FAQ - Frequently Asked Questions
How can I pay for my order?
You can pay by MB "Multibanco" reference, credit card, Paypal, on collection or bank transfer (if you live outside Portugal) and MBWay.
Is it safe to use my debit/credit card when making an online payment?
All payments made on our website are processed over an SSL connection and are 100% secure.
How do I pay in installments?
On the checkout page simply select "Splitit" as your payment method and you will be taken to the Splitit page. Here you can select how many months you want to pay for your purchase. You can select up to 4 months.
Here you can also check the value of each monthly fee, depending on the number of months you choose, and the dates on which they will be charged. After selecting your plan, you will be asked to fill in your card details and verify the transaction with a code sent by SMS.
Splitit will send you a confirmation email and payment details as well as the details to access your Splitit account. You must have the 3DS active on your card to receive the code by SMS, if you don't, please contact your bank.
What is Splitit?
Splitit is a third-party service provider that allows merchants to offer their shoppers the option to set up a personalized installment payment plan instantly at the time of purchase, using their own credit/debit cards.
This does not affect the merchant's risk, and the buyer is not charged interest or fees. Splitit is the only solution that allows you to pay installments anywhere and at any time, requiring no credit requests, registration or credit checks.
Splitit's patented solution allows customers to make high-quality or routine credit/debit card purchases without interest.
Will I be eligible for 0% funding?
Splitit is applicable for any Visa or Mastercard card. To be approved, you will need to have the total amount of the purchase available on your credit card. Immediately after your purchase, your first installment will be charged.
For credit card purchases, you can choose any plan up to 12 months. However, please note that with the credit card the total amount of the purchase will be retained. After each installment, the amount withheld will decrease by the same amount until payment is completed.
Debit card, the full amount will be held for the first 5 working days. At the end of this period, the amount will be available in your account again.
Can I finish paying off my installment plan sooner, even if some payments have already been made?
You can easily pay off any outstanding balance by logging into your Splitit portal account. After your purchase, you will receive 2 emails, one with your access data to your Splitit account and another confirming your plan.
If you haven't received anything, please check your spam box and if you don't find anything, get in touch with our customer support team.
What are the advantages of buying with Splitit?
With Splitit, you can split the total amount of your purchase up to 4 installments. This means that, at the time of purchase, you will only be charged for the first installment - which is just a fraction of the total amount.
With Splitit, you can use your existing credit card to easily split a purchase into multiple payments, without extra forms or applications. Also, you will never be charged service fees, interest fees or late fees.
I have already sent my payment by bank transfer, why is my order still pending?
Make sure the reference number is indicated in the payment. After that, it usually takes 3 to 4 business days for the payment to be processed and for your order status to change.
If you forget to include the payment reference number and your order is still pending after 4 working days, contact our customer support using the form on our website and send proof of your payment, including the following information: name of the account holder; payday; amount paid and payment reference.
How much does shipping and returns cost?
Our shipping and return services are free, for orders over €200.00 and which take place at the door of the building/house. This way, you won't have to worry about additional costs for Mainland Portugal.
Deliveries to portuguese islands and European countries have an additional transport cost.
How does the delivery of your Colmol product work?
Colmol ships throughout mainland Portugal, the Archipelagos and European countries. The delivery period is indicated at check-out and in the order summary. After placing your order, you will receive more accurate information in your email.
Deliveries are made on working days from 9 am to 6 pm by the carrier. The carrier may not make deliveries by appointment.
In the case of foam mattresses or pocket springs, these are vacuum rolled and placed in a specially designed box for easy transport. SPA mattresses are shipped flat.
Does Colmol deliver to the Azores and Madeira islands?
We ship our products throughout Portugal. If you want to receive in Madeira or the Azores, there is an additional fee for special transport.
This additional fee is automatically applied when the system recognizes your address in one of the two archipelagos.
How can I cancel or change my order?
To cancel your order or change the address/product of your order, contact us using the contact form and indicate your order number.
Do you deliver the mattress inside my house or apartment?
Yes, we deliver! To do this, simply select the special shipping method with a fee of €30.00.
How many delivery types do I have?
There are two types of delivery: Normal Shipping and Special Shipping. Normal Shipping is made to the door of your house or building. If you want the delivery to be personalized and for your order to reach the floor where you live, without any effort on your part, select Special Shipping.
