FAQs

Find everything you need to know about your orders and customer account. If you have any additional questions, contact by email to info@wedoble.com

  • How can I create an account at Wedoble?

    To create a Wedoble account, simply click on the ‘Account’ icon in the top right-hand corner of the website and enter the requested information.

    When you create a Wedoble account, your data will be automatically saved for your future purchases and you will have access to exclusive campaigns for Wedoble customers. Your account also lets you manage your orders and returns, manage your order invoices, and add or remove addresses so that you can receive your orders where it is most convenient!

  • How can I delete my customer account?

    First of all, we would like you to share with us something that you dislike in our communication, products or even the campaigns. This way, we can improve the products and services we provide.

    To delete your account, please contact us by email to info@wedoble.com.

    Remember, your account is free of charge and it means you can quickly purchase Wedoble products without having to enter your details every time you place an order.

  • How well is my personal information protected?

    Wedoble takes data protection very seriously, so we guarantee that your personal information is protected and will only be shared with other entities that keep your data safe. To learn more about this, please see our Privacy Policy.

  • How can I check my order history?

    To check the history of all your orders, simply log into your account via the "My Account" icon, enter your email address, then your password and click where it says "Login".

    Now that you have logged into your account you can see all the orders you have already placed at wedoble.com, have access to your personal data and, if necessary, change information about the delivery or billing address.

    Here you can see all the purchases you have made with Wedoble, their status and also start returning or exchanging one of your orders! 

  • I forgot my password. What should I do?

    When we have many accounts online it is normal to forget the password we use on each of them. To retrieve your password, log in (icon on the top right) and click on the "Forgot password?" option. Enter your email address, click on "submit". You will receive an email with a link and instructions to change your password.

  • Where can I find my receipt?

    Your receipt is in your online customer account. If you have not registered, you must have received an email with a link to access the receipt. If you notice that the link has not been sent or you need help accessing the receipt, please contact us by email to info@wedoble.com.

  • How can I make a purchase?

    Wedoble's online store has been developed so that you can easily and quickly find and buy the products you are looking for.


    All you need to buy from Wedoble:

    1. Browse the online store or search the top right-hand bar for the product you are looking for;
    2. Add the product or several products to the cart;
    3. Then enter the shopping cart;
    4. Login or register — if you are already logged in you will be redirected to the purchase page. If you prefer, you can make a purchase without registration. We would love to have you become our customer but we know that you may not be ready for it yet. So we are happy for you to make a purchase, even if you don't register;
    5. Enter your address and choose the shipping method;
    6. Select the payment method that's most convenient for you;
    7. Confirm and finalise the purchase.

     

    You will receive an order confirmation email. This email confirms that the products are reserved for you. As soon as we ship, you will receive another email with detailed information, including the carrier's tracking code.

     

    After that, just wait for your order to arrive!



  • How can I be sure that my purchase has been completed?

    You will receive an order confirmation email at the address you registered with or which you associated with your order (in case you made a purchase without registration).


    When your order is shipped, you will receive a new email with the carrier's tracking code. This code lets you track the shipping and reception of your order from our warehouse to the address you gave us for delivery of the order.

  • Can I change the delivery or billing address of an order?

    If the product has not yet been sent by us, please contact us by email at info@wedoble.com  to make the change internally.

  • My order is late. What should I do?

    If you still don't receive your order 3 working days after making the payment, contact us at info@wedoble.com and we will be happy to confirm where the order is.

    If in your purchase you ordered a custom blanket, your order will be shipped within 8 working days after payment confirmation. We send the custom blanket together with the rest of the items in your order.

  • Can I cancel or change my order after payment?

    If the order is already separated or on its way to your address, it cannot be cancelled/ change. You will be able to receive your order and make a return request.

  • How can I track my order?

    As soon as Wedoble products are shipped, you will receive an email with the tracking number and link from the carrier's website. By clicking on this link, you will be able to follow your order and know exactly where it is at any given time.

  • Can I reserve a product to buy later?

