Delivery and Returns

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

    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 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.

    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

    • a) The User, in the event of a consumer, may exercise the right of return within 14 (fourteen) days from the day on which the consumer acquires physical possession of the article. To exercise this right, the User may make the request by Whatsapp Chat or email to The consumer must, within 14 (fourteen) days of receipt of the item(s), notify Hazel of the withdrawal and return the item(s) to Hazel in the appropriate conditions of use. 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) After receiving the return at the head office, the User will be refunded the value of the item purchased using the same means of payment that was used in the initial transaction. If you have used a promotional discount code, this amount will not be refunded, i.e. the refund will only be for the amount actually paid in cash.

    • 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.