FAQ
1 - My orders
How do I check my order status?
After completing the purchase, Loja Três will send you three emails. The first is the confirmation of the order received, the second is the payment confirmation and the third is the shipping notice with tracking code. You can also access your account by logging in and accessing 'my orders' for tracking and status updates.
How do I track my order?
To track the status of your order, login and click on 'My Orders'. In this page, you can track your order and follow up on the process. It is important that you use the same email address used when purchasing to verify the order.
How do I check my order history?
To view your order history, you need to be logged in and click on “my orders”.
My payment has been approved. Where is my tracking number?
The preparation, packing and shipping process is usually very fast. However, on seasonal dates, delays may occur. This does not necessarily mean that your order has a problem. Always remember to check the final delivery date.
My order is late. How to proceed?
First, please check if the delivery deadline has really expired. The deadline starts counting one business day after the payment approval date. If the deadline for delivery, after payment confirmation, has expired, please contact us on our email callcenter@lojatres.com so that we can analyze the situation with the carrier and ensure that it is resolved as soon as possible.
Why was my order canceled?
Contact our call center so we can identify the problem and analyze what happened.
Can I change my order?
Our system does not allow us to make any changes to the order after the purchase has been completed. If you wish to cancel the purchase in order to redo it, it is important to contact our call center quickly, so that we can check if it is possible, since after invoicing we cannot cancel the order, only accept a return. It is good to remember that in both possibilities we cannot guarantee the availability of the products.
Can I cancel my order?
To request the cancellation of the order, we ask that you contact our Customer Service as soon as possible after completing the order, as our invoicing and shipping process is fast, the cancellation option may no longer be available in our system. After billing, the system will not allow you to cancel the order. Therefore, we advise you to refuse the order so that it returns to our distribution center and we can resend it or, if you prefer, proceed with the return process and consequent reimbursement.If this is not possible, when you receive the package, contact our Customer Service, so that we can advise on how to return it free of charge.
How long does it take for my order to be approved?
All orders from Loja Três go through a review process before approval for security reasons. The process takes up to 2 business days. This prevents purchases made without your authorization from being incorrectly charged. Once the review is complete, you will receive an email informing you of the order approval.
If you have any questions, please contact our Customer Service through the e-mail: callcenter@lojatres.com
2 -Delivery
Can the delivery be received by a third party?
Yes, just sign the carrier's delivery receipt.
Does Loja Três deliver abroad?
Yes, Delivery methods and deadlines may change depending on the time of year. The dates shown are merely indicative. Any delay in the dispatch of items in relation to the estimated dates shown, which are merely indicative, does not entitle the Customer to any compensation.
| Shipping Zones | Country | Price |
Delivery time
|
| Zona A | Portugal Continental | €4,95 | 1-2 dias Úteis |
| Zona B | Espanha Continental | €5,95 | 1-2 dias Úteis |
| Zona C | França | €9,95 | 3-5 dias Úteis |
| Zona C | Alemanha | €9,95 | 5-7 dias Úteis |
| Zona D | Austria | €11,95 | 5-7 dias Úteis |
| Zona D | Bégica | €11,95 | 5-7 dias Úteis |
| Zona D | Chéquia | €11,95 | 5-7 dias Úteis |
| Zona D | Dinamarca | €11,95 | 5-7 dias Úteis |
| Zona D | Itália | €11,95 | 5-7 dias Úteis |
| Zona D | Luxemburgo | €11,95 | 5-7 dias Úteis |
| Zona D | Holanda | €11,95 | 5-7 dias Úteis |
| Zona D | Polônia | €11,95 | 5-7 dias Úteis |
| Zona D | Eslovénia | €11,95 | 5-7 dias Úteis |
| Zona D | Eslováquia | €11,95 | 5-7 dias Úteis |
| Zona E | Bulgaria | €12,95 | 5-7 dias Úteis |
| Zona E | Croacia | €12,95 | 5-7 dias Úteis |
| Zona E | Estônia | €12,95 | 5-7 dias Úteis |
| Zona E | Finlândia | €12,95 | 5-7 dias Úteis |
| Zona E | Grécia | €12,95 | 5-7 dias Úteis |
| Zona E | Hungria | €12,95 | 5-7 dias Úteis |
| Zona E | Lituânia | €12,95 | 5-7 dias Úteis |
| Zona E | Romenia | €12,95 | 5-7 dias Úteis |
| Zona E | Suécia | €12,95 | 5-7 dias Úteis |
| Zona E | Letónia | €12,95 | 5-7 dias Úteis |
We do not currently ship to non-EU countries
Deliveries and collections in Portugal are handled by CTT, DPD and GLS. In European Union countries by DHL Express, CTT, DPD, GLS
Deliveries are made from 9 a.m. to 6 p.m. on working days. Someone must be at the address indicated to receive the package. This service does not include the option of scheduling or making an appointment, so the order will be delivered without prior contact from the carrier. We do not guarantee this timeframe during periods of promotions, sales, Christmas and stock-outs.
