Online Guide

One of the options for making purchases at Ferrache is by registering on our website.
If you register, remember that you also have the option to purchase as a guest. All data that facilitates us will be stored securely in our systems, so you don't have to re-enter them, making your future purchases faster.

Steps to follow in order to register as a customer:

• Click on Register at the top of the main page
• Fill in the required fields on the form. Confirm the user account.
  
• From this moment you will be registered as a customer.

You can access your data, change it and cancel it in the "My account" section, which appears at the top of the main page.

Shopping at Ferrache.com is very simple. Just complete the following steps:

Sign up on our website or login. 

• Click on the item that interests you to access its different views, as well as its name, reference, description, price, colour, available sizes, composition and care. 
•  Select a size and colour and add the item to the basket. You can then choose between "Continue Shopping" or "Checkout”.
•  Please note that in order to proceed with your order it is mandatory to sign up.
• After entering your details, select "Confirm". 
• Select the payment: 
• Confirm your details and confirm the order. 
•  You will then receive an email confirming your order.
  

We remind you that the purchases made in Ferrache.com are totally safe, because we dedicate a great effort to implement the necessary resources to guarantee the security of your purchases and your personal data.

RETURNS

How do I return an item?

If you wish to return an item purchased through our website, we recommend that you do it quickly and simply. The pieces must be in perfect condition (not used, nor washed, with their interior labels and without arrangements) and you must present your respective purchase receipt. The first return at Ferrache.com is free of charge and the deadline for return is 15 days from the date of receipt. In order to make a return in the store you must take the piece you want to return and the purchase receipt or invoice. In the store, the person in charge will give you a credit note to be discounted within 6 months. We recommend that you keep this document. We emphasize that the return is only possible in the Barcelos, Viana and Guimarães stores.

To make a return from your home, you can make the return request through our website if you have any difficulties please contact customer support. After checking all the data, we will send a shipping company to collect your package. You can also deliver to a pickup point, you can use our plant in the same situation.

When will I receive the amount corresponding to the returned item?

After we approve the return and from your bank (the estimated time varies according to the bank), you will receive a confirmation email indicating that, within 10-15 days, you will receive in your account the corresponding amount. If this does not happen, please contact our Customer Service, mobile 930593220 or via email apoiocliente@ferrache.pt.

What should I do if the amount of my return is incorrect?

If the amount of your return is incorrect, you should contact our Customer Service department by calling 930593220 or emailing apoiocliente@ferrache.pt. We will solve the problem as soon as possible.

• RETURN WITH A GIFT CARD   Please be advised that if you have received an order with a priceless invoice, it is a gift. 
  Instead of an invoice, you have a gift card. You can make the return by going to one of our stores or requesting the collection from your home. In both cases you will receive a voucher for the value of the returned item.
• FROM YOUR HOME: If you want a home collection to make your return request it in the "Returns" section.

EXCHANGES

When can I exchange an item?

Purchased items cannot be exchanged, you can return and purchase another item.

DEFECTIVE PRODUCT

What can I do if the item I receive is defective?

If, exceptionally, you receive a defective item, contact our Customer Service by calling 930593220 or email apoiocliente@ferrache.pt. We will resolve the issue as soon as possible.

ATM

How do I return an order paid by ATM?

To return an order paid by ATM you just have to follow the same procedure as until now, through "My Account" in our online shop. After receiving your collection order, we send you a "Return Order Confirmation” email detailing the items and the corresponding amount.

When and how will I receive my return amount?

Once you have placed your return order and followed the steps of the information emails, we will refund the corresponding amount within a maximum of one week. The return will be made by bank transfer.

PAYMENTS

What form of payment can I use to make my purchase?

Ferrache offers the following payment methods:  

Is it safe to use my credit card on the website?

Yes, since the data provided to us will be processed in SSL encrypted form. For payment with credit and debit cards it is necessary to introduce CVV (Card Verification Value), a code printed on the card that is used as a security measure in e-commerce transactions. When the bank confirms the authenticity of the card, the debit will be made to the card account. Otherwise, the request will be cancelled.

What should I do if my card is declined?

Your card may be declined for the following reasons: 

- Your card may have expired. Check that your card is within its expiration date. 

- The card may have reached the limit amount allowed for making purchases. Check with your bank to see if your card's limit amount has not been exceeded. 

- The data entered are not correct. Make sure you have filled in all required fields correctly.

Can I get an invoice on behalf of my company?

Yes, you can obtain an invoice on behalf of your company by selecting the option Company when processing the order and provide the tax data we request.