Can I change the delivery date of my order?
If you want to change the delivery date of your mattress, please contact customer service by email (write your order number in the subject line).
If your product has not yet been shipped, we can change your order, otherwise, we only ask you to refuse delivery of the wrong size and return it to the warehouse.
Exchanges and Returns
Can I return or exchange a product?
Yes! You can return any product within 14 days from the date of receipt of the order, except under the following conditions:
- If you have removed the label, opened a sealed package, or damaged the item;
- For reasons of health protection or hygiene, if you use it.
- If the goods purchased have been made according to consumer specifications, such as special measures;
If you have any questions, contact our customer support team via email firstname.lastname@example.org.
How can I return a product?
If you wish to return the product, please contact our support team and we will be happy to help. To return products from mainland Portugal, just follow a few steps:
- Pack the products you wish to return in the properly closed packaging and glue the label to the box. (If you no longer have the box in which you received the order, you can use another one for the return as long as the return label can be visibly affixed and the product cannot be damaged during transport.)
- Before returning, you must send an email to email@example.com with the subject “Order return” and mention the name of the product you want to return and the reason for the return. (You must provide as detailed information as possible so that Colmol can manage your return more effectively.)
- For large returns (mattress, sommier or headboard): You can request collection or go to a Logistics Pickup point in Sacavém, Lisbon, Porto or Oliveira de Azeméis. For small returns (pillows and bedding): you must send them by CTT with the factory adress or go to a Logistics Pickup point in Sacavém, Lisbon, Porto or Oliveira de Azeméis.
- Indicate your NIB if necessary. (If the order is paid with an ATM, MBWay or Credit Card reference, you must indicate the NIB of the account to which you want to be refunded. Once the return process is confirmed, we will refund your money as soon as possible.)
- Awaiting communication from Colmol. If you have scheduled a pick-up for an address, you will receive an email notification with the details of the pick-up. We will also contact you if:
- return is accepted, indicating that it will be refunded;
- return is not accepted, indicating which options.
If you have any questions, contact our customer support team at firstname.lastname@example.org.
How does it work or refund?
Once the mattress is picked up or the accessory is shipped to our warehouse, we will issue a refund. Please note that the refund may take between 14 days to 1 month to process, depending on the payment method used.
How can I find out what status my refund is in?
We always send you an email at the beginning of your refund process. To know the status of your process, just contact us through the Contact Form.
How does the refund work if I pay by credit card?
If you need to make a refund, don't worry, once your order is accepted it will be processed within 14 days to 4 weeks.
The return will be via bank transfer, so it is important that you always provide the correct NIB, as soon as our team requests this data.
How can I exchange a product?
If you would like to exchange the product, please contact our support team and we will be happy to help.
What to keep in mind: in the exchange process, you can choose any other product from the catalogue. If the new product has a higher price, you only pay the difference.
If the new product is cheaper or is on campaign, the difference value is granted via voucher to make other purchases in our online store. Voucher validity: 6 months.
Can I speak directly with customer support?
Of course yes. To guarantee you an integrated shopping experience, we offer you a customer support service that will help solve all your questions!
In this sense, in case you have a question that you would like to see resolved, you can always contact our support team on weekdays between 8:30 am and 6:00 pm to our email email@example.com.
How long do they take to respond?
The Colmol Team will do its best to respond to your message as soon as possible. In times of greater number of contacts, it may take up to 5 working days, but don't worry!
Our Team always responds and will solve any question that may arise 😊
Can products be returned because of shipping and assembly issues?
Of course yes. The customer has the right to return the products purchased whenever there is an anomaly on arrival caused by transport or assembly (if this is included and is carried out by Colmol or a subcontractor).
Unless the assembly is on behalf of the customer, in this case we cannot assume this return. It is very important to inspect your new product upon arrival.
If the delivered item has anomalies caused by transport, when you receive it, you must note the complaint on the carrier's delivery note or refuse to receive it. If possible, take a photo and contact our customer support team at firstname.lastname@example.org.
How can I rate a product, delivery or shopping experience?
After we guarantee 100% successful delivery of your order, we'll send you an email where you can evaluate.
It's something that helps us to improve our service and make your experience even better :) Additionally, you can send comments to email@example.com - we want to know everything you have to tell us!