1. PERSONAL ACCOUNT
1.1 HOW DO I CREATE MY ACCOUNT?
To create an account, click on the three lines in the upper right corner of your computer and enter your email, then you will be directed to a menu where you will have to enter your first name, surname, email address and your password. You will automatically receive an email that will confirm your created account. Then you can manage your addresses, order history, credit notes and personal information.
1.2 DO I NEED TO CREATE AN ACCOUNT TO BUY IN THE ONLINE STORE?
Yes. To place an order you have to register, to do so just fill in your billing and shipping details for your order. However, by registering at the www.milkandsnow.pt online store, you can place an order without having to fill in all your data again in a future purchase and monitor the status of your orders.
1.3 HOW DO I LOGIN?
To log in, just enter the email and password you used to register your personal account.
1.4 HOW CAN I EDIT MY ACCOUNT?
To edit your account you will have to access the “My Account” area and click on the “Change” icon next to the field you want to change. At the end, select the “Burn” option. Update your data whenever there have been changes.
1.5. I FORGOT MY PASSWORD. WHAT SHOULD I DO?
If you do not remember your password, when logging in and trying to enter a wrong password, a message will appear asking “Forgot your Password?” which you must mark. In the “Email Address” field, enter your email address associated with the account. You will then receive a link from which you can set a new password.
2.1 HOW CAN I TRACK THE STATUS OF MY ORDER?
To track your order, just click on the CTT link. To obtain the registration number of your order, you will have to request it through the following email: firstname.lastname@example.org
2.3 DOES THE SHIPPING ADDRESS HAVE TO MATCH THE BILLING ADDRESS?
You can choose between two different addresses. If you want the shipping address to be different from the billing address, you will have to remove, with a click, the pre-selected field “Send to the same address” in the data filling area of your order process.
2.4 WHAT HAPPENS IF NO ONE IS AT HOME TO RECEIVE THE ORDER?
If no one is at the address indicated for sending the order, CTT forwards the order back to the post in your area of residence, leaving a notification of unsuccessful delivery attempt in your mailbox. You should then go to the CTT counter indicated in the notification with the respective receipt and your identification document.
2.5 HOW LONG WILL IT TAKE FOR MY ORDER TO ARRIVE?
Shipping within Portugal and Spain: 5 to 10 business days.
Shipping within Europe: 15 working days.
Shipping Outside Europe: 20 working days.
2.6 HOW MUCH DO I HAVE TO PAY FOR SHIPPING CHARGES?
For shipments intended for collection in Stores, shipping is free.
For shipping by post, the price will depend on the quantity of products you order at once and the destination of the order.
Shipping within Portugal: 5 euros - 10 euros
Shipping within Europe: 9 euros - 16 euros
Shipping outside Europe: 18 euros - 24 euros
2.7 CAN I PICK UP MY ORDER AT THE STORE?
Yes, when picking up your order from the store, you do not pay any shipping costs. For this you will have to put this information when you complete the purchase on the website.
2.8 HOW IS COLLECTION PROCESSED IN STORES?
If you have chosen the in-store collection option, we will notify you via email when you can pick up your purchase. Within a maximum of 3 working days the order will be available.
3.1 HOW CAN I ORDER AN ITEM ON THE SITE?
To buy in our online store, just add the products you want to the cart, in the upper right corner, indicate a shipping and billing address and choose the payment method. Your order will be shipped directly to the address indicated within the delivery period mentioned when confirming the order.
3.2 HOW TO DECIDE THE RIGHT SIZE?
In order to complete the shopping experience in our online store, we provide our customers with a general size guide that you can consult If the size you chose is still not what you want, you can always exchange the item. You can find out about this situation in the 'Exchange Policy'.
3.3 FOR WHICH COUNTRIES CAN I ORDER A TOPIC ARTICLE?
At www.milkandsnow.pt you can order your parts from anywhere in the world. We Ship Worldwide!! All parts will be shipped from PORTUGAL. Adding the value depending on the country of delivery.
3.4 HOW DO I ENSURE THAT MY ORDER WAS COMPLETED?
The last step of the purchase process consists of a confirmation message that tells you the general data of your order. At the same time, you will receive an order confirmation email at your email address, with all the details of the order. If you do not see this last message or receive the order confirmation email, it means that your purchase has not been completed. In this case, you should contact our Customer Service via email: email@example.com
3.5 WHEN PLACING AN ORDER IS STOCK AVAILABILITY GUARANTEED?
Despite all our verification efforts, it is sometimes possible that there is a stock out. In this case, our Customer Service will contact you to communicate the breakage of the item(s) and refund the amount.
4.1 WHAT PAYMENT METHODS ARE AVAILABLE?
In the online store you can pay with MBWAY and Bank Transfer.
4.2 DO I HAVE TO PAY EXTRA FEES ON MY ORDER?
The only extra price you have to pay when buying in our online store are the shipping costs, always depending on the delivery destination.
The value of the products can be displayed in several currencies, but all orders will be transacted in Euros by your bank, after completing the purchase. For purchases made in a currency other than Euros, the amount shown during checkout is only an estimate of the final amount based on current exchange rates for Euros and excludes any taxes, customs duties, fees or fees that may be imposed.
5. AFTER SALES
5.1 WHAT TO DO IF YOU RECEIVE A DEFECTIVE ITEM?
Milk & Snow guarantees the quality of all its products, but if the ordered product has any type of defect, you should contact the Customer Support Service via email: firstname.lastname@example.org .com for information on procedures shipping/collection. We remind you that you should not send the item to the store where the Milk&Snow items are located without prior contact with Customer Service.
5.2 WHAT SHOULD I DO IF MY ORDER DOES NOT ARRIVE ON TIME?
You should contact the following email to expose the situation: email@example.com
5.3 IS IT POSSIBLE TO MODIFY MY ORDER AFTER RECEIVING THE CONFIRMATION BY EMAIL?Do not. Once you receive the order confirmation it means that you have completed that process. If you want to buy more products, you will have to place a new order.
5.5 HOW CAN I SUBMIT A SUGGESTION OR COMPLAINT?
To submit your suggestions and/or complaints, you should send an email to: firstname.lastname@example.org