1. What do the prices include?
All prices shown on the site include VAT and other local taxes, but do not include shipping costs, which will be detailed below and must be accepted by the customer.
2. I want an item that isn't available. What can I do?
Normally, items that are no longer in stock in the online store are in "Unavailable" status. However, they can be purchased within an estimated 2-3 weeks. If, for any external reason, NorSafe is unable to meet the deadline, it will inform the customer by e-mail or telephone.
3. How can I order something I've seen on norsafe.pt in the store?
Simply note the reference number (SKU) on the product sheet. With this reference, color and size, you can ask our store staff for help in finding the item. Please note that the price in the physical store is higher than in the online store. We advise you to place your order online and when finalizing your order, select the shipping option: Pick up in store.
5. What advantages do I get from registering?
Once you've registered, you won't have to fill in your shipping details every time you make a purchase. What's more, you'll find out about our exclusive promotions, discounts and much more that might interest you.
6. How do I register?
Look in the top right-hand corner for the 'Login' link. Then, in the 'Register' section, fill in the form and click Register.
7. I've forgotten my password. What can I do?
If you have forgotten your password, click on "Login" and then on "Forgot your password?". All you have to do is type in your e-mail address and we will automatically send you your password.
8. Once registered, how can I change my details?
Go to "Login" and click on the "Edit profile" button.
9. I don't want to receive any more communications in my e-mail, how can I indicate this?
If you no longer wish to receive communications from us in your e-mail, send an e-mail to store@norsafe.pt. It's that easy!
10. If I have a problem with my order, what can I do?
If these answers do not solve the problem, please contact our customer service, write to us at store@norsafe.pt. mailto:store@norsafe.pt.
12. I'm not satisfied with my order. Can I return or exchange it?
To return the product, please contact NorSafe via e-mail at mailto:store@norsafe.pt and/or telephone number. If you contact us by e-mail, you must attach the purchase invoice. If you contact us by telephone, you must indicate the invoice number.
We do not refund money unless the product in question is visibly damaged or has a manufacturer's defect.
The return process involves providing/crediting the value of the product(s) in question to be deducted from a future order on the site. That said, the value of the item(s) remains at the customer's disposal, to be spent exclusively at www.norsafe.pt, within a maximum period of 180 days.
15. How can I pay for my purchase?
To pay for your purchase, you can use your credit card (VISA, MasterCard, American Express), Multibanco, PayPal, MB Way, Cash on Delivery or bank transfer.
16. When is payment made?
Payment will be made at the time the order is placed and is an indispensable condition for formalizing the order. The amount of this payment will be obtained by adding up the price of each item and the corresponding shipping costs, and deducting, at the end, the amount corresponding to any promotions you may be eligible for, if applicable.
The proof of purchase corresponding to the order will be sent to you by e-mail and can be consulted in the "Profile > Order history" section, if you have made the purchase as a registered user.
17. My payment failed, what can I do?
Contact our customer service, write to us at mailto:store@norsafe.pt, and we'll quickly find out what happened.
18. What should I do if I detect fraudulent use of my card?
You should notify us as soon as possible via our customer service department, by writing to us at mailto:store@norsafe.pt
19. Can I not receive an item I bought?
NorSafe informs the customer when viewing the product whether it is available, in limited stock or unavailable. If the item is unavailable, you will have to wait between 2 and 3 weeks to receive the product.
If the product is in limited stock, it means that you have <= 5 units, but if you choose 6 units, you will be contacted to choose whether you want to receive the available quantity immediately, or wait for the total quantity to be sent. The same goes for buying an available product and an unavailable product.
NorSafe will do everything possible to send the items requested by the customer within the estimated time, but it is possible that, in certain cases and due to causes that are difficult for NorSafe to control, such as human errors or incidents in computer systems, it will not be possible to make any of the items requested by the customer available.
If an item is not available on the market under any circumstances after the order has been placed, the user will be notified either by e-mail or by telephone. You will be given the option of canceling all or part of this order.
20. How long does it take for my order to arrive?
Delivery is made between 2 and 3 working days after the purchase has been made, with the exception of unavailable stock.
21. Where will I receive my order?
At the delivery address you give us, as long as it is in Portugal (mainland), with the exception of PO boxes.
In both cases, you can track your orders in the Profile from "Track order " using the number of the waybill sent to you by message or e-mail by the carrier.
This information must be provided in order for us to deliver your order. You will have 15 working days to collect it.
22. What are the shipping costs for a purchase?
Shipping costs
Shipping costs depend on the total amount of your purchase and the place of delivery. In some cases, you won't have to pay anything!
23. My order hasn't arrived. What should I do?
If you made your purchase as a registered user, to check the status of your order, click on "Profile". There you will find the "Track order" section, where you can see the status of each order. If you have any further questions, please contact our customer service department at mailto:store@norsafe.pt.
24. Will I know in advance when the package will arrive at my home?
Our courier will send you an e-mail or SMS one day before the order arrives to inform you of the approximate time slot in which the delivery will take place.
25. What happens if I'm not at home when my order arrives?
Our carrier, CTT, will send you an SMS one day before your order arrives to inform you of the approximate time slot in which it will be delivered. If, at that time, you know you won't be there to receive it, please click on the link in the SMS to change the order's delivery details.
If, for some reason, you were unable to notify CTT and you are not there when they come to deliver your order, you will receive an SMS from CTT informing you of the CTT store where the product(s) can be picked up.
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