Exchanges and Returns
At L'Adélia, we want to ensure your satisfaction with every purchase. Should you need to make an exchange or return, you can do so in accordance with the conditions described below.
Exchange or return requests must be unequivocally communicated via email to apoioladelia@gmail.com
How to make an exchange
You have 15 days after receiving your order to request an exchange for an item purchased at https://ladelia.pt.
Shipping costs inherent to the process of exchanging size or item are the sole responsibility of the customer.
To request an exchange, you must send an email to apoioladelia@gmail.com, indicating:
- Order number;
- Name under which the order was placed;
- Size of the item to be exchanged;
- New size or desired item (when applicable).
After confirmation by our team, the order must be sent to the following address:
Rua da Boavista, n.º 3
4715-087 Braga
Portugal
In the case of an exchange for a lower-value item, the difference will be issued as a voucher for use in future online store purchases.
How to make a return
If you wish to return an item purchased at https://ladelia.pt, you have 15 days after receiving the order to communicate your intention.
The return request must indicate the order number and the items to be returned.
Returns due to defect
If you receive a defective item, you should contact us via email at apoioladelia@gmail.com, indicating the order number and describing the situation.
Relevant proof of the defect must be attached to the email to allow our team to analyze the request.
Upon confirmation of the defect, L'Adélia will take responsibility for collecting the item. The customer may opt for the issuance of a voucher for the value of the product or for its refund through a method to be agreed between both parties.
After approval of the return, the respective refund will be processed within an estimated period of 5 to 10 working days, and this period may vary depending on the banking entity or the payment method used.
All return requests due to defect are subject to confirmation by L'Adélia, after analysis of the condition of the returned item.
Returns requested by the customer
For returns requested by the customer, a voucher will be issued for the value corresponding to the returned item(s), for use in future online store purchases.
The value of the voucher corresponds exclusively to the value of the product(s), not including any shipping costs.
L'Adélia does not make cash refunds for return requests initiated by the customer.
The vouchers issued are not subject to any expiration date and can be used at any time.
Acceptance conditions
Any exchange or return is subject to confirmation by L'Adélia, after analysis of the condition of the returned items.
Upon receipt of the items at our facilities, we will proceed with a careful analysis of them, and the exchange or return will only be accepted if the following requirements are met:
a) The product(s) show no signs of use;
b) The product(s) maintain their original characteristics and respective tags intact;
c) The product(s) are complete and accompanied by all the material that was part of the original order.
Promotional items
Items belonging to the Stock Off or Sales category are not eligible for exchange or return.
Customer Support
For any additional clarification, you can contact us via email:
Shipping Policy
L'Adélia processes and dispatches orders from Monday to Friday, between 9:00 AM and 7:00 PM, except on public holidays.
Orders are sent to the address indicated by the customer during the purchase process. Once the order has been dispatched, the customer will receive a shipping confirmation email with the respective tracking information.
We work with trusted logistics partners to ensure safe and efficient delivery, namely:
- BATCH Logistics;
- CTT Expresso;
- Other logistics partners.
Order processing is carried out as quickly as possible. However, the delivery times indicated below are calculated after order processing and receipt of the shipping confirmation email.
During promotional periods, special campaigns, collection launches, or festive seasons, the preparation and shipping time for orders may be longer than usual, due to the high volume of requests.
If you do not receive your order within the estimated time, you can contact our customer support team via email at apoioladelia@gmail.com.
Delivery Times
The estimated delivery times are as follows:
- Mainland Portugal: 48 to 72 business hours;
- Azores and Madeira: up to 9 business days;
- Spain: 2 to 4 business days;
- Europe: 5 to 10 business days;
- Rest of the World: 10 to 20 business days.
The above deadlines are merely estimated and may change due to reasons beyond L'Adélia's control, namely delays by carriers, periods of high demand, adverse weather conditions, or logistical constraints.
Customs and Import Taxes
For shipments to countries outside the European Union, customs duties, import taxes, or other charges defined by the competent authorities of the destination country may apply.
These costs are not included in the order value or shipping costs and are the sole responsibility of the customer.
Customer Support
For any additional clarification regarding shipments, you can contact us via email:
apoioladelia@gmail.com