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frDelivery, deadlines, and transport:
Delivery times depend on several factors, but essentially vary depending on the type of product being manufactured. We do not have stock and we manufacture by order. On average, the manufacturing times are:
- Beds and mattresses: 15 (fifteen) to 20 (twenty) days - Sofas and armchairs: 30 (thirty) to 45 (forty-five) days - Furniture: 30 (thirty) to 45 (forty-five) days
After completed the order production, the delivery times depends on the addresses (Estimated timeframes):
- Portugal (continental) - 3 (three) to 5 (five) days after shipment.
- Islands (Azores and Madeira) - 10 (ten) to 15 (fifteen) days after shipment.
- Europe – 15 (fifteen) to 20 (twenty) days after shipment.
- Other countries - requires prior confirmation.
When the ordered items become available for shipment, the customer will be contacted by the carrier to schedule the delivery day. The transport is usually ensured by external carrier company and, in some cases, by Mola Solta Lda, when made in mainland Portugal. Outside continental Portugal, the transport is provided by external carriers.
Delivery to mainland Portugal is free.
Islands and Rest of Europe - The shipping costs will be calculated according to the residence area and the weight of the order. Shipping costs can be simulated before completing the purchase and will also be shown at the final stage of the purchase.
Usually, the carriers deliver the packages to the door of the building or house.
In case of a large-size order, the customer should arrange for help to transport the items into his home.
In case of deliver failure, the client will be contacted again to reschedule a new delivery. If this delivery is not successfully completed again, due to the inability to contact the customer, the goods will be stopped in the warehouse and, to be delivered again, there will be an extra transportation cost to be borne by the customer.
Yes, we provide assembly service in Continental Portugal - price under request. Please contact us through the provided contacts.
Yes, you can pick it up at our facilities. We are open weekdays from 9:00am to 12:30pm and 1:30pm to 6:00pm.
Cancellation and returns
The customer has 14(fourteen) days from the day he receives the items.
- The products must be returned in perfect condition, with complete original packaging and accompanied by the original invoice;
- We do not accept the return of any products after they have been used;
- All items will be checked upon arrival and only those that meet the return conditions will be accepted for exchange or refund;
- We reserve the right to refuse items that do not meet these conditions.
If you wish to return a product within 14 days (legal deadline), you must contact us at apoio@allkasa.com; the customer is responsible for bearing the full costs of returning the goods in the event of exercising the right of free termination of the contract.
Note: For hygiene and public health reasons, rest products (mattresses, toppers, pillows, and comforters) will not be accepted for return, except those with manufacturing imperfections.
No, we do not accept returns of customized products.
The return cost will be informed to the customer when the process is initiated. The customer is responsible for bearing the full cost of returned items. Alternatively, he may go to our warehouse and return the item at no extra costs.
Contact us immediately by phone or email and send some pictures showing the damage. If the defect was caused in transit, you should mention this on the CMR or on the shipping waybill, when you receive the item.
We will replace it as soon as possible and at no cost to the customer. To resolve this issue, please use the email apoio@allkasa.com or call customer Service on 926 809 687 (National mobile network call).
The pictures are taken to show the products in as much detail as possible. However, depending on your order, you may find differences in the products where the raw material itself and its manufacturing process influence the result.
Not that the colors displayed on your screen may not exactly match the final product, as they depend on the settings of the device itself.
We will exchange it for the correct item as soon as possible and at no cost to the customer. To resolve this issue please use the contact email or call Customer Service.
The customer can cancel the order up to 48h from the date of the initial order. After this deadline cancellation is no longer possible, since the manufacturing process has already begun at some stages.
The customer should contact us at apoio@allkasa.com, mentioning the order number and full name, associated with the order. We will send the document by email.
The money will be returned by the same payment method, used by the customer, to make the purchase, or by bank transfer if you paid by ATM reference.
Allkasa will issue a refund within an estimated 15 days after we confirm receipt of the item under the mentioned conditions.
Warranties
Allkasa products are covered by a legal warranty for a period of 3 (three) years, according to the Decree-Law nº84/2021 of October 18.
• Cases of incorrect/unintended use of the product or any of its elements.
• Cases of excessive sun exposure (it is not recommended to place upholstered articles directly exposed to heat sources or direct sunlight, except for products where the coating is suitable for outdoors)
• At no time should you apply or clean with products not recommended by Allkasa and/or that contain solvents, alcohol, or other aggressive substances. If you need further information, please contact our customer support.
• High humidity and temperature variations can also cause changes in the items conditions.
• The normal use of an article will have a natural consequence of wear and tear that comes from its use and usage, which will not be considered as a manufacturing defect, below are some examples:
- Foams with normal use, after a while they start to show some changes in hardness, becoming slightly softer;
- Natural skin with use has a tendency to change tone slightly and may even take on a different feel;
- The fabrics may present slight variations in tone with use;
- Woods with the passage of time naturally begin to change their color slightly, this is a characteristic of natural woods.
- Mattresses should be rotated 180˚ degrees every 3 months to ensure that they do not create sagging or "dimpling" during use. If your mattress can be turned to the opposite side, you should also turn it every 3 months.
When the product has manufacturing or finishing defects, transport damage (duly proven) among others, to be verified.