Frequently Asked Questions

You can currently make your purchase in Germany, Austria, Belgium, Bulgaria, Croatia, Cyprus, Czech Republic, Denmark, Slovakia, Slovenia, Spain (including Islands), Estonia, Finland, France, Greece, Netherlands, Hungary, Ireland, Italy, Latvia, Lithuania, Luxembourg, Norway, Poland, Portugal, United Kingdom, Romania, Sweden and Switzerland.

The navigation languages ​​of oboticario.pt are: Portuguese.

Prices are usually the same, however, there may be exceptions.

No. The same applies to vouchers issued in the online store, which are only valid for online purchases.

Yes, you will always receive the product you see in the photo unless there is a change in packaging that is not immediately reflected on the website, but the product and quantity will always be the same.

Yes, by registering your email in the NEWSLETTER area on the website home page and clicking “Send”.

It is now possible to buy Australian Gold at O ​​Boticário stores. Buy Australian Gold

01.Choose the category you want (e.g. Perfumery, Men)
02. View the product/s that interest you. By clicking on the product you will be able to enlarge the photo to see the desired product in detail.
03. Add the item you want to your Shopping Cart using the "buy" button next to each item. You can then choose to continue shopping or place your order by going to "Checkout".
04. If you wish to continue purchasing, you will repeat the process, but if you choose to place your order you will have to: register, if you have not yet registered on our website, or log in if you are already registered on the website. If you register at that time after entering your details, check that they are correct and press "confirm", this step is very important because it is through the data entered that communication with the O Boticário brand will be made. 05. When going
to "Checkout” check if you already have all the products you want; if so you can continue the purchase process by clicking on "Finalize Order”, if not you can continue your choice of items by clicking on "I Want More”.
06. When you have completed your order, select the Delivery Location, Shipping Method and Payment Method: Visa, Visa Electron, Mastercard, MB Net, Paypal or Bank Transfer. At this step, you can also add information about an alternative address if the delivery address is different from the registered address and any other observations you deem necessary. After checking that all the information is as you wish, click on "Submit"
07. Confirm your order by clicking on “Order”
08. You will receive an email confirming your order.

You must click on the "New User" button and fill in the required fields.

To access your account, you must click on the "LOGIN" button located in the top right corner of the page, then fill in the Username and Password fields and click Submit.

You must click on "LOGIN" and click on the "Recover Password" field, enter your email and click on "Submit". You will receive the password in your email.

Log in to your account by clicking on your username (after logging in) in the top right corner and enter your new password. Your new password will be available when you click on "Submit".

If you forget the email address you used to create your account, contact our Contacts team, providing your personal details and new email address, so we can update the information.

Access your account and enter your new email address and validate it so that it becomes active at that moment.

After placing your order you will receive a confirmation email. If you do not receive it, please contact our Customer Service via the Contacts menu.

Yes. From the “Shopping Cart” you can delete the items you no longer want as long as you have not yet placed your order.

If the order has not yet been paid for, it will be automatically cancelled. If you selected in-store collection, you can cancel your order by sending an email to loja.online@oboticario.pt, always providing your order number. For home deliveries, cancellation is not possible, so you must refuse delivery. Once the order has returned to our warehouse, a refund will be processed, but shipping costs will not be refunded.

If you accidentally receive an item that you did not order, please contact our Customer Service via the Contacts menu or by email at loja.online@oboticario.pt

You can receive your order at the address on your registration or at an address indicated by you in the Alternative Address field.
You can also choose to collect your order in a physical store, choosing the Click&Collect option.

Yes, you can make your purchase in any country covered by our shipping service and request delivery to any other of these countries.

Shipping costs to mainland Portugal are 3.99 EUR, Madeira and Azores 20.99 EUR,

Shipping costs for other European countries, please confirm the link below

https://www.oboticario.pt/pages/envio-encomendas

Delivery times are 24 working hours after dispatch, except for Islands where the delivery time depends on the Island in question, you can consult this detailed information in our Order Dispatch menu.

