The client will be able to pay by credit card and benefit from all the liquidity and payment deadlines his bank offers.
All transactions in our website are secure.
The paypal payment is a safe method used all over the world. For more information about this payment method, visit www.paypal.com
It’s the standard order delivery. In the national market, the delivery can take up to 3 working days. To Europe it can take 5 working days and towards the rest of the work it can take 7 working days.
It’s our express delivery service, you can opt between two services: delivery at a designated address (Home 18) or choose a nearby store that is most convenient for you (Pickup)
Delivery service at the address the client chooses between 9h to 18h.
If the customer chooses the Pickup service, your order will be sent to the collection point that you have chosen when you registered it. The next working day of the shipment, the recipient will receive an SMS on the phone number the customer has indicated for the delivery of the order, stating that it is available for withdrawal. The recipient will have 10 days to proceed to take the order. After this deadline, the order will be returned.
The Pickup convenience network is a more practical order withdrawal throughout all Europe and with over 16,000 points, and just around the corner. Pickup Delivery: send your order to any of our points. Returns: You can also do both returns comfortably in any pickup point. This is the real alternative for those who like to shop online and prefer to get the order in the nearest store from your workplace or residence, 7 days a week and extended hours. Alerts by SMS and Email: Information about the delivery of the order at the chosen store.
Orders are delivered from Monday to Friday, except for national or municipal holidays, at the address provided by the client when placing the order.
The client may receive the order at whatever address he/she prefers (with the exception of PO Boxes). All that needs to be done is to provide us with the address where he/she will be at between 9 a.m. and 7 p.m. The chosen transport service will attempt to deliver the order at the address indicated by the client.
WARNING: The client cannot choose a specific delivery time, because deliveries are conditioned by the routes defined by the transport service on the respective delivery date.
Providing an incorrect or incomplete address may lead to the parcel being returned to Biocol Labs, leading to extra costs that will be imputable to the client. Hence we recommend the client to always make sure that the delivery address he/she provides when placing the order is complete and accurate. Once the order is processed it is no longer possible to change either the delivery address, or the billing details
Was the order paid for via Credit Card or PayPal*, and it contains a product that we no longer have in stock, we will take the liberty to remove it from the order and dispatch the remaining products in order to keep possible delays in the process to a minimum. If the order contains one or more products that are part of a pack, this pack is to be removed from the order in its entirety. The client will in all cases be duly informed about the alteration made. A reimbursement via the original payment method will be scheduled immediately. The client will be informed by the Customer Service team about both the order alteration and the scheduling of the reimbursement.
Should any concerns arise regarding the order (delivery address confirmation, payment verification, out-of-stock products, etc.), we will contact the client by Helpdesk message. We will wait for an answer from the client for three working days. The order will not be shipped until we receive an answer to our message. If no answer is received within the indicated time period, the order will be cancelled and its payment reimbursed to the client.
Once the order is shipped, the client will receive a confirmation email
With the exception of some rare exceptions alien Biocol Labs, all orders placed and paid for via Credit Card, PayPal, ATM or Cash On Delivery* will be shipped on the same day, as long as the payment is realised before 14:00 of a working day. Orders paid for at a later time will be shipped on the next working day.
For Continental Portugal, we ensure a delivery time of a maximum 3 working days after the expedition. For order to Europe, the delivery time extends to 5 working days and for the Rest of the World it extends up to 7 working days.
For orders shipped to Continental Portugal, we are committed to deliver them within 24 hours after shipment. Except if the delivery address is in a remote area. In this case, the delivery time is 2 working days.
For the other European countries, the expected shipment times will be:
Shipping costs are calculated depending on the actual or volumetric weight of the parcel (whichever the highest);
In case an order is returned to Biocol Labs for reasons not imputable to Bicool Labs or the transport service, Biocol Labs will reimburse the amount paid for the order with a deduction of the shipping and return costs.
The client can choose to be reimbursed via the original payment method, or by means of a reimbursement coupon that can be applied to a future order. The respective coupon will remain valid for a duration of 6 months, counting from the coupon creation date. After this period has passed, no further reimbursement can be issued. In case the original payment was made via bank transfer, the client will have to provide bank account details for the reimbursement to be realized.
If the reason for the unsuccessful delivery and the return of the order falls under the responsibility of the transport service, regardless of the chosen payment method, the client will have to send us a written complaint that will be subjected to analysis by the transport service. In case the delivery problem is due to an incomplete or incorrect delivery address, we request a proof of address from the client to be attached to the complaint (e.g. a gas, water or electricity bill).
The solution that Prozis will present to the client depends on the answer provided by the transport service. Therefore, in cases of complaints regarding the transport service, we can only present a solution to the client once the transport service informs us of their assessment. If the transport service accepts full responsibility for the return of the parcel, and all the products initially ordered are still available, we will suggest to the client a replacement order, without any additional costs. Instead of a replacement order, the client can also opt for a full refund. If the transport service does not accept responsibility, we cannot accept the complaint and as such cannot send a replacement order. The refund will then be subject to the above-mentioned terms regarding returned orders for reasons not imputable to Prozis or the transport service.
The client can only cancel the order directly from his/her account as long as it has not yet been paid for and is not already being processed.
Should the client wish to return one or more items, this can be done within 14 days after receiving the order, as long as the products are intact, sealed, complete and inside the original packaging. The packaging cannot be damaged, altered or scratched. It is up to the client to ensure that the returned items arrive at our facilities within 28 days, counting from the day on which the order was delivered.
To exercise the right of return, the client will have to contact our Customer Service. It will be necessary to specify the order number, the descriptions or reference numbers of the products to be returned, and how the reimbursement is to take place. Reimbursement is possible either via the original payment method or by means of a reimbursement coupon, that remains valid for 12 months after it is issued. Once this period has passed, no new reimbursement can be issued.
The client also needs to be aware if the product to be returned was acquired as part of any promotional campaign, and if any free product was attributed to the order as a result of the product's acquisition. If that is the case, it will be necessary to not only return the product in question, but also the product that was added for free. Both products are required to comply with the aforementioned guidelines.
A pack, composed of various products, can only be returned in its entirety. If the client wishes to return a product belonging to a pack, it will be necessary to return all the products that are part of that particular pack. All of the pack's products are required to comply with the aforementioned guidelines.
It is up to the client to send the item(s) by registered mail to the following address:
Biocol LabsParque Cascais Stock, Arm. 92645-117 Alcabideche – Portugal
In case of incomplete or damaged products, products without their original packaging and/or label, or products that present signs of use, returns will not be accepted.
If we do receive an item in any of the above mentioned conditions or with the transport service label placed directly on the respective package, the client will lose the right to be reimbursed and will be granted 10 days to have the item(s) picked up from our premises, paying for the collection costs.
The client will have to return the item(s), request the respective reimbursement, and subsequently place a new order. The entire return process is described in detail in the paragraph RETURNS.
Biocol Labs will do everything in its power to reimburse the client as quickly as possible. Biocol Labs is however entitled to a maximum reimbursement term of 15 days, counting from the day the product arrives back at our warehouse. If the payment was made by credit card, the reimbursement will be issued to the account associated with the credit card that was used for the original payment, and it will appear on the client's next bank statement. If the payment was made by PayPal, the reimbursement payment will be made to the respective Paypal account and will become available immediately.
The client may also choose to be reimbursed through a voucher, regardless of the original payment method used. This coupon will remain valid for 6 months, counting from the day on which it is created. Once this period has passed, it will be impossible to realize any further reimbursement.
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