Contact information
Talk to our Trollbeads experts
Monday through Friday
Email: info@trollbeads.pt
You can right to us either in english, spanish or portuguese.
General information:
Trollbeads A/S
VAT: 28717024
Toldbodgade 13
1353 Copenhagen, Denmark
Email: info@trollbeads.pt
1. Purchases made on Trollbeads.pt and Trollbeads.es
Shopping on the Trollbeads website is considered a legally binding agreement. Place the desired items in the shopping cart on the Trollbeads website. You can edit your shopping cart at any time by clicking on the shopping cart icon in the top right-hand corner of the website. Here, you can also write a comment about your order. Then click on "Checkout".
You will then have to fill in your details and you can also add a discount code. Select your payment and delivery method and review your order before confirming your purchase.
When you submit your purchase, clicking on the "Checkout" button means that you accept and agree to comply with Trollbeads' terms and conditions.
You will receive a confirmation of your order by e-mail, as an electronic receipt. You will also receive email communications throughout the process with updates on shipping and delivery.
If you have any problems or questions about your purchases, you can always contact our customer service team at:
Email: info@trollbeads.pt
2. Payment
We accept Visa, Mastercard, American Express, Paypal, Google Pay and Shop Pay.
If you want to pay with a credit/debit card, just select the card you want to pay with at the checkout and enter the necessary information. No additional costs will be added to the purchase price.
All amounts shown on the Trollbeads website include VAT.
This website uses the following currencies for pricing: Euro (EUR)
Trollbeads uses a secure payment server that encrypts all information with the SSL protocol, which means that your data is safe and cannot be read by strangers. The Trollbeads website itself also uses SSL encryption.
3. Shipping and delivery
Our average delivery time for mainland Spain and Portugal is 2 to 4 working days from the date of dispatch. Shipping notifications will be sent to you along the path of purchase. There may be a delay in the estimated delivery time during the months with the highest flow of orders or for orders to the Canary and Baleares Islands, Ceuta, Melilla, Autonomous Regions of Madeira and the Azores. However, we always strive to ship orders as quickly as possible and will always inform you of any possible delays.
All products are shipped in protected packaging.
Please note that all orders are shipped from Trollbeads' warehouses in Denmark and/or Italy.
4. Warranty
The items supplied are subject to a warranty period of 02 years against defects and lack of conformity of the goods, and will be repaired or replaced provided that they are communicated to Trollbeads within this period of time and under the terms and conditions of the provisions of Decree Law no. 84/2021, of October 18.
However, the rights granted, to repair or replace the goods, proportional reduction of the price, or termination of the contract, expire after two years from the date of communication of the lack of conformity.
The warranty applies to all software, material and manufacturing errors and is not valid in the event of incorrect or abnormal use of the product.
In cases where errors and defects appear within 14 days of delivery of the product, you can request its immediate replacement or the termination of the contract, in which case the price will be refunded.
Trollbeads will bear the cost of returning the goods, up to an amount deemed reasonable by Trollbeads.
For a return, please contact customer service at info@trollbeads.com. Every time you contact us about a return, please read our return policy and include the requested information regarding the return on your email.
5. Returns
You may withdraw from the contract with Trollbeads within a maximum period of fourteen (14) days after receiving the product, without payment of compensation and without having to state the reason.
To do so, you must inform Trollbeads of your intention to use the right of withdrawal, clearly, by email to info@trollbeads.com, and comply with the return conditions established by Trollbeads, namely:
a) Be within 14 calendar days of receipt of the product;
b) The products must be in their original and unused condition, with all Trollbeads labels and include the accompanying documentation;
c) The return must be made in the original packaging and the product must be securely packaged.
d) You must attach a copy of the order confirmation, as well as the return form that came with your item.
e) You should keep the receipt with the tracking number of the order so that you can follow it until it arrives at our premises.
f) The product must be in Trollbeads' possession no later than 14 (fourteen) days after you have notified us of your intention.
In order to speed up the return process, you must include in your email the following information:
- order number,
- order date,
- your name,
- shipping address
- reason for return.
- which items you want to return (if it is the whole order or just specific items)
You will be responsible for the return costs.
Remember that you are responsible for the item from the moment you receive it, so you are liable for any deterioration in its value due to handling other than that necessary to determine its nature, properties and function. This means that you have to try out the product in the same way as you would in a physical store. You can test the product, but not use it.