Yes, after your order is shipped you will receive a Tracking email through which you can track your shipment.

At the moment the available payment methods are:

Visa
MasterCard
Visa Electron (if you have an agreement with your bank for online transactions)
Paypal
Klarna
MBWay
ATM

Your card may be declined for one of the following reasons:
- The card may have expired: check that your card has not passed its expiration date.
- You may have reached your card limit: check with your bank to ensure that your card has not exceeded the amount allowed for purchases.
- It is possible that some of the data entered is incorrect: check that you have filled in all the necessary fields correctly.
- The card must be authorized by your Bank for online payments, validate with your Bank.

No, it is not possible as Tax-free only applies to products purchased in the store and transported by yourself.

Yes, data is transmitted in SSL encrypted form. For payments with Visa and Mastercard, only CES (Secure Electronic Commerce) transactions will be accepted. After verifying that the card has joined the CES system, the system will contact the bank that issued it so that the buyer can authorize the purchase. The payment will only be debited from the card when the bank confirms its authenticity. Otherwise, the order will be cancelled.

To ensure that your payment is validated, we recommend that the payment amount be exactly the same as that of your order, and that the account holder making the payment be the same as the account holder making the payment. Otherwise, you should send an email to loja.online@oboticario.pt informing the name of the account holder who made the payment and the respective order number. Any costs associated with bank transfer are the responsibility of the customer.

You can contact us using the contact form on the website, by email at loja.online@oboticario.pt and by phone or WhatsApp on 937 670 002.

To find out the answer, please consult our Exchanges and Returns page:

If the shipping package is damaged, you must check its contents at the time of delivery and file a complaint with the carrier, then contact oboticario.pt Customer Support. You should also contact oboticario.pt Customer Support if you have received a package in good condition but the items are still damaged.
oboticario.pt Customer Support, which will schedule collection at the location you indicate, in the same original shipping area of ​​the order, and will begin the product replacement process.
Contacts
After contacting oboticario.pt Customer Support and being given the return instructions, you must send us the item properly packaged, in its original packaging, to our address:

E-Commerce O Boticário
Rangel Logistics | Tractors Street, ARM 3, dock 9
2870-607 High Water Tanker - Montijo

We would like to point out some conditions in case of exchange.
If you choose to return the amount, we inform you that:

The refund is made according to the wishes expressed by the Customer.
Shipping costs to our address are the responsibility of the customer. Oboticario.pt will collect items according to the situation, at no additional cost, for customers affected by the transport or technical problem detected.
The return will only be made after checking the condition of the product and verifying compliance with the conditions described above.

To find out the answer, please consult our Shipping and Ordering page:

O Boticário has 2 delivery services:
1.DHL Air
2.Ctt Express
DHL Air is a very fast service, guaranteed delivery within 24 hours after dispatch.
Adicional Logistics is a service for Portugal and Spain
For more details, please see our Shipping and Ordering page:
Shipping and Ordering

Alternative dispute resolution is the possibility that all consumers have at their disposal to resort to official entities that help them resolve or guide a conflict, before filing legal proceedings in court. As a general rule, the procedure is as follows: the customer asks an impartial third party to act as an intermediary between them and the trader who is the target of their complaint. The intermediary can suggest a solution to their complaint, impose a solution on both parties or bring the parties together to find a solution. You may know the concept of alternative dispute resolution by other names: 'mediation', 'conciliation', 'arbitration' or 'competent committee in the context of consumer disputes'. Alternative dispute resolution is, as a rule, less expensive, less formal and faster than the judicial route.

