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Frequently asked questions

Gift card

Can a gift card be used more than once?

Yes, as long as there is balance on the card you can use the gift card.

Can I use more than one gift card in a purchase?

Yes. A customer can use more than one gift card during checkout.

Can a gift card be used to buy a gift card?

No, you cannot use a gift card to purchase another gift card.

Can a gift card be used to pay for shipping costs and taxes?

Yes, gift cards are applied to the final total of the order, which includes shipping costs and taxes.

Can gift cards be used together with a discount code?

Yes, gift cards are a form of payment.

Do gift cards have an expiration date?

No, gift cards are valid until their respective balance is exhausted.

Orders

Is it necessary to be registered to make a purchase?

You can make a purchase without creating an account, but by doing so as a guest, you will lose access to some benefits exclusive to registered users.

From what amount can I enjoy free shipping?

You can benefit from free shipping to Mainland Portugal under the following conditions: for orders with a value equal to or greater than €69.99, using the CTT Expresso method (3 business days) or CTT Pickup Point (3 business days); and for orders with a value equal to or greater than €89.99, using the CTT Expresso method (2 business days) or CTT Pickup Point (2 business days).

Do you have stock of all the items you offer?

Since the stock on our website is always kept up to date, only items with stock are allowed to be sold. However, a simultaneous sale of the same item in the physical store and online store may occur, which will lead to stock depletion, subsequently preventing the shipment of the item ordered online.

How do I know that my order was successfully completed?

After placing the order, we send you an email with all the details of it, including the description of the purchased items, the payment method, name, shipping address, and respective billing.

How does Click & Collect work?

In any order placed in the Brincatoys online store, you can choose to pick it up at our physical store, during its respective business hours (from Monday to Sunday). It will be available for pickup within an estimated time of 2 hours after online payment and receipt of an email confirming availability for collection. The order can be picked up by the purchaser identified in the order, or by a person indicated by them, and the order number may also be requested at the time of delivery.

Can I cancel my order?

You can cancel your order if it has not yet been processed/shipped. If your order has already been completed, you should contact our customer service. You can do so via email, phone, or WhatsApp, always identifying the order number.

Shipments

When will my order be shipped?

All orders destined for Mainland Portugal, paid by 12 noon, will be shipped on the same business day.

Do you offer cash on delivery?

Unfortunately we do not offer cash on delivery, however, we offer a variety of payment and delivery options to meet your needs.

Is it possible to pick up my order at a pickup point?

Yes! To provide greater comfort to our customers, we have a partnership with CTT Expresso, which allows you to pick up your order at one of the various delivery points available in Portugal.

Do you ship to the Azores and Madeira?

Yes, we ship to the Azores and Madeira. Delivery times vary between 5 to 10 business days, depending on the destination island.

Do you ship internationally?

Yes, besides Portugal, we ship to:

  • Germany
  • Austria
  • Belgium
  • Denmark
  • Slovakia
  • Slovenia,
  • Spain (mainland)
  • Estonia
  • Finland
  • France
  • Greece
  • Hungary
  • Ireland
  • Italy
  • Latvia
  • Lithuania
  • Luxembourg
  • Malta
  • Netherlands
  • Poland
  • Czech Republic
  • Sweden

How can I track my order?

After the order is shipped, you will receive an email notification about its status with a tracking code that you can use for this purpose.

What happens if there is no one at the delivery address?

For deliveries made in Portugal, a note will be left in your mailbox indicating that a delivery attempt was made. It is also possible that you may receive a phone call to arrange the delivery. If it is not possible to complete the delivery at the destination address, it will be forwarded to a CTT post office until it is returned to Brincatoys.

How should I proceed if my order is in poor condition?

If you notice that the packaging being delivered to you shows obvious damage, you should not accept the order, stating the reasons and the damages you observe on the carrier's delivery receipt. You should also inform us of what happened, so that we can take the necessary measures to proceed with the reshipment of the order.

