Shipping and Returns Policy


We ship Monday to Friday, excluding public holidays.
  • Shipping to Portugal Continental (via CTT Standard)
    € 7,50 with free shipping on orders above € 150,00
  • Shipping to Portugal Açores and Madeira (via CTT Standard)
    € 34,40 with free shipping on orders above € 250,00
  • Shipping to the EU (Express via FedEx)
    € 15,00 with free shipping on orders above € 250,00

General Delivery Info

All orders within Portugal are delivered by CTT Portugal. Within Europe the delivery is provided by FedEx.

When placing your order please ensure that the billing and shipping address details are correct, as we are unable to redirect.

Please note that your billing address must match the address on your credit card statement.

We will do our best to keep delays to a minimum. Our delivery time starts from the moment an order is accepted and includes a 24 hour period where your items will be dispatched by our warehouse. Please note this can take longer during our sale periods when it may take up to 48 hours for shipments to be dispatched.

When your order is shipped, we will send you a confirmatory email.

Delivery times are estimates and start from the date of dispatch. We will endeavor to deliver your order as soon as possible but cannot be held responsible for delays due to remote delivery locations or adverse weather conditions. Please allow up to 2 or 3 working days for Portugal an 7 working days for your order to the rest of Europe.

Please note: Your delivery times may be alternated during very busy periods, such as the December Holidays and Bank Holidays. We will do our very best to ensure that you receive your order as soon as possible.

Order confirmation

You'll receive an Order confirmation email. If you don't receive an Order confirmartion email, please look in your spam folder. If there's no money debited from your account, probably the payment wasn’t successful, and you need to place your order again. If none of this apply, please contact our customer service at +351938332805 (calls the portuguese mobile network).

Buy Online, Local Pickup in Store

If you're looking for ways to make your shopping fast, convenient, and on your schedule, then Buy Online with Local Pickup in Store option.

Placing a Buy Online, Local Pickup In Store order is easy and quick. When you complete this service, you’ll receive an email when your order is ready. Pick up your order on the time that suits you the best. And best of all, ordering online and picking up in store allows you to save on shipping fees and avoid shipping time altogether!

Cancel or change orders

Unfortunately it is not possible to make any changes to your order once you’ve placed it. Of course you can (partially) return your order after receiving.


If you wish to return any item(s) from your order you must inform us within 14 days of delivery. Items received outside of the specified returns period will not be accepted.

Please note that a 100% refund of our return can only be made if the item arrives in their original condition, undamaged and unused. For used items we reserve the right to withhold a part of the refund amount. Please also note that we can only take back hygiene articles which still have the existing seal and which are not defective. The return of vouchers and e-vouchers is excluded.

Returns that have been used, altered, or damaged will not be accepted and may be sent back to you and/or a refund refused. We cannot be held responsible for any missing returns or items whilst in transit.

Items must be returned from the original shipping country with the original returns form. Please note that we may not refund items that are sent without any return paperwork.


Refunds will be credited to your original method of payment. Original shipping charges, duties, taxes or tariffs will not be refunded. Once your order has been received and inspected please allow 1-2 working days for a refund to be credited back to your payment method.

Any delivery costs paid in connection with the order are non-reimbursable or refundable. Moreover, any return delivery and clearance costs incurred by you when returning products are non-reimbursable or refundable.


We accept American Express, Discover, Maestro Card, Master Card, UnionPay and Visa.

You can also choose to pay with PayPal. When selecting this option at checkout, you will be directed to the PayPal site to "Log In" and review the amount shown before clicking "Pay Now". Once this transaction is complete, you will then return to our site.

Payment Security

OTRO perfume concept uses Secure Socket Layer (SSL) technology to encrypt and protect the data you send us over the internet. If SSL is enabled, you will see a padlock at the top of your browser and you can click on this to find out more information about the SSL digital certificate registration.

You will also notice that when you look at the URL at the top of the browser you will see that it begins with "https" instead of "http". This means that you are in secure mode.

This ensures that your information is kept private between your web browser and our web server.

If your card issuer is based in the EU, you may be asked to verify your payment due to a new requirement under the second Payment Services Directive (PSD2). You’ll be directed to a dedicated page to enter further information or asked to authorise the payment using your mobile phone. Once completed, you’ll return to our site.

Saved Card Details

To make shopping quicker in future, you have the option to safely store your credit card details.

Your full card details will never be displayed, only the last four digits so that you know which card you are using.

You can delete your card details by unticking "remember my payment details" on the payment page. If you change or add a new address, you will need to re-enter your card details.