Delivery Information
IMPORTANT INFORMATION:
We guarantee that all your data will be protected and used solely for the delivery of orders or store-related information.
All items include VAT at the legal rate of 23% and may be subject to change without prior notice.
All orders are accompanied by an invoice.
Products are reserved for 24 hours. If Bigwave does not receive payment within this period, the order will be automatically canceled.
CHRISTMAS EXCHANGES: PURCHASES MADE BETWEEN 11/28/2024 AND 12/24/2024 MAY BE EXCHANGED UNTIL 01/10/2025.
PAYMENTS: You can pay via Multibanco, MBway, PayPal, or bank transfer.
PAYPAL
MULTIBANCO: Payment by Multibanco can be made through the Multibanco ATM network or via your online banking service. A reference is generated when you finalize your order. At the Multibanco terminal, select the "Payment for Purchases" option and enter the reference generated at the time of purchase. Your order will only be dispatched once we confirm receipt of your payment.
BANK TRANSFER: IBAN - PT50 0018 2161 0219 7188 0201 2
SWIFT/BIC - TOTAPTPL
DELIVERY: All orders include shipping fees, which vary depending on the size/weight and the delivery location. You will be informed of these fees before finalizing your purchase.
Items are shipped within a maximum period of 15 business days, unless there is a stock outage, in which case our team will contact you immediately.
Bigwave delivers orders via CTT Expresso, Nacex, and TNT. Deliveries are made only on business days.
Indicatively, unless there are product availability issues or other force majeure circumstances, delivery times are as follows:
- 2 business days for Mainland Portugal
- 5 business days for Madeira Island
- 7 to 15 business days for the Azores Islands.
*Note: Shipments to Corvo and Flores may have an additional transit time of up to 12 business days.
Delivery times are indicative and are considered valid if there are no physical or structural impediments such as incorrect or incomplete addresses or force majeure events like strikes, lost connections, or adverse weather conditions.
The shipping cost is calculated automatically by the system as follows:
- Mainland Portugal: €9.00*
- Islands: €17.00*
- Handling fee: €7.00 (applies to surfboards, board bags, skateboards, travel bags, and all large items).
*These values may change.
Free delivery applies only during specific promotions and is valid exclusively for Mainland Portugal; it does not extend to other zones.
DELIVERY METHOD: Once your order has been dispatched, you will receive a confirmation email with the assigned shipping number and a link to track your order on the carrier’s website.
You can receive your order at any location (except P.O. boxes). Simply provide the address where you will be present. A delivery attempt will be made at the address indicated by a carrier courier.
NOTICE: It is not possible to select a specific delivery time as it depends on the route assigned to the courier on the day of delivery.
If you are not present at the delivery address, the procedure will be as follows:
- A postal notice will be left for you to collect the package at the post office closest to your residence within 3 business days from the attempted delivery date.
- To collect your order, you must present the postal notice left by the courier, along with your ID card or citizen card.
- If you are unable to collect the package personally, a third party may do so, provided the postal notice is signed as per your ID and accompanied by a copy of your identification document.
If the order is not collected within 3 business days, it will be returned to Bigwave. If the address you provided is incorrect or incomplete, the CTT courier will not be able to leave a postal notice, and your order will immediately begin the return process to Bigwave.
NOTICE: If your order is returned to us due to reasons beyond Bigwave's or the carrier's control, all associated shipping and return costs will be charged to you.
RESENDING ORDERS: If your order is returned to us due to reasons beyond Bigwave’s and the carrier’s control, and it was paid for via PayPal or MB, you may request a refund or a replacement order.
To request a refund, please send us a message confirming whether you wish to receive the refund through the original payment method or as a discount voucher for your next purchase. If no message is received, Bigwave will issue a voucher to your client area for the refund amount.
If you paid by MB, please provide us with your bank account number (NIB) for a refund via bank transfer. Shipping and return costs will be deducted from the refunded amount.
If you prefer a replacement order, which maintains the initial order conditions (product prices, shipping costs, and offers), an additional fee of €9.00 will be required for administrative and logistical processing. This payment must be made via Multibanco, and the proof of payment should be sent to our email: loja@bigwavestore.com. We recommend including the returned order number to help us identify your payment.
EXCHANGES AND RETURNS: For distance purchases, the consumer has a maximum period of 15 days from receipt of the order to return it.
The returned order must be complete and in the same condition as when received. Products must be returned in their original condition.
No exchanges/returns are accepted for personal items (e.g., underwear).
Products returned incomplete, damaged, or used by the customer will not be accepted.
The shipping costs for exchanges/returns are borne by the customer.
In cases where the right of withdrawal is exercised, Bigwave will endeavor to refund the customer, although this period depends on assessments conducted on the returned items, with a maximum duration of 15 business days.
For payments made by Multibanco, refunds will be processed via bank transfer, and you will need to email your bank account details and full name for processing.
