Exchanges and returns

Policy and conditions

Customers have the right to return or exchange from the purchase within 14 days from the date of receipt of the goods, by returning the product(s) in their original condition. The acceptance of an exchange will depend on the available stock. 

Only products that are in perfect condition, have not been used neither washed, packed in their original condition, with the respective product label, may be exchanged/returned. 

Coração Bobo is not responsible for product misuse or incorrect washing. It is mandatory to follow the washing instructions provided on the product label and on the corresponding product page. Returns or exchanges will not be accepted for items damaged due to improper care.

Shipping Costs

The costs associated with shipping the returned or exchanged product, as well as the reshipment of the new product, are entirely the customer’s responsibility. In the first exchange, for national shipments (Portugal) and for items purchased without promotion or not using a discount code, the costs of resending the product to the customer are offered by Coração Bobo.

For returns, shipping costs are not refunded to the customer and, if offered at the time of purchase (Postal Service - Registered Mail), will be charged to the full amount to be refunded according to the values below:

Country	Shipping Fee
Portugal	€6.00
Europe	€9.00
Rest of the World	€12.00

Non-Refundable Transaction Fees

In the case of a return, the transaction fees charged by third-party payment providers are non-refundable and will be deducted from the refunded amount according to the table below:

* An additional 2% exchange fee applies to payments made in currencies other than Euro.

These fees represent real costs applied by external payment processors and are beyond the control of Coração Bobo Shop. The amount of these non-refundable fees may vary depending on the payment method used and the transaction currency.

No transaction fees will be charged in the event of a return due to product defect, order error, or any situation where Coração Bobo Shop is at fault.

How to make an exchange

1st - Fill in the online form

Go to our website footer and click on the "Help" tab. Then select the "Contact us" theme and send a message with the following information:

• order reference;
• full name and shipping address;
• model and size of the new(s) product(s). 

You will receive an email confirming your exchange depending on stock verification. If the desired product is available, it will be reserved for 3 working days from the day of the email with the confirmation.

2nd - Submit your return

When sending your exchange you can use the original packaging where you received the order, accompanied by the purchase invoice. Send the article to our address as soon as possible. In order to safeguard the process, we recommend:

• It's done by registered mail or any other secure shipping method with an associated tracking number;
• Email us the tracking number once the shipment is sent;
• Keep the proof of postage, as we are not responsible for lost return shipments;
• For international orders, mark the package as “returned goods” and declare the product value as stated on your invoice. Be aware that any customs fees due to incorrect declarations may be deducted from your refund.

Note that the product must be received at our address within the defined exchange period (14 working days). After the deadline, the request will be cancelled. 

3rd – Shiipping new product

Once we receive the package and confirm that it meets our return conditions, we will sent the new article to the address mentioned and notify you by e-mail. If there is any difference in value between the returned items and the new ones, or if there are re-shipping costs, the respective payment must be made by bank deposit.

How to make a return

1st - Fill in the online form

Go to our website footer and click on the "Help" tab. Then select the "Contact us" theme and send a message with the following information:

• order reference;
• full name;
• reasons why you want to return the product. 

You will receive an e-mail confirming your return.

2nd - Submit your return

When sending your return you can use the original packaging where you received the order, accompanied by the purchase invoice. Send the product to our address as soon as possible. In order to safeguard the process, we recommend that:

• It's done by registered mail or any other secure shipping method with an associated tracking number;
• Email us the tracking number once the shipment is sent;
• Keep the proof of postage, as we are not responsible for lost return shipments;
• For international orders, mark the package as “returned goods” and declare the product value as stated on your invoice. Be aware that any customs fees due to incorrect declarations may be deducted from your refund.

Note that the product must be received at our address within the defined return period (14 working days). After the deadline, the request will be cancelled. 

3rd – Confirmation of return

Once we receive the package and confirm that it meets our return conditions, we will process your refund and notify you by e-mail within 30 days.