FAQ'S

How can I contact customer support?

Whenever you have any doubts or questions, our team is available for you.

Do not hesitate to contact us through one of the following means: By calling +351 62098021; By email info@joanamarquesbeautystore.com ; through our social networks. For questions related to return requests, you can contact us via email at info@joanamarquesbeautystore.com .

Our team is available to help you on business days from Monday to Friday, between 10am and 6pm.

What payment methods are available?

We strive for a safe shopping experience and, for this reason, we insist that all transactions take place on platforms recognized nationally or internationally for their credibility and security and that all payments have an extra security method.

On the Joana Marques Beauty website you can choose to pay for your orders using one of the following methods:
Credit card;
PayPal;
MB WAY;
Multibanco entity and reference;
Apple Pay.

How does the return policy work?

If for any reason you wish to return your item(s), you have 14 non-working days after receiving your order to ship or deliver it to our facilities (prior appointment required, subject to availability).

To start the return process, you must contact us and our team will send you an email with the next steps.

We remind you that articles must meet certain status conditions, namely:
- The article must be sealed and in perfect condition, without signs of use or any visible damage;
- You must ensure that the item comes with the original packaging and, if applicable, branded accessories;
- Come with the original bag/box, which contains the label with your shipping details. If you no longer have one, you must place your name and order number inside the bag (example: First Name Surname #00000);
- The recipient of the order must be "JOANA MARQUES BEAUTYSTORE".

As soon as your order is at our facilities, we begin the return process as soon as possible, via email.

Please note that, after validating the process via email and authorizing the refund, the amount may take a few days to reach the destination bank account, for reasons beyond Joana Marques Beauty's control . The time limit for refunding the amount is up to 14 working days.

Please note that only the value of the item(s) returned will be refunded. Shipping costs for your order, such as shipping costs to our facilities (if applicable) will only be refunded in exceptional cases, for example, if the item sent is damaged or does not correspond to what was ordered.

If you have any questions, please contact customer service via email: info@joanamarquesbeautystore.com

Are exchanges authorized?

If for any reason you wish to exchange your item(s), you have 14 non-working days after receiving your order to ship or deliver it to our facilities (prior appointment required, subject to availability).

To start the exchange process, you must contact our team via email.

Note: You should always check the items we have available on our website to make the exchange.

We remind you that articles must meet certain status conditions, namely:
- The article must be sealed and in perfect condition, without signs of use or any visible damage;
- You must ensure that the item comes with the original label and, if applicable, branded accessories;
- Come with the original bag/box, which contains the label with your shipping details. If you no longer have one, you must place your name and order number inside the bag (example: First Name Surname #00000);
- The recipient of the order must be "JOANA MARQIUES BEAUTY STORE". 

As soon as your order is at our facilities, we begin the exchange process as soon as possible, via email.

Please note that, after validating the process via email and authorizing the refund (if applicable), the amount may take a few days to reach the destination bank account, for reasons beyond Joana Marques Beauty's control . The time limit for refunding the amount is up to 14 working days.

Please note that only the value of the returned item(s) will be refunded (if applicable). Shipping costs for your order, such as shipping costs to our facilities (if applicable) will only be refunded in exceptional cases, for example, if the item sent is damaged or does not correspond to what was ordered.

If you have any questions, please contact customer service via email: info@joanamarquesbeautystore.com

Does Joana Marques Beauty have a physical store?

At the moment, our service is online only and therefore we do not have a physical store. However, you can pick up or return your order at our facilities, by appointment and depending on availability.

If you have any questions, please contact customer service via email: info@joanamarquesbeautystore.com

Are Joana Marques Beauty products shipped abroad?

Joana Marques Beauty ships all over the world, except for the fact that these shipping processes take longer when compared to shipping to the Iberian Peninsula, and the shipping costs are also higher (they vary depending on the region and are calculated automatically during the check-out process).

How long will my order take to be shipped?

We work to process each order as quickly as possible.

For orders whose delivery address is the Iberian Peninsula, the estimated shipping time is 5-7 working days. However, we will do everything we can to have it shipped within 24 to 48 hours.

For orders whose destination is outside the Iberian Peninsula, shipping times are extended and generally vary between 7-9 working days.

After the order is dispatched from our facilities, you will receive a notification by email or telephone with delivery information.

Please note that these shipping deadlines do not apply to pre-sale items and, in these cases, the expected shipping deadlines will be longer. For each item available for pre-sale, we share detailed information regarding expected shipping times, through the item details.

What are the shipping/collection methods for orders?

We greatly value your time and, for that reason, we offer several collection/shipping methods for your order:

In-person collection:
This method does not represent any additional cost to your purchase. When your order is ready for collection, you will receive an email to make the mandatory online appointment to collect your order.

Home delivery:
You can request shipping by courier to any address you specify. The values ​​inherent to shipments via courier are calculated automatically during the check-out process.

I made a mistake when filling out my order details, how can I correct it?

In case of any mistake when confirming your order, the Joana Marques Beauty team will help with the rectification process.

While the order is being processed, you can contact us using our contact details and we will update your details in your customer/order area.

If the order is in a “completed” state, and for reasons beyond Joana Marques Beauty’s control , the data cannot be updated, being the sole responsibility of the customer.