For payments via PayPal, refunds will be processed through PayPal.
In case of exchange, the customer may exchange the product within 15 days from receipt, provided the product is presented in its original condition and with the purchase receipt.
Returns are free of charge if the reason for the return is due to Bigwave’s responsibility. If you change your mind or made an incorrect order, the return shipping cost is your responsibility.
Always keep the shipping receipt as responsibility lies with the customer until the item(s) reach our warehouse. We are not liable for items lost or delayed in transit to our warehouse.
Shipping costs for returns are refunded only if Bigwave is responsible for the return (e.g., defective or incorrect products). In this case, keep your shipping receipt to send to Bigwave for reimbursement.
Address for exchanges/returns:
Big Wave Unipessoal Lda
Av. Júlio Graça nº 380
4480-672 Vila do Conde
HOW TO MAKE A CLAIM FOR A USED PRODUCT: To make a claim for a used product, contact Customer Support (TEL: 252 647124) so we can proceed with the resolution process. After this contact, you will need to send your product, the corresponding invoice/order note, and a brief description of your claim.
The claim will be reported to the brand, and the maximum response time is 30 days.
If the claim is accepted by the brand, the product will be replaced with a new one (exactly the same) or refunded (if the item is no longer in stock). If the claim is not accepted, the claimed product will be returned to the customer.
Return costs: Return shipping costs are the customer’s responsibility. You may opt to return the item in person at the Bigwave physical store to avoid costs.
WARRANTIES: Products have a one-year warranty against manufacturing defects unless otherwise specified in the product description.
The use of the warranty is subject to an inspection of the item by Bigwave and its representative. Warranty coverage will be voided in cases of misuse.
List of Alternative Dispute Resolution (ADR) Entities for Consumer Disputes
Under Article 18 of Law 144/2015, companies that supply goods or services to consumers must inform consumers (individuals acting outside their commercial, industrial, artisan, or professional activities) about the available ADR entities to which they are bound either by adherence or by legal imposition due to necessary arbitration.
Below are some files that can be used to comply with this obligation:
Porto Metropolitan Area: Arouca, Espinho, Gondomar, Maia, Matosinhos, Oliveira de Azeméis, Porto, Póvoa de Varzim, Santa Maria da Feira, Santo Tirso, São João da Madeira, Trofa, Vale de Cambra, Valongo, Vila do Conde, and Vila Nova de Gaia:
Porto Consumer Information and Arbitration Centre
Rua Damião de Góis, 31 – Loja 6
4050-225 Porto
Tel.: 225 508 349 / 225 029 791
Fax: 225 026 109
Email: cicap@mail.telepac.pt
Web: www.cicap.pt
Amares, Arcos de Valdevez, Barcelos, Braga, Caminha, Esposende, Melgaço, Monção, Montalegre, Paredes de Coura, Ponte da Barca, Póvoa do Lanhoso, Terras do Bouro, Valença, Viana do Castelo, Vila Nova de Cerveira, Vieira do Minho, Vila Verde, and Viana do Castelo:
Consumer Information, Mediation, and Arbitration Centre (Consumer Arbitration Court)
Rua D Afonso Henriques, nº 1 (Ed Junta de Freguesia da Sé)
4700-030 Braga
Tel: 253 617 604 / Fax: 253 617 605
Email: geral@ciab.pt
Av Rocha Paris, nº 103 (Vila Rosa Building)
4900-394 Viana do Castelo
Tel: 258 809 335 / Fax: 258 809 389
Email: ciab.viana@cm-viana-castelo.pt
Web: www.ciab.pt
Cabeceiras de Basto, Guimarães, Felgueiras, Fafe, Póvoa de Lanhoso, Póvoa de Varzim, Santo Tirso, Trofa, Vila do Conde, Vila Nova de Famalicão, Vieira do Minho, and Vizela:
Consumer Conflict Arbitration Centre of Vale do Ave
Rua Capitão Alfredo Guimarães, n.º 1
4800-019 Guimarães
Tel.: 253 422 410
Fax: 253 422 411
Email: triave@gmail.com
Web: www.triave.pt
Póvoa de Varzim, Vila do Conde, Santo Tirso, and Trofa:
Porto Consumer Information and Arbitration Centre
Rua Damião de Góis, 31 – Loja 6
4050-225 Porto
Tel.: 225 508 349 / 225 029 791
Fax: 225 026 109
Email: cicap@mail.telepac.pt
Web: www.cicap.pt
Consumer Conflict Arbitration Centre of Vale do Ave
Rua Capitão Alfredo Guimarães, n.º 1
4800-019 Guimarães
Tel.: 253 422 410
Fax: 253 422 411
Email: triave@gmail.com
Web: www.triave.pt
For more information, visit the Consumer Portal: www.consumidor.pt