FAQ

Every product on our website has its page, showcasing various images. You can find a product page either using the search function or by browsing. To search, please enter the product name or number in the search box. You’ll find everything from the site related to your product. Alternatively, as you look through the product categories of our online store, you will discover product pages for all our items.

If there is a particular product you are looking for, please feel free to contact us here and we will be happy to help you.

You can purchase products directly from our online store. If you wish to find out more about our stockists, please contact us here.

We work with predominantly European factories that share our commitments to quality products, environmental principles, and ethical working conditions. In those circumstances when our items are manufactured outside of Europe, we make our decisions carefully based on expertise.

This is most notably the case with our toquilla straw Panama hats - crafted by artisans in Ecuador - and our signature Frescobol beach bats, hand built by Brazilian marceneiros in Bahia. With these items, we choose to champion traditional techniques and a slower and more sustainable practice of artisanal production for a truly quality product.

All items on our online store are usually in stock. However, even if an item is in stock, please note that another customer could buy an item you want before you complete the order - this includes if the item is in your shopping cart.

If a product in your preferred colour and size is unavailable, you can always sign up for a back-in-stock notification and we will inform you via email once the product becomes available.

We offer size guides on each product page which are product specific with international conversions. If you have any questions regarding your size we are happy to assist, just contact us here.

We gradually introduce new products in our seasonal collections; however, we do not disclose specific release dates of new designs. The best way to stay up to date with new product launches and collections is by signing up for our newsletter at bottom of the page.

You can find product-specific instructions on our Caring For Your Product page.

Our sales are subject to availability. To avoid disappointment, please purchase your items as soon as possible. Items in the shopping cart are not saved or reserved, and stock may run out.

To be amongst the first to be notified of when our sales launch we recommend signing up to our newsletter at the bottom of the page.

On the shopping cart page, you have the option to add a gift box to your order along with a message for the recipient. Additionally, during checkout, feel free to send the gift directly to the recipient by selecting the corresponding shipping address. For any issues, please contact customerservice@frescobolcarioca.com and we will be happy to assist.

We welcome feedback from customers on our products and service so we can constantly improve them. If you would like to offer feedback, please send an email to customerservice@frescobolcarioca.com and we will pass it on to the relevant team.

We accept the following forms of payment: Visa, Mastercard, American Express, Discover, Diners Club, Maestro, UnionPay, Shop Pay, Apple Pay, Google Pay, Bancontact, and iDEAL.

Yes, you can either checkout as a guest or create an account. By creating an account, it will make it faster to place future orders and allows you to review your order history at any time.

If you are experiencing any difficulties while placing your order, please contact customerservice@frescobolcarioca.com. Please share any errors you are seeing so that we can assist you immediately.

If you have any questions or concerns, please feel free to contact us here.

Your query is important to us and our customer support team aims to reply to all questions within 48 hours of receipt.

We are pleased to offer personalisation on our iconic beach bats. This service will allow you to customise your Frescobol paddle using laser engraving, making our one-of-a-kind bats even more unique. Our bats can be engraved with up to 8 letters, available in three different fonts. Only one of the two bats in your set will be engraved. If you purchase a bi-coloured bat set, the personalised bat will be pre-selected on your behalf.

For personalised beach bats, please add three working days to our standard delivery time.

Once an item has been personalised, we can unfortunately not accept these for return. Personalised items are not valid for refund or exchange.

We ship from our warehouse in Portugal. All our orders are shipped using DHL Express and shipping times vary depending on customer location, as below:

United Kingdom: Next Business Day.
EU Countries: Next Business Day.
All other EU Countries: 1-2 Business Days.
US Mainland & Outlying Islands: 2-3 Business Days.
Rest of the World: 1-4 Business Days.

Orders must be received before 14:00 GMT to qualify for express shipping. Orders received after this time will be shipped the following business day.

Please note our warehouse is closed over the weekend. Orders placed after 14:00 GMT on Friday will be shipped the following Monday.

*Shopping during our sale: We aim to get your order to you as quickly as possible but due to high volumes it may take longer to arrive.

The exact cost of shipping for our orders is calculated at checkout and varies depending on customer location. Shipping is calculated by our courier on a case-by-case basis to offer the best price and service available, and therefore may vary, and will look a little different.

We also offer free express shipping on:
US orders over $400
UK orders over £300
EU orders over €300
Rest of the World orders over $450

We offer worldwide express delivery services*. All orders are shipped from our warehouse in Portugal using DHL. If you would like to inquire about delivery to a specific country/region please contact Customer Service here.

