Frequently Asked Questions

No. You can place an order without creating a customer account, but by doing so as a guest, you will lose access to some exclusive benefits for registered users, such as earning cashback.

Our website stock is always kept up to date, and we only allow the sale of items that are in stock. However, in exceptional cases, the last unit of a particular item may be sold simultaneously in our physical store and online, which can lead to stock running out and the online order being unable to be dispatched.

After placing your order, we will send you a confirmation email with all the details. If you need to change any information, we can make corrections provided the request is made before the order is dispatched. Please note, this confirmation email does not mean the order has been paid. If payment is not made, the order may be automatically cancelled depending on the payment method selected.

You can enjoy free shipping to Mainland Portugal on any order valued at €69.99 or more, using our standard shipping option, which includes delivery to your address or a pickup point. Additionally, all orders collected from our physical store have no associated cost, regardless of the order value.

Currently, we offer the following payment methods: MB Way, Multibanco, PayShop, Apple Pay, Google Pay, Credit / Debit Card, iDEAL, Bancontact, Bank Deposit and Brincatoys Gift Card.

Some of these payment methods may only be available in countries where they are supported at the time the customer is completing their order.

Yes. If you live outside Portugal but want to send an order to an address in Portugal or to one of the many European destinations we ship to, simply proceed with the normal purchase process and select the delivery address. The invoice will be sent by email.

For any order placed in our online store, you can choose to collect it from our physical store during its opening hours. This option allows you to enjoy all the benefits of the online store but does not allow payment to be made in the physical store. Usually, your order will be ready for collection within an estimated 2 hours after online payment and upon receiving an email confirming availability for pickup. The order can be collected by you or anyone you designate, provided the pickup PIN is presented, which will be sent to you by email once the order is ready for collection.

Yes, to provide greater convenience to our customers, we have a partnership with CTT Expresso, which allows you to collect your order at one of the many delivery points available in Portugal.

All orders paid by 12 noon will be dispatched on the same working day.

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

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

Yes, in addition to 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 and Sweden.

After your order has been dispatched, you will receive an email notification with the status and a tracking code which you can use to follow your delivery.

For deliveries within Portugal, a note will be left in your mailbox indicating that a delivery attempt was made. You may also receive a phone call to arrange delivery. If delivery cannot be completed at the address, the parcel will be taken to a CTT post office until it is returned to Brincatoys.

Yes. You may request to cancel your order provided it has not yet been dispatched. After dispatch, you will need to return the order using our usual return procedures.

If your order requires any special handling by us or the carrier, simply add this information in the additional notes section (usually found in the shopping cart).

You have the right to return your order within a maximum period of 30 consecutive days, without needing to provide a reason.

This period starts the day after you physically receive your products. If your order is delivered in multiple parts, the 30 days count from the day you receive the last item.

If you notice that the packaging being delivered to you shows obvious damage, you should not accept the order and must note the reasons and damages on the carrier’s delivery receipt. You should also inform us of what happened so that we can take the necessary steps to resend the order.