Shipping & Return & Exchange Policy
All purchases made on the website www.lacadivas.com are subject to Portuguese legislation (Decree-Law No. 24/2014).
**SHIPPING
We are a European independent brand based in Lisbon, Portugal.
If the product you ordered is in stock it will be shipped no later than two days after purchase by our shipping partners CTT or DHL. The carrier would be, CTT Expresso (Portugal) or DHL GoGreen Express International (carbon-neutral) for all other countries. Please bear in mind that our products are all handmade and our team works really hard to ship all orders as soon as possible but delays can happen.
You will receive an automatic email with your tracking number as soon as your order leaves our facilities. Give it some hours before check it - it may not appear immediately on the system.
If you didn't receive your product in the estimated time please and email us to support@lacadivas.com
**SHIPPING COSTS
- Portugal – 5€ (1-2 Business days)
- Portugal Islands – 5€ (1-3 Business days)
- Spain – 7€ (1-3 Business days)
- UE (DHL)- 15€ (3-9 Business days)
- UE Express (DHL GOGREEN) - 25€ (1-3 Business days)
- REST OF THE WORLD
- DHL GOGREEN EXPRESS INTERNATIONAL (carbon-neutral) - 25€ (1-3 Business days)
We currently do not offer pre-paid duties and taxes so please be aware that if your shipping address is non-EU it could incur customs charges.
**SECTION 1 - PRODUCT EXCHANGES AND RETURNS
Exchanges and returns of purchases made in the Lacadivas Swimwear online store are accepted within 15 consecutive days (this period starts from the moment the carrier delivers the order to the customer or to a third party). It is mandatory that the item is delivered in perfect condition, in the same way as it was sold, and accompanied by the respective labels, packaging, and any other elements that were part of the shipment.
Exchanges and returns will not be accepted for items that have been altered, washed, used, have an odor or are in any way damaged due to improper use.
Lacadivas Swimwear is not responsible for the misuse or incorrect washing of its items. We always suggest consulting the 'washing care' section. Before each purchase, we also recommend checking the 'size guide' section to make the most informed purchase possible. The customer support team will be available to help with any questions you may have.
It is the customer's responsibility to pay the shipping costs for items to be exchanged or returned (sent to our atelier), except in the case of exceptions (error in the order or defective item). Our store cannot be held responsible for any losses in this process. If items are lost in the process, no exchange or refund will be made. To be on the safe side, the package must be sent by registered mail to our address (provided by e-mail). However, the subsequent shipment of the exchange item is the responsibility of the brand (shipment to the customer).
With regard to exchanges or returns to non-EU countries, Lacadivas Swimwear is not responsible for delays or costs associated with customs, which are the responsibility of the customer, except in the case of foreseen exceptions (error in the order or defective item).
**SECTION 2 - EXCHANGE PROCEDURE
Please note that all exchanges must follow the process described below.
If you wish to exchange an item purchased from Lacadivas Swimwear, please contact our customer support team at support@lacadivas.com within 15 days of receiving the order. You must indicate in the e-mail that you want an exchange and the following information:
1. Name used for the purchase
2. Order number
3. Reason for exchange
4. Size/color of the item you wish to receive
5. Shipping address for your new item
Please note that we can only accept exchanges for items that are still in their original condition. We remind you that items for exchange must be accompanied by their original accessories, as mentioned above.
Please use the original packaging we send, there's no need to produce more waste!
Please check in advance whether the item you wish to exchange is available on our website. If the item requested for exchange is out of stock, the exchange will be processed as soon as we have the item back in stock (all exchanges have stock priority). The time depends on the production line and usually varies between 3 and 10 working days (please be aware that production delays can happen). You will receive a shipping confirmation with your new tracking number by email as soon as it leaves our workshop.
As soon as the order is received in our atelier, it will go through quality control and then we will send the requested items to the shipping address initially indicated within 5 working days. If the item you want is more expensive than the previous one, you will need to pay the difference by bank transfer.
If you send items for exchange without contacting customer support, they will not be received as such.
**SECTION 3 - RETURNS PROCEDURE
Please note that all returns must follow the process described below.
If you wish to make a return of an item purchased from Lacadivas Swimwear, please contact our customer support team at support@lacadivas.com within 15 days of receiving the order. You must indicate in the e-mail that you want a return and the following information:
1. Name used for the purchase
2. Order number
3. Reason for return
4. IBAN to receive the refund amount
Please note that we can only accept returns of items that are still in their original condition. We remind you that returned items must be accompanied by their original accessories, as mentioned above.