How do I handle delivery problems?
First, please check if the delivery deadline has really expired. The deadline starts counting one business day after the payment approval date. If the deadline for delivery, after payment confirmation, has expired, please contact us on our email callcenter@lojatres.com so that we can analyze the situation with the carrier and ensure that it is resolved as soon as possible.
If the carrier is unable to deliver on the first attempt, two more attempts will be made before the order returns to our distribution center. If the order returns, please contact our Customer Service so that we can guide you through the process.
In case your package is misplaced before delivery at the registered address, the reshipment or cancellation of the order will be carried out after confirmation by the carrier, which takes place within a period of up to 14 working days.
Unable to deliver, what happens?
If no one can receive the order at the time of delivery, a new attempt is made the next day. If in this new attempt the carrier is not successful in delivery, the goods are returned to our distribution center.
If this happened to your order, please contact Customer Service.
What to check on delivery?
Upon receiving the order, check that the packaging has not been violated and that the products correspond to the order placed on our website.
If you have any discrepancies, please contact our Customer Service.
Can I change the delivery method?
After the order is completed, we are unable to change the delivery method.
If you need more information, please contact our call center and we will be happy to help you.
Can I change the delivery address?
If you have not yet completed the purchase on the website, when checking out, you can change your address by clicking on “change delivery options”, just below the address already registered.
What is the delivery deadline?
The deadline for receiving products purchased through our virtual store is informed in the delivery method chosen at the time of purchase and starts counting from the 1st business day following payment confirmation.
Loja Três will do its best to comply with the deadlines set out in this regulation. However, for reasons beyond our control, small unforeseen events may arise. In such cases, we will always try to advise customers of any delays.
If the order is misplaced before delivery to the registered address, the order will be reshipped or canceled after confirmation by the carriers, which takes place within a period of up to 14 working days.
Deliveries are made during business hours, Monday to Friday, 8 am to 6 pm.
Someone needs to be at the address to accept the order. We cannot schedule delivery times.
Return Policy
Loja Três will strive for your satisfaction when making your purchases in our virtual store. For that reason, we created a Return Policy that respects your needs and is based on the Consumer Protection Act.
These conditions make up the contracting clauses that you, the consumer, grant knowledge and acceptance by adhesion when purchasing. The act of purchase consists in the full agreement with the present rules.
It is important to note that you must immediately refuse to receive your product if:
- The order packaging is violated;
- The product is defective.
- The order is different from what was ordered.
Loja Três cannot be held responsible if your order is received without the above checks.
The return for a defective product is carried out in accordance with the conditions described in this policy.
Any and all returns processes must be communicated to the e-commerce team in accordance with the criteria listed in this policy.
Products purchased on our online store can be returned, through the e-commerce itself, through our call center, contact: callcenter@lojatres.com
We ask for up to 10 working days after receipt at our distribution center to analyze and return the contact to proceed with the return.
