Find quick answers to the most frequently asked questions about purchases, payments, shipping, exchanges and returns.
FAQS
How can I place an order?
Select the product and the relevant options, add it to your cart, enter the requested information, choose the delivery and payment methods, and confirm your order.
Which payment methods are available?
The available methods, displayed at checkout, are Multibanco, Payshop, MB WAY, credit card, EuroPix, Google Pay, Apple Pay and Pagaqui.
When is the order confirmed?
The order is confirmed after the payment has been validated. The customer receives a message at the email address provided during the purchase.
How long does delivery take?
The total delivery timeframe is the sum of the order preparation time and the transit time. The latest estimates are available on the Orders and Deliveries page.
How are shipping costs calculated?
Shipping costs are calculated automatically at checkout, before the purchase is confirmed, according to the destination, weight and available shipping method.
Can I change or cancel an order?
The customer should contact suporte@crivoportugal.com as soon as possible. Once the order has entered preparation or has been dispatched, it may no longer be possible to change or cancel it.
Can I return a product?
Yes. Without prejudice to any legally applicable exceptions, the consumer may exercise the right of withdrawal within 14 days of receiving the order. Please refer to the Exchanges and Returns page.
Who pays the return shipping costs?
For a return made under the right of withdrawal, the return shipping costs are borne by the customer. In the event of a non-conforming product or an error attributable to CRIVO®, the situation will be reviewed and the applicable costs will be covered by CRIVO®.
Can I exchange a product?
Exchanges are processed by returning the original product and placing a new order. The customer bears the return shipping cost, and CRIVO® offers free shipping for the new order after the return has been approved and in accordance with the instructions provided by customer support.
What should I do if I receive an incorrect or defective product?
Contact suporte@crivoportugal.com as soon as possible, providing the order number and photographs that allow the situation to be assessed.
Can colours vary?
The photographs aim to represent the products as accurately as possible. However, slight differences in colour or texture may occur due to lighting, the screen used and the characteristics of the materials.
