TAP Store Shopping Guide & FAQ

HOW TO SHOP ON THE TAP STORE

Shopping on the TAP Store is simple and convenient. Browse through the various product categories (such as Aircraft Models, Travel, Fashion & Accessories) or use the search bar to find the item you are looking for.

Once you find a product of interest, you can add it directly to your cart from the product listing page or click on the product image to view detailed information, including the description, features, and availability.

After adding your desired items to the cart, you may continue shopping or proceed to check out, to complete your order. The checkout process has been designed to be intuitive, secure, and efficient, requiring only the information necessary to ensure delivery to the address provided.

If you already have a TAP Miles&Go Account, you may log in to speed up the purchasing process. Alternatively, you may place your order as a guest without creating an account.

Before proceeding, please carefully review your delivery information. Complete and accurate details — including the recipient’s name, door number, building/block information, floor/apartment number, and full postal code — are essential to ensure prompt and successful delivery. Insufficient or incorrect information may result in delays, additional costs, or the return of the shipment to the sender.

TAP Store shall not be held responsible for delays or delivery failures resulting from incorrect, incomplete, or outdated information provided by the customer.

Finally, select your preferred payment method, confirm your details, and place your order. Once payment has been successfully confirmed, you will receive an email containing your order details.

PRODUCT AVAILABILITY

All products displayed on the TAP Store are subject to stock availability.

Although every effort is made to keep the information on the website up to date, exceptional situations may occur where a product becomes unavailable after an order has been confirmed due to inventory errors, stock shortages, or other circumstances beyond the control of TAP Store.

In such cases, the customer will be informed as soon as possible and may choose either a replacement product, where applicable, or a full refund of the amount paid for the unavailable item.

PAYMENT

PAYMENT METHODS

During the checkout process, you will be asked to select one of the available payment methods to complete your purchase.

The TAP Store currently accepts the following payment methods:

• PayPal
• Visa
• Mastercard
• MB WAY
• Multibanco
• TAP Miles&Go Miles

Important: TAP Vouchers are not accepted as a payment method on the TAP Store.

For all available payment methods, TAP Store only accepts payment made in full using a single payment method. Combining different payment methods within the same order is not possible (for example, TAP Miles&Go Miles and a credit card, or TAP Miles&Go Miles and MB WAY).

For purchases made using TAP Miles&Go Miles, the available balance must be sufficient to cover the total value of the order, including products and shipping costs. It is not possible to supplement the payment using another payment method.

Payment must be completed within the deadline applicable to the selected payment method. Orders with pending or incomplete payments will be considered unconfirmed and may be automatically cancelled.

For payments made through Multibanco Reference, the payment must be completed within a maximum period of 24 hours from the date the order is placed. If payment is not received within this period, the order will be automatically cancelled.

TAP Store reserves the right to cancel or refuse orders whenever payment authorization cannot be obtained, fraudulent use of payment methods is suspected, or irregularities are identified that may compromise transaction security.

SHIPPING METHOD

Products will be shipped to the address provided by the Customer at the time of purchase through the logistics operators contracted by TAP Store, namely CTT or other local transportation service providers.

Unless otherwise stated, orders will be delivered within an estimated timeframe of up to 7 business days within mainland Portugal, calculated from payment confirmation and subject to stock availability.

Deliveries to the Azores, Madeira, and international destinations may be subject to longer transit times depending on the destination, logistics services involved, and customs procedures where applicable.

The delivery times indicated are estimates only and may change due to factors beyond the control of TAP Store, including periods of high demand, promotional campaigns, public holidays, logistical constraints, production delays, supplier stock replenishment delays, customs procedures, or other unforeseen circumstances.

TAP Store shall not be held liable for delays caused by incorrect or incomplete information provided by the Customer, recipient absence at the delivery address, operational constraints of carriers, customs procedures, or force majeure events.

SHIPPING COSTS

Shipping costs vary depending on the destination, weight, and volume of the items purchased. The applicable amount will be displayed during the checkout process before the Customer confirms the order.

Shipping charges are based on the minimum values indicated below and may vary according to the specific characteristics of the order and shipping destination.

* Minimum indicative values, subject to change depending on weight, volume, destination, and logistical conditions applicable to each order.

International Shipping Exclusions

At present, TAP Store does not deliver to Brazil, the United States of America, or Canada.

For destinations outside the European Union, customs duties, import taxes, administrative fees, or other local charges may apply. The payment of such charges is the sole responsibility of the recipient. TAP Store assumes no responsibility for additional costs charged by customs authorities or other competent authorities in the destination country.

