Perguntas Frequentes

To register in metrokids you must click in the option “Register” at the right top corner of the site.
The proceeding is quite simple. We collect only the essential information so that we can recognize you, contact you and provide you a personalized customer service.
To register: 

1. Fulfil the form with your personal data.
2. You will receive an email message giving you permission to conclude the register process and be part of the advantages of this community.

The user of metrokidscompany.com is responsible for its account access elements (username and password) and must assure the privacy of its data. “Username” and “password” fields (your login) are essential for your next visit.

To buy at “metrokidscompany.com” store you must register. The process is quite fast and simple; you waste around 1-2 minutes to finish it. In the end you’ll have a username and a password to access the store and to shop online.

You will benefit of campaigns, discounts and exclusive offers to our online clients.

The shopping process will be easier as well, soon you Login your personal data will be automatically discharged and you won’t need to repeat information every time you place an order. You can also create, edit and save multiple addresses. (House and Work addresses)

Every order you make at www.metrokidscompany.com is automatically added to your Metro Kids card balance.

metrokidscompany.com assures a privacy and security commitment with the personal data of each client.
All the information you provide us is only for an appropriate service adapted to your personal needs.

To login please introduce your Username and Password on the right top corner of the website and you will access to your personal page.

From that moment on you will be able to use, consult and change all your personal data. Your personal page allows you to access your data, products, information on discounts and gifts and your orders.

It is very important to maintain your personal data up to date; the data are used for treatment of the purchase you made online (shipping address, name of the buyer on the invoice, email, cell phone, etc.).

Accessing this area gives you permission to consult every purchase you made in metrokidscompany.com with the possibility to check the description of each order and be able to make use of (and print) documents generated by the order, the invoice.

To see the description of each order, click on the number.

To print the invoice, select the option for each order.

In case of misuse of the website and regardless the legal procedure applied, metrokids reserves the right to cancel the user registration, eliminate orders and any other kind of content the user hold.

If you can’t remember your password follow these steps:

1. Enter your login clicking on the right top corner of the website;
2. Click where it says “Click here to recover your password”;
3. Introduce your data or email and then click on “Recover Password”.

We will send you a password via email. You must change this new password entering your personal page in personal data.

If you do not wish to receive any more Newsletters from metrokidscompany.com (promotions, exclusive offers, news, etc.), ask to be taken off our mailing list accessing your personal page or following the instructions presented at the end of every email we sent you.

You can pay safely using the following methods:

Bank Transfer

If you choose this payment method use the data of our account:

SWIFT: BCOMPTPL
IBAN: PT50003300000000601274005

Please send us a proof document of the transfer you made to informacao@metrokidscompany.com *(for example: bank deposit coupon or an image of the internet page of your bank website)

The person who made the purchase doesn’t need to be the holder of the account. We just need the name of the holder of the account identified in the proof payment document.

In case we don’t receive the payment in a 48 hours period, we’ll be forced to cancel your order.

If you miss the deadline for ATM payment we advise you to buy your items again, since there is a strictly deadline for shopping choosing this payment method.

Credit Card

If you choose this payment method you are choosing to pay on real time. You don’t need to send us any kind of proof payment document to get the purchase confirmation.

You just need to provide us with some of your credit card data:

   1. Card number
   2. Expiration date
   3. The 3 last digits on the back of your card

This is a totally safe method , the information goes directly to the server of RedUnicre without accessing our website.

Credit Cards you can use: Visa, MasterCard and EuroCard.

We accept Credit Card and Bank Transfer payments. These are very effective and secure methods. If what you want is a faster service the ideal method of payment is Credit Card, the payment is automatically confirmed on our system.

Bank Transfer requires more of your time. You need to make the payment through your online bank account or in a counter of you bank and send us the transfer payment proof by fax or email.

Yes, all prices include VAT.

You must follow 3 simple steps:

1. Choose the Bank Transfer option.
    
2. Go to you bank, Home Banking and make the transfer using the information provided:
   SWIFT: BCOMPTPL
   IBAN: PT50003300000000601274005
    
3. Please send us a proof document of the transfer you made to informacao@metrokidscompany.com  *(for example: bank deposit coupon or an image of the internet page of your bank website)

Some banks provide the possibility to send email alerts to the transfer receiver, in the transfer zone. Put in the email field the address “informacao@metrokidscompany.com” and in the field for the description of the transfer write you order number. If your bank doesn’t have this function or you can’t go on with this process you can print your screen to a file and sent it to our email.

