FAQ's

Here you will find everything you need to know.

Orders

How can I place an order?
Placing an order on our website is quite simple. Just go to our page, search for the products and quantities you want to buy and add them to your cart.
When you finish the order, just fill in the requested fields and proceed with the payment.
Orders will only be processed upon payment settlement.
What to do in case of out of stock?
In case of out of stock, we ask the customer to try a few days later, always being able to contact us directly.
If you need an urgent product, you can go to one of our physical stores and make the desired purchase, taking into account the price and operating policies of the physical stores.
For more information you can contact us at ecomm@surferslab.com.
Can I cancel or change my order?
If the shipment related to the order you want to cancel has not been carried out, the order can be cancelled.
If you wish to change or cancel something related to the order, we ask that you contact us as soon as possible via email: ecomm@surferslab.com or +351 910 969 868.
In case the customer has an account on the Surfers Lab website, he will be able to follow all the status of his order there.
Where can I get the invoice for my order?
If your purchase is made through the customer account on our website, you can find all information about the orders in the respective section.
If you made the purchase as an unregistered customer, the invoice will be sent to you together with the order.
If you need to send the invoice by email, in case of need or offer, we ask you to contact us so that we can send it.
How can I check the status of my order?
If you have an account on the Surfers Lab website, you can follow the order process through your customer account.
However, in order to monitor the status of your order, you will be sent an email with the information and a link to the shipping track.
What to do if you cannot be present when the order is delivered?
The transport company makes deliveries from Monday to Friday during business hours.
The customer must make sure that he is at the pre-defined place of delivery in order to receive the order, otherwise, a new shipment may be charged, which is a requirement on the part of the transportation company.
At any time, the customer may contact Surfers Lab Customer Support via email at ecomm@surferslab.com or +351 910 969 868 (Mobile network).

Shipping

To which countries do you ship orders?
Surfers Lab ships orders to the following countries:
- Portugal Continental;
- Islands (Azores and Madeira);
- Spain;
- European Union 1 (Germany; Austria; Italy; Belgium; Netherlands; France; Luxembourg);
- European Union 2 (Switzerland; Monaco; Poland; Czech Republic).
- European Union 3 (Bulgaria; Denmark; Ireland; Lithuania; Latvia; Estonia; Slovakia; Slovenia; Hungary; Romania; Norway; Croatia; Finland; Greece; Sweden)
If you wish to send an order to a country other than the one mentioned above, we ask that you contact our Customer Support directly at ecomm@surferslab.com.
When will my order start shipping?
The process of your order will start automatically after placing your order online.
We proceed to confirm the stock of the requested products, check the payment method used and if the respective payment has already been made.
In the case of products that are in stock, and depending on the location to which we will ship, the order usually takes between 24 and 48 working hours to be processed and shipped.
What is the cost of shipping?
1 — The amount charged reflects the cost of transport according to the place of delivery, the weight of the products and the security bags used to transport the goods.
2 — In general, an order takes 24 to 48 hours to be delivered in Mainland Portugal, 2 to 10 working days for the Islands and in Europe between 5 to 12 working days. (except for exceptions to which we are unaware, such as natural disasters).
Shipping costs are free for all orders destined for mainland Portugal, with a value over €60
3 — If you want to know the cost of shipping to your area, you can do so by simulating a purchase at www.surferslab.com.
4 — You can simulate a purchase, adding the desired products to the cart and finalizing the order with all the information required for this purpose.

For more information, contact us via e-mail: ecomm@surferslab.com.

General

How do I contact you?
You can contact Surfers Lab through the following contacts:
Email: ecomm@surferslab.com
Phone: +351 910 969 868
You can choose to visit any of our physical stores located in the Sagres, Peniche and Costa da Caparica.
To get the location of the store closest to you, just click here.
How do I change my account information?
To change your account information, simply log in to the Garrafeira Soares website and access the MY DATA menu and edit the desired information.
I forgot my password, what do I do?
If you forget your password, don't worry, we'll help you reset it.
Once you are on the login page, click the “Forgot your password?” link below and fill in the required fields.
What are the advantages of creating an account at Surfers Lab?
Having an account at Surfers Lab allows you to store information regarding payments, shipments and track the shipping process of your orders.
You will also have access to your purchase history and the possibility to create a wishlist with your favorite products.
All information provided by the customer is confidential in accordance with the Privacy Policies.