Customer Support

Method of Payment:

The EKUI CARDS online store provides the paying method via bank transfer (ATM). If you wish, you can request a cash on delivery service.

After finalizing your order, you will receive a detailed email with the BIN to make the payment. You just have to go to any ATM or access through your Homebanking*.

Later, you must send proof of payment to [email protected], indicating the purchase order number.

Shipping Method:

The EKUI CARDS online store ships your orders via CTT (Portuguese Postal Service). All of our products are shipped by registered mail.

When the package is shipped, the customer will receive a proof of shipment.

The delivery time in continental Portugal is 2 to 10 business days, starting from the day of the payment, unless the payment method is cash on delivery. When out of stock, 1 month**. For the Islands, the delivery time is 4 to 15 business days after the reception of the order’s proof of payment.

The shipment to Countries of the European Union is not free. The delivery time is 5 to 10 business days*. When out of stock, 10 to 15 business days**, varying according to the country of destination.

The shipment to Countries outside of the European Union is not free. The estimated delivery time is 15 to 20 business days*. When out of stock, 20 to 30 business days**, varying according to the country of destination. EKUI CARDS has no control over any delivery delay or costs associated with the conditions of Country’s customs where the delivery will take place.

* Delivery times may vary depending on conditions external to EKUI CARDS. Our shipments are carried out via CTT (Portuguese Postal Office), and thus, we can’t control any external situation associated with transportation companies.

** If we are out of stock, the customer will be immediately notified with the estimated delivery time.

Return and Refund:

The EKUI brand ensures the quality in the sale of their products and the services to the customer. However, in the case of an adverse situation, the EKUI brand will do its utmost to ensure that the customer is always satisfied.

The EKUI brand ensures the originality and quality of all of its products. These products are always shipped in their original package, properly closed and sealed.

Please check if your situation matches any of the following situations:

Return: The package does not match the order

If you receive a package that is not the one that you ordered in the online store, please get in touch with us and request the return of the package. Upon this request, we take responsibility for all return costs of the package*. If it is proven that it is a mistake on the customer’s part during the act of purchase, we will continue with the return process, however, the customer will be responsible for the associated costs (new shipping, if necessary).

* The product(s) must be in perfect condition, that is, the packages must be properly closed and sealed. If there is any problem (damaged box, notes, scratches, among others), the EKUI brand has the right to not accept the return.

Return: Defective or Dissatisfaction

If the product has any defects, you must get in touch with us in order to solve your problem as soon as possible.

* The product(s) must be in perfect condition, that is, the packages must be properly closed and sealed. If there is any problem (damaged box, notes, scratches, among others), the EKUI brand has the right to not accept the return.

Note that the customer must present a copy of the purchase invoice when returning the product.

If there are any costs associated with the return of packages by the customer, he/she must keep the respective proof of delivery, and the refund will be carried out as soon as possible. If there are any questions regarding the return process, don’t hesitate to contact us through our Customer Support number, contact form, or directly via e-mail.

The return should be made to the following address:

Edifício LEQUE
Avenida Francisco Sá Carneiro,
nº 131 5350-005 Alfândega da Fé

Order Cancellation

When the customer purchases, the system sends a confirmation e-mail, and the order is in a processing status.

During this period, it is possible to cancel the order by contacting the customer Support, a contact form, or directly via e-mail or chat. The customer only has to indicate the order number (you can find it in the confirmation e-mail).

You will be notified about the order cancellation via email. If the order has already left our facilities, you only have to return it within a maximum of 14 days, in the same conditions that you received it.

Terms and Conditions:

The EKUI Brand reserves the right to modify at any given time the information about prices, products, promotion and commercial conditions without prior notice.

All the products displayed in the online store include VAT at the legal rate in force.

All products have a 2-year warranty from the manufacturer, not including damages arising from the misuse of the product by the customer or other parties unrelated to the EKUI Brand, or damages arising from transportation problems.

If any product is out of stock, the EKUI Brand does not ensure that the inventory replacement is not subject to pricing updates, however, if this happens we will only process the order after receiving the customer’s confirmation.

The orders are always processed as soon as possible, and if the products are in stock, the processing time usually takes 1 to 2 business days. If we are out of stock, the EKUI Brand will contact the customer to explain the situation.

The EKUI Brand complies with the terms of the Article 6th, no. 1 of the Decree-law 142/2001, of 26th April, which regulates distance contracts, thus, the consumer may return, with or without exchanging, any product bought in the online store, within 14 days. The return or exchange will only be possible if the product is intact, and in the same condition as it was sold to the customer, that is, an excellent state of conservation (as good as new). Any product that has been clearly used will not be eligible for exchange or return.

The return costs of the order will be borne by the customer. The legal relations between the EKUI Brand and the customer will be settled according to the Portuguese Law, overriding the Vienna Convention on International sale of Goods of 1980 (CISG), even when regarding orders from other countries in the online store.

If you are unsatisfied with your purchase, we ask that you contact us through the means available, in order to resolve the situation.

When buying a product from the online store of the EKUI Brand you are agreeing to the terms and conditions described above.

Privacy Policy:

The privacy and data processing of our customers is very important, thus EKUI ensures that it does not sell, rent or exchange the data collected from third parties.

The personal information is confidential and is only used by EKUI, for the processing of orders and possible promotion of products, fully respecting what is established under the Protection of Personal Data Law – Law no. 67/98, of 26th October.

Despite the safe areas in the “EKUI” website, in which the information circulates encrypted, there is personal data that circulates in an open network, therefore not being protected from possible deviations. Therefore, “EKUI” cannot be responsible for the communication (disclosure?) of access codes, passwords, confidential codes and any sensitive information that may be hijacked.

Sometimes, advertising from third parties can be sent, but it will always be related to products and services marketed by EKUI.pt

Cookies Policy:

What is a cookie?
A cookie is a small piece of data stored by your browser (for example, Internet Explorer or Safari) in your device (for example, computer or phone). They allow sites to store information about the user, such as preferences and settings. Basically, cookies enable sites to remember the users and their preferred settings, thus allowing the site to respond accordingly.

How does EKUI.PT use cookies?
The information gathered by cookies can help to analyse the profile of our visitors and help us to provide a better user experience.

Anonymous analysis of cookies
The anonymous analysis of cookies can tell us if the visitor has already visited the site before. Each time that a user visits our site, the software provided by a third party generates a cookie. Your browser will tell us if the user has those cookies or not. This allows us to track unique users and how often they are visiting the site. These cookies cannot be used to identify the users unless they are registered on the website.

Registration Cookies
Registration Cookies indicate if the user is logged on or not.

Remove Cookies
If the user wishes to disable or block cookies, the user can do so through their browser’s settings. You may use one of the following links

Internet Explorer
Firefox
Chrome
Safari and iOS

If you have any questions, [email protected]