- In case of return of goods purchased during a sale, the credit value will be exactly the amount paid by the customer for the original order, that is, the value referring to the discount given by the sales will not be deducted from the value of the refund.
CHANGED YOUR MIND? RETURN/REFUND OF PURCHASE
You can return an order in a maximum of 14 (fourteen) calendar days, counted from the day you receive the goods. The products must not show any signs of use and/or washing, it must be in perfect condition and with the label affixed.
The purchase return procedures must be carried out exclusively by the online store.
To cancel a purchase, the customer must follow these steps:
1) Send an email with the following information to callcenter@lojatres.com:
- Name, order number and reference code of the product returned;
- After sending the information, the call center will contact you informing you of the information for posting, with the address and zip code where you should return the purchase.
We remind you that the product must be returned with the purchase label affixed, purchase receipt, in its original box, or similar, sealed and without the original postage labels.
Once the package returns to our distribution center, it will be analyzed by quality control. If everything is ok, the return process will be carried out and the credit card will be refunded. As soon as this happens, the call center will inform you by email.
GENERAL CONDITIONS
If the product does not comply with the conditions described in this Policy, the online store will immediately return the product;
- Products sent without prior notice to the call center will be returned to the consumer;
Warning:
Products from our lingerie line will not be returned, unless a manufacturing defect is confirmed by a technical report from the return analysis team;
- Loja Três is exempt from exchanging or repairing any merchandise when it is proven in the technical report that the alleged defects resulted from improper use;
- Under no circumstances will products altered by the consumer be received (wrist adjustment, hem, etc.) and it is not possible to return.
Defective product. What to do?
You must comply with the following conditions, in order for us to analyze your exchange:
- We do not receive products purchased more than one year ago;
- If the product is delivered with any apparent defect, when returned it cannot show signs of use and/or washing, and must be in perfect condition and with the internal label affixed;
- The merchandise will be analyzed by the responsible team within thirty calendar days, and a diagnosis will be presented. The parties may mutually agree to the extension of this period.
What is the reference code of my product?
This number is available on the inner label in the case of clothing and accessories or, if it is a shoe, on the tongue and/or inner side;
1) Describe the alleged defect of the product;
Inform the order number. If this is not possible, inform the ID number of the person who made the purchase so that it can be located in the system.
2) The online store team will contact you to inform you about the product exchange process. Please inform:
- the product to be analyzed;
- the purchase invoice number.
3) Communicate via the call center email that the post was made, also informing the shipping tracking code so that we can track it;
Once it arrives at our distribution center, the product will be forwarded to the technical analysis department at Loja Três, to be evaluated by a textile technician. If any manufacturing defect is found, the exchange will be authorized or, if possible, the repair will be carried out, without prejudice to the original characteristics of the product.
- Authorized exchange:
The customer may choose to receive the same item, as long as it is available, or choose to receive Store Credit in the amount originally paid to make a new purchase in the online store, or receive a full refund of that amount. Customer Service will inform you by email when the item is posted. If the customer wishes, they can request the tracking code for their follow up. - Unauthorized exchange:
When the technical report indicates the absence of a defect, the product will be sent back to the sender. The call center will inform you by email that the package was posted. If the customer wishes, they can request the tracking code for for their follow up.
GENERAL CONDITIONS
If the product does not meet the conditions described in this Exchange Policy, the online store will immediately return the product;
- Products sent without prior notice to the call center will be returned to the consumer;
Warning:
- Loja Três is exempt from exchanging or repairing any merchandise when it is proven in the technical report that the alleged defects resulted from improper use;
Product
How do I care for my products?
All our products have an internal label with washing instructions and special care information. We advise you to read the instructions carefully to ensure the longevity of the original characteristics of the product.
If you have any questions, please contact our Customer Service and we will be happy to advise you.
How do I find out my size?
All our products are measured. To find out the measurements in cm of each size, click on the 'SIZE CHART' link on the product page and access our measurement chart.