For example, if you have Windows XP and Microsoft Office 2003 you can print the page that makes proof of your transfer to a file and send it to our email, referring as well your order number. To “Print to a File” select the print page option and in the list of laser printers select the document image printer of Microsoft Office (Microsoft Office Document Image Writer). When printing the system will create a file that you must attach to the email you send us.

Shopping in the Metro Kids online store is comfortable, fast and easy and we guarantee the safety of your data. We know safety is one of the issues that most concern users and so we took all required methods to guarantee that the information you provide us is safe as possible.

Using your Credit Card in metrokidscompany.com is 100% safe. We use SSL encrypted information and we work on real time with bank systems (Unicre/SIBS). Payments with Credit Card on the internet are no longer a problem, if made through secure websites (like ours) and to a reliable entity.

If you believe safety is even more important in your internet purchases you can create a Credit Card number just for a particular purchase. “Temporary” cards don’t exist physically but they work exactly like others, since they are connected to your Credit Card.

Bank facilities have a security system that limits purchase through the internet. Maybe that’s why your request has been declined. If you wish to purchase you better contact your bank and request authorization to purchase on the internet, then you are ready to order on our website again.

For last minute shopping, we advise payment with Credit Card. The payment process will be faster since you don’t need to send us any kind of proof payment document to get the purchase confirmation.
This is a totally safe method because this information goes directly to the server of RedUnicre without accessing our website.

It’s a simple, easy and safe process:

1. Choose the items you are searching surfing on our website or with our search function.
2. Choose size and colour (if possible) and click the button “Add to basket” so that the item is added to your shopping basket.
3. You can repeat the second step to add more items. Your basket content is updated at the top of the page.
4. When you have inside the basket all the items you want click on “execute order”.
5. Then will be requested information about the delivery address, method of payment and confirmation. Finally we will send you an email with order and payment confirmation.

The items inside the basket are only assured after the order confirmation. If the size and/ or colour you want were about to be sold out it might happen to be sold to others before you confirm the order. In case this happens the items would be removed from your basket and a page with an explanation would appear.

After the order is complete it will show a page with a number confirmation order. A few minutes later you will receive an email with all the information you need about your order.

Enter your personal account clicking here: http://www.metrokidscompany.com/login.php and use the information you created during your register.
You can track every order you made until now and check their status.

Yes, you just need to send us an email with the name and information you have on the item. We’ll be in touch with details about its availability.

In case an item is not available you won’t be able to order it and on details will be indicated “Sold Out”. If you can insert the item inside the basket, that’s because it is available.

Every time a situation like this happens you will be informed and you have 3 options:

1. Confirm the order with a new delivery time in case there is a restitution of the item;
2. Choose an alternative item to substitute the ordered one;
3. Cancel the order, in case you are not interested in waiting for a new delivery time or accepting the substitution suggestion. You will be compensated with a voucher to use online or through bank transfer.

Contact us as soon as possible explaining the situation. We can change you order only if it hasn’t been executed or shipped.

The orders are shipped within 24h or from 5 to 7 working days* after payment confirmation. In case of an order with different delivery deadlines we will contact you to know how you want us to manage the deliver.

Deliveries: 

* We won’t guarantee these deadlines in sale/promotions period or sold out stocks. Delivery time counts from the moment your order is shipped.

Delivery Conditions & Terms:
If you are not available to receive your order you have fifteen days to ask for another delivery attempt. After this deadline metrokidscompany.com considers such act as an expression of cancelling the contract. The order will be cancelled and will return to our warehouse. For more information please contact us.

Report a delay:
In case you received an email with the shipping confirmation and your order hasn’t arrived contact us:
By Email: informacao@metrokidscompany.com
By Telephone: (+351) 239 989 120 (between 9.00h - 13.00h and 14.00h - 18.00h, except weekends and bank holidays, reporting your order number)

In case of loss or impossibility to deliver an order to its destiny, the anomaly detection service has 14 working days to confirm the succeeded and during that period of time there will be no refund.

metrokidscompany.com delivers to Portugal and other European Union countries belonging to Euro Zone.

Nowadays our deliveries are of the responsibility of DHL. When the order is shipped you receive an email with the confirmation.

In case of unexpected situations, beyond the control of our store, the punctuality of the delivery service might be complicated or even impossible to carry out. In this case the client will be informed about the delay and if agreed the delivery is made with a new deadline to be arranged.

* We won’t guarantee these deadlines in sale/promotions period or sold out stocks.

If you already have received an email with the shipping confirmation is because your order has left our warehouse. From that moment on your order will take from 24h to 3 working days to arrive. If that doesn’t happen please contact us.