Any consumer dispute you may have with Tudo Azul, SA may be resolved through alternative dispute resolution, with the Lisbon Consumer Dispute Arbitration Center, with the website http://www.centroarbitragemlisboa.pt/ , and registered office at Rua dos Douradores, nº 112 - 2º, 1100 - 207 Lisbon. For more information on consumer rights and alternative consumer dispute resolution, please visit the website of the European Consumer Center at https://cec.consumidor.pt/ , and in Portugal on the Consumer Portal website at https://www.consumidor.gov.pt/ .

Secure purchase

It is perfectly safe to enter your credit card details for any purchase made on boticario.pt, as O Boticário follows the PCI-DSS (Payment Card Industry – Data Security Standard) standard. This standard was created by the Visa and Mastercard credit card operators:

- Keep the data network secure;
- Protect credit card holder information;
- Maintain a vulnerability management program;
- Implement strong access control;
- Maintain an information security policy.

Find out more about the protection of personal data in our privacy policy through our Privacy Policy page.

The website www.oboticario.pt was designed to respond specifically to the needs and interests of our customers. This is why we use cookies to correctly identify each customer when they access their account, to manage the contents of their shopping basket or selections, and to inform them about products or services that match their interests and based on their browsing habits. Cookies are only used by oboticario.pt to improve and personalize the level of service offered.

We use cookies on this website to store information on your computer or mobile device to improve your online experience. Cookies are small text files that allow you to navigate between pages efficiently, remember your preferences, help us understand how this website is performing and generally improve your browsing experience. Cookies can also help ensure that online marketing you see is more relevant to you.

If you would like to disable cookies on this site, please go to Manage my cookies for more information and to save your preferences. By closing this message you agree to our use of cookies according to your preferences (if any).

If you wish to change your settings at any time on future visits, simply click on the Manage my cookies link at the bottom of the web page.

Exchanges and Returns

If you wish to exchange or return items, you must contact Customer Support (oboticario.pt or by calling +351 212 456 430) within 30 days of receipt, who will provide you with information on the exchange/return process. Under no circumstances should you send items without prior contact as they will not be received.

The return of articles must comply with the following conditions:

Return of items in good condition (in saleable condition), with original packaging and accompanied by the respective purchase receipt or invoice.

If the packaging is damaged and the items show obvious signs of use, we will not be able to accept the exchange or refund.

After contacting oboticario.pt Customer Support and being given the return instructions, you must send us the item properly packaged, in its original packaging, to our address:

E-Commerce O Boticário
Rangel Logistics | Tractors Street, ARM 3, dock 9

2870-607 High Water Tanker - Montijo
Mobile: 937670002

If you choose to return the amount, we inform you that:

- The refund is made according to the wishes expressed by the Customer (Only for Online purchases).
- Shipping costs to our address are the responsibility of the customer. oboticario.pt will collect the goods according to the situation, at no additional cost, for customers affected by the transport or technical problem detected.
- The return will only be made after checking the condition of the product and verifying compliance with the conditions described above.

If the shipping package is damaged, you must check its contents at the time of delivery and file a complaint with the carrier, then contact oboticario.pt Customer Support. You should also contact oboticario.pt Customer Support if you have received a package in good condition but the items are still damaged.

oboticario.pt Customer Support will schedule collection at the location you indicate, in the same original shipping area as the order, and will begin the product replacement process.

Purchase Regulations

1. Ownership of the domain www.oboticario.pt

The website www.oboticario.pt is registered under the "Regulation for the registration of .PT domains/subdomains. It is owned by the entity O Boticário - Tudo Azul SA, headquartered at Edifício Espace | Alameda dos Oceanos Nº59 | Floor 3 | Block C, in Lisbon, registered at the Commercial Registry Office of Lisbon under the unique registration and legal entity number 501.740.430, with a share capital of €1,000,000.

2. Subject matter and scope of application

These General Terms and Conditions of Contract and Use apply to visitors to the website www.oboticario.pt and to any commercial transactions carried out through the O BOTICÁRIO Online virtual store available there.

Browsing the website, as well as purchasing any product from O BOTICÁRIO Online, implies acceptance of these General Conditions of Contracting and Use by the User and the Customer.