If you prefer, contact our Customer Service and we will be happy to help you.
- Under no circumstances will products altered by the consumer be received (wrist adjustment, hem, etc.) and it is not possible to return.
Product quality
We are always working to improve the quality of our products, evolving material compositions and developing new processes to extend their life cycle as much as possible.
Payments, vouchers and chargebacks.
How do I use my voucher?
Before finalizing a new purchase, follow these steps:
- Click on –VOUCHER – on the screen where you fill out credit card information;
- Enter the voucher code XXXX-YYYY-ZZZZ-YYYY in the space available and click add.
Warning:
- The voucher is linked to the ID of the purchaser and cannot be used by other persons.
How do I use my discount coupon?
Before closing your order, enter the code in the field – COUPON – in the shopping cart and click "ok". The discount will automatically appear in the purchase subtotal.
How do I receive a 2nd copy of my invoice?
Just contact our call center via the email: callcenter@lojatres.com
How will I receive my electronic Invoice?
The electronic invoice will be sent to your registration email once your order is invoiced for delivery.
Can I change the payment method after placing the order?
It is not possible to change the payment method after the order is closed.
Can I pay with more than one card?
Yes! At checkout, you can choose to insert more than 1 card for payment.
What are the payment methods?
The payment methods available in the online store are:
Credit Card: American Express, MasterCard, Visa, Multibanco, Mbway PayPal
Purchases made with a credit card will undergo an analysis by a specialized outsourced company. After analyzing this data and within a period of up to 2 working days, the request is approved or denied. If there is any discrepancy in the data, the order is automatically canceled. We emphasize that the system was put in place to prioritize customer safety. In some cases, however, the amount may appear on your statement. In these situations, the credit card operator itself will automatically remove the charge.
If by any chance the charge remains after this period, we ask that you contact our Customer Service through the contact form.
When will my chargeback appear on the card statement?
After confirming a chargeback request on our part, operators usually provide the credit of the amount on the invoice within 20 days. However, as each card provider has an expiration date, deadlines can be up to 2 invoices.
How do I receive a 2nd copy of my invoice?
Just contact our call center via the email: callcenter@lojatres.com
How do I receive a 2nd copy of my invoice?
Just contact our call center via the email: callcenter@lojatres.com
My profile
How do I change my registration email?
The email address is the only data that the online store system does not allow to change. If you want to change it, please register again. This also applies to emails that have been registered in error.
How do I include or exclude a shipping address?
Click on the My Account button and access My Addresses. You may include, exclude and change your delivery address. We only ask for essential information, so there is no need to register a billing address.
How do I recover my password?
The system does not allow password recovery, only changing it. For that, you must select the option “login with e-mail and password”, enter your e-mail and click on “do not have a password? register now.”. On the next screen, enter a new password, which must be at least 8 characters long, plus 1 number, 1 uppercase letter and 1 lowercase letter. If you prefer, you can click "Back" and choose another login option, such as receiving a quick access key via email, and logging in via Facebook or Google.
How do I change my password?
Select the option “Sign in with email and password”, enter your email and click on “Don't have a password? register now.”. On the next screen, enter a new password, which must be at least 8 characters long, plus 1 number, 1 uppercase letter and 1 lowercase letter. If you prefer, you can click "Back" and choose another login option, such as receiving a quick access key via email, and logging in via Facebook or Google.
How do I change my profile data?
Click the My Account button, access My Profile and click the Change data button. You will be able to change your email and edit registration information.
How do I check my order history?
To view your order history, you need to be logged in and click on “my orders”.
I didn't receive a password. How do I create one?
It's important to check that you typed your email correctly and also check your spam folder, some providers may block automatic messages.
How do I login?
There are four ways to log in: through Facebook, Google, by an access key sent to your email or with email and password. If you choose the latter option, on your first access to our site we will need you to enter your e-mail address, and then click on "Don't have a password? Register now". Unfortunately, for your security, our Customer Service will not be able to reset your password.