    It is not possible to make reservations on the website. But you can make an ATM purchase, the stock is reserved for 5 days.

     

    You can also add the item to a Wishlist to purchase it later. Please note that this way you are not booking any item, but rather saving it for future reference.

  • I didn’t receive the order confirmation email. What should I do?

    If you have not yet received the order confirmation and payment email, please check your spam box. If it is not there, please try to contact your bank and confirm with them if the payment has left your account. If this is confirmed, contact us and send us proof of payment. We will do our best to get your order to you!

  • The product I am looking for is out of stock. Can I receive a notification when available again?

    If the product you are looking for is no longer available online, it is most likely out of stock. However, we can restock, so it may be available again shortly. 

     

    To be notified when the product will be available, simply ask for a stock notification to your email, on the page of the product you want to buy. This feature is only active for registered customers.

  • Will I receive a receipt for my purchase?

    After we send your order, the receipt is available online, in your customer account. If you do not register with the Wedoble online store, you can access your receipts via a link that we will send to your email.

  • What is the Right of Withdrawal?

    According to the Decree-Law No. 24/2014 of February 14, 2014, Right of Withdrawal, you have fourteen days to cancel the order you made with us without penalty. Wedoble allows you to make a return within 60 days after receiving your order. As long as the product is in perfect condition, it has not been used and in its original packaging. As soon as we receive your return, we will issue a refund by bank transfer.

  • Can I place an order by phone?

    For security reasons, we prefer not to accept orders over the phone. Since in order to place an order you have to provide us with sensitive data - such as credit card data, among others - and we do not want to make mistakes when entering the data, you should place your order in the Wedoble online store yourself.

     

    We are, however, happy to assist you during the purchase. If you have any questions, just contact us at +351 253 480 200 or email info@wedoble.com or you can fill out our form, available on the contact page.

  • How can I receive information from Wedoble by email?

    To receive our newsletters, simply enter your email address in the appropriate field at the bottom of the home page.

     

    By registering in the online store and authorising communication via email, you will also receive our newsletters, campaigns and promotions.

  • How long does it take for my order to arrive and what are the shipping costs?

    If we confirm payment for a purchase before 1pm, we will ship the order on the same day. Orders received after 1pm, are shipped the next working day.


    Country
    Shipping costs (€)
    Delivery time
    Portugal (Mainland)
    4€ (Free for orders over 50€)
    1 to 2 working days
    Portugal (Isles)
    10€ (Free for orders over 100€)
    3 to 5 working days
    Spain
    10€ (Free for orders over 100€)
    1 to 2 working days
    Other EU countries
    20€ (Free for orders over 150€)
    2 to 3 working days
    Other outside EU countries
    25€ (Free for orders overs 250€)
    3 to 4 working days

     

    Wedoble can only ship orders after confirmation of receipt of payment.

     

    We ship orders to an address of your choice. At the end of the purchase, the Wedoble online store allows you to choose a delivery location for the shipment, which may or may not be the same as the billing address. This functionality allows you to send a specific order to a different address than usual, for example, to your place of work.


    Deliveries in Portugal operated by FEMA. In Spain by MRW and in the other countries they are by DHL Express.

     

    Deliveries are made between 9am and 6pm, on working days. Someone must be at the address to receive the package. This service does not include the option of scheduling or appointment, so the delivery of the package will be made without prior contact by the carrier.  We do not guarantee this delivery period in the periods of promotions, sales, Christmas and when we are out of stock.

     

    Taxes and fees for non-European Union countries

    Customs duties and taxes are not included in the final price of our products.
    If you are ordering from non-European Union country, please note that your shipment will go through customs and may be held. In these situations, the final customer is responsible for claiming the entire shipment from the local customs authority, as well as bearing all costs related to customs clearance.
    Customs duties and taxes are never supported by Wedoble.


