Delivery and Returns

  • Delivery – How long does it take for orders to arrive at their destination?

    An order placed at Hazel usually takes 3 working days to be delivered in mainland Portugal, about 8 working days for orders shipped to Europe and between 7 to 12 days for orders to the rest of the world.

  • Delivery – How can I check the status of my order?

    After shipping your order you will be notified with the tracking number and the link where you can check the shipping status. If you have placed your order started, you can track that order from the “My Account” menu.

  • Delivery – Which countries does Hazel send to?

    Orders placed in hazelportugal.com can be shipped to almost every place in the world.

  • Delivery – When will my order be shipped?

    Orders placed in our Online Store will only be processed and shipped after payment. Dispatches are usually made no later than the third following business day after payment has been received.

  • Delivery – How much do shipping costs rise?

    Carrier costs depend on the total number of items and shipping address of your individual order. The final shipping cost will be calculated automatically for you when you place an order at the Hazel e-shop store.

    1st – Add the desired products to the shopping cart;
    2nd – Enter the shopping cart menu through the “Checkout”;
    3rd – Fill in the fields of our simulator in “Calculate Shipping” with Country of the shipping address;
    4th – Select the ‘Update’ option that will calculate shipping costs.

  • Returns – What should I do if my order arrives damaged?

    After delivery, you should carefully review your item. If you notice that you are not in perfect condition, please hand it back to the carrier and clearly state the reason for the return. Please note that online orders will only be shipped after we have successfully confirmed your payment.

  • Return / Refund

    • a) The User, in the event of a consumer, may exercise the right of return without any compensation being required, within 14 (fourteen) days from the day on which the consumer acquires physical possession of the article. In order to exercise this right, the User must indicate all his/her identification data. Communication must be made, by letter, by return of the purchased item, or by another means of proof appropriate and susceptible in the period defined above. The consumer shall, within 14 (fourteen) days from the date of communication of the resolution, return the articles to Hazel under the appropriate conditions of use. The packaging must be returned complete, since it has been delivered and accompanied by all the documentation received, in particular the following documents: sales invoice and the document proving receipt of the product. The packaging and the documents indicated must be sent to the address of the company’s headquarters and the respective shipping costs will be your responsibility.

    • b) After receiving the return at the head office, the User will receive a voucher of the amount corresponding to the amount paid for the order (value of the sales invoice). If you have used a promotional discount code, this amount will not be refunded, i.e. the voucher will only be for the amount actually paid.

    • d) In the absence of any of the components of the item sold or, if any of them is not in excellent condition, there will be no refund, and the product will be returned to the initial shipping address.

  • Manufacturing defect

    • In the event of a “manufacturing defect”, i.e. when there are irregularities in the products that, in principle, do not fall within the scope of their warranty, the User must return the product, together with a copy of the invoice and the form “Exchange Order/Return Form ” completed, within a maximum of 30 consecutive days from the date of the invoice, to the address of the company’s headquarters. If you choose other forms of return, your shipping costs will be your responsibility.

    • In order for the product to be changed, make sure that the packaging is complete, including the box (if applicable) and the transport packaging, containing all the components that constitute it, in excellent condition.

    • In the absence of any of the above elements, or if any of the components are not in excellent condition, there will be no exchange, and the product is returned to the User.