Frequently Asked Questions

Shopping at the FPF online store is easy – just 3 steps:

1 – Add the items you want to buy to your shopping cart;

2 – Fill in your delivery and payment details;

3 – Confirm your purchase.

All items in the store display their stock availability.

If the item you are looking for is unavailable, check whether a reservation is possible.

No, items are only reserved once you complete your purchase.

Ticket purchases must be made on the FPF ticketing page at https://bilheteira.fpf.pt/

To do so, you will need to create a new account if you are not yet registered on the ticketing platform. Register here: https://bilheteira.fpf.pt/Account/Register

View your orders and their status. If you have no record of the order or there is a problem with it, send us an email at portugalstore@fpf.pt

Yes. You may cancel your order by sending an email to portugalstore@fpf.pt, always including your order number.

The Portugal Store retains ownership of all installed and/or supplied equipment until full payment has been received.

- Paypal;

- Hipay;

- Bizum;

- Bank Transfer;

- Contractual Conditions.

Drawings, plans and other documents relating to the construction, installation, operation or maintenance of the supplied goods are the intellectual and industrial property of the Portugal Store and may not be passed on to any third parties or used by the CLIENT for any purpose other than the operation and maintenance of the supplied goods, without the prior written authorisation of the Portugal Store.

No.

If you accidentally receive an item you did not order, please contact our Customer Support team via Contacts or by email at portugalstore@fpf.pt.

View your orders and their status. If you have no record of the order or there is a problem with it, send us an email at portugalstore@fpf.pt

You will also be notified of your order progress by email.

Deliveries are carried out exclusively by companies selected and contracted by the Portugal Store; the Customer has no influence over this decision. We currently work with the carriers TORRESTIR and CTTEXPRESSO.

If an item allows reservations, this information will be displayed on its product page. Reserving items is as easy as making a purchase.

1 – Register as a user of the FPF online store;

2 – Add the item you wish to reserve to your shopping cart;

3 – Complete the payment for your order;

4 – Confirm the purchase.

As soon as the item becomes available, your order will be shipped to the address you provided.

Note: It is not possible to purchase in-stock items and reserved items in the same shopping cart at the same time. These purchases must be made separately.

You can pay for your orders by Credit Card (Mastercard, VISA and American Express) or PayPal.

Yes, all data is transmitted using SSL encryption. For credit card payments, you will need to enter the CVV (Card Verification Value), a code printed on the back of your card used as a security measure for online transactions.

Online store purchases may not exceed €999.99 per order.

If the value of your purchase exceeds this amount, you may split it into separate orders.

Online store orders are dispatched Monday to Friday, between 09:00 and 18:30.

Deliveries within mainland Portugal take a maximum of 3 business days.

For international deliveries and deliveries to the islands, the timeframe may vary between 3 and 12 business days, depending on the destination.

For registered purchases

At any time, log in to the online store and check your order status under "My Orders". You can track it in more detail under "Track Order", which will redirect you to the logistics carrier's website.

For guest purchases

Once your order has been dispatched, you will receive an email with a link to the logistics carrier's website. Keep this email or your order number so you can check the information at any time.

In Portugal

If the expected delivery date has passed, please check your letterbox.

If delivery was not possible, the logistics carrier will have left a notification so you can collect your order at the nearest pick-up point. The notification will state the number of days you have to collect it, which may vary between 3 and 5 business days.

If you cannot locate your order and have not received any notification, please contact us.

International

If the expected delivery date has passed, please check your letterbox.

If delivery was not possible, the logistics carrier will have left a notification so you can schedule a new delivery or collect your order at the nearest pick-up point.

If you cannot locate your order and have not received any notification, please contact us.

If your order is no longer available for collection, it means it has been returned to the FPF warehouse.

For domestic orders, a refund will be issued within a maximum of 5 business days after the item arrives at the warehouse. For international orders, this may take up to 10 business days.

Please place a new order to receive the items you selected.

For registered customers

Start the return process in your customer area under "My Orders".

Select the relevant order and the items you wish to return.

Follow the 5 steps (more information in the "Returns" FAQ) and wait for us to get in touch.

Once the item(s) are received at the FPF warehouse, they will go through a quality check and a refund will be issued.

For guest customers

If you are not registered and your order has issues, please contact us.

If your order is incomplete, please contact us.

Once you receive the order confirmation email, cancellations are no longer permitted.

Before starting a return, please keep the following in mind:

• Returned items must be in exactly the same condition as when you received them (do not remove labels, do not wear, do not wash);
• Personalised items cannot be returned.

For registered customers

Start the return in your customer area under the Returns tab, stating the reason.

Once the order status changes to "Being Returned", you will receive a confirmation email.

To return your item(s) easily, follow these steps:

1 – Print the returns label generated at the start of the online return process;

2 – Cut the sheet along the perforated line and place the lower half, containing the return details, inside the parcel;

3 – Pack the item, preferably in the original box. If that is not possible, pack it in a similar way to keep it safe during transit;

4 – Attach the upper half of the printed returns label to the outside of the parcel so it is clearly visible;

5 – Send the parcel via the method most convenient to you, to the address shown on the returns label.

IMPORTANT: if you are returning more than one item from the same order, you must return them together in one box with a single returns label.

For guest customers

Start the return using the online store contact form.

To speed up the process, always include your order number and the reference(s) of the item(s) you wish to return.

Once your request has been processed, you will receive an email confirming the order status has changed to "Being Returned", along with the returns label to print.

To return your item(s) easily, follow these steps:

1 – Print the returns label generated at the start of the online return process;

2 – Cut the sheet along the perforated line and place the lower half, containing the return details, inside the parcel;

3 – Pack the item, preferably in the original box. If that is not possible, pack it in a similar way to keep it safe during transit;

4 – Attach the upper half of the printed returns label to the outside of the parcel so it is clearly visible;

5 – Send the parcel via the method most convenient to you, to the address shown on the returns label.

IMPORTANT: if you are returning more than one item from the same order, you must return them together in one box with a single returns label.

Personalised items cannot be returned.

Return shipping costs are the responsibility of the customer; you may choose whichever logistics carrier you prefer to drop off the parcel.

We recommend sending the parcel by registered mail to ensure a more secure return.

Returns must be made within a maximum of 30 days from the date of purchase.

Once the item(s) are received at the FPF warehouse, they will go through a quality check and a refund will be issued.

The refund will be made using the same payment method you used for the original purchase.

The refund is issued once the order status changes to "Returned".

Domestic customers – Up to 5 business days.

International customers – Up to 10 business days.

Registering is simple. Fill in the required details and create a password. From then on, you can shop quickly and track your orders at any time. By registering on the Portugal Store you also become part of Portugal+ and the Online Ticketing platform, and can log in with the same username and password.

If you have logged in before but cannot remember your password, reset it here by entering the email address associated with your account.

You will receive the information you need by email.

At checkout, you will find a field where you can enter your code. The discount will be applied automatically to your total and itemised on your electronic invoice.

The validity period of the promotional code is stated in the email in which it was sent. Deadlines may vary depending on the active campaigns.

No, each promotional code can only be used once.

This discount cannot be combined with other offers, promotions or discounts.