Please use the original packaging we sent, there's no need to produce more waste!
As soon as the order is received in our atelier, it will go through quality control and then we will proceed with the refund to the IBAN provided. Refunds will be processed within a maximum of 10 working days of receipt of the item at our workshop.
Only the value of the chosen item will be refunded, excluding any shipping costs paid by the customer. Lacadivas Swimwear will not pay any taxes or customs duties for returned items.
Products on Sale: Items with more than a 20% discount can only be returned for store credits or exchanges, not for a refund. Any products listed as final sale (outlet) cannot be returned or exchanged.
Promotional Offers: If you placed your order during a "Buy X, get 1 free" promotion, we will only refund returns of more than 1 item. If only 1 item is returned, we will issue a store credit as you received an item for free.
If you send items back without contacting customer support, they will not be received as such.
**SECTION 4 - REFUNDS WITH KLARNA
Refunds will be processed within 5 to 7 business days. Once Lacadivas registers your return or cancellation, you will receive your refund according to the refund policy.
Good to know: Refunds are processed differently depending on the status of your payment schedule, how much you have paid, and whether we process a full or partial refund. Note: According to the terms and conditions, express shipping fees are non-refundable.
**SECTION 4.1 - FULL REFUND:
Once a full refund for your order is registered, any remaining payments will be canceled, and the amount already paid will be refunded to the provided bank account.
**SECTION 4.2 - PARTIAL REFUND:
If the partial refund is greater than the remaining balance of your order, the refund amount will be credited to the original form of payment.
If the partial refund is less than the remaining balance of your order, the amount will be deducted from the remaining balance and distributed evenly across the remaining payments. You can view all updates to your payment plan in our app.
**SECTION 5 - WAITING FOR YOUR REFUND?
Depending on your financial institution, it may take up to 14 days for the refund to appear in your account. To check the status of your refund, first ensure that Lacadivas has updated your payment plan accordingly, and then verify the refund to your original payment method.
If you have not received the refund after 14 days or if your original payment method is linked to a closed bank account, please contact customer support. If your payment plan has not yet been adjusted by Lacadivas, contact Lacadivas directly at support@lacadivas.com to confirm the return or cancellation of the order.
**SECTION 6 - MANUFACTURING DEFECT
If a product you purchased from our online store has a defect, we sincerely apologize. Please contact our customer support team via email at support@lacadivas.com with the following information:
1. Name used for the purchase
2. Order number
3. Name and size of the item
4. Description os the defect
5. Clear photographs of the defect
The photographs and description of the defect will be analyzed by our quality control team. If a manufacturing defect is confirmed, the customer support team will contact you to arrange for the item to be sent to our atelier (at no cost to you).
Upon receiving the item at our atelier, the defect will be re-evaluated by our team. If it is confirmed to be a manufacturing defect, the customer support team will inform you of the estimated time frame for repair or replacement of the product.
If it is determined that the issue is not a manufacturing defect but rather due to misuse by the user/customer, Lacadivas Swimwear will not proceed with the repair, and the cost of shipping the item back to the customer will be their responsibility.
**SECTION 7 - CUSTOMS FEES FOR RETURNS OUTSIDE THE EU
If you are returning a product from outside the European Union (EU), please note that Lacadivas is not responsible for any customs fees incurred during the return process. All such fees are the sole responsibility of the customer.
**SECTION 8 - CUSTOMS AND DUTIES
Be aware that your country or national postal service may charge additional customs fees, import taxes, or handling fees. Lacadivas is not responsible for any applicable taxes, value-added taxes (VAT), import consumption taxes, or handling fees charged to you by your country or postal service. Lacadivas is legally required to declare the full value in euros paid on international shipments. If an order is returned to the sender because it was refused by the recipient or not collected at the pickup point, the order may not be eligible for a refund. If issues arise, please contact your local postal service or customs office.
**SECTION 9 - CONTACT
Lacadivas Swimwear is available to clarify any questions regarding data protection and processing, or to respond to inquiries. Please do not hesitate to contact our Customer Support team using the following details:
- Brand Name: Lacadivas Swimwear
- Founders: Tatiana Lucas & Paulo Romão
- Email: geral@lacadivas.com
- Email Support: support@lacadivas.com
- Physical Address: Rua dos Fragateiros, Setubal, 2860-643 Sarilhos Pequenos, Portugal
- VAT Number (Tatiana Lucas): 234338881