GET 30% OFF IN ALL PRODUCTS FOR CHRISTMAS

FAQs

WHAT HAPPENS IF THERE'S BEEN A DELIVERY MISHAP TO MY ORDER? (DAMAGED OR LOST DELIVERY)

We take such matters very seriously and will look into individual cases thoroughly. Any sample that falls under the below categories should not be thrown away before taking photo proof and emailing the photo of the affected sample and your D.O (Delivery Order) to us, if applicable, at info@eden-mix.com.

1. In the event of damaged samples received, we will require photo proof of the affected samples and your D.O (Delivery Order) in order for us to investigate and review before a decision is made to re-send the sample to you at no cost, subject to availability. In light of this,any sample that falls into this category should not be thrown away beforetaking photo proof and emailing the photo to us at help@samplestore.com

2. In the event of lost mail, we will try to locate the delivery team in TNT, FedEx or CTT and if there's a clear indication that your order is indeed lost, we'll re-send the order to you at no cost, subject to availability.

WHAT HAPPENS IN THE EVENT OF UNSATISFACTORY/WRONG/MISSING ITEMS?

We take such matters very seriously and will look into individual cases thoroughly. Any sample that falls under the below categories should not be thrown away before taking photo proof and emailing the photo of the affected sample and your D.O (Delivery Order) to us, if applicable, at info@eden-mix.com.

1. In the event that the sample you've received is unsatisfactory in any way you perceive, we will require photo proof of the sample and your D.O (Delivery Order) as well and you may be required to send us back the sample for close inspection and review before a decision is made to re-send an item to you (You may need to pay shipping), subject to availability.

3. In the event that you've received the wrong sample, we will require to proof of the wrongly sent sample, D.O (Delivery Order) and you may be required to send us back the item and after reviewing, we'll re-send the correct sample to you at no cost, subject to availability.

4. In the event you've received your order with a missing sample, we will require you to email us a clear photo proof of your Delivery Order to info@eden-mix.com and after which, kindly give us a call at (+351) 916866159 and our customer service officer will attend to you to find out more before a decision is made to re-send the missing sample to you at no cost, subject to availability.

FROM WHERE ARE MY ORDERS SHIPPED FROM?

All your orders are shipped from Portugal

HOW DO YOU SHIP MY ORDERS?

All your orders are sent via TNT, FedEx or CTT.

DO YOU OFFER LAY-BYS?

Yes, we offer lay-bys since we think that customers shouldn't need to pay full price at one time so we added this option to help people that want our products to be able to pay monthly for an item. We will be making a blog post talking about our lay-bys system and it will be added to this FAQ topic when it's finished.

DO YOU OFFER LOYALTY POINTS OR REWARD POINTS, GIFS?

We currently have reward points, because its a way for EdenMix to thank our loyal customers for their purchase. You can check your points on the left side of the website where it says "Rewards Program". More information about rewards in our blog at Reward Program.

HOW LONG WILL IT TAKE FOR MY ORDER TO ARRIVE AFTER I MAKE PAYMENT?

Members who ship their orders within Portugal should expect to receive their orders within ten (10) to fifteen (15) working days upon payment verification depending on the volume of orders received.

Members who ship their orders from outside Portugal should expect to receive their orders within fifteen (15) to thirty (30) working days upon payment verification depending on the volume of orders received.

If you experience delays in receiving your order, contact us immediately and we will help to confirm the status of your order.

HOW CAN I TRACK MY ORDERS & PAYMENT?

After logging into your account, the status of your checkout history can be found on your profile page. For orders via registered postage, a tracking number (article tracking number) will be given to you after the receipt given from TNT, FedEx or CTT.

WHAT ARE THE PAYMENT METHODS AVAILABLE?

At the moment, we only accept Credit/Debit cards and Paypal payments.