Shipping and Returns
Returns and exchanges
Your order will be dispatched within 1 - 3 business day unless you are buying something in pre-order. In that case, we will hold the other items so we can send the complete order together. You may request multiple shipments in this scenario to receive your other items sooner by contacting us at email@example.com.
When placing an order on our website for an item that is not yet released (available for pre-order), your credit or debit card is authorised and charged for the full amount of the order. You can place an order containing both pre-order and in-stock products. In-stock products will be shipped according to pre-order delivery time. But you may receive your products separately depending on their availability date.
Due to customs limitations we don´t ship to Switzerland, India and Brazil.
Our services to Russia and Belarus have been suspended, which is why we are also not accepting shipments to those countries until further notice.
Handling and shipping
Delivery is made from monday to friday during working hours. If you are not at home we recommend that you gave us an alternative address. If you choose to refuse your order package, you will be responsible for any duties, taxes and/or customs charges that are incurred and the cost of returning the package to our portuguese address. This amount will be deducted from your refund. If the costs are bigger than the cost of order your order will be abandoned.
We are based in Portugal (Europe), so please note that the customer is responsible for the payment of any extra duties, customs, import charges or taxes imposed by the destination country. No charges or customs will be applied to orders delivered to countries within the European Union.
Please double check all personal and postage details when completing your order as Erelisbon does not take responsibility for missing packages (phone number, correct email, door number, ...). We may not accepted deliver to PO.
Your returned items must arrive at our office within 14 days after you receive them. We do not offer free returns. Custom products, such as engravable, cannot be returned.
You may receive a refund of your purchase price before shipping costs once the item has been returned in its original condition. We don´t accept exchanges.
If our tests prove that the items were already worn or changed (except for fitting purposes), we will not accept them. The items will be sent again to the customer, with no warning.
We are not responsible for returned items lost in the mail or customs, so please collect your tracking information for good measure.
Please send us an email to firstname.lastname@example.org to get the information for your return.
After we receive the items, allow 1-7 business days for refund, without shipping costs.
The pieces you want to exchange must reach our adress within a maximum period of 14 days after receiving them. We do not offer free exchanges or prepaid tags.
After we receive the pieces, you will receive a code (gift card) via email with the value of your purchase without shipping costs included. If our testing proves that the parts have already been used or altered (excluding tryouts) we will not accept the exchange. Parts will be returned to the customer again without any notice.