We are here for you

Here you will find everything you need to know about orders and customer account. If you have any additional questions, send us a message using the contact form, on our social media networks or on whatsapp +351 964 230 821

  • HOW CAN I SEE MY ORDER HISTORY?

    To view 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 with us, 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 Shaeco, their status and also start returning 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 at care@shaecoshop.com.

  • HOW CAN I CREATE AN ACCOUNT AT SHAECO?

    To create a Shaeco 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 Shaeco account, your data will be automatically saved for your future purchases and you will have access to exclusive campaigns for Shaeco 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 at care@shaecoshop.com.
    Remember, your account is free of charge and it means you can quickly purchase Shaeco products without having to enter your details every time you place an order.

  • HOW WELL IS MY PERSONAL INFORMATION PROTECTED?

    Shaeco 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.

  • 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. You will be able to receive your order and make a return request.

  • 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 care@shaecoshop.com to make the change internally. 

    If you notice that you have to change the delivery address with the order already on the way, you can make the change directly with the carrier. Simply access the link that is sent with the tracking number and inform them of new delivery address or alternatively ask the courier to deliver the order to a pick up point closer to you.

  • 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 Wish-list to purchase it later. Please note that this way you are not booking any item, but rather saving it for future reference.

  • HOW CAN I TRACK MY ORDER?

    As soon as Shaeco 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. You will also receive notifications from the carrier and can make changes to the address or delivery date.

  • I DID NOT 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!

  • 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 care@tsecommerce.com and we will be happy to confirm where the order is.

  • 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 often restock, so it will 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.

  • 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. Shaeco allows you to make a return within 0 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 in the same payment method as you made your purchase.

  • HOW CAN I MAKE A PURCHASE?

    Shaeco'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 Shaeco:
    • Browse the online store or search the top right-hand bar for the product you are looking for;
    • Add the product or several products to the cart. You can also buy the products in packs, to have a single shipment and reduce your carbon footprint;
    • Then enter the shopping cart;
    • 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;
    • Enter your address and choose the shipping method;
    • Select the payment method that's most convenient for you;
    • 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!

    1. HOW CAN I RECEIVE INFORMATION FROM YOU 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.

    2. 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.

    3. 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 Shaeco online store yourself.

      We are, however, happy to assist you during the purchase. If you have any questions, just contact us at +351 964 230 821 or email care@shaecoshop.com or you can fill out our form, available on the contact page.

    4. WHEN MAKING A PURCHASE IS STOCK ALWAYS GUARANTEED?

      Because we always want to guarantee the best experience for our customers, we at  Shaeco are extremely careful with the management of our products. We closely monitor the available stock and use sophisticated stock management and control systems.
      When you complete an order, and after we receive payment confirmation, the stock is automatically reserved for you. For this reason, we guarantee that we never have a paid order for which there is no stock in our warehouse.

    5. 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 Shaeco online store, you can access your receipts via a link that we will send to your email.

    • HOW LONG DOES IT TAKE FOR MY ORDER TO ARRIVE AND WHAT ARE THE SHIPPING COSTS?

      If you make a purchase by 12:00 noon, you will receive your order the next working day. Orders received after 12h, are shipped the next working day and are received by customers up to 24h later, in countries within the European Community. In countries outside the European Community, delivery time is dependent on the time for customs clearance. 


      CountryShipping costs (€)Delivery time

      Portugal (mainland)

      €3,90 (Free for orders over €39,90)

      1 to 2 working days

      Portugal (islands)

      normal

      express


      4,5€ (Free for orders of over €49,90)

      10,75€ (Free for order of over €99,90)


      4 to 7 working days

      2 to 3 working days 

      Spain (mainland)

      €9 by airplane (Free for orders above €49,90)

      €6 via Land (Free for orders above €49,90 )


      1 to 2 working days

      2 to 5 working days 


      Spain (Islands)

      €9 by airplane

      1 to 2 working days

      Other EU Countries

      10€ via Land (Free for orders above €49,90 )

      15€ by airplane (Free for orders above €49,90 )


      3 to 5 working days

      1 to 2 working days


      United States of America and Canada

      20$ (Free for orders over $99,90)

      		2 to 5 working days


      We do not currently ship to non-EU countries, except the United States of America and Canada. 

      Deliveries and collections in Portugal are by TNT. In European Union countries they are by DHL Express. To the United States of America and Canada the company responsible is UPS.

      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.

      Our returns are free. If you wish to return or exchange an item, please visit the page regarding this subject.


      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 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 Shaeco online store does not save your credit card details. We will only receive a payment confirmation from your bank. 


    • HOW DO PAYPAL PAYMENTS WORK?

      To pay with PayPal, simply enter the item 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. Shaeco never has access to your private information. We only receive a payment confirmation in the online store system from your PayPal account.

    • IS IT SAFE TO BUY AT SHAECO?

      Yes, Shaeco'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 Shaeco.

    • WHAT PAYMENT METHODS ARE AVAILABLE?

