Do you need help?

We have gathered the answers to the most common questions posed to the Ribrudi online store. However, if you do not find the necessary clarification, speak to us using our contact form.

Purchase Process:

How do I purchase an item?

Shopping at the Ribrudi online store is very simple. Start with “Login/Register” and scroll through the various families and categories.

You can also search by name or reference.

By clicking on a product, you will find all the information you need about it. Choose the characteristics, namely the color and quantity desired.

Add to shopping cart. Once a product has been added, you can continue shopping, adding more items to it.

If you wish, create your favorites list by clicking on the “decoration” shaped icon. Then, if you wish, you can consult your list of favorites and purchase them.

Can I place an order by phone or email?

It is currently not possible to make purchases by phone or email.

However, we will be happy to assist you during your purchase at the Ribrudi online store.

So, if you have any questions, please contact us at +351 910 068 000 or via email at loja.online@ribrudi.com.pt.

What items are always available?

The stock of products sold in the Ribrudi online store is carried out automatically so that no technical or human errors arise.

However, during the purchase, products may appear marked “Out of Stock”, in this case, you can use the “Notify me when the product is available” option so that as soon as stock is replenished, you can be notified and make the purchase.

What happens if the item I purchased is sold out between the date of purchase and the time it is processed?

If this situation arises, our Customer Support service will contact you to issue a refund for that purchase.

How can I be sure that my order has been completed?

To make sure that your purchase was completed successfully, you will receive a message on your screen, as well as a purchase confirmation email, which attests to its success.

Can I change an order that has already been completed?

If your order is already separated or in distribution, we will not be able to change the order.

However, you can return the items as soon as you have received your purchase.

If your order is still in the processing phase, we will be happy to accommodate your change request.

Enter your details, mentioning the order number, via email loja.online@ribrudi.com.pt.

Who should I contact if I have questions about my order?

Through the email address, loja.online@ribrudi.com.pt, you can always obtain additional information or clarify doubts, about the status of a purchase, characteristics of a product or even the provision of services.

Don't hesitate and contact us.

How can I apply a promotional code?

When finalizing your purchase, apply your promotional code in the field for this purpose.

When you click apply, you will see the discount value subtracted from the cart value.

Payment methods:

What payment methods do I have at my disposal?

Ribrudi offers you several payment methods.

You can select between: Multibanco Reference, MBWAY, Credit Card and Paypal.

Is making payments on Ribrudi Online safe?

For Ribrudi, security in online shopping is fundamental.

All transactions are carried out through secure payment systems.

Confidential payment data is transmitted directly and in encrypted form (SSL- Secure Sockets Layer) to the entity using a maximum security SSL certificate.

In what currency can I make the payment?

Sales prices published in the Ribrudi online store are presented in euros.

All purchases will be made in this currency.

If I have difficulties with payment, what should I do?

If you are unable to make the payment, you should check the details of the card you are entering or the Paypal account you are using.

If the situation persists, after confirming the data, contact us by email at the following address loja.online@ribrudi.com.pt.

If you have already confirmed that everything is correct, but are unable to proceed with the payment, contact us by email at loja.online@ribrudi.com.pt.

Shipping and Delivery:

Can I pick up my order in a physical store?

Picking up your order in a physical store is an option available at no additional cost.

If you wish to collect in store, select this option when completing your order.

You will receive an email and an SMS informing you that the order is ready for delivery.

To collect it, you must present your order number and an identification document.

Can I authorize someone to pick up my order in store?

Placing the order in a physical store can be carried out by another person as long as they are accompanied by the order number and an identification document.

What are the shipping costs?

How do the different types of delivery work?

In mainland Portugal you can opt for “collection in store” at no additional cost.

If you prefer a faster and more convenient solution, opt for “Home Delivery”, which has additional costs and is available on business days.

For more information, see “Shipping and Delivery”.

Can I choose to receive the order at an address different from the billing address?

The order delivery address can be different from the billing address if you wish.

Before proceeding to finalize the purchase, choose delivery to the billing address or another, indicating it in the field for this purpose.

Is order delivery scheduled?

When the order is ready for delivery, you will be contacted by the carrier via SMS or phone call.

At that time you will be informed of the day and time period in which the delivery will take place.

Do you deliver outside the country?

Ribrudi only guarantees shipping of products to mainland and island Portugal.