    We do not ship to:

    - Faroe islands;

    - Greenland;

    - Helgoland;

    - Buesingen;

    - Mount Athos;

    - Andorra;

    - Canary islands;

    - Ceuta;

    - Melilla;

    - Guadalupe;

    - Martinique;

    - Reunion;

    - French Guiana;

    - French Overseas Territories;

    - Mayotte;

    - St. Peter;

    - Miquelon;

    - San Marino;

    - Municipality of Livigno;

    - Municipality of Campione d'Italia;

    - Territorial Waters of Lake Lugano;

    - Aruba;

    - Dutch Antilles;

    - Aland Islands;

    - Isle of Man;

    - Channel Islands (Jersey, Guernsey, Alderney and Sark);

    - Gibraltar;

    - Saint Helena and its dependencies;

    - British Indian Ocean Territory;

    - Turk and Caicos Islands;

    - Cayman Islands;

    - Montserrat Island;

    - British Virgin Islands;

    - Falkland Islands;

    - Pitcairn Islands;

    - British Antarctic Territory;

    - Bermuda;

    - Anguilla.

  • How do Credit Card payments work?

    To pay by Credit Card just enter the item(s) you want to buy, complete your delivery and billing address information, proceed to checkout by selecting the Credit Card payment method. A window then opens for you to enter your Credit Card details.The Wedoble online store does not save your credit card details. We will only receive a payment confirmation from your bank.


    Wedoble has the right to refuse an order whose transaction is considered to be illegal. Any and all activities considered to be illegal will be immediately reported to the competent authorities.

  • How do payments with MB WAY work?

    To pay by MB WAY just enter the item(s) you want to buy, complete your delivery and billing address information, proceed to checkout by selecting the MB WAY payment method. Then enter your mobile number associated with MB WAY and finally confirm the notifications in the app.

     

    By selecting this method, you have up to 4 minutes to finalise your payment. As soon as the payment is received, your order will be shipped. The communication of the payment is made automatically, so don’t worry; you don't need to send the proof of payment. After this time limit, the purchase order expires, in these cases it will be necessary to repeat the purchase process to receive a new notification.

  • How do payments with ATM reference work?

    If you are in Portugal, you can choose to pay your order through an ATM Entity and Reference.

     

    By selecting this method, you have up to 5 days (120H) to finalise your payment. As soon as the payment is received, your order will be shipped. The communication of the payment is made automatically, so don’t worry; you don't need to send the proof of payment. After this time limit, the purchase order expires, in these cases it will be necessary to repeat the purchase process to receive a new notification.

  • How do PayPal payments work?

    To pay with PayPal, simply enter the item(s) you wish to buy, complete your delivery and billing address information, proceed to checkout by selecting the PayPal payment method. A window then opens for you to enter your PayPal account details. Wedoble never has access to your private information. We only receive a payment confirmation in the online store system from your PayPal account.

  • How do payments with bank transfer work?

    To pay by bank transfer just enter the item(s) you want to buy, complete your delivery and billing address information, proceed to checkout by selecting the bank transfer payment method. Then, you will then receive the order form with the payment details by bank transfer in your email.

     

    By selecting this method, you have up to 5 days (120H) to finalise your payment. Once you have done so, please send us proof of payment to info@wedoble.com with your order number.

  • Is it safe to buy at Wedoble?

    Yes, Wedoble's website makes a commitment to you by protecting your personal data based on encrypted data transmission via a secure HTTP.

    Furthermore, we do not store your credit card or PayPal account data. This way, we only have access to information provided by the payment method you used, with or without confirmation of payment.

  • What currency can I make my payment in?

    All orders are placed in Euro (EUR) and payment is processed in this currency.

     

    Please note that if your bank account is in a different currency, the exchange rate used to debit your account will be determined automatically by your Bank/PayPal and not by Wedoble.

  • What payment methods are available?

    Currently, Wedoble offers the following payment methods: Credit/ Debit Card, MBWAY, ATM, PayPal and bank transfer.

  • I am having difficulties with payment. What should I do?

    If you are unable to make your payment you should check the card details, mobile number you are entering or the PayPal account you are using. If you have already confirmed that everything is correct but you are not able to proceed with your payment, please contact us by email at info@wedoble.com.

