Orders
How Can I Know If My Order Is Processed Correctly?
Thank you for your purchase at Slowkey! Shortly after placing your order, you will receive a confirmation email that includes your order number and a summary of the products you have purchased.
If you have not received your order confirmation email 24 hours after making the purchase, it is most likely that there was an error in the email address entered. In any case, please contact our Customer Service team through info@slowkeyliving.com to resolve your problem.
Please note that orders are shipped 1-2 business days after purchase, except for orders placed over the weekend or holidays. In those cases, orders are processed during the next business day. As soon as your order has been shipped, you will receive an email notification along with the information necessary to track your order.
How Can I Use My Coupon Code?
You can enter the promotional code (make sure you write it exactly as it appears) before confirming the order and making the payment. Only one promo code can be used at a time.
These codes will not apply to discounted products unless otherwise specified.
How Can I Track My Orders?
Access the shipping confirmation email, there you will find your tracking number.
You can check the status of your order on CTT’s website link track my order here.
* If you have not received this email, please check your spam folder. If it is not there, please contact our Customer Service team through info@slowkeyliving.com.
I Have A Problem With My Order, What Can I Do?
Do not worry. For issues related to a purchase, for example: order status, changes in the delivery address, errors when placing the order, wrong products, defective items, partial deliveries, etc., please contact us via our e-mail (info@slowkeyliving.com) so that we can help you.
Please note that once your order has left our warehouse, we cannot guarantee a change of delivery address should you wish to do so. Only if the change is requested and processed before your order has been shipped is it possible to make a change to the delivery address.
shipping
Do I Have To Pay Duties (Customs Fee) When I Receive My Package?
If the delivery address is in a country outside the European Union, you automatically become an importer. This means that your order will usually be retained in customs upon arrival in your country, waiting for the importer (you) to comply with the payment of duties and taxes. Slowkey will not be made responsible for the payment of these costs. This means that your order will usually be retained in customs upon arrival in your country, waiting for the importer (you) to comply with the payment of duties and taxes. UK due to Brexit does not belong anymore to European Union. UK orders under 135 GBP shipping are free and no need to pay customs.
In case you decide not to comply with the payments of said tariffs and reject the package, this will incur a penalty fee of 50€ (from the costs of returning the goods to origin) that Slowkey will subtract from your refund.
Do You Ship Internationally?
Yes, of course! All our inventory is stored in our warehouse in Lisbon (Portugal) and at the moment can be shipped to Europe, USA, and Brazil.
Don’t worry, we are working to make that list of countries longer.
*IMPORTANT: Please note that if the delivery address is in a country outside the EU, you automatically become an importer. This means that your order will usually be retained in customs upon arrival in your country, waiting for the importer (you) to comply with the payment of duties and taxes. Slowkey will not be made responsible for the payment of these costs.
In case you decide not to comply with the payments of said tariffs and reject the package, this will incur in a penalty fee of 50€ (for the costs of returning the goods to origin) that Slowkey will subtract from your refund.
Do You Offer Free Shipping?
No, unfortunately, we do not offer free shipping but do hope to offer this service in the near future.
How Long Is Shipping Gonna Take? How Much Does It Cost?
Your delivery time will depend on your delivery address:
→ Portugal (Continent): 1/2 business days.
→ Portugal (Islands): 2/3 business days.
→ Europe: 3/4 business days.
→ Brazil and USA – 5/6 business days.
Occasionally some orders are delayed by customs, which can lengthen the delivery time. If this happens, get in touch with us through our contact form.
Prices for each location:
→ Portugal (Continent): €4,00
→ Portugal (Islands): €5.50
→ Europe: €5.50
→ Brazil and USA: €6.30
Payment
What Payment Method Do You Accept?
We are always trying to make this list longer, at the moment we accept these payment methods:
→ Mastercard
→ Visa
→ American Express
→ Paypal
→ Apple Pay
Returns & Exchanges
How do I return an item?
We are happy to accept returns within 14 days of receiving your item in the following circumstances:
→ The item has been purchased via our website;
→ The item is returned in its original condition, unworn with tags;
→ The item is safely and well packed to avoid any damage in transit and it contains either a copy of the original order receipt or a copy of the return request;
To request a return, please contact us via our e-mail (put e-mail here) explaining why you wish to return your purchase.
If you have changed your mind about an item, we, unfortunately, do not offer free returns but do hope to offer this service in the future.
Can I return a faulty item?
We are sorry you have a faulty item but we are happy to refund or replace faulty items within 2 months of the purchase date.
Please contact our customer service team at (put e-mail here) with your name and order number.
How long will my refund take?
Please allow up to 21 days to receive your refund. The refund will be made on the same payment method used in your original purchase.
Why have been refunded less than my original payment amount?
We will always refund the original payment amount for all items meeting the refund criteria. If you have changed your mind about your item, your shipping costs will not be refunded. If you are paying using a currency other than EUR, exchange rates can fluctuate between the time of purchase and refund which will affect your refund amount.
What is the Processing time for returns?
At Slowkey we are always trying to improve and be efficient, so our aim is to always process returns or exchanges as quickly as possible although it can take a little time at busy times.
Once your return has been processed you will receive an e-mail acknowledging receipt of your return and our Customer Service will then process your refund request as soon as possible.
Please retain all proof of postage receipts until your refund request has been completed.
How Can I Exchange An Item?
We are happy to accept exchanges within 14 days of receiving your item in the following circumstances:
→ The item has been purchased via our website;
→ The item purchased is returned in its original condition, unworn with tags;
→ The item is safely and well packed to avoid any damage in transit and it contains either a copy of the original order receipt or a copy of the return request;
To exchange a product, please contact us via our e-mail (info@slowkeyliving.com) explaining why you wish to exchange your purchase.
We will inform you if the item you wish to exchange your purchase with is available as soon as possible. Please note that you need to choose an item of equal or higher value, we do not accept exchanges for items with a lower price than the item purchased.
If you wish to exchange an item, please note that your shipping costs will not be refunded.
Product Care
How can I wash my items?
All Slowkey items come with washing instructions printed on the inside.
Our care recommendations:
→ Rinse in fresh cold water immediately after use
→ Hand wash up to 30 degrees inside out with similar colors
→ Do not bleach
→ Do not tumble dry
→ Do not iron
→ Do not dry clean
→ Dry away from direct heat and sunlight
What should I do to make my item last longer?
Extra care with our products is essential, so SLOWKEY recommends:
→ Always dry the piece in the shade;
→ Avoid that the piece has contact with sunscreens, suntan lotions, and other chemicals that may damage it;
→ After each use, wash the piece by hand with cold water to remove all salt and chlorine residues;
→ Pay attention to the use of the piece in swimming pools with a high percentage of chlorine, as these may alter the color of your article;
Can't find what you're looking for?
Send us an email to tell us what’s up and someone from our Customer Service team will get back to you as soon as possible. Be sure to include your order number (if you have one).
Please email us at info@slowkeyliving.com
Other inquiries? Let’s chat.
Please email us at info@slowkeyliving.com