It is possible to cancel your order if it hasn’t been sent. Contact us and we will help you. If your order has been sent, you will have to return the products in order to receive a refund. The freight will not be refunded. It is not possible to change your order once it has been submitted. This also includes changing the size or color of a product, removing an item, changing the delivery address or payment method. All packages are sent via certificate ordinary post from our warehouse in Lisbon. Your order will be sent within 3-7 working days after it has been placed.
The normal delivery time from the package to leave our warehouse is:
- 1 working day to Portugal
- 1 – 10 working days to Europe
- up to 20 working days to the remaining destinations
If delivery is not possible for any reasons, the package will be returned to us.
You can have your package delivered to your work address if this is more convenient for you. This should just be included as Delivery Address. Please note that it is not possible to make a delivery to a PO box.
Orders that are returned to us due to an incomplete or incorrect address provided will not be returned to the customer and will only be resent at the customer’s expense. Additionally, orders that are abandoned by the customer for any reason will not be returned to the customer and will only be resent at the customer’s expense. Please send us an e-mail if your package has not been delivered in the calculated time span.
Shipments to non EU countries
Please note that local charges (sales tax, customs duty) may occur, depending on your region and local customs duties. These charges are at the customers own expense. We have no control over these charges and cannot predict what they may be. Customs policies vary widely from country to country; please contact your local customs office for further information.
Tracking your order
When your order is ready to be shipped we will inform you by email along with the tracking number.
By CTT Expresso Tracking tool
Returns & exchange
Please contact BirdWalk before returning any items
We work hard on design and manufacturing and want you to be happy with our products, certainly the product that you will receive will exceed your expectations. Nevertheless have in mind that most of the production process is handmade, given so, when buying a handmade product you agree to receive a product with some very minor irregularities in terms of shape. Also we cannot guarantee that the colours shown on the website exactly reproduce the colours of the actual product. This partly depends on the colour reproduction on your computer. At the complaint, the customer contacts BirdWalk and gives relevant information and the reason for complaint.
We want all our customers to receive high quality products. If there is something wrong with the product you have received or if your delivery is not identical to your order (wrong product or if a product is missing), immediately contact us. Please include as many details as possible including your order number as well as a picture if there is something wrong with one of the products.
If you are not completely satisfied with your product, simply return the unused product in its original unbroken packaging within 14 days of receipt for a refund.
We can only accept your return if the goods are absolutely unused and in the original condition, the package cannot be broken, the product must have the hangtags and all enclosed documentation. Otherwise it will not be possible to obtain a refund. We are sure you understand that if we receive a used item from you (even if it is used for only one day) it will show and due to our strict guidelines we won’t be able to accept the return. So in the unlikely event that you decide that the product is not for you after using and testing it, we recommend to pass it on to a friend or try and sell it privately.
When we receive the product, we will refund the value of the purchased product, but not the original freight. If you prefer we can create a store credit for your next purchase with the refund amount.
How to return a product
Please note that when you return a product it is very important to state the order number as well as your name and address. Without these details we will not be able to process your refund. Furthermore, a detailed description of the problem is necessary – if you have a claim.
Make sure to include your contact information with the return, and if possible, please provide us with a tracking number. If you paid by invoice, we will need a bank account number to transfer the money back to.
The costs for returning an item are the responsibility of the purchaser. Only the purchase price of a returned item will be refunded or we can create a store credit for your next purchase. Any duty or taxes that have been paid, as well as the original shipping charges, will not be refunded.
If you have any further questions on our Return or Exchange policy, please feel free to contact us at any time.
Thank you for your understanding.