Do you have some doubts? Check here some common questions about our store.
Below are some of are common questions about orders
Select a product category.
Click on the product link you're interested in, to zoom in on the picture and information; product detail, stock, etc.
Select an article and add it to you shopping bag. You may decide then to keep on shopping or go to check-out.
If you decide to go to check-out, you may do so by registering or purchasing as a guest customer.
Select a delivery method.
Select a payment method.
Confirm your order.
You will then receive an e-mail confirming your order.
Visa, Mastercard, Multibanco, MB Way
The card may have expired. Please check that it is still valid.
You may have reached your credit limit. Contact your bank to check that you have not exceeded the authorized purchase limit.
You may have entered some information incorrectly. Check if you have filled all the required fields correctly.
Once an order has been dispatched it can no longer be cancelled.
If you do want to cancel it anyway for any reason, please contact Customer Service by e-mail or our mobile number as soon as possible, so we can assist you swiftly.
Shipping & Returns
Below are some common questions about shipping, returns, and exchanges
Deliveries to Portugal and Spain between 3 to 5 working days after the order has been processed.
Deliveries to other countries up to 15 working days after the order has been processed.
To initiate a return, you can contact us at firstname.lastname@example.org.
Returns are always accepted when the piece is in perfect condition, with its original packaging and no more than 15 days have passed since you received the order.
The refund will be made in the same way that the payment was made within 15 days of receiving the product. Returns must be sent to our address under the responsibility and responsibility of the buyer, attaching the receipt of purchase.
Rua da Misericórdia 66, 1200-334 Lisboa. Portugal
To justify your return, we recommend that you always keep the receipt of the courier service as proof of delivery of your packaging.
Shipping costs are not refundable, so the full value of the returned items is refunded, except for shipping costs.
However, if we sent you an item by mistake or defect, we guarantee a refund of your shipping costs.
In the case of articles with manufacturing defects, EMPATIA will replace the article with a new one with the same characteristics.
Once we receive and process your return, we will send you the appropriate refund.
Generally, refunds are processed within 3 days of receipt of your package and in an email addressed to you, we inform you of the receipt and process. Upon receipt of the e-mail, within 5 to 15 business days, the refund will be credited to your account. The time taken in the process will depend on your bank or your card issuer. Unfortunately, we cannot control this. You will receive the refund in the same original payment method used when you made the purchase. If we cannot credit the refund to your credit card, we will contact you to find an alternative refund method for your order.
STANDARD DELIVERY - 3,95 EUR / FREE (FOR ORDERS OVER 250 EUR)
INTERNATIONAL – SHIPPING VARY ACCORDING TO DESTINATION
In case your order is not delivered, please contact our customer service through the e-mail email@example.com.
Below are some common questions about our products
To check the size guide of each product, you should open the product and open the section (below the gallery) "SIZE GUIDE".
If you should find the item you received does not meet your criteria or is faulty, please contact our customer service. We suggest sending an e-mail to firstname.lastname@example.org explaining the situation and, if possible, adding a few illustrative pictures of item in question. Our team will contact you as soon as possible.