CUSTOMER SERVICE     

 

 

 

 

 

   PAYMENT METHODS:   

All prices displayed on our site already include VAT at the legal rate and are valid except publishing error.

The option that allows to view prices in different currencies (GBP, USD, etc...) is based on exchange rates from previous days and the resulting conversions must be understood as merely indicative: All orders will be processed, invoiced and paid in Euros.

We offer the following secure payment methods and emphasize that in all of them the customer never share any sensitive bank information with RelaxTribe:

Bank Transfer

ATM (MB Multibanco)

Paypal

Credit Card

MB Net

 

 

 

BANK TRANSFER - This option allows users to pay for the order using only a normal bank account.

During the "Checkout" process and after selecting the Bank Transfer payment method, a message will be displayed on your screen (which you will later also receive via email and/or sms) with the necessary data to make the transfer, which we here reproduce:

nib

After completing the "Checkout" process (clicking "Order") and in possession of this data, simply go to your bank or ATM terminal, or conveniently log in to your HomeBanking or MobileBanking service, choose the option corresponding to the type of bank transfer you wish to make and mention/enter the data we provide you and the total amount (in Euros) to be paid.

As soon as we receive the bank notification confirming your transfer, we will initiate the shipping process and will contact you again to inform the delivery details.

The delivery date of an order is conditioned by the good reception of the payment, so generally you should consider at least +2 days on the estimated date of delivery of your order if you choose this form of payment. (If you send us a scanned copy or printscreen of the proof of the transfer, to sales@relaxtribe.com and mentioning in the subject the order number, in some situations it will be possible to start immediately some of the procedures related to the shipping of your order.)

(Please regularly check the "span" and/or "junk" folders of the email you provided us for contact, as automatic order notifications and first contact messages are often automatically routed there)

If we don't receive any notification of payment within 7 days after checkout, the order may be considered canceled.

 

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MB+MB Spot+MB Phone

ATM (MB MULTIBANCO / Portugal) - This option allows users with a local (Portuguese) bank account to make the payment of the order using any MB Multibanco ATM terminal, MB Spot, or via HomeBanking or MobileBanking (MB Phone).

During the "Checkout" process and after selecting the "MB Multibanco" method of payment, a message will be displayed on your screen (which you will later also receive via email and/or sms) with the necessary data to make the payment:

MB ref

After completing the "Checkout" process (by clicking "Order") and in possession of this data, simply go to any MB Multibanco ATM or MBSpot terminal, or conveniently log in to your bank's HomeBanking service or In the MB Phone application of your mobile phone, choose the option "Payment of Services" and enter the provided data.

The shipping process of your order will start after we receive from the entity with which we have established a partnership for the attribution of the MB Multibanco references, the notification of your payment.

When this happens we will contact you (within a maximum of 2 working days) to inform the shipment and delivery details.

(Please regularly check the "span" and/or "junk" folders of the email you provided us for contact, as automatic order notifications and first contact messages are often automatically routed there)

 

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PayPal

PAYPAL - PayPal is the most widely known and used online payment method (100,000,000+ users) and it is a safe, simple and efficient way to make payments online without having to disclose credit card numbers to someone other than PayPal itself.

(By using MB Net you can register with PayPal using a debit card and/ or not even having to give access to the real data of your card to Paypal.) 

During the "Checkout" process you must select the "PayPal" payment method and complete the process by clicking on "Order". You will then be immediately redirected to the secure payment environment of the PayPal website (https://www.paypal.com/...) where after logging in to your PayPal account, you must validate the required elements to authorise and complete the transaction. 

As soon as you have authorised the payment for your order we will be notified and will then contact you as soon as possible (maximum 2 working days) to provide details of shipping and delivery.

(Please regularly check the "span" and/or "junk" folders of the email you provided us for contact, as automatic order notifications and first contact messages are often automatically routed there)

 

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Visa+MasterCard+Amex+Discover - Verified by PayPal

VISA / MASTERCARD / AMERICAN EXPRESS / DISCOVER (processed by Paypal) - This option allows users to pay for the order by simply using a credit card (PayPal registration not needed) without having to disclose the numbers and sensitive information to someone other than PayPal.

