FAQ - COMMON QUESTIONS

See below the most frequently asked questions from Lordelo’s customers. If you don’t find the answer to your question, please contact us.

GENERAL INFORMATION

How to create an account on Lordelo.com?

When entering the Lordelo.com website, you will find in the upper right corner the option “Entrar/Registo”, clicking, you will enter a page with the option to register, where you will add your email and password. You can now start exploring our site.

How can I find the product I'm looking for at Lordelo?

After “Log In” on the Lordelo website, click on “Lordelo”, you will reach our main page where you will find new offers, promotions and featured products. You will also find a menu with all the products available in store. To help you make your selection, use the search magnifying glass.

How can I place an order?

To place an order, you must add the product(s) to your cart, click on “View Cart” and then “Checkout”. You will need to complete the information with your billing details and payment method. You will receive a confirmation email and then a dispatch email. 

Do I get a 5% discount on my first order on Lordelo.com?

In the registration confirmation email, you will receive a 5% discount coupon for your first purchase. We will also send you some offers/samples to improve your experience with our online store.

(*Except diapers, wipes, milk, infant food and bulky products).

How does the points system work?

To take advantage of the points system, register at lordelo.com, we offer 50 Points to start your shopping. After each daily visit you will receive one point for every €1.00 spent. Use the coupon “150”, once you reach 150 Points to enjoy a 5% discount. Points are accumulated after completion of the order and are valid for 6 months.

*How do I receive points for recommending a friend?
Go to “My Account”, “My Points” tab and “Earn Points!
Send the link mentioned to a friend, he must make the purchase through the link sent.
The points are accumulated after the order is completed and are valid for 6 months.

**Not available in diapers, wipes, milk, infant food and bulky products.

My order is a gift, how can I order the package?

After adding the products to your cart, you must click on “View Cart” and then “Checkout”. When you are completing the information with your details, you will find the part with “Order note”, where you will write, for example, “I want gift wrapping”.

I didn't receive the registration/order email, what should I do?

Initially, we ask you to check your spam folder in your email. If you cannot find it, please contact us (ajuda@lordelo.com).

How is the invoice sent after the order is placed?

The invoice for your order will follow along with your order.

IS IT POSSIBLE TO TRACK MY ORDER?

Yes, it is possible. You can track your purchase using the number sented to you by email (if you have not received it, please confirm spam).

What is the status of my order?

In your profile, by clicking on “My Account”, in the “Orders” section, you will find the reference, date and status of your order (wait for payment confirmation, in process, sent, completed and cancelled.

Can I order the order to an address different from my billing address?

Yes, when ordering your products, you can add a different delivery address (eg office) from your billing address.

Are the products genuine?

Our products are 100% original. In the top menu, you can consult our brands, where you will find each of their specifications.

I lost my password, what should I do?

On the “Login/Register” page, in the “Registered Users” section, click on “Lost your password”. You will then receive an email with instructions to set a new password.

PAYMENT, DELIVERY & RETURN

What are the payment methods?

We support the following online payment methods: Visa/MasterCard credit card, PayPal or bank transfer. If you choose to pay with a credit card, you will have to enter the card number, security code and expiry date of your card.

Is it safe to use my credit card on Lordelo.com?

Yes, to help ensure your shopping experience is secure, Lordelo.com uses Secure Socket Layer (SSL) technology. The data is sent in an SSL encrypted form. In addition, for payments with credit/debit cards, it will be necessary to introduce the CVV (Card Verification Value), a code printed on the card, which is an additional security measure in e-commerce transactions.

What are the shipping costs? How long does it take for my order to arrive?

The value of shipping costs may vary depending on the volume and weight of the order. However, we do offer shipping on purchases over €39.99 (*Except diapers, wipes, milk, infant food and bulky products). For Portugal (continental) the estimated delivery time is 2 working days, Portugal (islands) 5 to 14 working days, Spain (3 working days) and other European countries (5 working days).

How do I pick up my order?

You can pick up your order at our facilities. Without associated costs, during the period from 08h30 to 17h30.

Pick-up address:
Rua Manuel Assunção Falcão nº30 – Warehouse 29
4475-636 Maia

Can I change the address of my order after shipping?

Yes, it is possible to change the delivery address, however, if the order has already been dispatched, we can only change it if the new one is for the same city. Please contact us via email (ajuda@lordelo.com)

Can I cancel/change my order?

After sending the order, it is not possible to cancel/change its content.

Is it possible to exchange/return a product? What is the return period?

We believe in our quality standards and want all our customers to receive high quality products. If the product you received is damaged or if your delivery is not identical to your order (wrong or missing product), please contact our customer service at: ajuda@lordelo.com (please include all order details: order number, full name, delivery address, as well as a picture if your order is damaged.)

If you are not completely satisfied with your order, please return the unused products in their original intact packaging within 15 days. According to Article 7 -Restrictions on the right of free resolution, paragraph c), exchanges or returns are not accepted for the following products: food (including infant food), medicines and make-up products.

When we receive the product, we will refund (whenever justifiable) the value of the product purchased, but not the shipping fee or taxes added to the payment amount. All products must be returned undamaged, unopened and in specific cases such as toiletries and/or make-up products sealed. The packaging must always be the original undamaged and intact. Otherwise your return will not be subject to a refund.

Please make sure to pack it securely to avoid any damage to the products or boxes.

The refund amount in case of a product return is made up to 5 working days and is still subject to the processing time by the entities responsible for the transaction.

If The Product Is Out Of Stock, Will I Be Refunded?

Although these situations are uncommon in our online shop, in case of stock rupture, we will promptly contact you in order to process the return of your payment.

How can I make a complaint?

You can send us your message to the customer support line via email: ajuda@lordelo.com, or our direct line +351 934 448 491.

On our website, you will find in the footer of every page, the link with direct access to the https://www.livroreclamacoes.pt, where you can make your complaint.