Shipping costs are non-refundable once the order has been dispatched, except where required by law or where non-delivery is demonstrably attributable to TAP Store or the carrier.

TAP STORE PRODUCT DELIVERIES

TAP Store delivers to most countries and territories worldwide, with the exception of Brazil, the United States of America, and Canada.

Orders are shipped to the address provided by the customer during the purchase process. It is essential that all delivery information is complete and accurate to ensure successful delivery.

For international orders, the customer is responsible for monitoring the delivery process and complying with any local import requirements. TAP Store shall not be responsible for temporary import restrictions imposed by authorities in the destination country, nor for customs clearance procedures, payment of taxes, customs duties, or any other applicable charges.

We recommend paying close attention to notifications issued by the local carrier or customs authorities, as action may be required by the recipient to ensure delivery within the expected timeframe.

Delivery times may vary depending on the destination, applicable customs procedures, and operational constraints of carriers.

WILL I RECEIVE THE SAME PRODUCT SHOWN IN THE PHOTOGRAPH?

TAP Store strives to present high-quality photographs that accurately represent the products offered for sale, allowing customers to view their features in detail.

However, slight differences in colour, size, or finish may occur due to the display settings of the device used (monitor, smartphone, or tablet), manufacturing processes, or updates made by the manufacturer.

In the event of any discrepancy between the images displayed and the information provided in the product description, the specifications, features, and information contained in the product page shall prevail.

TAP Store also reserves the right to correct, update, or modify product photographs, descriptions, and specifications whenever necessary, without prejudice to consumers’ statutory rights.

CAN I CANCEL AN ORDER?

Yes. Cancellation requests may be submitted through our Contact Form.

Orders may only be cancelled if the shipping process has not yet started. If the order has already entered the shipping preparation process and the customer receives the order, it must instead be returned.

For a return to be accepted, the products must be returned in perfect condition, unused, complete, and in their original packaging.

Unless otherwise stated, return shipping costs shall be borne by the customer.

WHAT HAPPENS IF AN ITEM IN MY ORDER ARRIVES DAMAGED OR DEFECTIVE?

If you receive a damaged or defective item, please contact TAP Store as soon as possible via our Contact Form.

You should provide photographs showing the damage or defect identified, including images of the shipping box or parcel, and indicate the order number so that the matter can be reviewed and resolved promptly.

Important: We recommend carefully inspecting the condition of both the packaging and the products upon delivery. If visible damage is detected on the outer packaging (box, envelope, or shipping parcel), it should be documented and reported to the carrier at the time of delivery. Whenever the damage appears likely to affect the contents, we recommend refusing the delivery and contacting TAP Store immediately through the Contact Form available on our website.

Following assessment and validation of the claim, if it is confirmed that the product contains a manufacturing defect or that the damage occurred during transport, TAP Store undertakes to resolve the matter by replacing the product or refunding the amount paid, depending on the most appropriate solution in the specific circumstances.

WHAT SHOULD I DO IF I RECEIVE A DIFFERENT PRODUCT FROM THE ONE I ORDERED?

If you receive an item different from the one ordered, please contact TAP Store through our Contact Form as soon as you become aware of the issue.

To facilitate a faster review, we recommend providing the order number together with photographs of the item received and its label.

Once all information has been received, a verification will be carried out with the warehouse and order preparation records to confirm the situation and determine the source of the error. If the discrepancy is confirmed, TAP Store will arrange collection of the incorrectly shipped item and subsequently dispatch the correct product as soon as possible.

The item must be returned in perfect condition, unused, and whenever possible in its original packaging and with all accessories originally supplied.

Important: Where it is confirmed that TAP Store shipped the wrong item, all costs related to collection, return, and reshipment will be fully covered by TAP Store.

RETURNS PROCESS

RETURN PERIOD

Without prejudice to the statutory right of withdrawal, TAP Store allows products to be returned within 15 days from the date of delivery, subject to the conditions set out in this policy.

RETURN METHODS AND POLICY

Return requests must be submitted by completing the Contact Form available at:

https://store.flytap.com/contactos/

Upon receipt and validation of the request, TAP Store will provide the Customer with the instructions necessary to return the item(s), including the return address and any other relevant information required for the correct processing of the return. Items should only be shipped after these instructions have been provided.

Products purchased from TAP Store will only be accepted for return if they are in the same condition in which they were delivered, unused, complete, and accompanied by all items received, including original packaging, labels, manuals, warranty certificates, presentation boxes (where applicable), and any accessories supplied with the product.

