FAQS
Delivery
How do I place an order?
Do I have to register to place an order?
It's not mandatory. You can make a purchase without registering.
Can I track my order?
Yes. After completing your purchase, you will receive your order number by message and email. You will thus have access to all the shipping states of your order, in constant connection with the carrier in question.
Can I change or cancel my order?
Yes you can. However, you can only do this before the order is shipped. To cancel or change your order, you can quickly contact us through our social networks or through our email: weare@onfleek.pt.
How are orders shipped?
Your order will be delivered by DHL. If in 4 days you haven’t received your product, contact us.
There is a problem with my order.
If you notice that we have made a mistake with your order or if for some reason you are not satisfied with your order please contact us through our social networks, or by email: weare@onfleek.pt
Is it safe to order online?
ONFLEEK STORE uses one of the most secure online ordering systems available and is constantly improving its software in order to offer its members the greatest possible security. We have an important responsibility and commitment regarding the security of our website and the protection of the data of our customers and visitors. Therefore, we use a server certificate - also known as a digital certificate - that secures our identity as well as encryption of Secure Sockets Layer (SSL) data transmission. See our Privacy Policy.
How do I pay?
We offer several methods of payment:
- Credit Card: Visa or MasterCard. Once your payment is made, your order is automatically processed.
- Via Paypal: Payment with Paypal account. Once your payment is made, your order is automatically processed.
- Payment on Delivery: This payment method is only available for Portugal and Spain.
How much is the shipping cost?
Group One: Austria, Belgium, Denmark, France, Germany, Ireland, Italy, Luxembourg, Netherlands, UK.
- From 0€ to 60€ - 6€
- From 60€ up - Free
Group Two: Bulgaria, Croatia, Czech Republic, Estonia, Finland, Greece, Hungary, Latvia, Lithuania, Poland,Romania, Slovakia, Slovenia, Sweden.
- From 0€ to 80€ - 8€
- From 80€ up - Free
Group Three: Norway, Switzerland.
- From 0€ to 60€ - 6€
- From 60€ up - Free
The product is out of stock. Will you sell it again?
We repeat the stock several times, and if this happens, we announce in our social networks all products available again.
Do we have a size guide?
Yes. Each brand has its size guide, so we provide all the necessary information on the Sizes Guide link available at the bottom of the page.
How long does it take to get my order?
Depending on your country it might take up to 5 working days for your order to get to you. You will receive updates on shippment through email or message. All structural or physical impediments will be notified by us via email.
How is the delivery done?
Your order will be delivered by Chronopost. After the delivery of your order from our warehouse, you will receive a message and an email with the day and time of delivery of your order. If in the first delivery you are not at the indicated address, a new delivery will be made the next day. If you do not receive your order within 4 days, please contact us.
Can I return a product?
100% satisfied or we will refund your money.
Yes. You can, if you have given up the purchase or wish to change the size, you can return it within a maximum period of 15 days after receipt of the product. However, the right to return only occurs if the products:
- They have not been washed or used;
- Have not been tampered with and retain the identification tag.
How do I return a product?
Step 1: Put the item in the same packaging
Place the item in the same packaging. The article must follow with its price tags, without any trace of use, and its invoice or proof of purchase. Any product that has been damaged or that shows signs of use, does not give right to the refund. Then seal the packaging with the label 'RETURN' provided.
Step 2: Scheduling the Product Pick up
To collect the product, contact us through our social networks or email: weare@onfleek.pt
Step 3: Refund
After receipt and analysis of the product, we will refund (if the refund is valid), within a maximum of 15 days from the date of receipt of the order. You can choose to be reimbursed through a discount voucher or through the original method you used to pay for your order.
I received a defective product. What should I do?
We guarantee the satisfaction of our customers and do not want them to buy products that may have escaped quality control. Therefore, if you feel that we have sent you a defective product, please notify us the defect through our social networks or email: iweare@onfleek.pt.
What are the costs of the exchange or refund?
Exchanges:
- In your first exchange, the shipping costs are free. If it’s na exchange for a more expensive product, you only pay the difference of the value of the products.
- In your second exchange, the value is 12.00€ of shipping costs if the value is inferior or equal to the value to return. If the value of the order to send in exchange is bigger than 60.00€, the shipping costs are 6.00€.
Refunds:
- If you wish a refund via a discount voucher, the shipping costs are free for orders of more than 60.00€.
- If you wish a refund via Paypal or credit card, we’ll take the costs of returning to the ammount to refund: 30.00€ for Switzerland, Norway and 15.00€ for Austria, Belgium, Denmark, France, Germany, Ireland, Italy, Luxembourg, Netherlands, UK, Bulgaria, Croatia, Czech Republic, Estonia, Finland, Greece, Hungary, Latvia, Lithuania, Poland,Romania, Slovakia, Slovenia, Sweden.
When will I be refunded for the returned product?
After a technical evaluation of the returned product, the refund will be made within a maximum of 15 days.
Did you receive my return?
Once your return is processed by our warehouse, you will receive an email with this notification. If you do not receive this email within 10 days after sending the return, please contact us at weare@onfleek.pt or any of our social networks.
How will I be refunded?
You can choose to be reimbursed through a discount voucher or through the original method you used to pay for your order.
- Discount voucher: If you opt for the discount voucher, a code will be sent to your email to discount the refund amount on the next order.
- Original payment method: in the case of payment by credit card, the refund will be made on the card itself and can be verified in the next extract; On payment by Paypal, the refund is made in your Paypal account. If you choose this method, we’ll take the costs of returning to the ammount to refund: 30,00€ for Switzerland, Norway and 15,00€ for Austria, Belgium, Denmark, France, Germany, Ireland, Italy, Luxembourg, Netherlands, UK, Bulgaria, Croatia, Czech Republic, Estonia, Finland, Greece, Hungary, Latvia, Lithuania, Poland,Romania, Slovakia, Slovenia, Sweden.
When will I receive the product replacement?
A technical evaluation will be carried out on the returned product. After this evaluation, we will process the replacement of the product and we will send you an email informing you of the sending of the new product.
Why have I been reimbursed instead of replacing the product?
When it is not possible for us to send the replacement of a product due to a stock breach, we will reimburse the total value of the product.
What is and how do I subscribe to the newsletter?
The newsletter is a periodic email, sent to your mailbox, whose content may contain promotional campaigns, product news or special offers. You can subscribe to our newsletter in the field Subscribe to our Newsletter at the bottom of the page, without the need to register.
How do discount codes work?
The discount codes are generated for refunds or promotions, usually sent through our newsletter, which you can insert before finalizing the order. The discount will be made automatically at the checkout.
How does the gift voucher work?
You want to give someone a gift, but you do not know what to give? Offer an ONFLEEK STORE Gift Certificate with a personalized message. The vouchers are delivered by email and contain instructions on how to use them at Checkout. Our vouchers do not have any additional processing costs.
More doubts?
Write us an email to: weare@onfleek.pt