Thank you for following us day after day. Below are some of the most frequently asked questions that have arisen and that may help you.
1. Do you have an online shop?
Yes, this website (www.ativokids.com) is Ativo's official online shop.
For corporate clients who want to resell Ativo in their own shops, we also have an online platform: https://pro.ativokids.com/pt/.
2. Where can I buy Ativo clothes?
Ativo is our own brand. You can buy our clothes through our own online shop, through our physical shops or in a partner shop.
3. How can I track the status of my order?
After placing a new order, you can track the status or cancel your order in your personal area. To be able to follow up in real time, you will also receive communications about the status of your order in the e-mail address you used to place your order.
4. How much do orders cost to ship?
In-store deliveries are always free, subject to availability.
Home deliveries are free for orders over €50 to mainland Portugal. For orders of less than 50€, postage to mainland Portugal is 3.95€.
You can find all the information on shipping costs on the "Shipping and Returns" page.
5. How can I request a gift receipt?
When finalising your order, in the "Details" section, check the "It's for a gift! I would like to receive a gift receipt". Together with your order you will receive a physical receipt which will be valid for exchanging the item(s) in physical Ativo shops (except Franchises and Outlets) or for returning via the online system.
6. How can I return my order?
To return your order, simply go to the "Orders" section in your personal area and select the order you placed. Within the order details click on "Return" 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 the return request by filling in the returns form on the "Shipping and Returns" page.
7. How long does it take to receive a refund?
Refunds are processed within 14 working days of receipt of the items at the Ativo logistics centre.
8. Where can I access my invoice?
As well as receiving the invoice for your order with your parcel, you can also consult the digital invoice in your personal area by selecting the relevant parcel.
9. Can my children be part of the catalogue?
Yes, we hold seasonal castings for catalogue productions, as well as other smaller productions. You should keep an eye on our website and social networks, where all these opportunities will be publicised in due course.
10. Can I receive regular information in my e-mail with the latest news, discounts and offers from Ativo?
Yes, just subscribe to our newsletter and you'll have access to the latest trends, fashion items and information on the latest Ativo news.
To gain access to exclusive advantages and discounts, you can join the loyalty programme - Ficha de Cliente Ativo - by filling in the form on the "Ficha de Cliente" page.
11. Can I unsubscribe from the newsletter?
You can simply unsubscribe using the option in the footer of the e-mail.
12. I need your help, how can I contact you?
You can contact our support department at the following e-mail address: apoio@ativokids.com
13. I want to complain about something. How can I do this?
You can contact Ativo directly at the following addresses:
- email: apoio@ativokids.com
- mobile phone: +351 223 175 620
Or, if you prefer, you can write in the Online Complaints booklet at: www.livroreclamacoes.pt