It is up to Trollbeads to assess the condition of the item, and all products are inspected on return.
If an item is returned incomplete, damaged, worn or with marks of use or in unsuitable condition, Trollbeads will not refund the price and the product will be sent back to you, and you will have to bear the delivery costs. If it is not possible to send the item back, for reasons not attributable to Trollbeads, the item will be available for collection at Trollbeads' premises, but you will still be charged for the transportation costs incurred in the attempts to send it back.
If the return is accepted, Trollbeads will reimburse the price paid, as well as the delivery costs (with the exception of additional costs that correspond to a different delivery method and are more expensive than those commonly accepted by Trollbeads), within eight (08) days of receiving the product at our premises.
Please note that we do not accept cash on delivery orders and you cannot refuse an order without informing us clearly in advance.
Read our Refund Policy here.
6. Campaigns & offers
All offers are only valid while stocks last. Discount codes are only necessary if they are clearly displayed.
Only purchases within the promotion period qualify free gifts. Offers and free gifts cannot be added to orders placed outside the campaign period.
If items qualifying for the free gift are returned, the free gift must also be returned.
If the free gift is not returned, we reserve the right to withhold the refund until we receive the free gift back.
Please note that the discount does not appear in the basket for Outlet items and items from the Set in Stone campaign. This is due to technical limitations of the website, but you can trust that your discount will be deducted.
If you want to use our Unique bead offer (3 for 2), you must add all three unique beads in the shopping cart. One of the beads will automatically have the price deducted and be free of charge in the shopping cart.
If we run seasonal and shorter campaigns and offers, the goods in question (the free gift) must be added in the shopping cart. The provided discount code must then be entered to claim the product as a free gift or its reduced price.
7. Disclaimer
We strive to always have a well-updated website and ensure that all information regarding our products is correct. However, errors may occur and in certain cases prices may be incorrect. If we discover a price error on a product that you have purchased on our website, we will contact you as soon as possible. In these circumstances, however, we will inform you of the correct price and you can thereby decide whether you wish to buy the product at the correct price. If we are unable to contact you, we reserve the right not to approve the purchase. We reserve the right to change prices on the website with immediate effect. We reserve the right for price changes, proofreading errors and technical errors on our Webshop and correct them as soon as possible.
8. Privacy and cookie policy
Trollbeads A/S is committed to keeping your personal information secure and confidential. We collect information about you when you use our websites, which is only used in accordance with these regulations. We do not resell personal information and do not pass on your personal information to third parties, it is only recorded in our customer directory. You should regularly read our Privacy and Cookie Policy to make sure you accept any changes. The collection of information on our websites is always carried out in accordance with applicable legislation. When personal data is collected via the Trollbeads website, we ensure that this always happens with your express consent, so that you are informed exactly what information is collected and why.
What we collect:
- Your name
- Contact information, including e-mail address
- Demographic information, such as zip code, settings and interests
- Other information relevant to customer events and/or offers
Read our full Privacy and Cookie Policy
9. Complaints
As a consumer, you can lodge a complaint about the products you have purchased with the European Consumer Center in Portugal, via the European Commission's online dispute resolution portal, see https://cec.consumidor.pt/topicos1/resolucao-de-conflitos-/apresentar-uma-reclamacao-no-cec.aspx.
When submitting a complaint, please indicate our email address: info@trollbeads.pt.
10. Third party applications
While visiting our website, you will notice that we use third party websites such as Facebook, Twitter, Pinterest, YouTube and Instagram to provide information about Trollbeads. Although individuals may have challenges accessing these particular websites, Trollbeads does not control or remedy the manner in which content is produced.
11. Applicable law, disputes and jurisdiction
Trollbeads is not bound, by adhesion or legal imposition arising from necessary arbitration, to any entity for the alternative resolution of consumer disputes.
You can obtain information on the entities available to promote the out-of-court settlement of national and cross-border disputes under Law no. 144/2015 of September 8, when they are initiated by a consumer against a supplier of goods or service provider and concern contractual obligations resulting from contracts for the purchase and sale or provision of services, concluded between a supplier of goods or service provider established and consumers residing in Portugal and the European Union, by consulting the Consumer Portal at www.consumidor.pt.
This contract is drawn up in accordance with Portuguese law and the parties agree to submit to the jurisdiction of the Lisbon District Court.
