FAQs

• Click the account icon (person) in the top-right corner of the site.
• Click "Other sign-in options".
• Choose one of the available authentication options: email, Google account, or Shop account.
• Follow the on-screen instructions to complete sign-in.

Having an account at the Flama Online Store allows you to check the status and history of your orders at any time, manage and save delivery addresses for faster future purchases, and access your account easily and securely, without the need for a password.

To access your Customer Area on the Flama Online Store, go to www.flama-home.com and click the account icon (person) in the top-right corner.

Choose how you want to sign in: with your Google account, Shop account, or email address (you will receive a temporary access code). After authentication, you will be automatically redirected to your Customer Area.

In your Customer Area on the Flama Online Store, you can view your order history and status, saved delivery addresses, the details associated with your account, and your marketing email preferences.

Yes. In your Customer Area, you can edit your name, surname, email address, addresses, and contact details directly. To do so, log in to your account at www.flama-home.com, click the account icon in the top-right corner, sign in, and edit your personal details in the profile section.

At the Flama Online Store, there is no password to manage or change.

Access to your Customer Area is secured without a password: using your Google account, Shop account, or a temporary access code sent directly to your email.

This way, you don't need to remember or update any password.

Check your spam or junk email folder. If the problem persists, try signing in with your Google or Shop account, or contact our customer support through the following channels:

• Contact form
• Email: info@flama.pt

Yes, you can use any of the available methods (Google, Shop, or email), as long as the associated email address is the same.

To delete your account, contact our customer support through customer support Flama. We will process your request in accordance with data protection legislation (GDPR).

Yes, you can complete a purchase as a guest without creating an account. However, you will not have access to your order history or the other features of the Customer Area.

To place an order in the Flama Online Store, navigate to the product you want to buy, select the desired options (model, color, or any other available feature), and click "Add to cart". When you are ready to complete your purchase, go to the cart and click "Checkout". Enter your delivery details, choose your payment method, and confirm your order. You will receive a confirmation email with your purchase details.

Yes. After signing in to your Customer Area at www.flama-home.com, you will have access to your complete order history, including the current status of each order, details of the products purchased, and purchase dates.

Orders placed as a guest are not recorded in the Customer Area.

Yes. You can track the status of your orders in two ways: through your Customer Area at www.flama-home.com, where you will find the updated status of each order, or through the confirmation email you receive after purchase, which includes tracking information as soon as the order has been dispatched.

On the Flama Online Store, an order can have the following statuses:

• Pending - the order has been received, but the payment is still being processed.
• Processing - the payment has been confirmed, and the order is being prepared for shipment.
• Shipped - the order has left the warehouse and is on its way. You will receive an email with tracking information.
• Delivered - the order was delivered to the specified address.
• Cancelled - the order was cancelled at the customer's request or because the product was unavailable.

If you are having difficulty completing your order, we suggest checking the following points: confirm that the delivery details have been entered correctly, check that the payment method entered is valid, and make sure you are using an up-to-date browser.

If the problem persists, contact our customer support and we will be happy to help.

Yes. You have the right to cancel your order within 14 days of receiving the product, without having to give any reason. To exercise this right, you can use the cancellation or return button in your Customer Area, or contact us by email or form.

Once the product has been returned in proper condition, Flama will issue a refund using the same payment method used for the purchase, within the legally prescribed time limits.

Yes. After completing your purchase, you will receive a confirmation email with the order summary, total amount, and the delivery details provided.

Changes to the delivery address are only possible if the order has not yet been shipped.

Contact our customer support as soon as possible by email: info@flama.pt

Yes, during the checkout process you can specify a delivery address different from the billing address.

The available payment methods are:

• Multibanco;
• Credit or debit card;
• MB WAY;
• PayPal;
• Klarna.

If you do not pay for the order after completing it, the order will be automatically cancelled. The time you have to make the payment before the order is cancelled varies according to the chosen method:

• PayPal: 24H
• Visa/Mastercard: 12H
• Multibanco: 5 days
• MB Way: 24H

No. After the order has been completed, it is not possible to change its payment method. If you wish to do so, you must place a new order to replace the previous one. The first order will be automatically canceled due to non-payment.

Any additional charge associated with a specific payment method shall only be payable if it has been clearly and expressly communicated in advance and accepted by the customer.

If you are having difficulty making the payment, we suggest checking that your card or payment method details have been entered correctly and ensuring that you are using an up-to-date browser.

If the problem persists, try an alternative payment method or contact our customer support so that we can help you complete your purchase.

Flama Online Shop offers the following delivery methods: 

Shipping to mainland Portugal: 

• DHL home delivery
• DPD home delivery
• DPD PickUp Point

Shipping to the Azores and Madeira islands:

• CTT home delivery

Shipping costs are calculated based on the products’ volumetric weight and will be presented transparently before you confirm your order during the checkout process. The final shipping cost is always visible before you complete your purchase.

After the order is confirmed, it is not possible to change the shipping method. If you need help, contact our customer support as soon as possible, before dispatch, and we will do our best to find a solution.

Delivery times are estimated based on the date the order's payment is confirmed and the order is invoiced. Once the order has been invoiced, the Consumer will receive an email confirming its dispatch.

 In mainland Portugal, available items will be dispatched within 2 to 4 days. The maximum delivery time after dispatch confirmation is 48 hours.

For the islands, available items will be dispatched within 2 to 4 days. The maximum delivery time after dispatch confirmation is 5 to 7 days. 

Yes. Once your order has been shipped, you will receive a confirmation email with tracking information. You can also track the delivery status directly in your Customer Area at www.flama-home.com.

Changes to the delivery address are only possible if the order has not yet been shipped. To request a change, contact our customer support as soon as possible after placing your order. Once shipped, the order cannot be redirected.

If you were not present at the time of delivery, the carrier will normally attempt a new delivery or leave a notice with instructions for rescheduling or collection at a pickup point. Check the shipping email for the carrier's contact details or tracking link, where you can manage your delivery. If you have any difficulty, contact our customer support and we will help you resolve the issue.

The refund is issued through the same payment method used for the original purchase, at no cost to the customer. In the case of withdrawal, the refund is processed within a maximum of 14 days from the date Flama is informed of the decision, but may be withheld until the returned item is received or proof of shipment is provided.

Yes. Flama accepts returns within 30 days of receiving the item, with no return costs for the customer. To request a return, contact Flama by email info@flama.pt or use the form available in your Customer Area.

After receiving the request, Flama will send the instructions for the return process. Please note that returns without a prior request are not accepted.

For the return to be accepted, the item must be returned in good condition, with all components, accessories, and manuals, together with proof of purchase.

For the return to be accepted, the item must meet the following conditions:

• Be in good condition,
• Show no signs of use beyond what is necessary to verify its functionality;
• Include all components, accessories, and manuals;
• Be accompanied by proof of purchase (receipt, invoice, or equivalent).
• The original packaging is recommended, but its absence does not automatically result in the loss of the right to return.

If you have any questions, contact us by email: info@flama.pt before starting the process.

If you received a defective or non-conforming item, contact Flama as soon as possible, indicating the order number and a description of the problem through the contact form or by email at info@flama.pt.

We recommend consulting the Instruction Manual before contacting support. If the defect appears within the first 30 days after delivery, you may request the immediate replacement of the item or termination of the contract.

All associated costs (transport, repair, replacement) are covered by Flama when the situation results from a lack of conformity within the warranty period.