F.A.Q.

PERSONAL ACCOUNT

1 - How do I create my account?

To create an account, go to the "login" area, access "register as a customer," and fill in the requested information. Set and confirm your password. You will automatically receive an email with a link to confirm your account. You must click on this link to complete the account creation, thus registering in our online store.

You can also fill in the remaining details of your account, such as: shipping address and billing address.

2 - How do I log in?

To log in, simply enter the email and password you used to register your personal account.

3 - How can I edit my account?

To edit your account, you must access the "My Account" area and click on the "Edit" icon. Finally, click "Confirm".

4 - Is it possible to recover my password?

For security reasons, we never send passwords to any email addresses associated with personal accounts.

If you forget your password, when you log in and try to enter the wrong password, a message will appear asking "Recover my Password" which you should click.

In the "EMAIL" field, enter the email address you used to open your personal account, and click "RECOVER PASSWORD," where you will then receive a link from which you can set a new password.

5 - Why should I create an account?

By creating an account at www.samadisurfskate.com , you will be able to:

Your data will be automatically recognized whenever you visit our online store;

Access your purchase history through the “My Account” menu;

Save all your personal details and complete the ordering process faster (multiple billing/shipping addresses);

Receive our newsletters with the latest promotions available in all stores (if you have authorized subscription).

In addition, you can enjoy all the convenience of your online shopping.

6 - Is creating an account mandatory?

No. On our website you have two purchase options:

Purchase without creating an account. This purchase method simply involves providing your name, phone number, and email address without needing to register, create an account, or be added to our databases.

Create an Account. This purchase method involves registering by providing your name and email address, which will then create an account and be added to our database. With an account created, you will be able to see your data recognized whenever you visit the online store, as well as receive newsletters with our promotional offers.

7 - Is it possible to delete my online account?

Yes. In this case, you should contact our Customer Service Department by calling +351 925 670 534 (Monday to Friday between 9:00 AM and 6:00 PM) or by emailing info@samadisurfskate.com

ORDERS

1 - How can I buy online?

To purchase from our online store, simply add the desired products to your cart, provide a shipping address, and choose your payment method. Your order will be shipped directly to the indicated address within the delivery timeframe mentioned during order confirmation.

You can find your products in our online store as follows:

On the homepage, choose one of the filters from the main menu: MEN, WOMEN, CHILDREN, ACCESSORIES, SURF, SKATE, BODYBOARD and SKIMBOARD, or BRANDS. As you browse, use more filters to find the products you're looking for. If you already know exactly what you want, you can type the product name in the search box.

When you select a product, you will open the details page, where in addition to the price and corresponding color, you will find more detailed information about the product.

When selecting a product, specify the color, size, and quantity in the corresponding boxes and click Add to Cart. Repeat this step for all products you wish to add to your order, and in the shopping cart, click Proceed to Cart. After verifying your choices, click PROCEED TO CHECKOUT, or you can continue shopping by clicking ← Continue Shopping

You can always remove product(s) from your shopping cart by pressing (X) that appears after the product name.

2 - How to decide on the right size?

To complete the shopping experience in our online store, we provide our customers with size charts by brand, which you can check on the product page, as well as a size guide with suggestions on how to measure.

If you still have doubts about the size you have chosen, you can contact Customer Support via our Online Chat or by calling +351 925 670 534, where we will be happy to clarify any questions.

3 - Which countries can I order from in the online store?

Whether you are a registered customer or using the quick purchase option, on this website you can only order items for delivery in mainland Portugal, the Azores archipelago, Madeira, and the European Union.

4 - How can I be sure that my order has been completed?

The final step in the purchase process should always be a confirmation message indicating the general details of your order. Simultaneously, you will receive an order confirmation email at your email address, with all the details of your order. If you do not see this final message or receive the order confirmation email, it means your purchase was not completed. In this case, you should contact our Customer Service Department at +351 925 670 534 or by email at info@samadisurfskate.com

5 - When placing an order, is stock always guaranteed?

