FAQ's

 

How To Buy

Buying at TMcollection.com is easy:


1. Click in SHOP ONLINE, choose from – Woman, Accessories or Home – and browse through ALL products or use a filter (Coats, News, …).
 
2. View products and click on your pick to see larger pictures, different angles, colors, sizes and additional info.
 
3. To order choose color, size, quantity and click in ADD TO BASKET.
 
4. Continue buying or click CHECKOUT to process your order.
 
5. You can always review and edit your order by clicking VIEW BASKET.
 
6. During CHECKOUT if you are a registered client please LOG IN. If you are not, please SIGN UP or checkout as a GUEST.
 
7. Please verify your Delivery Address and check Delivery Charges.
 
8. Choose your Payment Method.
 
9. If everything is ok CONFIRM YOUR ORDER.
 
10. Proceed with payment.
 
11. You will the receive an Email with your Order Details.

 

PAYMENT

WHAT PAYMENT METHOD CAN I USE?

We offer the following payment methods: Visa, Mastercard, American Express and Discover Credit Cards, plus Paypal.
 
WHY MIGHT MY CREDIT CARD BE REFUSED?

Your credit card may be refused for any of the following reasons:
      • The card may have expired. Check that your card is still valid.
      • You may have reached your credit limit. Contact your bank to check that you have not exceeded the authorized purchase limit.
      • You may have entered some information incorrectly. Check that you have filled in all the required fields correctly.

CAN I INCLUDE MY COMPANY´S INFO IN MY INVOICE?

Yes, as long as you have registered as a company. You can choose this option when you Sign Up. If you are registered as an individual you can change it to company in MY ACCOUNT / ACCOUNT INFORMATION.
 
 
CAN I ORDER TAX-FREE?

No, as Tax Free only applies to products bought in store and which you transport.
 
 
IS IT SAFE TO USE MY CREDIT CARD ON THE WEBSITE?

TMcollection.com uses PayPal Business Services to process all its payments. PayPal is considered one the safest web payment systems in the world. For further information please look into https://www.paypal.com

DELIVERY

WHERE CAN I RECEIVE MY ORDER?

It can be sent to any address selected by you (home, work, etc.). We do not send to PO Box. Order delivries are processed during labor time and require a signature,so please be sure you have someone to receive your order if not yourself.
 
CAN THE DELIVERY ADDRESS BE DIFFERENT FROM MY OWN ADDRESS?

Yes. During CHECKOUT you may define a different delivery address.
 
HOW LONG WILL MY ORDER TAKE TO ARRIVE?

Delivery times depend on the destination. For most countries delivery takes between 3 to 5 working days. Customs delays should be added to this period.
 
HOW MUCH DO I PAY FOR DELIVERY SERVICE?
 
When you checkout from the shop you will be informed on the delivery charges. This information will also be on the email you will receive after CONFIRM ORDER.
 
CAN I TRACK MY ORDER?

Yes. As soon as your order his dispatched TMcollection contracted transporter will send you an email confirming it and informing the tracking number of your delivery (with a link into his web page). With this traking number you will have access to all your delivery information on the transporter site.

 
WHAT INFORMATION DO I HAVE ON THE DELIVERY PROCESS?
 
TMcollection contracted transporter will send you an email confirming that your items have been dispatched (when your order leaves the warehouse) informing the tracking number (with a link into his web page). With this traking number you will have access to your delivery information on the transporter site.

RETURNS

HOW DO I RETURN AN ITEM?

To return an item you need to contact our Customer Service and request a home pick-up service. After verifying all the details,we will send a courier to collect your package within 24 hours (wherever possible). The courier will get in touch with you in order to arrange the service details. If for some reason the arranged date is not convenient for you, get in touch with them to change it.
 
HOW LONG DO I HAVE TO RETURN AN ITEM?
 
Returns can be made within 15 days from date of product delivery.
 
DO I HAVE TO PAY ANYTHING TO RETURN MY ITEMS?
 