(By using MB Net you don't even have to give access to any real credit card data to Paypal.) 

During the "Checkout" process you must select the "PayPal | Credit Card | MB Net" payment method and complete the process by clicking on "Order". You will then be immediately redirected to the secure payment environment of the PayPal website (https://www.paypal.com/...) where you must click on the link "Pay with debit or credit card" and fill in your credit card details confirming payment at the end. If you have a PayPal account, the process will be even simpler, since you just need to authenticate and complete the payment.

As soon as you have authorised the payment for your order we will be notified and will then contact you as soon as possible (maximum 2 working days) to provide details of shipping and delivery.

(Please regularly check the "span" and/or "junk" folders of the email you provided us for contact, as automatic order notifications and first contact messages are often automatically routed there)

 

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MB Net

MB NET - This service is provided by the Portuguese banking system for Internet, telephone and email purchases.
To use it, simply access a bank card (debit or credit, from an affiliated bank) and join the service free of charge in a MB Multibanco ATM or in the HomeBanking / MobileBanking service of your bank. After that you can generate temporary virtual cards with a chosen balance limit (at: www.mbnet.pt) that can be used as normal credit cards (Visa, Mastercard or American Express) but with the advantage of never having to disclose the real card numbers.

During the "Checkout" process you must select the "PayPal | Credit Card | MB Net" payment method and complete the process by clicking on "Order". You will then be immediately redirected to the secure payment environment of the PayPal website (https://www.paypal.com/...) where you must click on the link "Pay with debit or credit card" and fill in your credit card details with the MB Net generated data, confirming payment at the end.

As soon as you have authorised the payment for your order we will be notified and will then contact you as soon as possible (maximum 2 working days) to provide details of shipping and delivery.

(Please regularly check the "span" and/or "junk" folders of the email you provided us for contact, as automatic order notifications and first contact messages are often automatically routed there)

 

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   SHIPPING & DELIVERY:   

Delivery Time - Once you have paid for your Order, you will receive an email (within a maximum of 2 business days) with the specific details of your shipment, which will include the expected date of delivery, the name of the shipping company and whenever it has this service available, the tracking link to monitor in real time the route / state of the shipment.

The information regarding the Estimated Delivery Time of the products sold through our online store, is located within the pages of the respective products, in the last field of the "Additional Information & Specifications" table.
Please note that this information refers to delivery estimates in mainland Portugal and that for other destinations you must add the respective transit times referred to in the cost tables that we show below.

The estimated delivery time of an order begins to count after the payment has been received, and in an order with several products must be understood as the one from the product with the longer delivery time.

(If you have urgency in receiving a particular product please contact us and we will try to find an alternative shipping solution.)


Delivery Address - Delivery will be made* at any shipping address** (except P.O. Box addresses) that you indicate during the "Checkout" process or, at no additional cost and if it is of your interest, in one of the approximately 500 Shops located in continental Portugal adhering to the PickUp service.

(If you choose to pick up at the shop you can choose the one that is most convenient for you at the link: Pickup Network, and then fill in the delivery address field (at "Checkout") with the text "Pickup" followed by the name and reference of the chosen shop.)

* If nobody is in the address when the shipping company attempts to deliver the order, will be left a notification with the instructions to collect it, or to reschedule a new delivery attempt.
** Please check carefully the submitted delivery address as returned orders due to incorrect or incomplete information will have reshipping costs.


Shipping Cost - For most countries and destinations in the European Union the shipping cost is calculated automatically during the "Checkout" process and varies according to the type of shipment, weight, dimensions, order amount and delivery address.
For countries and destinations where automatic calculation is not carried out the shipping cost will be informed upon consultation.