      Currently, Shaeco offers the following payment methods: ATM, Credit Card, MBway, PayPal and cryptocurrency.


    • I AM HAVING DIFFICULTIES WITH PAYMENT. WHAT SHOULD I DO?

      If you are unable to make your payment you should check the card details 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 care@shaecoshop.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.

    • HOW CAN I EXCHANGE A PRODUCT I BOUGHT AT SHAECO?

      You have 30 days to exchange or return a product. 
      However, the product needs to be in perfect condition: unused and with the original box undamaged. 

      If you want to ask for an exchange, you must: 

      • Log into your account;
      • Go to the "My Orders" section;
      • Select the respective order;
      • Click on Return/Transfer and follow the steps indicated.


      If you have placed an order as a guest, the exchange or return should be done through care@shaecoshop.com. When we receive the returned item, we carry out the quality control and send the new product.

    • HOW CAN I RETURN A PRODUCT I BOUGHT AT SHAECO?

      You have 30 days to exchange or return a product.
      However, the product needs to be in perfect condition: unused and with the original box undamaged.

      If you want to ask for an exchange, you must:

      • Log into your account;
      • Go to the "My Orders" section;
      • Select the respective order;
      • Click on Return/Transfer and follow the steps indicated.
      ​


      If you have placed an order as a guest, the exchange or return should be done through care@shaecoshop.com. When the return is received, we will perform the quality control and return the money by the same payment method you used, unless you prefer a voucher.

    • IS THERE ANY COST WHEN RETURNING THE PRODUCT?

      Our returns are free. Just start the return process in your Shaeco account and schedule the collection service according to the day and time that are most convenient for you.

    • WHEN AND HOW WILL I RECEIVE MY REFUND?

      When the return is received, we will perform the quality control and return the money by the same payment method you used, unless you prefer a voucher. The time it takes for the chargeback to enter your bank statement depends on your bank. If you have any questions, please contact us at care@shaecoshop.com.

    • HOW CAN I CONTACT SHAECO'S CUSTOMER SERVICE?

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

    • WHAT ARE SHAECO'S CONTACTS?

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

    • DOES ONE & DONE SHAMPOO BAR HAS SALT?

      No, The One & Done shampoo bar has no salt. It also has no keratin, no parabens, no SLS, and no sulphates, being suitable for all types of hair and even for straightened or colored hair.

    • HOW SHOULD I USE A SHAMPOO BAR?

      Wet your hair well. Make sure it gets wet from the tips to the roots.

      Wet the shampoo and rub it directly on the hair from the scalp to the ends. Alternatively, you can rub your wet hands on the bar to transfer the shampoo and make a lather, and then run them through your hair.

      Massage the scalp. Everyone's hair is different in size and quantity, so apply two or more times if you feel the need.

      Finally, rinse your hair.

    • IS ONE & DONE SHAMPOO BAR RECOMMENDED FOR THE CURLY GIRL METHOD?

      Yes, the one and done shampoo bar is compatible with the curly girl method because of its ingredients, free of SLS and that protect and respect curly hair.

    • IS THE ONE & DONE SHAMPOO BAR RECOMMENDED FOR STRAIGHTENED HAIR

      Yes, the One & Done shampoo bar contains a formula without salt and without sulphates, ingredients that you should avoid in chemically treated hair, to keep the straightening for longer.

    • IS THE ONE & DONE SHAMPOO BAR RECOMMENDED FORCOLOUR-TREATED HAIR?

      The One & Done shampoo bar is perfect for colour-treated hair, chemically treated hair and even hair with extensions, because it contains a salt-free and sulphate-free formula. 

    • IS THE SHAMPOO ADEQUATE FOR ALL HAIR TYPES?

      Yes, the shampoo is suitable for all hair types. It has been enriched with argan oil to help untangle your hair after washing. And it has a coconut extract to lather up just as nice as liquid shampoos. But there are no sulphates! Leaving the hair super well washed, but without being dry!

    • WHAT INGREDIENTS ARE IN THE SHAMPOO BAR?

      Ingredients

      Good for your hair, good for the planet

      Disodium Lauryl Sulfosuccinate; Sodium Cocoyl Isethionate; Stearic Acid; Maltodextrin; Water; Sodium Stearate; Dicaprylyl Ether (and) Decyl Glucoside (and) Glyceryl Oleate; Hydrogenated Castor Oil; Cetyl Alcohol; Brassica Alcohol (and) Brassicyl Valinate Esylate; Fragrance (Perfume); Argania Spinosa Kernel Oil; Citric Acid

    • WHY IS THE PEBBLE - CARRYING BOX - MADE OF CORK?

      The Pebble carrying box enhances the value of cork and avoids waste from the cork industry. Pebble is made of pieces of cork that are left over from manufacturing other products, which are agglomerated and shaped in the sublime shape you can see in the photographs.

      This raw material is a unique case in terms of sustainability, as no tree is cut down in the stripping process. This was the first choice to create the carrying box for our products.

    • How can I track the shipment of my subscription?