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FREQUENTLY ASKED QUESTIONS (FAQs)
Elastron Healthcare seeks to offer its customers the best value proposition combined with an excellent service and providing the greatest convenience.
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ONLINE PURCHASE
Is it mandatory to register on the website to buy the products?
Yes. Currently, registration is mandatory, which gives you unique advantages.
- Access to campaigns and special offers: newsletters, competitions and news!
- Faster purchase: just fill in our membership form once and for future purchases your details will be pre-filled automatically.
- Order history: by accessing your account, you will be able to see all the purchases you made on maskcolours.pt
What are the advantages of buying online?
When shopping online at maskcolurs.pt, you can purchase at any time or day (24 hours/ 7 days a week/ 365 days a year).
- Furthermore, you enjoy competitive prices and unique opportunities to access exclusive promotions.
- When making a purchase and through our database, the purchase process is facilitated for future purchases.
- You can receive your order at your address or at another location.
How to make a purchase?
Making a purchase on maskcolours.pt is very simple.
- Register and wait for your account to be validated (if your account details are found to be correct, your account will be automatically approved, otherwise approval may take up to 48 hours). You will receive an email when your account is approved.
- Start by choosing a category of the product(s) using the menu.
- Click on the article that interests you and get to know its details: name, description, price, among other useful information.
- Select the desired quantity and add the product to the basket. You will see that the item has moved to the cart located in the upper right corner.
- You can continue shopping, repeating the previous steps, or if you wish to complete the order, click on the cart (top right) and choose one of the following options: View cart, "Proceed to Finalize Purchase".
- When you choose the option “Proceed to Finalize purchase”, you must indicate the billing/shipping data, followed by the choice of payment method.
- After providing your details and payment details, confirm the order, check that you are aware of the sales conditions and click on the “Order” button.
- You will receive an email with the summary and status of the order you placed.
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PRODUCTS AND ORDERS
What products can I buy from the Online Store?
The Elastron Healthcare online store has a wide variety of products: certified disposable masks, KN95 masks, FFP2 masks, children's masks in disposable and KN95 versions, alcohol Gel and displays with different compositions.
Are the products certified?
Yes, all our products are certified and have been subjected to rigorous testing to ensure maximum protection in their use.
Are there different sizes of product(s)?
Yes there are adult and child sizes.
Is there a minimum amount to order?
There is no minimum order value. You can purchase the product(s) you want.
How do I know if my order was successfully completed?
When you complete your order, you will receive an email noting that the order has been processed.
How can I cancel my order?
If you want to cancel your order, you must do so as soon as possible. In order to guarantee the cancellation, you must contact Customer Support to confirm that it is still available for shipment.
If it has already been issued, it will not be possible to consider the cancellation.
If it has already been issued, it will not be possible to consider the cancellation.
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PAYMENT AND BILLING
How do I know what amount I have to pay?
At the end of the purchase process, the system informs the amount to be paid, including the amounts referring to delivery fees (shipping costs).
How can I pay for my order?
We currently have the following payment methods available:
- Bank transfer;
- Credit card;
- MBWay;
- ATM.
Is it safe to pay via the website?
The use of https:// guarantees the secure transfer of information and data online.
Are personal data protected?
Elastron Healthcare adheres to a strict privacy policy. Your data will under no circumstances be provided to third parties without your knowledge and consent.
Is it safe to pay by credit card?
Yes. The server used is secure, with strong encryption, in order to guarantee the security of payment data while they are transferred.
When paying with a Credit Card, you will be asked for the name of the cardholder on the card, the expiration date and a security code, which is found on the back of the card, on the right side of the space reserved for the cardholder's signature, composed by three digits, the CVV (verification code). In order to make your purchases safer, we require that, when using Credit Cards, you enter the 3 or 4 digits of the security code (CVV). As the code is part of the card itself, any fraud attempt is safely prevented.
When paying with a Credit Card, you will be asked for the name of the cardholder on the card, the expiration date and a security code, which is found on the back of the card, on the right side of the space reserved for the cardholder's signature, composed by three digits, the CVV (verification code). In order to make your purchases safer, we require that, when using Credit Cards, you enter the 3 or 4 digits of the security code (CVV). As the code is part of the card itself, any fraud attempt is safely prevented.
How long do I have to pay?
Payment must be made within 48 hours after order confirmation.
How do I receive my invoice?
Each order follows with the respective invoice for the purchased products.
At what value do I have free shipping?
Free shipping to mainland Portugal on purchases >40€ (islands >60€).
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SHIPPING AND RETURNS
Can I know the status of my order?
Yes, by accessing your client area you will be able to know at any time the status of your order.
What days and times are deliveries made?
Orders are delivered from Monday to Friday between 9:00 am and 6:00 pm by the Carrier.
After shipment, how many days can my order take to be delivered?
Orders tend to be delivered within a period of 24 to 48 hours, however due to the current situation this period may be extended.
- Mainland Portugal: 3 to 5 business days
- Islands: 5-7 business days
- International: 5 to 10 business days
What is the value of shipping costs?
National Standard shipping costs for mainland Portugal are €4.67+VAT (5.74€), offer for purchases over 37.74+VAT (40€).
And if by any chance it's not there when they deliver my order?
If we are not able to successfully deliver at your destination address, CTT will leave a notice to pick it up at the nearest CTT Post Office, within 5 working days.
If you do not pick up the order, it will be returned to Elastron. Later you will be able to request a new shipment upon payment of the associated transport costs.
If you do not pick up the order, it will be returned to Elastron. Later you will be able to request a new shipment upon payment of the associated transport costs.
Can you only deliver the products to my address or can it be at another delivery point?
Orders can be delivered to your home, workplace or any other place chosen by you, provided that at the time of ordering, indicate the respective delivery address of your choice.
What if a product is not delivered due to lack of stock?
The products presented on maskcolours.pt are subject to stock availability at the time the order is prepared. Missing products will not be invoiced, nor will any missing products be replaced by others, even if equivalent.
If the product is damaged or if I don't want it, how should I proceed with the return?
Elastron Healthcare trusts the quality of its products and its transport conditions. Due to these facts, returns or mask exchanges are not accepted, unless there are quality problems with the product, before use. Due to the end of the product and for the protection of health, the right of free resolution cannot be exercised for packages that have signs that they have been opened and handled, pursuant to the provisions of article 17/1-e.
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CONTACTS
How can I contact you?
Elastron healthcare's fundamental principle is to offer the best service to its customers.
Therefore, Elastron has a support line available by telephone (227 624 043), by email customersupporthc@elastrongroup.com and also a contact form accessible in the contact area of this website.
Therefore, Elastron has a support line available by telephone (227 624 043), by email customersupporthc@elastrongroup.com and also a contact form accessible in the contact area of this website.