Despite all our verification efforts, sometimes stock shortages are possible. In this case, our Customer Service team will contact you to inform you of the shortage of the item(s) and process the corresponding refund.

SHIPMENTS

1 - How can I track my order?

To track your order, simply click on the Nacex link and enter the tracking code in the search box.

2 - After receiving order confirmation by email, how many days will it take to receive my order?

After receiving order confirmation at your email address, and after we have payment confirmation, the order will be delivered within 2 business days to mainland Portugal.

For the islands of Madeira and the Azores, transit time varies between 48/72 hours for Madeira and 72/96 hours for the Azores.

IMPORTANT: Please note that your order will only be prepared after payment confirmation.

3 - Can I choose where I want to receive my order?

If you are a registered customer, you have the option to save multiple addresses in your personal account settings, so you can choose one when finalizing each order.

4 - What happens if I'm not home to receive the package?

For a successful delivery, all that's needed is for someone to be at the address provided during the payment process; in other words, a signature from whoever is home is sufficient.

5 - What if no one is at the address I provided?

If no one is at the address provided for delivery, and after three delivery attempts, Nacex will leave a notification in your mailbox indicating an unsuccessful delivery attempt.

You must go to the Nacex counter indicated in the notification with it and your identification document.

6 - What are the shipping costs?

Shipping costs, based on the total order value and to a specified address, can be calculated before finalizing the order using our simulator. The total shipping cost is displayed at checkout after entering the delivery address.

For mainland Portugal and for orders over €49.99, shipping is free; otherwise, the table below applies.

For orders over 10 kg, please contact us by email: info@samadisurfskate.com

AFTER-SALES

1 - What should I do if I receive a defective item?

At SAMADI, Lda., we guarantee the quality of all our products online, but if the ordered product has any kind of defect, you should contact Customer Support via the number +351 925 670 534, or by email: info@samadisurfskate.com for information on shipping/collection procedures. Please remember that you should never send the item to SAMADI, Lda. without first contacting Customer Support.

2 - What should I do if my order doesn't arrive within the expected timeframe?

If you do not receive your order within the expected timeframe, please contact our Customer Support Service by calling +351 925 670 534 or emailing info@samadisurfskate.com

3 - Is it possible to modify my order after receiving the email confirmation?

The customer may modify their order due to an error, for example, changing the color or size, until it is shipped. Please contact our Customer Support Service at +351 925 670 534 or by email: info@samadisurfskate.com

4 - Can I cancel orders?

The customer may cancel the order at any time until it is shipped, provided they follow our Cancellation, Exchange and Return Policy, which can be found in the General Terms and Conditions of Sale . Please contact our Customer Support Service at +351 925 670 534 or by email at info@samadisurfskate.com

5 - Will I receive an invoice for my order?

All orders are shipped along with the corresponding invoice.

6 - Can I exchange or return an item?

If you are not 100% satisfied with your item(s), you will always have the option to exchange or return them within 14 days. This period begins on the day you receive the item(s) at the address provided.

We can pick up your item(s) at the address you provide. To do this, please contact Customer Service before sending it so we can better track your order. Please remember that you can only return or exchange the item if it is in its original packaging and has never been used.

7 - Do I have to pay to return it?

The Customer has the right to cancel the contract without incurring any costs within 14 (fourteen) days from the day following the day:

(i) where the Customer or a third party designated by the Customer, other than the carrier, acquires possession of the goods or in the event

(ii) where the Customer or a third party designated by the Customer, other than the carrier, acquires physical possession of the last asset when the consumer has ordered multiple goods in a single order and the goods are delivered separately.

8 - How long will I have to wait to receive the refund?

The refund may take up to 14 days after we receive the order at our warehouses.

9 - How can I submit a suggestion, comment, complaint, or claim?

To submit your Suggestions, Comments, Complaints, and Claims, please send an email to: info@samadisurfskate.com