In the tables below you can get an idea of the shipping costs (VAT included) and transit times to the main destinations where we send:

Please note that (except for mainland Portugal) volumetric orders may be subject to later adjustment in the automatically calculated shipping cost. Should this happen you will be contacted for approval of this readjustment and if the payment was already made and if you decide to cancel, we will send you a full refund of your payment.

In the tables below you can get an idea of the shipping costs (VAT included) and transit times to the main destinations where we are sending our orders:



PORTUGAL mainland:

Shipping to Portugal



AZORES & MADEIRA:

AZORES & MADEIRA

Transit Times: Madeira and Porto Santo= 6 to 11 working days // Azores= 7 to 15 working days



SPAIN:

Shipping to SPAIN / ESPAÑA

Transit Times: Spain mainland= 2 working days // Balearic Islands+Canary Islands= 3 working days

Canary Islands+Ceuta+Mellila+Gibraltar= + 22,38€ per shipment (Customs Clearance)



FRANCE:

Shipping to FRANCE

Transit Times: 5 working days



Other EUROPEAN UNION countries:

Shipping to EU

Transit Times: 5 a 7 working days

** Noruega: + 17,11€ per shipment (Customs Clearance)

*Zone1:
AT = Austria / Österreich || BE = Belgium / België || CZ = Czech Rep. / Česká Rep. || DE = Germany / Deutschland || GB = Great Britain || HU = Hungary / Magyarország || IT = Italy / Italia || LU = Luxembourg / Lëtzebuerg || NL = Netherlands / Nederland || SI = Slovenia / Slovenija || SK = Slovakia / Slovensko

*Zone2:
BG = Bulgaria / България || LV = Latvia / Latvija || RO = Romania / România

*Zone3:
CH = Switzerland / Schweiz || GR = Greece / Ελλάδα || IE = Ireland / Éire

*Zone4:
EE = Estonia / Eesti || LT = Lithuania / Lietuva

*Zone5:
FI = Finland / Suomi || NO = Norway / Norge/Noreg || SE = Sweden / Sverige



DENMARK & POLAND:

Shipping to DENMARK        Shipping to POLAND

Transit Times: 4 working days




REST OF THE WORLD:

> Upon Request <



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   CANCELLATION & RETURN:   

Cancellation of Orders - Are accepted without reservation and with total reimbursement of the values already received by RelaxTribe whenever they do not involve any product that has been customized, already shipped or imported especially at the express request of the Customer. Otherwise the refund will be made subtracting the costs supported by RelaxTribe with the cancellation.


Return of Products - The customer may return the products purchased within a maximum period of 14 days from the date they were delivered. (See our full legal info on this right at: Terms & Conditions)

If you wish to make a return or exchange please contact us previously by email at info@relaxtribe.com or by phone: (+351) 916 321 105.

RelaxTribe will only be responsible for a shipping cost related to a return if a product is being returned due to an error on our behalf, if a product is defective, or if it has been damaged during transport*.
In any of these situations, at the time of the contact expressing an intention to return or exchange a product, the customer must also send us for the aforementioned email, photos enabling verification of the status of the product.

In case of return due to customer's withdrawal or error, shipping costs related to the return will be customer's entirely responsibility and any products to be returned must be in perfect condition, complete and properly packed in the original packaging and without any signs of effective use.
In addition to the product (s) to be returned, a copy of the invoice must also be sent. The address to which the return is to be made is the following: Relax Tribe, Lda. // Rua Quinta de Cima, 81-8H // 2415-355 Leiria-Portugal.
Please note that returns made without identification of the sender and / or using shipping with any costs paid on delivery, will not be accepted.

Refunds will be made using the same way as the original payment in the cases in which the payments were made via Paypal or credit card, or via bank transfer to the indicated IBAN, in all other cases.

* Please note that on receipt of your order, packaging and goods must be carefully checked and any discrepancies detected must be reported to the shipping company prior to signing the delivery note. No responsibility can be accepted afterwards for short delivery or damaged goods claims if there is a discrepancy not reported.