BOTICÁRIO reserves the right to change these conditions of use and contracting without prior notice, with any changes being published on the website www.oboticario.pt.

3. Information about content

The website www.oboticario.pt is intended for private use only. The reproduction, transfer, distribution or storage of the contents of the website www.oboticario.pt without prior written authorization is prohibited for purposes other than strictly personal use.

BOTICÁRIO reserves the right to modify at any time the information and commercial offer presented regarding: products, prices, promotions, commercial conditions and services.

It is expressly forbidden to introduce links to our website for commercial purposes without prior authorization from O BOTICÁRIO. Likewise, the use of the domain O BOTICÁRIO.pt for abusive purposes and without prior authorization may be subject to recourse to the competent legal means by O BOTICÁRIO. In the event that you find links on other websites that allow you to access www.oboticario.pt, we inform you that O BOTICÁRIO is not responsible for the origin of the page or the contents contained therein.

We make every effort to ensure that the information presented is free from typographical errors and whenever these occur, we will correct them as soon as possible. If the information presented does not correspond to the characteristics of the product, the Customer has the right to terminate the purchase and sale contract under the applicable legal terms.

The photographs presented on the website are merely illustrative. We recommend that you consult the product details for information about its characteristics.

Product prices and specifications are subject to change without notice.

Despite O BOTICÁRIO's efforts, some products may be listed at an incorrect price, which is why we check prices whenever we process orders. If the price of the product is lower than the advertised price, we will refund the difference. If the price is higher, we will inform the Customer by email and await their decision to accept the new offer or cancel the order.

The product catalogue of O BOTICÁRIO.pt (online store) is independent of the physical stores, both in terms of price and stock quantities. All promotional campaigns have limited stock and are exclusively for online sales. In the event of product unavailability and/or stock shortage, you will be informed of the partial or total cancellation of your order and will be entitled to a refund of the amount paid.

BOTICÁRIO is not responsible, directly or indirectly, for any information, content, statements or expressions contained in the texts of the articles sold on the website www.oboticario.pt. The authorship of the content of the product descriptions is the responsibility of the publishers, manufacturers and distributors of the articles in question.

All contractual information is written in Portuguese, as well as information on articles, email communications and formalization of the sale.

4. Intellectual and industrial property

All texts, comments, works, illustrations, artworks and images reproduced or represented on the website www.oboticario.pt are strictly reserved under copyright and intellectual property rights, for the entire world. Accordingly and in accordance with the Intellectual Property Code, use for private purposes is only authorized subject to contrary provisions, including more restrictive provisions contained in said code. Any total or partial reproduction or representation of the website www.oboticario.pt or of all or part of the elements included therein is strictly prohibited.

The company names, brands and distinctive signs reproduced on the website www.oboticario.pt are protected under the legal provisions applicable to industrial property. The reproduction or representation of all or part of any distinctive signs is strictly prohibited and must be subject to prior written authorization from the brand owner. Certain products, such as computer programs (software), are subject to personal and specific usage rights that regulate copies, public distribution and rental. The Customer must comply with the general conditions of sale of these products and O BOTICÁRIO is not responsible for the use made of them in this context.

5. Responsibilities

All products sold at O ​​BOTICÁRIO Online comply with Portuguese legislation.

BOTICÁRIO declines any responsibility in the event of violation of the legislation of the country where the order is delivered. It is the Customer's responsibility to check with the local authorities the conditions for importing or using the products they wish to order.

BOTICÁRIO is not responsible for losses resulting from interference, interruptions, computer viruses, malfunctions or disconnections of the operating system that may temporarily prevent access, navigation or the provision of services to Users.

