Yes, we have a physical store in Portugal, in the city of Porto. You can find us at Avenida Combatentes da Grande Guerra, 689, 4200-190 Porto.
Our customer support is available every working day from 9:00 - 18:00 (GMT). You can contact us by phone (+351 225 089 213), email (email@example.com), through our social networks (Facebook and Instagram), or via the website contact form. We respond to all contacts you make, but as we like to handle each situation in a personalized way, this may take a little longer. So we ask you to be patient, we always respond as soon as possible.
All our products are obtained directly from the manufacturer or legal representative in Portugal, so they are completely genuine.
No, it is not necessary. If you have any questions, you can simply email us at firstname.lastname@example.org or call us at +351 225 089 213.
Yes, it is possible. You can find the currency conversion symbol at the top of the page and prices in Euro, US Dollar, Brazilian Real, and British Pound are available. However, the converted prices are for information only and the amount charged will always be made in Euro and will depend on the conversion rate in effect at the time of purchase.
No, it is not required. You can choose the products you want and put them in the cart, and then you are given the choice between making the purchase as a guest or using your registration. The difference between these two options is that registration only has to be done once. Your information will be in our database, and you only have to log in for the next purchase, while buying as a guest implies placing your data whenever you want to place an order.
Yes, it is possible. We just need you to contact us at email@example.com or our telephone number (+351 225 089 213) and let us know what you want to buy.
Payment by PayPal/Credit Card and Bank Transfer are currently available. In the case of Bank Transfer, we need you to send us proof of payment to firstname.lastname@example.org indicating the number of your order.
Yes, there are. We do not ship to PO Boxes, and in the case of bulk or overweight orders (for example, promotional packs, body products ...), it may be necessary to evaluate the feasibility of shipping and shipping prices. If necessary, we also reserve the right to ship the products in separate boxes.
If, after completing your order, you notice that the address provided was incomplete or incorrect, you can ask us to change it. For this, we ask that you immediately contact us at email@example.com, and indicate the number of your order and the data to be changed. However, the address can only be changed before the order is shipped. Once it is dispatched, we will have no way to change this information. If the order is not delivered because of an unknown or incomplete address or because it was unclaimed, it is only after being returned to us by the carrier that we can proceed with a new shipment, to which will be added new shipping costs.
The order is only sent after payment confirmation. The payment confirmation is immediate with PayPal/credit card, so we will ship the product on the same day, as long as the order is made by 12:00 GMT. If the chosen method is Bank Transfer, we can only ship the order after payment confirmation in our bank account, so this process may take 1 to 2 business days. However, the shipment will depend on the immediate availability of the product in our store, so you will receive information in case there is a stock break.
We have two carriers available to ship all our orders as safely and quickly as possible: the CTT (National Post Office) and DHL Express.
The order is delivered to the address you give at the time of purchase, so you should fill in all the delivery details completely, otherwise, the order cannot be delivered and return to our store.
Shipping costs are FREE for international orders over 90€ (the conversion of this amount to other currencies may lead to fluctuations in the minimum amount, depending on the conversion rate in effect), or 50€ for orders to Portugal (if you choose Registered Mail).
Shipping costs are calculated according to the weight of the order, the country of destination and the chosen shipping method. You will be able to get the shipping cost information at the final step of your shopping cart.
Delivery times vary depending on the destination and shipping method chosen. You can find this information on the final shopping cart page after choosing the destination country.
Below you can find some example times:
Certain situations may cause your order to take longer to ship - delayed shipping due to high amount of orders, incorrect/incomplete shipping address, out of stock, etc. In this case, we will contact you by email.
Delivery times can also be extended during periods of high flow of objects, such as festive seasons, or withholding orders for customs inspection.
Yes, it is possible. All orders have a tracking code, so they can be tracked from the moment they are shipped. However, if you choose shipment by the National Post Office, follow-up availability is dependent on the destination country. Unfortunately, we have no control over this and cannot change it, so your order may not be traceable after it leaves Portugal. Thus, it is normal for only the information “International Expedition” to appear, which means that it left our country.
For non-EU countries, orders may be held at Customs for verification. Care Lineage is not responsible for the possible collection of customs duties and additional taxes on customs clearance.
If the product received is not what you intended, you may exchange or return it, but we only accept returns of products whose packaging is complete, undamaged, and unused, and in the original packaging, which also must be intact and complete. Products that do not meet these requirements will not be accepted. If the product you receive is defective, please contact us at firstname.lastname@example.org or +351 225 089 213 and send us the product. We will exchange or refund the amount, and shipping charges will be met by us. Return/exchange charges will be the responsibility of the customer, and will only be reimbursed if it is the responsibility of Care Lineage (defective product, for example).