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.

In payment:
It means that we wait for the payment to be confirmed in our system. Once received, the order goes to the "received" status.

In separation:

It means that the order is being prepared/sorted. As soon as the warehouse finishes preparing it, it goes into the "separated" state.

In transit:

Your order has been delivered to the carrier. You will receive it the next business day. It may be that you have received it and the status is not yet up to date.

Delivered:

It means that the order has already been delivered to you. It may happen that in your customer area it still does not appear in the status "delivered", but if you access the "return/exchange" options, the system places the order with the status "delivered".

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.

Shipping and Delivery

Where can I receive my order?

You can receive your order at the address you provide, at a Pick up point or at FERRACHE stores. However, it is not possible to deliver your order to PO Boxes, transport agencies or hotels.

What is the price and delivery time for my order?

Delivery times depend on the type of shipment selected
· Pick up at the store: 3 to 5 days Free
· Pick up at a Chornopost pick up point: 3 to 5 days - 4.50€
· Normal: 3 to 5 business days - €4.50
· CTT home express : 1 business day - 5.00€
· Shipping to Azores and Madeira: 6 to 12 business days - 8.00 €

All prices may change depending on the weight of the order.

Please be advised that on the following local holidays, our warehouse will be closed, so these days will not be considered "working days" for the purposes of delivery time for orders:

New Year 01/01
Carnival 02/16

Good Friday 2/04

Easter 04/04

Easter Monday 04/05/

Labor Day 05/01

Municipal holiday 05/03

Body of God 6/03

Camões Day 06/10

Day of the implantation of the republic 10/05

All Saints' Day 11/01

Independence Restoration Day 12/01

Day of the Immaculate Conception 12/08

Christmas 12/25

How can I prove that I made my purchase correctly?

Once you have placed your order and made payment, you will receive a confirmation email from us. In case you do not receive the email, we recommend that you check that it has not been sent to your mailbox in the Spam section. If you have finally not received confirmation of your order, we recommend that you contact our customer support department via the mobile phone 930593220 or via the email address apoiocliente@ferrache.pt .

Tracking and delivery

You can find out the status of your order at any time by accessing "My orders" from your account. For any query about delivery, please do not hesitate to contact our Customer Service department, via mobile phone 930593220 or through the email address apoiocliente@ferrache.pt .
If you choose store delivery, we will notify you of the arrival of your order via SMS or email, and you will have 10 days to collect it. For this, you must present the corresponding order number and the ID/Citizen Card (which can be the buyer's or another person of your choice). If you have chosen home delivery, when your order leaves our warehouse, you will receive a shipping confirmation email with a tracking number and a link to the shipping company's website

When there are doubts about the quality of the final consumer of the "Buyer" or when orders do not respect the general conditions of sale presented here, reserves the right not to process orders registered on www.ferrache.com.

The user must provide true and complete contact information and accept that the brand can use them if necessary.

If the above-mentioned verity is not verified, Ferrache reserves the right not to accept or cancel the order, even after receiving the confirmation email.

Ferrache may not process orders in the case of:

• The user has not paid part of the order.
• Orders that are flagged by security systems as incorrect or an order susceptible to fraud.
  
• The product is no longer available (out of stock). In these cases, payments will be refunded or exchange for another product will be made available to the customer.
• The billing information indicated is not correct or true.
  
• Payment has not been made within 2 days of acceptance of the order;
• If the price indicated on the Online Store is wrong.
  
• If it is not possible to deliver the order to the respective address.
• There are signs of misuse/abusive use in the Online Store or with ordering, exchange and delivery processes, in a unique way by the customer.
  
• In all situations, you will receive an email with the reasons why the sales contract was not carried out.

By confirming the order, you are accepting the general conditions of sale, as well as other conditions existing on www.ferrache.com

Ferrache retains ownership of the company's products until it has received full payment for all such products.