6. Obligations of Customers and Users

The Customer and the User must comply with these general conditions and respect them. They undertake in particular to comply with the following obligations:

1) It is prohibited to introduce, store or disseminate through the website defamatory, obscene, injurious, xenophobic and/or any other content that violates general principles of law and public order;
2) Save, and do not disclose, your website login password in order to prevent third parties from accessing your account at O ​​BOTICÁRIO.pt;
3) Do not use false identities;
4) To provide personal data and correct addresses so that O BOTICÁRIO can properly process orders;

The Customer is responsible for the veracity of the data communicated to O BOTICÁRIO and undertakes to immediately enter any changes to the same in their O BOTICÁRIO Online Registration Account.

BOTICÁRIO declines any responsibility for any delay or impossibility of processing the order, particularly at the time of delivery, resulting from an error or insufficiency of the data communicated by the Customer.

The use of this website is subject to the conditions of use previously defined by O BOTICÁRIO, as its sole and exclusive owner.

Users are therefore expressly prohibited from transmitting messages or information that are injurious, misleading, defamatory, obscene or that violate, in any way, the right to privacy or intellectual or industrial property of third parties, as well as from making available any information that may be harmful to third parties or to the owner of the website.

BOTICÁRIO reserves the right to delete the account of any user who engages in any of these situations.

7. Privacy and Protection of Personal Data

Find out more about the protection of personal data in our privacy policy through our Privacy Policy page.

8. Placing an order online

To make purchases through the website www.oboticario.pt, you must register as a Customer by filling out the form available online. Once registered, simply add all the items you wish to purchase to the virtual shopping basket. You must follow all the purchase steps to ensure that the purchase is completed successfully.

O BOTICÁRIO informs that the prices charged at www.oboticario.pt are exclusive to the O BOTICÁRIO Online store and may vary from the prices in the physical O BOTICÁRIO stores. All promotional campaigns have a limited stock and are exclusively for online sales.

Validation of the purchase order assumes that the Customer has read and accepts the General Terms and Conditions of Contracting and Use of the website www.oboticario.pt. The data recorded by O BOTICÁRIO constitutes proof of all transactions carried out between O BOTICÁRIO and the Customer. It is O BOTICÁRIO's responsibility to archive the electronic document in which the contract is formalized and to keep it accessible.

As soon as you complete your purchase, you will receive an automatic email confirming the transaction. If the data is not correct, you can immediately request that it be changed or even cancel the purchase made.

9. Product availability

BOTICÁRIO only processes an order placed by a customer after confirmation of the respective payment, therefore BOTICÁRIO cannot guarantee the availability of the articles until the beginning of said processing. On the product file you will find the estimated date of dispatch: 24h. The estimated time for dispatch is added to the transportation time, which depends on the carrier you choose and the destination of your order.

BOTICÁRIO only ships on weekdays. Therefore, weekends and holidays are not taken into account when estimating delivery times.

In any case, estimated delivery dates are merely indicative. If any ordered item is defective, O BOTICÁRIO may choose to: (i) contact the supplier to find out whether it is possible to replace the missing item, contacting the customer if the delivery date or price of the item changes, and the order will only proceed after the customer has given their consent; or (ii) cancel the order and refund the customer for all amounts paid.

Any delay in the dispatch of items, compared to the estimated dates presented, does not confer the right to compensation.

10. Shipping costs

Shipping to Portugal - €2.99 Shipping to other European Union countries - €7.95

11. Cancellations, exchanges and returns

Applicable to purchases made at www.oboticario.pt. The Customer may cancel his/her order at any time up until delivery, with the right to a refund of all amounts paid. Upon receipt of the order by the Customer, he/she may exercise his/her right of free cancellation under the terms legally provided for and indicated below.

Failure to pay for the order within 72 hours after the date on which it was placed implies its automatic cancellation.

The O BOTICÁRIO Online product catalogue is independent of the physical stores, both in terms of price and stock quantities. All promotional campaigns have limited stock and are exclusively for online sales. In the event of product unavailability and/or stock shortage, you will be informed of the partial or total cancellation of your order and will be entitled to a refund of the amount paid.

