Envios e Devoluções

You have 30 days from the date of dispatch to exchange any item.

Exchanges will only be accepted for items that have not been used/altered/washed in any way and are in perfect condition, i.e. with original labels, proof of purchase and original packaging. If you do not fulfil these requirements, the exchange will not be accepted.

You can now exchange items from your online orders at any official Ativo physical shop, except Benfica and Porto Outlet (Outlet shops) as well as Viseu and Santa Maria da Feira (Franchising).

Online exchanges are not accepted, only returns.

You have 30 days from the date of dispatch of the order to return any item purchased at www.ativokids.com, and you will be reimbursed for the amount paid for the items (not including postage costs) within 30 days.

Returns will only be accepted for items that have not been used/altered/washed in any way and are in perfect condition, i.e. with original labels, proof of purchase and original packaging. If you do not fulfil these requirements, the return will not be accepted.

To return your order, simply go to the "Orders" section in your personal area and select the order you placed. Click on "Return" in the order details and select the items you wish to return.

The return request will be processed and you will be contacted by Ativo's support team who will provide you with the information you need to send the items.

In the "Returns" section you can see the history and status of your returns.

If you made a purchase without registering and do not have access to your personal area, you must make a return request by filling in the Return Form below.

If the item fulfils all the requirements established by the Quality Control Department, Ativo will refund the value of the item(s) returned.

Returns are made by bank transfer to the IBAN indicated by the customer via e-mail. 

If the return is not valid, the customer will be notified by email and can contact Customer Support to find out the details of the situation.