In case of unexpected situations, beyond the control of our store, the punctuality of the delivery service might be complicated or even impossible to carry out. In this case the client will be informed about the delay and if agreed the delivery is made with a new deadline to be arranged.

You should communicate your intention of returning a certain item as soon as you confirm the need to do so.

You have 15 working days from the day you receive the order to return it.

We accept returns in the following situations:

1. Product damaged or with manufacturing defect, unless the damage has been caused by the client;
2. Product (or quantity) different than the ordered;
3. Order delivered after the deadline expected.

In paragraphs 2 and 3 above, the return will only be accepted if the package with the product has not been violated.

The return of the product in a package different than the one it was received determines that the responsibility for possible damages is totally yours.

You must choose between: 1. the product or quantity is different than the ordered; 2. the order has arrived after the deadline expected; 3. the product is damaged or with manufacturing defect. If you decide to exchange the product the next delivery will be free and a new deadline will be arranged. If you decide to be refund you will receive the total amount.

The refund of the money will take around 15 working days from the day we receive the returned product. The refund method will be arranged with the client.

Returns of products bought at the Online Store cannot be exchanged or returned at any of the "normal" stores. The process of returning or exchanging a product bought at the Online Store must be conducted through the Online store by contacting us through email or phone.

The client has the right to ask for the resolution of the contract and subsequent cancelation of an order within 14 working days from the day the order arrives, without having any costs or need to explain the motif. That intention must be written and sent to us on an email or letter. The products must be returned in 30 working days from the day the order arrives along with the purchase receipt or original invoice.

By mail:
AMC - Representações Texteis, Lda.
Parque Industrial de Taveiro, lote 8
3045-504 Taveiro, Portugal

E-mail: informacao@metrokidscompany.com

In case you cancel your order you will be totally refund with no extra expenses. The refund will be executed in the same payment method you chose to pay the order as soon as possible and within 30 working days after the purchase.

Private policy is meant to inform our clients about the way we collect, treat and protect the personal data they provide us online.
Any change to the privacy policy of metrokids will be available on this Website. Last update was on 16/09/08.
For additional clarification please contact us:
a) by mail, to Parque Industrial de Taveiro, lote 8 3045-504 Taveiro;
b) by electronic mail to informacao@metrokidscompany.com

The responsible identity for processing data is Brasopi - Comércio de Vestuário SA, in Rua da Leonesa, Centro Empresarial da Leonesa, G 32, 4465-671 Leça do Balio.

The purpose of collecting Personal Data is to examine them and decide the kind of management of the services provided.
Information concerning your date of birth is meant for the promotion “birthdays” and to send postcard greetings.
metrokids informs it is mandatory to answer to all questions (except date of birth), otherwise the client might not be part of our database and consequently will not take benefit of our campaigns and promotions restricted to clients that exist on our database. Personal Data are confidential and they will not be shared with other entities.

Despite Brasopi – Comércio de Vestuário SA safely collects and treats all data, which prevents loss or manipulation, there is a warning that informs that collecting data on open networks allows the transmission of data without security, which can cause the risk of being seen and used by unauthorized people.
Data transmission through Network is never completely safe because there might be a third element interfering or accessing the information you posted, which is why data transmission is the informer’s total responsibility.

The holder of the data has the right to access, rectify, cancel and oppose to the disclosure of their data through one of the following methods:
a) by mail: AMC - Representações Texteis, Lda, com sede no Parque Industrial de Taveiro, lote 8, 3045-504 Taveiro.
b) through the Websites  www.metrokidscompany.com, using your Username and Password.
c) by e-mail: informacao@metrokidscompany.com

A cookie is a text-only string of information that some websites transfer to the cookie file of the browser on your computer's hard disk so that the website can remember who you are. A cookie will typically contain the name of the domain from which the cookie has come, but the only personal information the cookie may contain is the one given by you. A cookie cannot read data from your hard disk or from other cookies created by other Websites. Some services of the Website use cookies to keep track of the pages you visit. We usually use this information to verify the utility and facilities management of our site and to check if you have permission to access to certain services.
You can accept or decline cookies by modifying the setting in your browser. Please note that if you disable cookies you may not be able to use all the features of our Website. You might need to enable cookies to use some of our services.

You can send us an email to informacao@metrokidscompany.com or contact us using the form on the contact page.
We will try to answer the fast as we can.
You can also use the telephone: (+351) 239 989 120 where you can place your questions from Monday to Friday between 9 a.m. and 6 p.m.

If you still can’t find an answer to your questions, please contact us:

1. By mail:
   AMC - Representações Texteis, Lda. Parque Industrial de Taveiro, lote 8 3045-504 Taveiro