After receiving and inspecting the returned items, TAP Store will confirm receipt and assess the return, reserving the right to refuse returns that do not comply with the conditions above.

Where a return is accepted, the refund will be processed through a method deemed appropriate by TAP Store, taking into account the payment method originally used and the applicable administrative procedures.

For orders paid via PayPal, Credit Card (Visa or Mastercard), Multibanco, or MB WAY, the Customer may be requested to provide an IBAN for bank transfer purposes.

For orders paid with TAP Miles&Go Miles, the miles used to purchase the returned products will be credited back to the TAP Miles&Go Account associated with the purchase.

Refunded miles will retain their original expiry date. No revalidation, extension, or renewal of the miles’ validity period will be granted as a result of returning products.

Except in cases involving defective products, TAP Store error, or situations provided for by law, return shipping costs shall be borne by the Customer.

Returns sent cash on delivery (COD) will not be accepted. Likewise, returns that do not clearly identify the sender and corresponding order number may be refused and returned to the shipper.

Refunds will only be processed after the returned products have been received and validated. Where products have diminished in value due to handling beyond what is necessary to establish their nature, characteristics, and functionality, TAP Store reserves the right to deduct the corresponding amount from the refund.

Shipping costs charged are non-refundable, except where required by law or where non-delivery is demonstrably attributable to TAP Store or the carrier.

RETURNED-TO-SENDER ORDERS

If an order cannot be delivered due to the recipient’s absence at the delivery address, incorrect or incomplete delivery information, refusal of delivery, or failure to collect the order from the designated collection point within the timeframe established by the carrier, the order will be returned to TAP Store.

Once the returned order has been received by TAP Store, the Customer may request that it be shipped again, subject to prior payment of the applicable shipping costs using the payment methods specified by TAP Store.

The Customer has a maximum period of 60 days from the date on which the order is returned to TAP Store to request reshipment. If no request or payment for the new shipping costs is received within this period, the order shall be considered abandoned, and TAP Store reserves the right to dispose of it as deemed appropriate, without any entitlement to a refund or compensation.

TAP Store shall not be held responsible for delays or returns resulting from incorrect or incomplete delivery information provided by the Customer.

The original shipping costs paid will not be refunded where an order is returned to TAP Store for reasons not attributable to TAP Store, including recipient absence, incorrect or incomplete address details, refusal of delivery, or failure to collect the order within the carrier’s specified timeframe.

PRODUCT EXCHANGES

TAP Store allows product exchanges within 15 days from the date of delivery, upon request submitted through the Contact Form available at:

https://store.flytap.com/contactos/

Upon receipt and validation of the request, TAP Store will provide the Customer with the necessary instructions to proceed with the exchange, including the return address and any other relevant information required for the proper processing of the exchange. Products should only be returned after these instructions have been received.

Except in cases of defective products or errors attributable to TAP Store, both the cost of returning the original item and the shipping cost of the replacement item shall be borne by the Customer.

Products may be exchanged for a different size of the same item or for a different product, provided that the item being exchanged is returned in its original condition, unused, and accompanied by all labels, packaging, and accessories supplied with it.

Exchanges may only be made for products of an equal or higher value than the original item purchased. If the new product has a higher value, the Customer will be required to pay the corresponding price difference.

All exchanges are subject to stock availability at the time the returned item is received and validated by TAP Store.

If the requested replacement product has been discontinued, is out of stock, or is otherwise unavailable with no expected restocking date, and it is not possible to agree on an alternative solution with the Customer, TAP Store will refund the amount paid for the returned product using a method deemed appropriate and in accordance with the applicable refund conditions.

Items showing signs of use, customer-inflicted damage, missing original packaging, or missing components originally supplied with the product will not be accepted for exchange.

HOW CAN I CONTACT TAP STORE?

The TAP Store Customer Support Team is available to assist with questions, provide information about products, orders, payments, deliveries, returns, and any other matters relating to the online store.

You may contact us through the following channels:

Contact Form

Via the contact form available here:

https://store.flytap.com/contactos/

Email

[email protected]

Telephone

(+351) 211 234 400

Please note: The number above is for TAP Air Portugal’s Customer Service. For enquiries regarding orders, returns or products from the TAP Store, we recommend that you contact us using the form available at https://store.flytap.com/contactos/.

Important: To ensure a faster and more efficient response, we recommend including your order number (where applicable), as well as a detailed description of your query or issue. For enquiries relating to an order, additional information may be requested for validation and customer data security purposes.

Requests will be handled as quickly as possible during the Customer Support Team’s operating hours.