Delivery and Returns

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

    Hazel is a “made to order” brand, all our items are produced after they have been ordered. An order placed at Hazel usually takes 4 to 15 working days to be delivered to mainland Portugal and Spain, around 4 to 21 working days for orders sent to the rest of Europe and between 10 and 21 days for orders sent to the rest of the world.

    However, due to current circumstances that delay the delivery of raw materials there may be delays in shipments. Portuguese law and European standards agree on what is considered a reasonable time for delivery of parcels. A deadline of 30 days is set for delivery to be completed. After this deadline, you can consider it a delayed order.

  • 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 fifth following business day, after receipt of payment.

  • Delivery – How much do shipping costs rise?

    Carrier costs depend on the total number of items and shipping address of your individual order.

    For Portugal and Spain the shipping cost is €6 (VAT included), from €180 onwards shipping is free.

    For the rest of Europe the final shipping cost will be calculated automatically for you when making an order at the Hazel store.

    1º – Add the desired products to the shopping basket;
    2º – Enter the shopping basket menu via “Checkout”;
    3º – Fill in the fields of our simulator under “Calculate Shipping” with the country of the shipping address;
    4º – Select the ‘Update’ option which will calculate the 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

    • a) Hazel only issues refunds in the form of unexpired vouchers, as its products are exclusively made to order. The item(s) to be returned must be sent to the address of the company’s headquarters and the respective shipping costs will be your responsibility.

    • b) Once the return has been received at the head office, the User will be reimbursed the value of the item purchased via an unexpired voucher which they can use to make the exchange.

    • d) If any of the components of the item sold is missing, or if any of them is not in excellent condition, there will be no right to an exchange and the product will be returned to the original dispatch 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.

  • Order cancellation

    • Because we produce items to order, you can only cancel your order once production has started, and we have set a maximum deadline of 48 hours after confirming your order.