  • How can I return/ exchange a product I bought at Wedoble?

    You have 60 days to exchange or return a product.

     

    However, the product needs to be in perfect condition: unused and with the original box undamaged. You should return it to the following address:

    A Ferreira e Filhos, S.A./ Wedoble
    Rua Amaro de Sousa, 408
    4816-901 Caldas de Vizela, Portugal


    Any return shipping costs are owned by the customer.


    Wedoble does not accept exchanges or returns of personalized items, such as Custom Blankets.


    When it is not possible to exchange an item out of stock, we will refund the total value of the item.


    To make an exchange request, you must:

    1. Log into your account;
    2. Go to the "My Orders" section;
    3. Select the respective order;
    4. Click on Return/Exchange and follow the steps indicated.

     

    If you have placed an order as a guest, the exchange or return should be made via info@wedoble.com. When the return is received, we will carry out quality control and send the new product.


    Wedoble reserves the right to refuse returns in which communication has been made after the deadline and in which items that are not in the same condition as when they were purchased.

  • Can I exchange for another item?

    Unfortunately you can't. Due to system limitations, you cannot exchange for another item, so you must request a return and place a new order for the desired item.


    Wedoble can only exchange for another size or colour of the item you have purchased.

  • When and how will I get my refund?

    When the refund is received, we carry out quality control and return the money by bank transfer, unless you prefer a voucher.

     

    Refunds are made within 14 days from the date of return of the item(s) to the warehouse by bank transfer (except shipping costs). Please always provide us with your IBAN details and SWIFT code.

     

    Wedoble reserves the right to refuse returns in which communication has been made after the deadline and in which items that are not in the same condition as when they were purchased.

     

    If you have any questions, please contact us at info@wedoble.com.

  • How do promotional codes work?

    Promotional codes are usually sent by email as part of a campaign or purchase you have made and cannot be used in conjunction with other promotions or campaigns in force. They are only valid once and are applied at checkout.

  • I forgot to use my promotional code. What should I do?

    If you did not enter the promotional code at the time of payment, unfortunately we cannot apply it to this order. However, you can use it at a later time.

  • How do I use a promotional code?

    Promotional codes are assigned to customers through promotional campaigns, giveaways or specific actions with digital influencers. If you have received a code it is because you are a very important person to us and we would love for you to use it to try or buy our products again.

     

    To use the code just enter it in the "promotional code" field, which you can find in step 1 of the shopping cart. You can also use the code on the last page of the shopping cart. Just click on "use a code" and enter your promotional code there. You must use the code exactly as you received it: the letters, numbers and other special characters. If the code is not valid, the online store will show you an error message. Just try again if you are sure that the code is active.

  • Which campaigns are active?

    Previous Collections

    In the "Previous Collections" tab, we offer the Autumn/ Winter ’21 items, with a reduction of up to 30% compared to the original selling price. This promotion is valid from April 12 to May 20, 2022, on wedoble.com, limited to existing stock.

     

    This promotion is not cumulative with other promotions in effect and is subject to existing stock, Wedoble reserves the right at any time and without prior notice to suspend or cancel the campaign if circumstances so require.

     

    Welcome Gift 

    10% welcome discount, valid only for new registrations on items from the new collection. To enjoy the discount, enter this code welcomegift in your shopping cart, before finalizing your order. After registration, this code has one year of validity to be applied only in one purchase.


    Campaign not combinable with other discounts or promotions.


    Wedoble reserves the right to suspend or cancel the campaign at any time and without prior notice if circumstances so require.


    Omissions in these conditions will be resolved by Wedoble and its decisions are not subject to appeal.


    View collection

  • How can I contact Wedoble's Customer Care?

    For any questions or concerns you may have, our Customer Support department is available at info@wedoble.com.

  • What are Wedoble's contacts?

    You can contact us at info@wedoble.com.Alternatively, you can use the form available on the contacts page.