We inform the Customer, through email, about the shipping details, allowing him to track the order´s delivery. The estimated delivery times are:
- For Portugal mainland: 2 to 5 business days
- For Madeira and Açores: 3 to 10 business days
- For Europe: 3 to 10 business days
- For Rest of the World: 10 to 30 business days
Your order will be shipped within 2 business days after the receipt of payment.
The orders are sent through Express Delivery Shipping to Portugal mainland and Europe. For the portuguese islands (Açores and Madeira), deliveries are made by CTT.
At the delivery moment, the customer must check the goods. In case of any existing damage or malfunction, the client should refuse to receive the order and inform us through email: [email protected]
The client or receiver’s signature determines the order delivery as successful. THE KIND LAB shall not be liable for breaches of deadlines resulting from events which are not within it´s control.
Claims related to non-delivery of the goods, for reasons that are not the responsibility of the customer, must be communicated within 10 days of the shipment by email: [email protected]
Furthermore, in the cases in which a pre-paid item is returned to THE KIND LAB for reasons that cannot be attributed to the shipping company or to THE KIND LAB, the latter will reimburse the client, after deducing the costs of shipping
The return of orders already delivered are dealt with on a case-by-case basis, following simple procedures. If the customer is not satisfied with the products we deliver , The Kind Lab accepts them back within 14 days of receipt and refunds in full.
For this, returned products must be in the conditions in which the customer received them, without damages or anomalies.
Thus, the return requests should be sent, duly substantiated, to the email [email protected]. The cost of returning the goods is borne by the customer, with due exceptions.
The client has the right to complain and to return the received products if found that they are defective or if they are not according to the request that was made. The costumer must report the non-compliance to the email: [email protected]. If the complaint is substantiated, the value of the product and shipping costs will be refunded within 5 days. The refund of the returned products will be carried out soon after THE KIND LAB reception of them. To do this, the customer must provide us with their bank details so that we can transfer the money.
The client may opt to be reimbursed through his choice of payment method, or through the use of a coupon which may be used on our online store, in a future purchase. This coupon is valid for 6 months since it’s creation. After that deadline is met, no reimbursement applies. In the case the client chooses to be reimbursed through his elected method of payment, the client must provide us with his bank details.
The client will have to proceed with returning the purchased item(s) and request the respective reiumbursement of the specific order, following the instructions above, and then proceed to make a new order.