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FAQ

HOW DO I TRACK MY ORDER?

After your order has been dispatched you’ll receive an e-mail with your tracking information.

CAN I EXCHANGE OR RETURN MY ORDER?

You can exchange your order within 15 days of receiving it/purchasing it in stores and we do not accept returns.

E-mail us at hello@theroomconcept.com and tell us your order number, what items you want to exchange and the desired reference.

The returned articles must be unworn and original tags must still be intact.

The shipping cost is at your expense (In this case you will be responsible in case of loss or damage to the products during transport) or you can proceed it at Chiado store. 

Once we have received your original order back at our HQ, we will process your exchange within 3 working days. 

In case the exchange product is not available, a gift card of the same value will be issued (valid for 3 months). 

INVOICE

The purchase order which the Customer creates online or the confirmation of the order sent by email to the Customer by TRC does not act as an invoice. The Customer has to leave the information when asked if wishes a final invoice and it will be send by email. The invoice does not come with the parcel.
TRC preserves an electronic example of each invoice.

WASHING RECOMMENDATION

We recommend for the first time you wash your textile products you should do it by hand with cold water. After this it can be washed in cold water – 0 to 30ºC – on a gentle machine cycle with low spin.  

WHERE CAN I FIND YOUR PRODUCTS?

Online store and at Nossa Concept in Chiado, Rua da Misericordia, 68, Lisbon.

WHAT PAYMENTS METHODS ARE ACCEPTED?

International customers can pay through PayPal and national through MBWay and Multibanco.

I’VE FORGOTTEN MY LOGIN / MY PASSWORD

Your login (username) is always an email address.  If you have forgotten your password, you can reset it by going to “My account” at the top of the home page.  Select the login page, then click “Forgot your password? Click here”. Clicking this link will launch the reset process. An email will then be sent to your inbox. Please follow the prompts in this email to reset your password.

HOW DO I CHANGE THE INFORMATION ON MY ACCOUNT?

Login to your account via  “My account”,  using your email address and password. Here you will be able to modify all your account information. Go to the section “Personal details” to change or update personal information such as your children’s details, delivery addresses and payment options. 

HOW DO I UNSUBSCRIBE FROM THE NEWSLETTER?

Simply click the link located at the bottom of each newsletter, “If you do not wish to receive our newsletters any more, click here”. Alternately, you can unsubscribe by clicking the  “Newsletter” button at the top of the home page of the site.

HOW LONG DOES IT TAKE FOR MY ORDER TO BE DISPATCHED?

In theory, any order placed before 11h is processed the very same day. Nevertheless the preparation and processing time of an order may take longer according to articles, and require between 1 and 2 working days. As soon as your order is ready to be dispatched, you will receive an email of confirmation, from that moment, you can take into account the times given by the transporters.

WHAT DO I DO IF SOMETHING IS MISSING OR DAMAGED FROM MY PARCEL?

In the event of a delivery problem with your order, contact Customer Services as quickly as possible to inform us of it via hello@theroomconcept.com

HOW DOES MY CREDIT NOTE WORK?

Your credit note is valid for 3 months, for all collections on our www.theroomconcept.com site. It appears automatically in your shopping basket as soon as you have identified yourself on the site, using your email address and your password.

HOW CAN I OFFER YOU MY IDEAS AND SUGGESTIONS?

We are always looking to improve. Please do not hesitate to share your ideas and suggestions with us via hello@theroomconcept.com

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