Common Questions
- Choose the item you want to buy and click on buy, in the case of items with different sizes and colors, choose the one that suits what you want to buy and click on buy.You are redirected to the shopping cart page, if you want to add more items to the cart you must click on continue shopping, when the shopping cart agrees with what you want to buy you must click on finalize order.Consequently, you only have to indicate the data for the shipment (which we advise you to be careful to correctly indicate the address, valid email and contact details). Afterwards, you will receive an order confirmation in the email, with the necessary information for processing the order.After confirming the payment, you only have to wait for the order to be delivered to the indicated address.
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Our store works without customer management, so it is not necessary to register at the store to proceed with the purchase of the items you want.
Payment by bank transfer is subject to the following conditions:
1. The bank transfer must be made within 1 (one) week from the time the order was placed. After this period, the order will be canceled;
2. To simplify the processing of your order, whenever possible, do not forget to indicate the reference of the order at the time of bank transfer.
3. After making the bank transfer, you must send a copy of the proof to the e-mail geral@waterfall.pt
4. Once payment is confirmed, Waterfall will send the order to the indicated address, which may take 24/48 hours.
ATM payment:
1. At the end of the order, the customer will receive an ATM reference and the respective value of the order.
2. After making the transaction at the ATM, and confirming your payment, the order will be shipped.
Paypal payment
For the customer with a Paypal account, this is a very simple payment method:
1. At the end of the order, select the Paypal option and you will be redirected to the Paypal account, where with your access data you can transfer the amount to Waterfall
2. Once the payment confirmation reaches Waterfall’s account, your order will be shipped.
Easypay payment (ATM, VISA and MASTERCARD reference)
1. At the end of the order, choose the Easypay payment method and the necessary data will be available to pay for your order.
2. If you choose this method of payment, Waterfall will automatically receive proof of payment and the order will be shipped.
When placing an order, you have 1 week to make the payment. After this time the order is cancelled.
Delivery time is 1 to 3 working days for Mainland Portugal*, and 5 to 10 working days for Madeira and the Azores, and will start from the moment of payment confirmation. Delivery times are indicative and therefore are considered valid when there are no physical or structural impediments (for example: incorrect addresses or force majeure setbacks). In case of non-receipt of the order within the indicated deadlines, an investigation will be made with the carrier, which may take a few days. The customer should contact Waterfall customer service.
Waterfall is not responsible for delays in deliveries caused by unforeseen circumstances beyond our reasonable control, such as delays due to bad weather, natural disasters or strikes.
Orders are shipped through a service provided by a carrier and delivered by hand. Each shipment is accompanied by the relevant invoice.
Deliveries are made on working days, between 9:00 am and 7:00 pm, at the address indicated in the order.
Note: Delivery times are indicative and, therefore, are considered valid when there are no physical or structural impediments (for example: incorrect addresses or force majeure setbacks).
In case of non-receipt of the order within the indicated deadlines, an investigation will be made with the services of the carrier, which may take a few days. The customer must contact the Waterfall customer service and during this period no refund can be made, as the loss of the order will have to be checked and confirmed.
We are not responsible for any customs or other expenses not directly attributable.
Continental Portugal
Shipping: €4.95 / Free shipping on purchases over €100* / Delivery 1/2 days.
Kayaks up to 3m: 20€ – Delivery 1/2 days.
Kayaks with +3m: 75€ – Delivery 2/3 days.
Portugal Islands – Madeira / Azores
Shipping €16.95 / Offer on purchases >€500* / Delivery up to 10 days.
Kayaks up to 3m: 30€ – Delivery up to 2/3 days.
Kayaks with +3m: 90€ – Delivery up to 3/4 days.
Mainland Spain
Shipping 9,95€ / Offer on purchases >300€* / Delivery up to 2 days
Kayaks up to 3m: 20€ – Delivery up to 2/3 days
Kayaks with +3m: 90€ – Delivery up to 3/4 days
Spain Balearic Islands
Shipping €24.95 / Offer on purchases > €500* / Delivery up to 10 days
Kayaks up to 3m: 40€ – Delivery up to 10 days
Kayaks with +3m: 90€ – Delivery up to 10 days
Spain Islands – Canary
Shipping €34.95 / Offer on purchases > €500* / Delivery up to 10 days
Kayaks up to 3m: 50€ – Delivery up to 10 days
Kayaks with +3m: 90€ – Delivery up to 10 days
Germany, France, Italy, Monaco
Shipping 19.95€ (up to 5Kg) / Offer on purchases > 500€* / Delivery up to 5 days
Shipping: €24.95 from 5kg to 20kg | €34.95 from 20.1Kg to 99Kg
Kayaks up to 3m: 85€ – Delivery within 10 days
Kayaks with +3m: 150€ – Delivery up to 10 days
Austria, Belgium, Denmark, Slovakia, Slovenia, Netherlands, Luxembourg, Poland, United Kingdom, Czech Republic
Shipping 24.95€ / Offer on purchases > 500€* / Delivery up to 5 days
Shipping: €34.95 from 5kg to 20kg | 44.95€ from 20.1Kg to 99Kg
Estonia, Hungary, Ireland, Latvia, Lithuania, Sweden
Shipping 29.95€ / Offer on purchases > 500€* / Delivery up to 6 days
Shipping: €39.95 from 5kg to 20kg | €49.95 from 20.1Kg to 99Kg
Bulgaria, Scotland, Finland, Romania, Switzerland*
Shipping 19.95€ / Offer on purchases > 500€* / Delivery up to 7 days
Shipping: €39.95 from 5kg to 20kg | €49.95 from 20.1Kg to 99Kg
*Customs fees in Switzerland: Customer responsibility
Greece, Norway
Shipping 19.95€ / Offer on purchases > 700€* / Delivery up to 7 days
Shipping: €39.95 from 5kg to 20kg | €49.95 from 20.1Kg to 99Kg
Bosnia and Herzegovina, Croatia, Iceland, Serbia
Shipping 39.95€ / Offer on purchases > 700€* / Delivery up to 10 days
Shipping: €109.95 from 5kg to 20kg | €199.95 from 20.1Kg to 99Kg
- The customer may exchange or return the product within 48 hours of delivery and must have proof of purchase. After receiving the return, the entire process takes at least 15 days. In case the customer opts for optional design and/or printing personalization services, the order cannot be exchanged or returned;
- The products to be returned must be in perfect condition, complete and properly packed in the original packaging and without signs of effective use. Shipping costs for the return or exchange of items are the sole responsibility of the customer;
- Items to be returned/exchanged must be sent to Waterfall, with a copy of the respective invoice to the following address: Praceta dos Pinheiros n.º69/71 4430-493 Vilar de Andorinho, Portugal.
- The submission must be preceded by an email through the contact for customer support: geral@waterfall.pt
As long as the package is not opened or is in poor condition.
Upon receipt of the items and duly verified, a refund voucher will be issued, valid for 15 days and that you can use in your next purchase.
If you want to file a formal complaint about products purchased ONLINE, an independent Dispute Resolution platform is available.
Pursuant to Regulation (EU) no. 524/2013 of the European Parliament and of the Council, of 21 May 2013, on the resolution of online consumer disputes (RLL Regulation), companies must inform consumers of the existence of the RLL platform, if they are adherents or are required to resort to one or more Alternative Consumer Dispute Resolution entities.
For the resolution of any and all disputes arising from the interpretation or execution of these General Conditions, the court of the place of the customer’s domicile will be competent. However, in the case of an action to be brought by the client, the client may choose between the court of his domicile and the Courts of the domicile of Waterfall.
