Shipping, Collections, Deliveries and Returns Policy
SHIPPING POLICIES:
In the case of orders that include more than one product, shipping will be carried out when everyone is together. Therefore, the estimated shipping/delivery of your order is calculated based on the product whose estimated time is highest.
Available Carriers:
● NACEX / DPD
(operates only on business days)
The amount varies depending on weight and location. The amount is automatically calculated in the cart.
Order Receipt Deadline: 24 to 48 working hours after dispatch (taking into account the product with the longest estimated time).
In case of unsuccessful deliveries, this carrier makes 2 contact attempts to schedule a new appointment. If the incident persists, the order will be delivered to a collection point, waiting for you to collect it as soon as possible. After a few days at the collection point, the order will be returned to the sender. At this location, the order can only be collected at the place where it was returned, or request a new shipment, subject to a new payment.
Shipping to Madeira and Azores Islands: upon request
IMPORTANT: Please check for any anomalies. If this occurs, please mention the situation in the document provided by the carrier and within 24 hours formalize the complaint in writing to apoioaocliente@fly-baby.net with a description of the incident and photos proving it.
● A_FAST - SHENCKER - Furniture and/or Bulky Pieces Transport
(Operates only on weekdays - MON-FRI - except holidays)
This service does not include assembly.
The cost is automatically calculated based on the total weight of the products in the cart. The offer value/condition is valid for one delivery attempt. In the event of a failed delivery (e.g., due to customer absence), FlyBaby reserves the right to charge for a new delivery attempt as the carrier will charge our company for the additional service (cost for the second delivery attempt: €49.00). If the customer or designated recipient refuses to accept the goods upon delivery, there will be a charge for a new delivery attempt. The goods will be held in storage until payment is received.
Shipments are made on a pallet with ground-level unloading as close to the door as possible. Delivery takes place within 24-72 business hours after the order is shipped. Deliveries are not scheduled, and the carrier delivers without prior notice. If you prefer to receive your order on a specific day and time, you may opt for the “Service FixDay,” for an additional fee of €30.00.
FlyBaby sends an email 2 days in advance with the tracking number, shipping day and photo(s) of the package(s).
NOTE:
Upon receiving the order and before signing the carrier's delivery receipt, please check the condition of all packages (we send photos of the package(s) below for a record of their original condition). If you notice any visible damage, please make the following note on the receipt: "Packages show visible damage, so the condition of the products will be confirmed upon opening." Then, send us photos of the packages and the damages to the email apoioaocliente@fly-baby.net within 24 hours. If these steps are not followed, FlyBaby may not be held responsible for damages, as our carrier's policies require these procedures to be followed in case of damage during transportation.
Deliveries to countries outside the European Union: Shipping and its costs do not include customs clearance fees and import duties at the destination (these fees are the responsibility of the customer and must be paid before delivery at the destination).
COLLECTION POLICIES:
There is the possibility of collecting your order simply and free of charge. In this sense, we have the following options available:
● Collection in Physical Store:
Located at Avenida da Conduta Nº84, 4435-485 Rio Tinto, Porto and with the following opening hours:
Friday: 10:00 – 12:30 and 14:30 – 18:30
Saturday: 09:30 – 13:00
Estimated Collection Time: Immediately (during working hours), after our confirmation of the arrival of your product(s) at the store for collection.
In the case of orders that include more than one product, notification that the order is ready for collection will be sent when all of them are collected. Therefore, the estimated collection time for your order is calculated based on the product whose estimated time is longest.
Note: Furniture collections are not carried out in the Physical Store.
● Warehouse Collection:
Located in Travessa do Talhô nº77, 4590-369 Freamunde, Paços de Ferreira and with the following opening hours:
Monday to Friday: 08:00 – 12:00 and 13:30 – 17:30 (by appointment)
Estimated Collection Time: Immediately (during working hours), after our confirmation of the arrival of your product(s) at the warehouse for collection.
In the case of orders that include more than one product, notification that the order is ready for collection will be sent when all of them are collected. Therefore, the estimated collection time for your order is calculated based on the product whose estimated time is longest.
DELIVERY POLICY:
● FlyBaby Delivery and Assembly
Service available only in Portugal.
RETURN POLICY:
We do not accept returns of products marked “Online Exclusive”.
We do not accept returns of personalized products, which involve any type of personalization and/or products that contain a specific batch number.
To make a return, you must first analyze the condition of the product. It must be in perfect condition, without signs of use, with labels, in its original packaging and without damage or defects not reported upon receipt.
Furthermore, it must be within 14 days from the moment the order was received. If the conditions are met, you can contact us via email apoioaocliente@fly-baby.net, providing your order number, so that the return request can be analyzed.
Products sent without first confirming acceptance of the return will not be accepted and will not be eligible for a refund until the analysis is completed and under penalty of not meeting the conditions and being eligible for a refund of any amount.
In the case of orders, where there is an associated shipment, the return can be made without using carriers, as long as it is made in the same place where it was collected or from where it was sent. If you choose to use a carrier, the value of any shipment cannot be charged to FlyBaby.
For returns that meet the above conditions and are accepted, Flybaby will contact you via email and request the IBAN for refund purposes. The latter will be carried out after receipt of the product and with a bank account already provided, within 14 days. Shipping or delivery and assembly costs are non-refundable.