FAQ

Customer satisfaction is our highest priority. We make every effort to ensure that you receive quality products with quality service. If you don't find an answer to any of your questions, please contact us .

General Questions ?

• Returns policy?
  
• Can you mail me a catalog?
  
• How do I make a complaint?
  

Money Questions?

• Can I see your prices in other currencies other than Euro?
  
• What are your shipping charges?
  
• Why are your prices much lower than in some other non European countries ?
  
• Will I have to pay customs duties ?
  
• When do you charge my credit card?
  
• How can I pay a product that is not in the web site?
  
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Shipping Questions?

• What are your shipping charges?
  
• How do you ship your merchandise ?
  
• Is the order delivered directly to my address or in the local post office mail?
  
• How do I know that the order has been shipped ?
  
• How long do you take to deliver ?
  
• Can I track and trace my shipment ?
  
• What if my shipment is damaged ?
  

Security Questions?

• Is my credit card data safe with you ?
  
• Do you sell your customer list or use it for bulk email ?
  
• What is SSL ?
  
• I prefer not to use my credit card on the Internet. How do I order ?
  
• Do you have a privacy policy ?
  

General Questions ?

• Returns policy?
  If for any reason you are not satisfied with your purchase, you can return during deliver act or until 15 days, counting from reception day. All products must be returned to us unused, in good condition and in the original packaging.
  
  We'll full refund you except for shipping charges. We will only refund shipping charges if we've sent the wrong item, or if the item sent is defective.
  
  
• Can you mail me a catalog?
  No, sorry.We don't mail out paper catalogs. We are constantly adding new products to our site so a catalog would never be up to date. loja.inexistencia.com is both our shop and our catalog. We've worked very hard to make it pleasant and convenient for you.
  
  
• How do I make a complaint?
  Complaints should be made by email.
  Don't forget to state the order number, which products we want to return and why. Please tell us if you want another product or a money refund.
  
  

Money Questions?

• Can I see your prices in other currencies other than Euro?
  Yes, you can choose to display prices in euros,dollars, brazilian reais or pounds.
  However you will always be charged in euros by your bank or credit card company (Visa, MasterCard ...).
  The exchange rate is refreshed once a day. The exact amount in your local currency depends on the time your payment is charged.
  
  
• What are your shipping charges?
  Shipping charges are automatically calculated on our site. After you add a product to the shopping bag, simple choose the delivery country and shipping cost is calculated. Shipping on orders over 65 Euro, to Portugal is free.
  
  
• Why are your prices much lower than in some other non European countries ?
  Our prices are much lower because most of the items we sell are produced by European companies. Besides that, Portuguese tax is very high (20%), tax that you don't have to pay.
  
  
• Will I have to pay customs duties ?
  In most cases you won't have to pay any customs duties. Most countries have a certain minimum value on which you don't pay duties. If you have any doubt about your specific country please contact your local customs office.
  
  
• When do you charge my credit card?
  Unicre (www.unicre.pt) is the payment provider that handles all communications between your credit card and our website. When you pay by credit card, Unicre will ask for an authorization with your bank. Once the payment is approved will receive a confirmation and we'll start processing the order.
  
  For enhanced security procedures, authorization for payment on your credit card is valid for only seven days.
  The Politics of Inexistênica is only to charge the your credit card when the order is fully processed. The exception is the case of orders to be dispatched after 7 days of purchase.
  
  
• How can I pay a product that is not in the web site?
  You can order us products that are not on the web site. In this case the completion of the order is carried out manually by one of our operators and it will be send by email all the information to make the payment.
  
  
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Shipping Questions?

• What are your shipping charges?
  Shipping charges are automatically calculated on our site. After you add a product to the shopping bag, simple choose the delivery country and shipping cost is calculated. Shipping on orders over 65 Euro, to Portugal is free.
  
  
• How do you ship your merchandise ?
  Our orders are shipped by CTT Expresso - Portugal Post Mail. In the destination country they will be delivered by a local operator. Oversized items may be sent by other carriers.
  
  
• Is the order delivered directly to my address or in the local post office mail?
  Orders are usually delivered at the address you specified during checkout. However, if the delivery is not successfully, it may be forwarded to the local postal station.
  
  
• How do I know that the order has been shipped ?
  Once the order has been shipped you will by sent an email with shipping track number and all information to track the parcel.
  
  
• How long do you take to deliver ?
  Our aim is to ensure a fast and effective dispatch of all goods to our customers worldwide. If the articles are in stock at our warehouse you will be shown as "In Stock", otherwise an estimation for dispatch is shown.
  Your order is dispatched when all items are available. If your order is likely to take any longer, we will contact you.
  Once your order has been shipped it usually takes:
  Portugal: 1 working day
  Countries within the European Community: until 3 working days
  Countries outside the European Community: until 15 working days
  Of course we can send an email and we will do our best to keep you updated on the status of your shipment.
  
  
• Can I track and trace my shipment ?
  Yes, it's possible. Once the order has been shipped you will by sent an email with shipping track number and all information to track the parcel.
  
  
• What if my shipment is damaged ?
  We do our best to protect the items we ship. If a package is clearly damaged when delivered, please open the package in the presence of the transporter. If any article is damaged, notify the transportation company immediately.
  Contact us as soon as possible and send us photos of the package and the damage products.
  
  

Security Questions?

• Is my credit card data safe with you ?
  No, they are 100% safe. All credit card data transmission uses SSL technology. This is the most advanced security technology currently available and it provides that the credit card and personal information are never sent over the Internet without being properly encrypted.
  However, other payment methods are available.
  
  
• Do you sell your customer list or use it for bulk email ?
  Our customer list is probably our most valuable business resource. We have never shared it and we do not intend to do so.
  
  
• What is SSL ?
  We use 128-bit Secure Sockets Layer (SSL) encryption — the industry's safest technology— to protect all your personal information. SSL secures transactions by encrypting your name, address, credit card number and other information so that nobody can read it as it travels over the Internet.
  
  
• I prefer not to use my credit card on the Internet. How do I order ?
  There is no problem.
  We offer other payment methods:
  Portugal: ATM, on delivery, bank transfer, paypal International orders: paypal
  
  
• Do you have a privacy policy ?
  We collect only the information needed to process your orders. We also keep email addresses of those who communicate with us via email. We will not sell or reveal to any third party your email address or any other information.
  Please review our privacy police.