What is the deadline to return products purchased at Brincatoys?

The customer has the right to terminate the contract within a maximum period of 30 consecutive days starting from the day after the day on which the customer or a third party indicated by them, who is not the carrier, acquires physical possession of the goods or the last good in case of separate delivery of goods related to a single order, without the need for justification or indication of the reason.

Payments

What payment methods are accepted in your online store?

Brincatoys accepts the following payment methods:

MB Way – simple payment, using “MB WAY” on your mobile phone (only available for customers of Portuguese banks with the MB WAY app installed). This payment method is made via Eupago – Instituição de Pagamento, Lda.

Multibanco – “Service Payment”, with entity, reference and amount, at any Multibanco ATM or through your home banking service. You have 24 hours to make the payment. After this period, if the order has not been paid, it will be automatically cancelled. This payment method is made via Eupago – Instituição de Pagamento, Lda.

Apple Pay - Apple Pay is a contactless payment technology for Apple devices, a quick and simple alternative to using cards and cash. It is called a digital wallet and is an alternative to more traditional payments with cards or physical money. When paying in a store, neither Apple nor your device sends the card number to the merchant.

Google Pay - Google Pay is a contactless payment technology for Android, iOS, Google Chrome and WearOS devices, a quick and simple alternative to using cards and cash. It is called a digital wallet and is an alternative to more traditional payments with cards or physical money. When paying in a store, neither Google nor your device sends the card number to the merchant.

PayPal - If your order is not destined for Portugal / Spain, you can use PayPal, only needing to create an account on the respective website. This process has no associated cost and can be done in a few steps: Access the PayPal site; In the upper right corner of the page, choose the “Create Account” option.

Credit / Debit Card – After completing the order, when selecting to pay with Credit Card you will be directed to a secure site where you must confirm your payment details. If you do not complete this process, your order will not be registered in our system as paid.

Bank Transfer – make your payment by bank transfer or direct deposit into our account. Indicate the order number as the reference for the transfer or deposit. The order will only be shipped after payment confirmation in our account. After completing the order, you have a period of 48 hours to make the payment by sending the proof to the email geral@brincatoys.pt. If payment is not made within the expected time, the order is automatically cancelled.

Gift Card - On the Brincatoys website you can pay with a Gift Card purchased in the online store (you can use more than 1 card per order).

We also offer some popular international payment methods such as iDEAL and Bancontact.

Some of these payment methods will only be available in online stores whose countries where customers make their purchase have that payment method available.

I am living abroad, but I intend to make a purchase for delivery in Portugal (or another country). Is it possible?

Yes! If you live abroad but want to send an order to an address in Portugal or to one of the many European destinations to which we ship orders, you just need to follow the normal purchase process, choosing the delivery address. The invoice will be sent to you by email.

Cashback Program

What is the cashback program?

The Cashback Program consists of a "credits" mechanism that allows buyers to recover an amount of the total spent value. To benefit from this program, just register. Then, after making a purchase, just wait for it to be credited to your customer account. For more information, consult the page related to the Cashback Program.

How can I use the credit I have accumulated?

The benefit can be used in the shopping cart, during the checkout of your order, by choosing the total amount of accumulated credits.

What is the amount of credits I can use when making a purchase in your online store?

When placing an order with us, you enjoy 4% off the product price on all purchases made. The refund is calculated excluding taxes and shipping costs (when applicable). Other benefits are added to this amount that may grant you credits to be deducted from future purchases.

Is it possible to receive the credit without being a registered customer?

If you are not a registered customer, you will not be able to accumulate cashback and, consequently, benefit from the credits.

Where do I receive the credit granted for making an online purchase?

The credit will be made available in the account associated with the registered customer, namely in the "Cashback" section of the customer area. The amount of credit, resulting from your last purchase in our online store, will be made available after the order payment and reversed in case of cancellation or return.