Free shipping for Mainland Portugal and Islands
The value of the shipment will be informed at checkout of the order
Expected delivery time:
Continental Portugal: 1-2 business days.
Islands: 2-3 business days
Europe: 3 to 5 working days
Rest of the world: 5 to 7 working days
Delivery at headquarters “Red Monkey” - Free
The Customer will receive the order at home, after payment and within the deadlines indicated above. With some exceptions and due to stock replenishment, certain shipments may take up to 10 business days.
If we have any questions related to the order (delivery address, payment confirmation, out of stock products, etc.), we will contact the customer through our Customer Support. We will wait for a response for three business days. The order will not be shipped until we get a reply to our message. If we do not get a response within this time, we will cancel the order and refund the customer.
Once the order has been shipped, the customer will receive an email with a code to track their order. When you attempt to track your order online upon receipt of the shipping confirmation email, you may not return any results. In fact, shipping information can take up to 24 hours after receipt of the shipment confirmation to be updated on the carriers' website.
HOME SHIPPING - CTT
Orders are delivered Monday through Friday, with the exception of local or national holidays, to the address the customer indicates when placing orders. The customer can receive the order wherever he wishes (except in PO Boxes), from Monday to Friday. To do this, just provide us with the address where you will be present between 9 am and 6 pm.
The customer will receive an SMS from CTT with the date of delivery of the order, and must provide us with their full postal code and correct telephone contact. An attempt will be made for delivery by a courier from the carrier, if you are not at your address, a receipt will be left for your order and it will be forwarded to a CTT post nearest you. The order is waiting for your collection at the CTT post for 5 working days. After this time it is returned to “Red Monkey”.
The provision of an incorrect or incomplete delivery address may result in its return to “Red Monkey”, resulting in additional costs for the customer, so we recommend that the customer always make sure that the delivery address indicated when registering the order is effectively correct and complete. Once the order has been processed, it is not possible to change the delivery address or the billing data you have specified.
NOTICE: It is not possible to choose a specific delivery time, as it will be conditioned by the route defined by the carrier for the courier on the day of delivery.
HOME SHIPPING - EUROPE
Orders are delivered Monday through Friday, with the exception of local or national holidays, to the address the customer indicates when placing orders. The customer can receive the order wherever he wishes (except in PO boxes). The Shipping address will be the one indicated in the order, and you must provide us with your name, address, full postal code and correct telephone contact.
The customer will receive a first SMS contact from the carrier with information on the date and time of delivery. If for exceptional reasons you are unable to be at the address, you can schedule a new address and time for pickup with the carrier. After the 2nd delivery attempt, the order is canceled and returned to the “Red Monkey” Headquarters.
HOME DELIVERIES - CTT
DELIVERY AT HEADQUARTERS “Red Monkey”
Deliveries at the “Rede Monkey” headquarters are free.
The customer will receive a notice stating that the order is at the headquarters for pick-up.
After receiving the notification of confirmation of the arrival of your order at headquarters, you have 7 days to pick up your order.
We take the opportunity to inform you that our headquarters is open every day of the week.
ORDERS RETURNED TO “Red Monkey”
In the event that an order is returned to “Rede Monkey” for reasons not attributable to “Red Monkey” or the carrier, “Red Monkey” will reimburse the amount paid for it, less shipping and return costs.
If the reason for the failed delivery and return of the order is the responsibility of the freight forwarder, regardless of the payment method chosen, the customer will have to send us a written complaint that will be analyzed by the freight forwarder. In case the problem with the delivery was caused by an incorrect or incomplete address, we ask the customer to attach a proof of address (for example, electricity, water or gas bill) to the claim.
The customer can choose to receive a refund using the original payment method or through a coupon that can be used on a future order. The coupon will be valid for 12 months from the date it was created. After that period, there will be no refund. In the event that the original payment was made by Multibanco, the customer will have to provide the bank details for the refund to be made.
The solution that “Red Monkey” will present to the customer will depend on the answer given by the carrier. Thus, in the case of complaints originated by the transport service, we will only be able to present a solution to the customer after obtaining a response from the carrier. If the carrier accepts full responsibility for the return of the order and if all items originally ordered are available, we will suggest the customer to reship at no additional cost. If the carrier does not accept responsibility, we will not be able to accept the claim, which means that a refund or replacement order will be subject to the above-mentioned terms regarding orders returned to “Red Monkey”.
By law, the consumer has the right to return the product (cancel the contract) for 14 days without incurring any costs. If the order has already been shipped, you will receive a refund of the value of the items less the shipping cost.