FREQUENTLY ASKED QUESTIONS
On this page, you can take a look at our frequently asked questions.
If you still can't find the answer to your question, please contact us.
We will gladly clear your doubts and find the best solution.
"What shipping methods are used?"
We ship all our parcels with UPS on international shippings and CTT on national shippings, since they are the best and most reliable options for us. You will be informed about what company we used to ship your order once the confirmation email is sent to you.
"What payment methods are used?"
We accept Paypal, Credit Card and Multibanco at the moment. To avoid multiple authorizations, make sure you click only once at the "Place Order" button.
If an error message appeared after you click “Place Order,” then there may be an issue with the billing and/or shipping information entered. Double-check that the billing information you entered during checkout is an exact match to the information your credit card provider has on file. This information includes the cardholder’s name as it appears on the card, billing address, credit card number, expiration date, and CSV code.
For questions regarding payment via PayPal, please login to your PayPal account and contact customer care.
We’re happy to give you some one-on-one assistance, too. Send us a note to shop@joelreigota.com. Please be sure to include your order number.
"When will my order be shipped?"
We ship orders within 1-3 business days from the date of your order confirmation. However, some delays can occur due to events out of our control. Don't worry, we would keep you updated. Please allow an additional five to ten business days for processing international orders.
"How do I track my order?"
All orders shipped by UPS or CTT have a tracking number associated. We will send you the tracking number for your order once you receive the shipping confirmation email. After that, you can use the given tracking number to follow your order on UPS Website or CTT Website.
"How do I cancel or change my order?"
Unfortunately, we are not able to make any changes to an order or cancel it once it has been placed. We are happy to assist you with returning an order once you receive it (unless it's a sale purchase - we do not accept returns on promotional/sale prices).
"What is your return and exchange policy?"
All orders must be returned within 15 days of purchase for a full refund. Returned items must be in the exact same condition as they were received: unworn, with original tags and boxes/dustbags/any other component that came in the box.
At this time, we do not accept exchanges.
Note that all the shipping fees from the return/refund process are out of our responsibility.
Items bought with any kind of sale or promotion at the time of purchase are not eligible for return.
Refunds will be processed in the same payment method.
"Do you offer price adjustments?"
No, we do not offer price adjustments at this time.
"I received a damaged item. What I must do?"
We make sure all our items are shipped in perfect condition. However, we're sorry to hear your order arrived in less than perfect condition. In the unlikely event that you have received an item that is damaged, please notify us immediately. We will work with you to arrange a return, replacement or refund.
Damaged items must be reported within 5 days of receipt. All damages should be reported to shop@joelreigota.com, be sure to include your order number and name used at checkout. We will contact you with the next steps.
SOME MORE INFORMATION YOU MIGHT WANT TO KNOW ABOUT:
INTERNATIONAL SHIPPING
We ship our orders with UPS or CTT. Duties and Taxes may apply depending on your country's laws and customs clearance. Note that all the possible duties and taxes are out of our responsibility.
ORDER PROCESSING
All orders are fulfilled by our Atelier, located in Portugal within 1-3 business days from the date of your order confirmation. Depending on your location, it could take from 1 to 4 weeks for your order to get to you and if any unexpected event occurs, you'll be the first to know.
PRODUCT CARE
- LEATHER
Our leather products are made of natural leather. Slight differences in color and texture are characteristics of the leather and we love it as it is. Special care is advised for treated colors as contact with lacquer, perfume, and anything containing alcohol and derivatives which can cause damage. We recommend treating your leather goods in a leather specialist house. Whatever you do, resist the urge to use a hairdryer on it, as it will dry out the leather and cause damage. Try to avoid resting light-colored leather items against dark wash denim, as the color can transfer to the items. When carrying makeup, always keep it in a pouch inside your leather bag, and make sure all pens are capped. By following these simple tips, your leather items will retain its beauty for years to come.
- CROCHET
Our crochet items are handmade and deserve careful handling due to its delicate nature. Avoid sharp objects inside/outside the crochet items to prevent any tearing/cutting.
WARRANTY
Joel Reigota Atelier stands behind its merchandise with a one-year warranty on products purchased from this online shop. That said, we are more than happy to handle complimentary repairs for issues resulting from company-acknowledged/approved manufacturing defects within this one-year period. Please note that our repair warranty does not cover general wear and tear, handbag restoration, or defects that happen on items bought more than one year ago.