*Please note all deliveries to Ukraine and Russia are suspended, therefore all orders coming from those countries will be cancelled and refunded.

Unfortunately not. If you need items sent to different addresses, please place a separate order for each address.For corporate orders, please contact Customer Service here.

All of our shipments are sent using DHL on a trackable service. Once your order has been shipped you will receive a confirmation email with a tracking number that should allow you to track your shipment online here.

You can make changes to your DHL delivery while your parcel is on its way to you. Just enter your mobile number at checkout to receive an SMS notification after your order has been dispatched and choose from a range of options:

• Reschedule your delivery for a nominated day
• Place your shipment on hold if you won't be in
• Collect your order from a DHL service point
• Alternate Address
• Leave with a Neighbour, Concierge or Guard

By selecting any of these options, including through any default preferences you may have selected with our delivery partner separately, you acknowledge and agree that Frescobol Carioca shall bears no responsibility or liability for any loss or damage that may result from delivering your order in that way.

Please note that a signature may be required upon receipt of goods.

You can rest assured that we'll keep your purchases safe until they've reached you. Your order is insured against theft and accidental damage during delivery. Once your purchases have been delivered to the specified address and signed for, they are no longer covered by insurance.

If you are unable to locate your tracking number, please get in touch with our Customer Services team at customerservice@frescobolcarioca.com.

If you have not received your parcel, we advise you to contact Customer Service as soon as possible and, at the latest, within forty-eight (48) hours of the date of delivery. This is important so that we can initiate an investigation with the delivery company. Please note that once this period of two days has elapsed, we will no longer be able to open a claim or guarantee your refund or request the return of the parcel.

Yes, for orders placed before the 14th of December 2023 we provide pre-paid return shipping labels with all orders. For orders after this date we have launched a new returns portal where you can register your return. We operate with a strict 30-day exchange policy.

To be eligible for a refund or exchange, your item must be unused and in the same condition that you received it with the original tags attached.

Please note only items that have been purchased directly from Frescobol Carioca online store can be returned. Frescobol Carioca products purchased through other retailers must be returned in accordance with their respective returns and refunds policy.

For orders placed on or after the 14th of December please refer to our returns page for details on the process. For orders placed before this date please refer here.

If you have any difficulties with any of the above, then please contact us here.

In the rare case that your item is faulty please provide us with two high-quality images of the issue and one photo of the care labels on the inside of the garment. Please forward these images with your order number or invoice number to customerservice@frescobolcarioca.com and we will evaluate your case and follow up with the best solution.

Only items that have been purchased directly from Frescobol Carioca online store can be returned. Frescobol Carioca products purchased through other retailers must be returned in accordance with their respective returns and refunds policy. This policy applies both to items purchased by you and items you received as a Gift.

Please be aware that items which have been damaged as a result of normal wear and tear, by accident, or your own misuse, will not be considered faulty.

Exchanges only apply to the same item in a different size. If you wish to exchange for another style, please request a refund and place another order.

Please note that returns from outside the EU can take up to 10 business days to be delivered to our warehouse. If you notice that your parcel is in customs rest assured this is part of the normal process due to the customs regulations. We thank you for your patience in advance.

We endeavour to process your refund as quickly as possible, but please allow up to 14 days during busier periods. Refunds will be issued to the original purchasing card or Paypal account. If you have not received your refund, please get in touch with our Customer Services team here.

We will cover all duties and taxes on shipments worldwide with the exclusion of Brazil. All orders are shipped from our warehouse in Portugal.

We are currently only able to offer gift cards valued in US dollars. However, our gift cards can be purchased worldwide, using any currency available on frescobolcarioca.com and the cost will be converted to your chosen currency at checkout. Our gift cards can also be redeemed worldwide, using all available currencies. The value will be converted to your chosen currency at checkout and deducted from the total amount.

Redeem it at frescobolcarioca.com, just apply your gift card code at checkout.

Our gift cards are non-refundable. If you’d like to return a purchase made with a gift card, the funds will be credited back to your gift card.

It remains on your balance and can be used toward any future Frescobol Carioca purchases within the validity period.

You can check your gift card balance here.

Our gift cards are valid for 12 months from the date of purchase.

As our gift cards are digital, the confirmation and gift card email will be sent to the email address provided when purchased. Once this has been received, you can forward it to the recipient or print and present it in the packaging of your choice.