Despite O BOTICÁRIO's efforts, some products may be listed at an incorrect price, which is why we check prices whenever we process orders. If the price of the product is lower than the advertised price, we will refund the difference. If the price is higher, O BOTICÁRIO Portugal will present a new contract proposal with the duly corrected price, awaiting confirmation or cancellation of the order. Under the terms of Law 7/2004 of 7 January, relating to electronic commerce, O BOTICÁRIO reserves the right to unilaterally cancel the order whenever there is a programming error, malfunction of O BOTICÁRIO Portugal's computers or if the contract proposal arrives at its destination in a distorted manner and the error concerns an essential element of the contract.

CANCELLATION OF ORDERS PLACED BY CREDIT CARD: In the case of orders paid using credit, the credit agreement is automatically and simultaneously considered terminated, without the right to compensation (article 8 of DL 143/2001, of 26 April, as amended by DL 82/2008, of 20 May).

As part of its Customer Satisfaction Policy, and under applicable legal terms, O BOTICÁRIO allows the exchange or return (termination of the contract) of articles, within 30 days from the date of receipt by the Customer, without payment of compensation and without the need to indicate the reason.

To do so, the Customer must contact Customer Support (oboticario.pt or by calling 937-670-002). Items must be returned within 30 days of receipt, accompanied by the purchase receipt or original invoice (article 6 of DL 143/2001 of 26 April, as amended by DL 82/2008 of 20 May).

If you wish to exchange or return items, you must contact Customer Support (oboticario.pt or by calling 937-670-002), who will provide you with all the information about the exchange/return process. Under no circumstances should you send the items without prior contact as they will not be received.

The return and exchange of items must comply with the following conditions:

Return of items in good condition, with complete original packaging and accompanied by the respective invoice;

After contacting O BOTICÁRIO.pt Customer Support and being given the return instructions, you can send us the item properly packaged, with original packaging to the following address:

E-Commerce O Boticário
Rangel Logistics | Tractors Street, ARM 3, dock 9
2870-607 High Water Tanker - Montijo

All items will be checked upon arrival at our service and only those that comply with the return conditions will be accepted for exchange or return.

If you choose to return the amount, we inform you that:

The refund will be made using the same payment method or via a virtual e-tanto gift card, depending on the Customer's wishes. In the case of payment by Multibanco, we ask that you provide us with a NIB so that we can make the refund more quickly.

In the event that you have received damaged items or items with technical problems, O BOTICÁRIO will schedule collection of the same items at the location you indicate, in the same shipping area as the original order, at no cost to the Customer.

The return will only be made after checking the condition of the product.

BOTICÁRIO reserves the right not to accept articles that do not comply with these conditions.

12. Applicable Legislation

All purchases made on the website www.oboticario.pt are subject to Portuguese law. Any conflict or divergence in the interpretation of the General Conditions of Contract and Use will be submitted to the competent Portuguese Court.

If our client is located outside mainland Portugal, we inform you that any legal proceedings must be forwarded to the Portuguese Courts.

These General Terms and Conditions of Contract and Use were updated on March 25, 2013.

13. Use of cookies by O Boticário

Find out more about the use of cookies used through our Security and Confidentiality page.

The prices advertised on the website are valid only for purchase orders.
carried out in the O Boticário Online Store, and may not coincide with those of the stores
physical.

If a computer, manual, technical, or any other error occurs,
origin, which causes a substantial change not foreseen by O Boticário in the
retail price, such that it becomes exorbitant or
manifestly ridiculous, the purchase order will be considered invalid and
canceled.

Contact Us

Before sending your message, check here and get your answer now

Didn't find your answer? Send us an email at loja.online@oboticario.pt.

Do you want to make a suggestion? We value the feedback, opinions and comments we receive from our customers.

Note: Please be advised that all your contact emails with O Boticário will be answered within 24 business hours, from Monday to Friday.

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