact the shipping provider and investigate the delivery.
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CAN I RETURN AN ONLINE ORDER?
Yes.
For online purchases, customers generally have 14 days from the day the order is received to inform us that they wish to withdraw from the purchase, subject to applicable legal exceptions.
Contact us at info@waterlost.com before returning any product. Include your name, order number and the products you wish to return.
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WHERE SHOULD I SEND MY RETURN?
After contacting us, returns should be sent to:
Waterlost – Online Returns
Largo da Ribeira 39
2520-609 Peniche
Portugal
Please include your name and order number inside the parcel.
We recommend using a tracked shipping service and keeping proof of postage until the return has been completed.
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WHAT CONDITION MUST THE PRODUCT BE IN?
Returned products should be unworn, unwashed and undamaged, with the original labels and packaging whenever reasonably possible.
Customers may inspect a product in the same way they would normally inspect it in a physical store. A refund may be reduced if the product has been handled beyond what is necessary to assess its nature, characteristics and fit, and this causes a loss of value.
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WHO PAYS THE RETURN SHIPPING COST?
For a change-of-mind return, the customer is responsible for the direct cost of returning the product, unless Waterlost has agreed otherwise.
If the product is incorrect, damaged or defective, contact us before returning it. When the issue is confirmed, Waterlost will provide the appropriate solution and cover the reasonable return cost where legally required.
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CAN I EXCHANGE A PRODUCT FOR ANOTHER SIZE?
Contact us at info@waterlost.com before sending the product back.
Exchanges depend on product and size availability. If the requested product is unavailable, we may offer an alternative or process the return as a refund.
Return and new-delivery costs may apply to size or colour exchanges unless the original product was incorrect or defective.
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WHEN WILL I RECEIVE MY REFUND?
Once you notify us of your decision to return an eligible online purchase, the refund will be processed within the legally applicable period.
We may wait until the returned products have been received or until you provide evidence that they have been sent.
Refunds are normally issued through the original payment method. The time required for the funds to appear may depend on the bank or payment provider.
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ARE ORIGINAL DELIVERY COSTS REFUNDED?
When the legal right of withdrawal applies, the refund includes the price of the returned products and the cost of the least expensive standard delivery method offered for the original order.
Additional costs resulting from a premium or faster delivery method selected by the customer are not normally refundable.
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CAN I RETURN SOMETHING PURCHASED IN THE PHYSICAL STORE?
The 14-day change-of-mind right applies to eligible distance purchases and does not automatically apply to purchases made inside a physical store.
Waterlost may allow exchanges for physical-store purchases according to the store’s exchange policy, provided that proof of purchase is presented and the product is in its original condition.
This does not affect the customer’s statutory rights if a product is defective or does not conform to what was sold.
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THE COLOUR LOOKS DIFFERENT FROM THE WEBSITE. IS THAT NORMAL?
We make every reasonable effort to display product colours accurately.
However, colour appearance may vary slightly depending on the screen, brightness settings, lighting and individual device configuration.
This does not affect your legal rights regarding eligible online returns or products that are materially different from their description.
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HOW DO I CHOOSE THE CORRECT SIZE?
Check the available size information on the product page.
Because fits may vary between products, contact us at info@waterlost.com if you need help choosing a size. Tell us which product you are considering and, where useful, your usual size.
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HOW SHOULD I CARE FOR MY WATERLOST PRODUCT?
Always follow the care instructions printed on the product label.
Washing at lower temperatures, using gentle cycles and avoiding unnecessary tumble drying can help preserve the fabric, print, colour and shape of the product.
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WHAT SHOULD I DO IF MY PRODUCT IS DAMAGED, DEFECTIVE OR INCORRECT?
Contact us as soon as possible at info@waterlost.com.
Include your order number, a description of the issue and clear photographs of the product and packaging.
Do not send the product back before receiving our instructions. Your statutory rights regarding defective or non-conforming goods remain unaffected.
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CONTACT
HOW CAN I CONTACT WATERLOST?
For online orders, products, returns or general customer support:
Email: info@waterlost.com
Phone: +351 910 528 504
We will reply as soon as possible during normal working periods.
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CAN I VISIT THE WATERLOST STORE?
Yes.
Our flagship store is located at:
Waterlost
Largo da Ribeira 39
2520-609 Peniche
Portugal
Please check the current opening hours before visiting, particularly outside the summer season.