Common questions

1. How can I exchange or return a product?

If for some reason you are not satisfied with your purchase, you may return it up to 14 consecutive days after the date of delivery.

To return an order, please contact Customer Service, specifying the order details and if you want to exchange or return the product(s).

If the customer has purchased any product as part of a promotional campaign and has therefore benefited from an offer, the customer must return not only the paid product(s) but also the offer assigned. This also applies to promotional packs. Returns of incomplete, damaged products without original packaging or signs of use will not be accepted. Returns will not be accepted for products with an explicit indication that the expiration date is approaching.

After proceeding as directed for the return or exchange, you will receive a refund or a new product. In case of return, payments will be refunded to you no later than 14 days from the date we receipt the return at our facilities. The refund will be made using the same payment method used in the initial transaction, unless expressly agreed otherwise by you.

Orders returned on charge will not be accepted.

In cases where it is verified that the reason you want to return the order is because it is incorrect or the product presents damage, NITACARE will refund the shipping amount for the return. In all other cases, the entire value of the item(s) is returned except the shipping value.

2. Will I have extra costs with customs fees?

According to each country’s customs authority, random inspections of goods may take place. Although fees are not often applied, such review may result in the taxation of your order and may also delay delivery. This charge is the responsibility of each country’s customs and is not applied by mail or NITACARE. All payments of customs fees or any other type of tax are the sole responsibility of the customer. If you refuse to pay this tax, your order will return to us.

3. How can I use a discount code?

Upon completion of your order, you will be directed to a page where you must enter the discount code. After entering the code, the discount will be applied to your order. Only one discount code per order is valid.

4. Is it safe to make online payments with my credit card at NITACARE?

NITACARE website contains SSL-designated security technology that ensures that all online transactions are processed securely.

5. What are the payment methods?

To place an order outside the Portuguese territory you can choose to pay by Credit Card or PayPal. For the Portuguese territory you can choose to pay by ATM, MB Way, Credit Card or PayPal.

6. Is the parcel delivered to my address or post office in my city?

Mainland Portugal

Shipments to mainland Portugal are delivered by DPD and the order will be sent to:

  • DPD’s Pickup parcelshops: you can select a PickUp point closest to your home area which allows you to pick up the order later.
  • DPD Home Delivery: the order will be sent to the indicated address.

Azores and Madeira

Shipments to Azores and Madeira are delivered by CTT and the order will be sent to the indicated address.

After a failed delivery attempt, the parcel is forwarded to the nearest post office in your area of ​​residence and a notification will be left for the recipient to pick up the parcel. The withdrawal period is 6 business days from the date of attempted delivery. If the order is not picked up within 6 business days, it will be returned to us.

Shipments to International Territory

National Post

If you choose the CTT delivery service, the order will be sent to the address indicated when you submitted the order. However, in some cases, after an unsuccessful delivery attempt, the order is forwarded to the nearest post office to your residence area.


In DHL service, the order will be sent to the address you indicated to us when you registered it. In case of absence, DHL will leave a notice of passage indicating that it was not possible to make the delivery and will contact the customer in an attempt to schedule a new delivery for the next business day or for when it is more timely.

In this contact with DHL you have the possibility to change the delivery date and the address or choose that the delivery is made at a service point.

7. How do I know if my order has been confirmed?

After placing your order you will receive a confirmation email with your order details. Once your order has been shipped, you will receive a confirmation email with the shipping number assigned and a link so you can track the order on the carrier’s website.

8. I need a product that is not on the site. How can I do it?

Contact us by email indicating the brand and model of the desired product. You will then receive an email indicating whether the product is available or not. If so, we will provide you with all the information we need to get the product home.

9. What are the shipping costs?

Shipping costs are automatically calculated based on the value of the order, the weight of the products and carriers tariffs. On the checkout page, the total amount payable will be displayed according to the quantity of products selected and the chosen shipping method.

10. What is the estimated delivery time for my order?

Delivery time is always dependent on payment confirmation and the chosen means of transport. We offer a standard service taken by DPD or CTT and the standard delivery time is as follows:

  • Portugal (Mainland): 1 to 2 business days;
  • Madeira and Azores: up to 5 business days;
  • European Community countries: 2-7 business days;
  • Countries outside the European Community: 2-10 business days.

For international shipments, we also offer DHL as an express alternative, with the standard delivery period being 1 to 2 business days after dispatch.

These delivery times may be extended during peak periods such as holidays, Christmas or New Year. Customs inspection situations may also delay the delivery. Orders will be delivered Monday through Friday, excluding local or national holidays (except PO Boxes).

11. How can I place an order?

To place an order you can create a customer account by filling out an electronic form with the necessary data to be able to deliver the order (name, email, phone and delivery address). Required fields on available forms are marked with an asterisk (*). You just have to select the product (s) and quantity you want and add it to the shopping cart. At the end, you have to go to the checkout page, choose the payment method, the shipping method and submit the order.

12. What is your data privacy policy?

NITACARE is aware of our customers’ concern about the protection of their personal data and we therefore affirm our commitment to transparency and confidentiality. NITACARE does not share your personal data under any circumstances with other companies or brands for other business purposes. For more information see our Data Privacy Policy.