FAQs

• Account 4
• Deliveries 8
• Discount coupons & promotions 4
• Gifts 2
• Orders 6
• Returns / exchanges 1

Account

• How do I create an account?

  It’s really simple. You can do it directly on the Checkout page under Create an account, or you may go to the Shop and access the Account page.
  Make sure that all required fields (indicated by an asterisk *) are completed.

• Can I change my address and other personal details?

  Sure, you just have to log in to your account and edit your current details. The only thing you won’t be able to change is your e–mail address.

• I forgot my password, what should I do?

  Go to the Account page and click the Lost your password? link.
  Insert your e–mail, but ensure the address is entered exactly as when you first registered it.
  After a couple of minutes you’ll receive an e–mail explaining how to set up a new password. If you didn’t receive it in your inbox check the your spam folder.

• How do you keep my personal information secure?

  At wetheknot take your privacy and security very seriously. We make sure that we only use your information in the ways that you want us to.
  When you shop at wetheknot.com we protect your personal details. Also, by paying through PayPal you can be sure all your information is encrypted before it is sent over the internet.

Deliveries

• Do you offer free shipping?

  We do but only within Europe, and for purchases above 150,00€.
  Sometimes we offer Free Shipping for a limited time. Sign–up to our newsletter to stay up to date.

• I live outside Europe, will I be charged any additional taxes?

  Products shipped outside the EU may be subject to charges imposed by local legislation. Which means that the recipient of the products are responsible for all customs and import duties needed for the export of the goods. Any additional taxes, fees, levies, or other charges necessary to clear package through customs will also be paid in full by the recipient. Unfortunately, we have no control over these charges and cannot predict what they may be. As a result we will be unable to advise or provide any assistance on these processes; we can only recommend our customers to contact their local customs office for further information.

• What happens if I don’t pick up my parcel?

  In that case the parcel is automatically shipped back to us and you are responsible for covering the cost of the return shipping.

• Do you offer a free pick–up service?

  Yes, the pick–up service is available exclusively in Lisbon at our flagship store. You can pick your order in Bairro Alto at Rua da Rosa · 197, after receiving a confirmation e–mail. The shop’s open everyday from 10:30–20:00.

• How long will I be waiting for my order?

  Once your payment is received it takes up to 3 business days for us to send the package from our studio. During a busy holiday season it may take up to 5 business days, though this is unusual.
  For more on delivery times please refer to Delivery information.

  We endeavor to get your orders to you in the outlined timescale but sometimes this is out of our control.
  The couriers website should be able to give you information on your orders status so please track it using the link in your confirmation e–mail and see what they say.

• How much does shipping cost?

  The cost of shipping depends on the destination, shipping option and weight of the parcel. The shipping cost will be automatically calculated at checkout.

• Can I track my order?

  Yes, all our shipped items are issued a tracking number. This reference is made available to you by e-mail by the time your item leaves our warehouse.

• Where do you ship from?

  All our products are shipped from Lisboa, Portugal.

Discount coupons & promotions

• My discount code didn’t work.

  Our system recognises valid discount codes.
  If a discount has not been deducted from your order when the code is entered, you should check that the code has not expired and that it meets the terms and conditions of the offer.
  If your order meets the terms and conditions of the offer but the discount has not been deducted, please contact us prior to completing your order so we can look into it.

• I forgot to add my discount coupon, what now?

  Unfortunately if you did not enter your discount coupon at the Cart page, before Checkout, we can’t apply it to your current order or amend your payment.

• How do I add a discount coupon?

  There is a box underneath the items total on the Cart page where you can insert your discount coupon. After you go to Checkout page you won’t be able to insert your discount coupon.
  The discount coupon and deduction will appear immediately and be applied to the total amount. If it is not applied at this point, this coupon cannot be redeemed at a later stage or after your order has been processed. Please note that only one discount coupon can be used per order.

• Where can I get a discount code?

  Our discount codes can be found in our newsletters or are given away as part of online competitions.
  Just subscribe to our newsletter (you can find it in each page footer) and to receive our offers and discount codes.

Gifts

• Can I send gifts to multiple addresses?

  Our system will only allow for one shipping address per order. You will need to place one order per delivery address.

• Can I have my order with a gift packaging?

  Sorry we do not offer gift packaging.
  If you’d like us to send a written message on your behalf we’d be pleased to do it for you. Just fill in the Notes panel at the Checkout page.

Orders

• Do you have different prices for the same products?

  Our prices online may vary from the ones we practice at our shop in Lisbon.
  Also the prices our stockists sell our products may also differ from ours.

• Do you ship overseas?

  Yes, we offer worldwide shipping. All orders are shipped from Portugal, where our products are made.
  For deliveries outside Europe you may be charged custom duties or taxes. Unfortunately, we have no control over these charges as customs policies vary by country. If you have any questions related to customs charges you are advised to contact your local customs office.

• Have you received my order?

  When you place an order you will receive a confirmation e–mail acknowledging your order. This contains your order number for reference. If you’re a registered user this information will also be available on your account, under the orders section.

  Please note this only acknowledges that your order has been received and is not confirmation that your purchase has been successful. When your goods have been processed, the payment will be taken and you will be sent a shipment confirmation e–mail, which will include the order tracking information.

• What if my personal details are incorrect on my order?

  If you realise your personal details are incorrect once you have completed the ordering process, please get in touch by visiting our Contact us page (all e–mails will be conducted in English). We cannot guarantee that we will be able to rectify your information. However, we can assure you that we will do all we can to amend your order.

• Can I make changes to my order?

  Adding items to order, changing your delivery address and other modifications must be made within 24 hours of order confirmation online.
  You can e–mail us at customerservice@wetheknot.com with the changes you want to make. Please write your order number.

• How can I pay for my order?

  1) Via PayPal — with or without a registered account on their platform
  2) Through Vivawallet secure payments using your credit or debit card
  3) By bank transfer — you’ll be sent an e-mail with our bank account data in order to proceed with the transfer.

Returns / exchanges

• Can I return / exchange an item?

  Yes, you can return or exchange items within 14 days after receiving the parcel. We can only accept items that are unused, unworn, unwashed and have the original tags attached.
  Please read our Terms & Conditions — Returning products or Exchanging products for detailed information and procedure.