VisitAlgarve - Portal de Turismo do Algarve

Frequently Asked Questions (FAQ)

  • Do I have to be logged in to make a purchase?

    No; simply fill in the delivery address when you confirm your order.

  • Where can I receive my order?

    Your order will be sent by post (CTT) to the address you provide.

  • How long will it take to arrive?

    Using normal mail (CTT), the standard delivery times (in business days) for parcels weighing no more than 2 kg are:

    – Portugal: up to 3 days

    – Europe: up to 5 days

    – Rest of the world: up to 7 days

  • Do you ship outside Portugal?

    Yes.

  • My order hasn’t arrived. What should I do?

    After you pay and your order has been dispatched to the address you provided, you will receive an e-mail telling you that it is on its way and giving you the tracking number. You can track your order’s progress on the CTT’s website.

  • Can I change or cancel my order?

    Yes, but only if you have not already paid for it.

  • Can I return an item?

    No. We only accept returns if the item is faulty or if you have been sent the wrong item.

  • My item is faulty or you have sent me the wrong item. What should I do?

    Please return the faulty or incorrect item to us. We will replace it (unless it is out of stock) or refund your money. To this end, please send an e-mail to encomendas@turismodoalgarve.pt, explaining why you are returning the item and whether you want a replacement or a refund. Once we have received the item and checked that the fault has not been caused by improper use, we will contact you.

    If you choose to be refunded, you should include your bank details, including proof of your IBAN, in your complaint.

    Time limit for complaints: 10 days

    Time limit for us to examine the item after we receive it from you: 2 days

  • Can I get a refund for a returned item?

    Yes, if you choose to be refunded rather than receiving a replacement. You will receive your refund after you have returned the item to us and we have confirmed that it is faulty or that we sent you the wrong item.

  • How do I pay for my order?

    By bank transfer of the exact amount due to the IBAN provided no later than 72 hours after confirming your order. You must include your order number in the reference field.

  • Do you send items cash-on-delivery?

    No. The total amount due, including shipping costs, must be paid by bank transfer. You must mention the order number in the reference field.

  • I have confirmed my order. What happens now?

    You will receive an e-mail confirmation containing your order number (and informing you whether or not your items are available), the amount to be paid (including shipping costs), the IBAN and the deadline by which you must pay (within 72 hours, to avoid your order being cancelled).

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