Refund policy
Right of return
You have the right to return your order within 14 days after receiving it, without providing any reason.
To be eligible for a return, you may handle the item to establish its nature, characteristics, and functioning – as you would in a physical store. However, it must be returned unworn or unused, with tags, and in its original packaging. If the item was used beyond what is necessary to evaluate it, we may deduct a reasonable amount from your refund.
To request a return, please contact us at info@snaileme.com.
We will provide you with the return instructions and return address by email.
Return shipping costs
Return shipping costs are the responsibility of the customer.
However, we will refund the original shipping cost you paid (if any), limited to the price of the standard delivery option. If you chose a more expensive shipping method (e.g. express delivery), the extra cost is non-refundable.
Items sent back to us without first requesting a return will not be accepted.
Exceptions / non-returnable items
Certain types of items cannot be returned, such as:
- Personalized or custom-made products
- Hygiene and personal care products (e.g. cosmetics, earrings)
- Perishable goods (e.g. food, flowers, plants)
- Sale items and gift cards
If you have any questions about your specific item, please contact us.
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged, or if you received the wrong item, so we can evaluate the issue and make it right.
Refunds
We will notify you once we’ve received and inspected your return. If approved, you’ll be refunded on your original payment method within 14 calendar days from the date we receive the returned item or you provide proof of return – whichever comes first..
Please note it can take additional time for your bank or payment provider to process the refund.
Legal note
Snaileme is operated by Agenda Astuta, NIF 517258080, Avenida Sabóia 123, 203, 2765-278 Estoril, Lisboa, Portugal.