However, a user who does not reside in national territory, but who nevertheless wishes to place an order, may do so, as long as they indicate an address, to which the product can be shipped, in national territory.

There may be shipping exceptions, but always upon prior contact with Ribrudi via email loja.online@ribrudi.com.pt.

My order hasn't arrived yet. How should I proceed?

To monitor the status of your order, log in to “Start Session/Register”, then go to the “Orders” tab and check its status.

If you require additional information, please contact us by email at loja.online@ribrudi.com.pt.

Services:

Do you assemble/install/fix products?

In general, we do not provide assembly services or item installations.

However, we have developed an area of bespoke projects for curtains.

This service encompasses design, delivery and assembly within the geographic area for which the service is active.

For more information see “Decoration service”.

Guarantees, Returns and Order Cancellation:

Can I cancel my order?

If your order has not yet been processed, it may be cancelled.

You must contact us at loja.online@ribrudi.com.pt, indicating the order number, the product reference as well as the reasons for cancellation.

If the order is processed or in transit, it cannot be cancelled.

You can choose to return the purchase assuming the associated costs. This will apply in all cases, including orders placed during the free shipping promotion.

The respective return cost will be the equivalent of shipping costs without applicable discounts or promotions.

After your communication, our services will contact you.

The refund will be made using the payment method through which you made the purchase.

If you have chosen an ATM reference payment, your IBAN will be requested so that the refund can be made by bank transfer.

I received the product, I didn't like it/it wasn't what I expected/I regretted it. Can I return it?

In accordance with article 10 of DL nº 24/2014 of February 14, if you find that the product does not meet your expectations, you may return it within a maximum period of 14 days from receipt, without needing to indicate the reason for the devolution. However, the article must not be used, assembled or modified.

It must also remain in the original packaging and retain all accessories and instructions for use.

However, we inform you that, from the point indicated above, articles included in “Decoration service” and personal hygiene articles are excluded.

For further clarification, please contact us via our contact form or via the address loja.online@ribrudi.com.pt.

If a product is missing a part, what should I do?

If you receive a product that is defective or incomplete, please contact us using our contact form or at loja.online@ribrudi.com.pt.

You must submit the complaint within 14 days of receiving the order and explain the incident, and must be provided with the invoice and product reference.

When I received the product I found that it had a manufacturing defect. How should I go about returning it?

If you receive a product that is defective, or is missing parts, please contact us via our contact form or via the address loja.online@ribrudi.com.pt.

You must submit the complaint within 14 days of receiving the order and explain the incident, and must be provided with the invoice and product reference.

After your contact, our services will evaluate the case and determine whether there will be a replacement of the product, replacement of parts or another type of solution.

Please note that it will not be possible to process the return if the product has been fully or partially assembled, altered and/or used.

In this case, only missing parts will be replaced or parts that are defective will be replaced.

When the product was delivered by the carrier, I noticed that it was damaged during transport. How should I proceed?

Always ensure that the packaging and general condition of the item are in perfect condition. If you notice that something is damaged, you may refuse delivery or, upon accepting it, make a mandatory note on the carrier's merchandise receipt document of the evidence found, under penalty of Ribrudi not accepting the claim afterwards.

If you wish to make a claim for damage to the item caused by transport, you have 48 hours from the date of receipt to do so.

After this period of time, Ribrudi is not responsible for any damages that may have resulted from transportation. Get in touch with us through our contact form, through the address loja.online@ribrudi.com.pt or through our Customer Support line.

When and how is the refund made?

The refund, when applicable, will be made after validation of compliance with the return conditions described in the “Terms and Conditions”, with Ribrudi having a period of up to 14 days for this purpose, from the moment it receives the returned items.

The refund will be made using the payment method through which you made the purchase.

If you have chosen an ATM reference payment, your IBAN will be requested so that the refund can be made by bank transfer.

(Note that the deposit may take a while to be visible in your bank account, depending on the payment method).

Privacy Policy:

What happens to the personal data I provide?

Ribrudi is committed to protecting the privacy and confidentiality of the information and personal data you provide to us, which will be used to serve you better.

For more information in this regard, you can consult our Security and Privacy Policy.

Claims:

I intend to make a complaint. How should I proceed?

If you wish to submit a complaint, you have two options: you can do so directly with us, via our email loja.online@ribrudi.com.pt, or through external entities, following the respective link Online Complaints Book.