You will pay the transport costs (delivery + return charges). Return charges will be equal to delivery charges. They will be deducted from your initial payment.
 
HOW WILL I RECEIVE MY REFUND?
 
Once the return has been approved (the items have to be in perfect condition and internal labels must be intact), you will receive your refund via the same means used to make your purchase.
 
WHEN WILL I RECEIVE MY REFUND?
 
Once the return has been approved (the items have to be in perfect condition and internal labels must be intact) you will receive a confirmation email indicating that the refund will be paid into your account within a few days.
Remember that payments to your credit card always depend on your bank/building society.
 
WHAT SHOULD I DO IF THE REFUND AMOUNT IS INCORRECT?
 
Contact our customer service, and we will solve the problem as quickly as possible
 
TMcollection.com reserves the right to reject returns sent or communicated beyond the return period limit, or items which are not in the same condition in which they were received.

EXCHANGES

 
CAN I EXCHANGE MY PRODUCTS?
 
Yes, please contact our Customer Service. You will have to return the product and pay the transport costs (delivery + return charges). You can then buy a new product online and we will credit your initial payment minus transport costs against your new buy.
 
HOW DO I EXCHANGE MY PRODUCTS?
 
You contact our Customer Service.
 
HOW LONG DO I HAVE TO MAKE AN EXCHANGE?
 
Exchanges must be made within 15 days from the date of product delivery.
 
CAN I EXCHANGE MY ITEMS AT A STORE THAT SELLS TMCOLLECTION ?
 
No, you can only do that in our own shops in Portugal.

FAQ'S

 
IN WHICH COUNTRIES IS IT POSSIBLE TO SHOP ONLINE?
 
Our site is open to every country. You will need to verify during CHECKOUT if we have normal delivery to your country. If we do not please contact us for further assistance.
 
HOW MANY LANGUAGES IS IT POSSIBLE TO BROWSE IN?
 
The TMcollection.com browsing languages are English and Portuguese.
 
ARE OUT-OF-STOCK ITEMS RESTOCKED?
 
If an item is out of stock, we will try to restock it as soon as possible. If no stock is available, it will be removed from the website.
 
WILL I HAVE TO PAY CUSTOM DUTIES?
 
Custom Duties are your responsibility. Situation (applicability, value, time and procedures) will depend on a country by country basis. For customers inside EU no duties apply.
 
WILL I RECEIVE THE SAME PRODUCT THAT I SEE IN THE PHOTO?
 
Yes. By simply clicking on Newsletter you will receive information on TMcollection’s latest products and events. You can also see us on Facebook or on NEWS at www.Tmcolection.com
 
CAN I CANCEL MY TMCOLLECTION NEWSLETTER SUBSCRIPTION?
 
You can easily cancel your subscription by clicking on the Newsletter menu. Fill in the details and select send.
 
HOW DO I RECOVER MY FORGOTTEN PASSWORD?
 
If you have forgotten your password, you can recover it in the Sign UP section. You will receive an email explaining how to define your new password.
 
HOW CAN I BE SURE THAT I'VE MADE MY PURCHASE CORRECTLY?
 
Once you have placed your order, you will receive a confirmation email. If you do not receive an email, contact our Customer Service.
 
CAN I TRACK MY ORDER?
 
Yes. Go to MY ACCOUNT / ORDER QUERY – Site da FEDEX …..????
 
CAN I REMOVE ITEMS FROM MY ORDER?
 
Yes. You can delete any unwanted items from your shopping bag as long as the order hasn’t been processed yet. Once you CONFIRM ORDER you can no longer change it.
 
CAN I CANCEL MY ORDER?
 
Yes. You can cancel your order until you click on the CONFIRM ORDER button.
 
WHAT SHOULD I DO IF I RECEIVE A FAULTY ITEM?
 
TMcollection.com only sells items in perfect condition so, in the rare event of receiving a faulty item, please contact our Customer Service.
 
WHAT SHOULD I DO IF I RECEIVE AN INCORRECT ITEM?
 
If you were to accidentally receive an item that you did not order, please contact our Customer Service.

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