Shipments and returns
Your pack shipment
Packages are generally dispatched within 2 days after receipt of payment and are shipped via UPS with tracking and drop-off without signature. If you prefer delivery by UPS Extra with required signature, an additional cost will be applied, so please contact us before choosing this method. Whichever shipment choice you make, we will provide you with a link to track your package online.
Shipping fees include handling and packing fees as well as postage costs. Handling fees are fixed, whereas transport fees vary according to total weight of the shipment. We advise you to group your items in one order. We cannot group two distinct orders placed separately, and shipping fees will apply to each of them. Your package will be dispatched at your own risk, but special care is taken to protect fragile objects.
Boxes are amply sized and your items are well-protected.
WildWay Shop – Delivery Policy
1. Shipping Areas and Carrier WildWay Shop currently delivers exclusively within Portugal. We utilize reputable national and international carriers (such as CTT Expresso, DPD, or DHL) to ensure the secure transport of your swimming equipment, from wetsuits and goggles to pool accessories. Delivery times are calculated based on the carrier's standard performance for the destination zone.
2. Order Processing and Dispatch Orders placed before 2:00 PM (CET) on business days (Monday to Friday) are typically processed and handed over to the carrier on the same day. Orders placed after this time or on weekends/holidays are processed the following business day. Please note that during promotional periods or high-demand seasons, processing times may be extended by up to 24–48 hours.
3. Shipping Costs Shipping costs are calculated at checkout based on the weight and volume of your order, as well as the specific delivery address.
Standard Delivery: A fixed fee applies for all orders.
Free Shipping Threshold: Orders exceeding [Insert Amount] € qualify for free standard shipping.
Oversized Items: Items such as large inflatable pools or swim fins sets may incur additional surcharges, which will be displayed before payment confirmation.
4. Delivery Times
Portugal (Mainland): 1–3 business days.
Madeira and Azores: 3–5 business days.
International: Delivery times vary by destination and customs clearance procedures; typically 5–10 business days. WildWay Shop is not responsible for delays caused by the carrier, customs authorities, or incorrect address details provided by the customer.
5. Tracking Your Order Once your order has been dispatched, you will receive an automated email containing a tracking number and a direct link to monitor your shipment's progress. You can also access this information by logging into your customer account on WildWay Shop.
6. Delivery Issues and Missing Packages
Damaged Goods: If your package arrives damaged or the contents are broken, please take photos of the packaging and the item, then contact our support team within 48 hours of receipt.
Lost Packages: If the tracking status indicates "Delivered" but you have not received your package, please check with neighbors or your building's reception. If the item is confirmed lost by the carrier, contact us immediately to initiate a trace or replacement.
Incorrect Address: If you provided an incorrect address, please notify us immediately. If the package has already been dispatched, we may need to contact the carrier to intercept it, which could incur additional fees.
7. Returns and Exchanges Our delivery policy is separate from our returns policy. If you wish to return an item, please refer to our "Return and Refund Policy." Generally, returned items must be in their original condition, unused, and with all tags attached.
8. Contact Information For any questions regarding delivery, please contact our customer service team:
Email: support@wildwayshop.com
Phone: +351 920 520 256
Hours: Monday to Friday, 9:00 AM – 6:00 PM (CET)
WildWay Shop – Return & Refund Policy
1. Right of Withdrawal (14-Day Cooling-Off Period) In accordance with Portuguese and European Union consumer protection laws, you have the right to withdraw from this contract within 14 days without giving any reason. This period begins from the day you (or a third party designated by you) receive the goods. To exercise this right, you must inform WildWay Shop of your decision to withdraw by a clear statement (e.g., a letter sent by post or email to support@wildwayshop.com).
2. Condition of Returned Items To be eligible for a return, items must be:
Unused, unworn, and in their original condition.
In the original packaging with all tags, labels, and seals intact.
Hygiene Exception: For hygiene reasons, items such as swimwear, goggles, and swim caps cannot be returned unless the original seal is unbroken and the item is in a resalable condition. If the hygiene seal is broken, the return may be refused.
3. How to Return Items To initiate a return:
Contact our customer service at support@wildwayshop.com or call us at +351 [Insert Phone Number] to request a Return Authorization Number (RMA).
Pack the item securely in its original packaging.
Include the original invoice or a copy of the order confirmation.
Ship the package to: WildWay Shop Returns [Insert Street Address] [Insert Postal Code] [City], Portugal (Note: Please include your RMA number on the outside of the package.)
4. Refund Process Once we receive and inspect your return, we will notify you of the approval or rejection of your refund.
Approval: If approved, the refund will be processed immediately to your original method of payment. Please note that it may take up to 10–14 business days for the credit to appear on your bank statement, depending on your financial institution.
Deductions: We will deduct the original shipping costs from the refund unless the return is due to an error on our part (e.g., wrong item sent or damaged product).
Restocking Fee: No restocking fee applies for standard returns within the 14-day period, provided the items are in resalable condition.
5. Non-Returnable Items In addition to the hygiene items mentioned above, the following cannot be returned:
Gift cards.
Custom-made or personalized swimwear (e.g., embroidered names).
Items that have been washed, worn, or altered after delivery.
6. Damaged or Defective Products If your product arrives damaged, defective, or incorrect:
Contact us within 48 hours of delivery.
Provide photos of the damage and the packaging.
We will cover the cost of return shipping and provide a full refund or a replacement at no additional cost to you.
7. Exchanges For size or color exchanges, we recommend placing a new order for the desired item and returning the original one to avoid shipping delays. However, if you prefer an exchange, please contact our support team to arrange a specific solution.
8. Contact Information For any questions regarding returns or refunds:
Email: support@wildwayshop.com
Phone: +351 920 520 256
Hours: Monday to Friday, 9:00 AM – 6:00 PM (CET)