What is the delivery time of my order?
When we receive an order, we make everything possible to dispatch it as soon as possible.
Most of the times, orders for which the payment is confirmed until 13H (GMT) are dispatched in the next day.
However, during holiday seasons or when there are stock breaks, it’s possible that your order will take about 72H to be dispatched.
If this period is exceeded we’ll get in contact with you.
Delivery time varies according to the country, per the following conditions:
- Mainland Portugal: between 1 to 3 working days after dispatch;
- Portugal - Madeira Island: between 6 to 15 working days after dispatch;
- Portugal – Azores archipelago, between 6 to 15 working days after dispatch;
- Countries in Europe: between 1 to 3 working days after dispatch;
- Other countries: between 3 to 7 working days after dispatch.
Where can i receive my order?
You can receive your order at an address of your preference (home, workplace, home of a family member, etc), anywhere in the world.
Each time more often our clients select their workplace as preferential address to receive their orders. It’s the best way to ensure that will always be someone present to receive your Nova Expressão.
The shipping address may be different from the billing address
Yes, you can set this information during the checkout.
Remember that the shipping costs will depend on the country of destination and not the billing country.
How can i track my order status
Once the order is shipped, you will receive an e-mail with a reference, so you can monitor the status of the shipment on the website of the carrier.
Can I change my shipping address after the dispatch of the order?
After the shipment of the order it is not possible to change the delivery address.
I was not at the delivery address on the delivery date, what should I do?
In case the carrier cannot deliver your order due to the absence of the recipient we will get in touch with you to reschedule a new delivery.
If, even then, there is still no one at the delivery address on the agreed date, you should get in touch with us via email %customersupportemail% in order to arrange a new delivery in a place of your choice (in the same country).
Most of our clients use their workplace address to receive their orders. It’s a good way to guarantee that is always someone available to receive your Nova Expressão.
My order has still not arrived. What should I do?
To ensure the delivery of your order, someone should be present at the delivery address between 9:00 and 18:00 to receive the order.
If you have not received it within the given deadlines (working days) you should get in touch with us via email %customersupportemail% in order to arrange a new delivery at an address of your choice.
What are the shipping costs?
The shipping cost is free to Portugal.
For the UK and Germany, shipping is free from the minimum shopping value of 200,00€.
The shipping costs depend on the destination address. The amount of shipping costs is calculated in the shopping cart according to the country of delivery.
Will I have to pay customs duties and import taxes?
Due to the different custom policies and import taxes, Nova Expressão has no control over any costs which may be applied at the time of the arrival of a shipment to the country of destination, it is not possible to predict the exact value of these taxes.
If you have any questions, you should contact the local customs before making your order to obtain information about customs costs and their applicability.
What is the deadline to make an exchange or a return at the online store?
Exchanges or returns must be made within 30 days from the date of confirmation of dispatch.
What are the conditions for the return of an item?
Nova Expressão has the right to refuse returns which are communicated or sent outside the deadline limit, or products that are not in the same conditions in which they were sent.
All items for exchange or refund shall be submitted in the original packaging, under the same conditions in which they were sent together with a copy of the invoice.
Requirements to be fulfilled in case of an exchange or return:
- The products may not have been washed or used.
- The products must be complete (return of the pair, along with accessories if applicable)
How should I proceed to make an exchange or return?
To make an online exchange or return of an order, you must send us an email with the order number and return or exchange note.
In both cases, after receiving our feedback you must send the pair to our address: %customeraddress%.
In the case of exchange and after receiving your pair, we will send you a new pair and Nova Expressão will assume the cost of the new shipment.
When will I get a refund?
You will receive the amount within an estimated period of 10 working days (depending on the bank) after we have received your order in our warehouse.
What are the return and exchange costs?
The return and exchange costs are customer responsibility.
The resending cost in case of change varies according to the address:
- Continental Portugal and Islands - Free *
- The United Kingdom, Spain, France and Germany – Free
- Other countries - The resending cost is customer responsibility.
- For more information please contact our customer service at %customersupportemail%
* This collection is only free for the first Schedule. If it is verified that it was not done successfully by absence at the address, the following collections will be charged to the client (cost of € 4.00).