Common questions
HOLIDAY NOTICE
We inform you that we will be on vacation during the period January 21st to February 4th .
During this period:
- We will continue to accept orders as normal.
- All orders placed between the dates mentioned will be shipped from February 5th .
We appreciate your understanding and wish you all a great start to the year!
Yours sincerely,
We do not respond to emails from customers asking:
1. "When will my order arrive?" We will only respond if your order is more than 25 continuous days old.
2. "I want to know the delivery time?" Check below or in the publication of your product.
3. "Are these official jerseys?" Official products are sold in official stores.
4. "Is it possible to cancel my order without having received it yet?" Wait until you receive the product. Check our return policy and follow the steps indicated to request a refund.
5. "Why does the tracking only say "On the Way"?" Some tracking codes do not provide detailed updates while the order is in international transit. Carriers such as CTT, Colissimo, AnPost or Royal Mail usually only update the tracking information once the package has passed through customs control in the destination country. This is usually 2 or 3 days before delivery.
Shipping
1. How long will it take for my order to arrive?
The standard delivery time is approximately two weeks , which may be extended up to 25 business days. See details in our shipping policy .
2. What is your delivery estimate?
It is difficult to predict the exact day of delivery, as there are many factors that can delay orders, such as weekends, preparation time, delays by the shipping company or at customs, among others.
However, we can provide a rough estimate by country:
Order preparation time : 3 to 5 days (same time for any country).
Shipping time: *
- Portugal and Spain: 7 to 12 days
- ES-PT Islands: 17 to 25 days
- UK, France and Italy: 8 to 12 days
- Ireland, Sweden and Norway: 8 to 14 days
- Germany, Switzerland and Belgium: 5 to 10 days
- Netherlands: 5 to 7 days
- Rest of Europe: 8 to 14 days
* Delivery times may be longer in extreme cases (holiday periods, Christmas, etc.).
3. How much does shipping cost?
Registered Shipping Price
The shipping price is:
- Mainland Portugal and Islands (orders <20€): 3,50 €
- Mainland Portugal and Islands (orders >20€): 5,40 €
- Eurozone: € 6.95
- Rest of the world: 16,95€
WE DO NOT ACCEPT COLLECTION SHIPPING OR UNREGISTERED SHIPPING.
Free shipping
TEMPOXTRA offers free shipping on orders over 70€ for Portugal and Islands and 90€ for the rest of the countries.
4. When will I receive the tracking code for my order?
The tracking code is sent up to 5 days after shipping. In specific cases, when the equipment passes through our warehouse first, the code will be sent at the time of final shipping.
5. Where can I track the status of my order?
You can track the status of your order at 17track or on the website of the shipping company used.
6. Do you ship without registration or cash on delivery?
We do not ship without registration, cash on delivery or cash on delivery.
7. Can I change my address?
Once we have shipped the ordered item it is impossible to change the address. It is only possible in the first two days after the order is placed, provided that it has not yet been shipped.
8. How long does it take to ship items from the "Items shipped immediately 1-3 days" collection?
Items in this collection ship within 1-3 days. Check out the products at Items shipped immediately 1-3 days .
Returns and Refunds
1. Is it possible to return my order?
Of course! Although we are sad that we did not meet your expectations! We will refund the full amount of the order if it meets the following conditions:
Return the item in perfect condition (immaculate!) in its packaging and accompanied by the purchase confirmation email
- Return the item within 14 days after having received it
- Accompany the product with the written reason why you wish to return it
We only consider as justification reasons for returning the order those that meet any of the following points:
- Defect confirmed in the product upon receipt of the order
- The product does not match what you purchased on the website
- The size you chose is not your size.
Notice : We do not exchange or refund the following:
- Custom shirts
- Mystery sweater
- Tracksuits
2. Can I request a refund if my order has not yet completed 25 working days since payment confirmation?
We do not issue refunds for orders that are delayed less than 25 business days from the date of payment confirmation. After this period, please contact our customer service to request a refund.
3. Is the shipping fee refundable?
No, the shipping fee for returns and exchanges is non-refundable.
4. What are the exchange and return policies?
We do not accept exchanges or returns on personalized, unlabeled, damaged or incomplete items. Details are available in our returns policy .
If the product has any defect, you must send us photographs to justify it.
5. Can I cancel my order after payment confirmation?
It is not possible to cancel an order after payment and shipping. Please see our cancellation policy .
Personalization
1. Can I choose a Patch for my product?
Yes, you can choose a Patch. For more than one, add to the Patches collection.
2. What happens if I don't select the YES option in customization?
If you do not select YES, the shirt will be delivered without personalization.
3. What happens if I select the With Patch option and do not specify which patch I want to stick on the shirt?
If you do not specify, the jersey will be delivered without a patch.
4. Can I change the size or customization after the order is shipped?
You have up to 15 hours after shipping to change size or personalization. After this period, modifications cannot be made and there is no right to compensation. Please see our personalization change policy .
Additional Information
- The products we offer in our store are high quality exact replicas and come with official labels, guaranteeing authenticity and excellent finish. These may undergo some slight variations, and may vary in their shape, color and texture.
Contact
For other questions, please contact our customer service via email: info@tempoxtra.com
