When ordering a Frambooesas item, if the customer is not satisfied with the purchased product, they have, according to Decree-Law No. 24/2014 of February 14, 14 consecutive days to exchange/return it after receiving it.
An exchange/return will only be processed if:
- The products have not been used or washed.
- as long as the original characteristics are maintained and the packaging is not damaged (carefully opened packaging will not be considered damaged).
- They must be complete (e.g., in the case of a bikini, which consists of two parts, both must be returned together).
- The products must not have been altered and must retain the original brand identification label, as well as the hygienic protection and bag in the case of swimwear products, just as they were shipped.
- After receiving the item, if it does not match the previously mentioned conditions, no exchange/return will be processed.
- The customer is responsible for the shipping costs associated with exchanges/returns.
How to make an exchange/return
Exchanges/returns must be made via email to geral@frambooesas.com.
1 - Send an email with the order number, the item you wish to exchange or return, and, if you wish to exchange, which item you would like to receive;
2 - Place the item in the box.
Place the item in a bag, along with all the contents that were in the box. You should use the original packaging in which you received the order.
Close the box and seal it with tape.
3 - Item shipment
Send the article to the address that will be provided to you by email.
4 - Refund
After receiving and analyzing the product, if the return request is approved, the refund will be made via bank transfer.
For this, you will receive an email confirming your exchange/return request, as well as a signed credit note that you must send back in response to the same email.
Once we receive the duly signed credit note, the refund will be processed.
Items that are damaged due to improper washing will not be exchanged/returned, as Frambooesas is not responsible for misuse/improper washing of these items.
Upon receipt of the item in question, it will be evaluated, and an exchange/return will only be processed if the conditions described above are met.
Frambooesas will inform you, within three days of receiving the item to be exchanged/returned, via email, whether the exchange/return request will be approved. If approved and the item the customer wishes to exchange is in stock, the email will also include bank details for payment of the price difference plus shipping costs. After receiving proof of payment, the new order will be shipped within 1 to 3 business days.
The exchange can be made for another item of a different size or model, however, it must be for an item of equal or greater value that is in stock.
No exchanges or returns are accepted for personalized items.
