FREQUENTLY ASKED QUESTIONS
Returns, incidents and refunds
Can I return an item?
If you wish to return an article, or if you have decided not to keep it, please return the items to us within 14 calendar days, in their original packaging with the label. If appropriate, we will refund the cost price. All goods must be returned in new and unused condition, together with a copy of your original delivery note. Returns are at your own expense. We do not offer free returns.
My order has arrived damaged. What can I do?
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right. Be sure to include photos of both the package and the products, along with a description of the damage.
Please note that orders shipped on pallets must be returned with the original pallet.
We do not accept returns based on slight differences in color, material or design. We only work with handmade products made from natural materials, and slight imperfections or differences are considered part of the appeal of our collection.
You can contact us through info@alaire.pt
What should I do if I received the wrong product?
If you receive an incorrect item by mistake, please contact our customer service info@alaire.pt, so we can find the right solution.
Where is my refund?
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at info@alaire.pt
Orders and delivery
When will my order be delivered?
Ordered products will be delivered as quickly as possible in accordance with the requested shipping method.
Orders are not shipped or delivered on weekends or holidays. If we experience a high volume of orders, shipments may be delayed by a few days. Please allow additional days in transit for delivery.
- The estimated shipping time for delivery varies on the location & size of your items.
- You can find all delivery lead times in our shipping policy.
How can I track my order?
Once your order has been shipped, you will receive a tracking number via email. You can use this number to track your order on our website or through the carrier’s tracking page.
Why didn't I receive all the packages from my order at the same time?
If you haven't received your complete order, don't worry - it will arrive in the next few days. Sometimes the shipping company divides the order into separate deliveries for logistical reasons. If you still have not received the rest of your order 5 business days after the arrival of the first part, please contact us.
Can I cancel my order?
There is a limited window where we may be able to cancel your order prior to dispatch. If the order has already been shipped, we will not be able to cancel it.
If you would like to cancel your order, please contact us right away.
Shipping
What are your shipping options?
We use third party shipping companies such as Transnautica Global Logistics, MRW and Santos e VAle, although Alaire reserves the right to use others depending on their availability and suitability for the order. Alaire is not responsible for any delays once the piece has left our premises.
- STANDARD SHIPPING:
We offer standard shipping. Delivery times vary based on your location and the selected shipping method. Shipping costs are based on the value and volume of the products in your cart. - IN STORE COLLECTIONS:
You may pick up your product from our showroom or warehouse in Sintra, however customers are responsible for securing orders for safe delivery to its destination, and Alaire will not accept any responsibility for damage in transit after it has left our premises. Pick-up from our Alaire store is welcome and free, this option is available at checkout.
You'll be able to choose your preferred shipping option at checkout.
Is there an option for express delivery?
At this time, we do not offer express delivery. All orders of in stock products are delivered afteer 2 to 4 business days.
Payment and billing
What payment methods do you accept?
We accept the following credit cards: MasterCard, Visa and Maestro. We also offer payment via PayPal and other secure online payment gateways such as Apple Pay and Google Pay are not availble at the moment.
Are my card details secure?
At Bazar Bizar we understand that your online security is of paramount importance. We are committed to providing a secure online shopping environment that goes above and beyond industry security standards and guidelines through our payments service provider.
For more information, please see our privacy and security policy.
My payment was declined, why have I still been charged?
When you place an order, we carry out a standard pre-authorisation check on your payment card.
If your payment was unsuccessful, a temporary hold on your funds may still be put in place.
Please note that you have not been charged, and this reserve will usually be released within three to 10 working days dependant on your bank.
For more information, please speak to your bank directly as they will be able to advise you on their specific policy.