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.
Are there any items that cannot be returned?
Yes. Personalised products that have been made or tailored specifically to a client’s requirements cannot be accepted for return.
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 and 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 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 at loja@alaire.pt
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 at loja@alaire.pt or call us at 214 846 092 or 932 039 793.
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.
What about customs, duties & taxes?
Alaire Living is not responsible for any customs and taxes applied to your order. All fees imposed during or after shipping are the responsibility of the customer (tariffs, taxes, etc.).
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, MB WAY and other secure online payment gateways such as Apple Pay and Google Pay.
Are my card details secure?
At Alaire Living 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.
Customer Support
How can I contact Alaire Living’s customer support?
You can reach us via our online contact form, by email at apoiocliente@alaire.pt, or by phone 214 846 092 or 932 039 793. We are available Monday to Friday from 9:00 am to 19:00 pm.
Can I ask for advice when choosing the ideal furniture?
Yes, we will be glad to assit you. Our team will be delighted to help you find the most suitable solutions for your space, style, and needs.
You can fill out our contact form or send us an email at loja@alaire.pt, letting us know what you’re looking for and we’ll get back to you promptly.
If you prefer, you’re welcome to visit our showroom and experience the furniture first-hand, with the personal assistance of one of our consultants.
Does Alaire offer delivery and assembly services?
Alaire offers delivery and assembly services. If you wish for this type of servoce, after placing your order,inform us of your wish and our prices will be offered to you upon request.
Parasols
How do I open my parasol correctly?
To open your parasol safely, follow the instructions provided with your parasol.
Before opening your parasol, always make sure it is securely positioned in a stable base and standing upright.
Depending on the model:
- For crank-operated parasols, turn the crank handle slowly and steadily until the canopy is fully open.
- For push-up models, gently push the sliding mechanism upward until it locks into place.
Always ensure that the fabric is not caught between the ribs and avoid forcing the mechanism at any point.
For the long-term care of your parasol, we recommend closing it during strong winds, when not in use, or overnight.
For more detailed video instructions click here.
Something has broken, what do I do?
If something has broken, please contact Alaire Living as soon as possible at apoiocliente@alaire.pt. Our team will respond promptly to assess the situation and find the best solution.
Where can I get spare parts?
Alaire Living can supply original spare parts for various models of our brands. Please contact us at apoiocliente@alaire.pt with the product reference and photos so we can check availability.
Corten
What do I need to know about corten steel?
Corten steel is a living material, it naturally evolves over time, developing a warm, distinctive patina that gives each piece its own character. This protective surface forms gradually, enhancing both the beauty and durability of the product.
Because Corten steel is designed to weather, subtle variations in colour and texture are to be expected. During the initial phase, slight discolouration or surface marks may appear; these will settle as the material continues to oxidise.
It is also characteristic of Corten steel that fine rust particles may release and that the material can produce a light “run-off” effect. For this reason, we recommend avoiding placement on sensitive or highly polished stone or tiled surfaces.
Each piece begins its transformation covered with a temporary protective layer. Once this wears away through exposure to the elements and regular use, the patina will start to form. Depending on the climate and environment, this natural process may take around 18 to 24 months to reach its full depth and tone.
Can I leave my corten firebowl or grill outside?
All corten steel firebowls and grills are designed for outdoor use and can remain outside throughout the year. However, to keep them looking their best, we recommend storing them in a dry, sheltered area whenever possible.
Over time, exposure to the elements can leave natural marks on the surface, part of the charm of a well-loved outdoor piece. Still, during the winter months, we suggest moving your fire bowl to a protected spot or covering it when not in use. In the summer, you can confidently leave it outdoors.
For lasting performance, ensure the ash tray is emptied regularly and avoid leaving any residue or objects inside in wet conditions.
Cushions and Sofas
Can I leave the cushions outdoors?
The outdoor cushions sold by Alaire Living’s have been tested for outdoor use. Depending on the fabric category, they are UV-resistant and either waterproof or designed to dry quickly.
During winter months or prolonged periods of rain, we recommend using protective covers to preserve their appearance and ensure they last for years to come.
I can keep the sofas outdoors during the winter months?
Sofas sold by Alaire Living are designed to be weather-resistant and feature quick-dry foam, allowing them to dry rapidly after exposure to moisture.
However, during the winter or periods of extended non-use, we recommend storing your sofas in a sheltered location and using protective covers to preserve their appearance and longevity.
Maintenance
How should I clean outdoor furniture?
We recommend cleaning the surfaces with a soft cloth, warm water, and a mild neutral soap. Avoid abrasive or acid-based products, as these may damage the finish.
Visit our materials and care page to find out more.
Are Alaire Living products weather-resistant?
Yes. Our outdoor pieces are made from high-quality materials designed to withstand sun, rain, and temperature variations. However, we recommend using protective covers when the furniture is not in use for extended periods.
Do natural woods require any special treatment?
Yes. Natural woods such as teak or eucalyptus should be treated periodically with a suitable oil to maintain their colour and durability.
Visit our materials and care page to find out more.
Can the furniture be used in coastal areas?
It can, but we recommend more frequent maintenance, as the salty environment may accelerate metal corrosion and surface wear.
How should I store the furniture during winter?
Ideally, store the furniture in a dry, well-ventilated place, or use suitable waterproof covers provided by Alaire.
Do you offer protective covers and maintenance products?
Yes. Alaire Living offers a curated selection of protective covers and maintenance products to help you care for and extend the life of your furniture. Discover our Golden Care and AeroCover ranges, along with other specialised maintenance products designed to keep your pieces in excellent condition.
For additional guidance on how to properly care for your furniture, please visit our Furniture Care page.
Complaints, Warranty, After-Sales Assistance
What is the warranty period for Alaire products?
All products benefit from a standard 3-year warranty against manufacturing defects. Manufacturer warranty terms may vary and exclude misuse or improper handling.
How can I submit a complaint?
All post-sale complaints must be sent in writing to apoiocliente@alaire.pt, with photographs of the defect, a description of the issue, and a copy of the sales document. Our response will be provided within a maximum of 48 hours. We guarantee a prompt and transparent response.
Does Alaire carry out repairs outside the warranty period?
Yes. We offer repair and spare part replacement services upon quotation.
In case of a defect, and within the warranty period, the item will be repaired. If repair is not possible, Alaire Living will replace it with a product of equal characteristics and value. If neither repair nor replacement is possible, Alaire Living will refund the amount paid.
What is not covered by the warranty?
The warranty does not cover damage caused by misuse, lack of maintenance, exposure to extreme conditions, or unauthorised modifications.
Is it possible to order spare parts?
Yes. Alaire can supply original spare parts for barbecues, parasols, and furniture. Please contact us at apoiocliente@alaire.pt with the product reference and photos so we can check availability.
Can I buy furniture screws seperately.
The furniture screws can be found inside each product packaging. If you find they are missing, please contact us at apoiocliente@alaire.pt.
Does Alaire Living offer a product assembly service?
Yes. Alaire offers assembly service. When you place your order, make sure to request this service so the quote can be added to the final order.