Orders and Shipping
ORDERING
Items that are in stock will be dispatched within 1-2 work days of payment being received.
We do not post orders until payment has been received in full.
Please make sure you provide the correct address at the time of order because if the items are returned to us we will have to charge for re-postage.
We cannot be held responsible for any undelivered parcels or parcels delayed in transit due to incorrect address details being provided to us.
In the unlikely event that the goods become damaged during postage then please let us know as soon as they arrive and we can investigate this. If you do not report this immediately then we will not accept any responsibility for the damage and are not obliged to reimburse you.
All item(s) remain the property of My Friend Paco until full payment is received.
SHIPPING
Most items purchased in the online store are sent by CTT (national postal service) or by Chronopost International.
*Please note that due to COVID shipping time may be longer than usual.
All items are made and shipped from Portugal.
We ship worldwide :-)
Orders of in stock items are usually are dispathed in 1-2 business days. Velvet Deluxe pillows are usually made by order and production time is around 7 work days.
TRANSIT TIMES:
Standard Shipping:
Portugal: 2-4 days*
Europe: 5-10 days*
U.S. and Canada: 7-15 days*
Rest of the World: 10-15 days*
*business days
DPD International
Portugal: 1-2 days*
Europe: 3-5 days*
U.S. and Canada: 3-6 days*
Rest of the World: 5-7 days*
The shipping costs will be automatically added to your shopping cart when ordering.
In case there are no shipping methods available for your cart or destination, please contact us directly to hello@myfriendpaco.com
You may need to pick up your order at a specific collection point. Must do so within the time period specified in the delivery notification. If you do not collect your order at the specified time period, you may have to pay additional charges and the order may be returned to us with the expenses paid by you. We may also cancel the order if it is not collected in the specified time period.
Once the item is shipped, we are not responsible for any losses, delays or damages, however we will do everything we can to solve eventual problems of this kind. So please let us know if your purchased item is delayed or arrived in bad conditions so that we can solve the problem ASAP. In case of loss or delay, please note that it may take up to 60 days for the process to be completed.
In case of damaged goods, send us pictures reporting the problem when you receive your My Friend Paco product to hello@myfriendpaco.com.
Please note that if you are outside the European Union you are responsible for any customs fees incurred.
RETURNS
If you want to return your product, please send us an email to hello@myfriendpaco.com as soon as you receive it.
You must return the goods in their original packaging and in the same conditions under which you received it within 15 working days upon receipt.
You must return the goods in their original packaging and in the same conditions under which you received it within 15 working days upon receipt.
If possible, send us a tracking number of the transport.
If you live abroad, identify the goods as "RETURNED GOODS" to avoid Customs charges
After receiving the goods and verify that is sellable, we will refund your money within 30 days.
Shipping costs of returns/exchanges are responsibility of the client.
Refunds
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If it's approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.
Shipping costs are non-refundable.
Late or missing refunds
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at hello@myfriendpaco.com.
Sale products
Sale products cannot be refunded.
Late or missing refunds
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at hello@myfriendpaco.com.
Sale products
Sale products cannot be refunded.