Do you need help?

Here you will find everything you need to know.

  • How can I buy at GO-farma?

    Ordering on our website is very easy and fast! Just follow these steps:

    1. Select the product and quantity you want and add it to your shopping cart;

    2. Confirm and proceed to checkout;

    3. Fill in a standard form with a billing and/or shipping address; choose the shipping method and payment method, then complete the order.

  • How do shipping costs work?

    Currently, the online store ships to Portugal, Spain (excluding Ceuta, Melilla, and temporarily the Canary Islands), France (excluding Overseas Territories), and Italy.

    As each order is unique, shipping costs vary depending on the number and weight of the ordered product(s).

    The best way to get information about delivery pricing is to add the product(s) you want to the shopping cart and proceed to checkout, where the shipping cost will be calculated.

    Free Shipping:

    • Mainland Portugal: orders over €39.90;
    • Mainland Spain: orders over €49.90;
    • Azores, Madeira and Balearic Islands: orders over €119.90;
    • France, Monaco, Italy, the Netherlands, Belgium, Luxembourg, Germany and Poland: orders over €119.90.

  • How long does delivery take?

    Shipping to Mainland Portugal and Mainland Spain: Up to 3 business days.

    Shipping to the Azores and Madeira: 5 to 7 business days (shipments to the islands of Corvo and Flores may take up to 10 additional business days).

    Shipping to the Balearic Islands: 2 to 4 business days.

    Shipping to the Canary Islands: 2 to 6 business days.

    Shipping to France and Italy: 4 to 6 business days.

    ATTENTION: The delivery times mentioned above are estimates and may be subject to change during peak periods (Black Friday, Cyber Monday, Christmas), especially during holidays, Christmas, and other busy periods. They may also be affected by customs clearance delays, carrier delays, or physical or structural issues (incorrect addresses, force majeure events such as strikes, connection issues, bad weather, etc.).

  • How can I use a discount code?

    Discount codes must be applied at checkout.

    After adding the product to your cart, you can access it to view the details of the product you want to order, such as its name, price, and the quantity you've selected. Here, you can adjust the quantity or remove items from your cart as needed.

    In the bottom left corner, there is a "Promotional Code" box where you can apply a discount code. Don't forget to click the "Apply" button before proceeding to checkout.

    IMPORTANT: Discount coupons are applied to the general catalog, except for certain brands or products. This information will be provided along with the coupon.

    Coupons are not valid during anniversary, Black Friday, and Christmas campaigns unless otherwise stated.

    There are also specific coupons for certain products or selected brands.

  • How can I be sure you received my order?

    After placing an order on our website, you will receive a confirmation email with all the details of your purchase. If you did not receive this email, please check your SPAM folder, as your email server may have redirected it there.
    Once your order is confirmed after payment and handed over to the contracted carrier, you will receive another confirmation email containing shipping details, such as the tracking code, expected delivery date, link to the tracking page, and other additional information.
    It is possible that, at the time the shipping confirmation email is sent to the customer, you may not be able to track the order online immediately. It may take some time for the tracking status to appear on the "Track Your Order" page.

  • How do I cancel an order?

    You can cancel your order through our customer support by sending an email to info@go-farma.com.

    However, for the cancellation to be free of charge, it must be made before your order is shipped. You should do this as soon as possible to ensure the cancellation is possible.

    Orders with unsuccessful payments will be cancelled after 24 hours.

  • How can I track my order?

    After your order has been shipped, you will receive a shipping confirmation email containing shipping details, such as the tracking number, expected delivery date, link to the tracking page, and any other additional information.
    All of these details can also be found on the "Track My Order" page.

  • My order was not delivered. What now?

    If, for any reason, the contracted carrier is unable to deliver the order due to factors beyond GO-FARMA's control and/or the delivery service (for example: incorrect or incomplete address, recipient not available at the time of delivery, etc.), your order will be returned to our warehouse. Once it is received, we will contact you to propose a new shipment or a refund of the amount paid, deducting the shipping costs. Please note that once your purchase arrives at our facility, it will be checked to determine if any products were altered or damaged during transport.
    In the case of non-delivery due to loss or misplacement of the order, GO-FARMA will take responsibility for the refund of the amount paid after filing a claim with the contracted carrier and receiving confirmation of the loss or misplacement of the order.

  • How can I return an item I purchased from the online store?

    Exchange and return requests must be made within 14 days of delivery.

    To request a return, you should:

    1. Log in to your account.
    2. Go to the “My Orders” section.
    3. Select the respective order.
    4. Click on "Return" and follow the indicated steps.

    Any return of items must meet the following conditions:

    Return of products in their original condition, meaning the packaging must be in good condition and unopened.

    If this condition is not met, no exchange or return will be accepted.

    If everything is in order, your refund will be processed in the following days through the payment method used.

  • Do I have any costs when returning my item?

    Shipping costs to our address are entirely the responsibility of the customer, except in special cases such as products damaged during shipping/technical issues/warranties.

    For home collections, it is not possible to specify a fixed time.

    Therefore, these collections require the customer to be available at the indicated address between 09:00 and 19:00.

    Shipping Address: Av. Dom João II, 398, 4715-275 Braga, Portugal (GO-farma)

  • When and how will I receive my refund?

    If you wish to be refunded, shipping costs will be deducted, unless the reason for the return is entirely the responsibility of GO-FARMA.

    The refund will be processed after the returned items are received and assessed by the Quality Department, using the same payment method used at the time of purchase.

    Refunds for PayPal payments will be made exclusively in the form of a voucher.

    If you have any questions, please do not hesitate to contact our Customer Support.

  • How can I join the GO-baby club?

    To join the club, simply visit our website and fill out the form on the GO-baby page.
    We will contact you if the information is not in compliance.
    The response may take up to 15 business days.

    Creating a customer account is mandatory, and if it is not created within 5 business days after our email requesting account creation, the subscription request will be cancelled.

  • Who can be part of the GO-baby club?

    All parents or pregnant women with babies up to 3 years old can join the club.

  • What are the advantages of being part of the club?

    All parents receive a 10%* discount on all purchases in the baby category and newsletters with content specifically for babies and parents.

    *excluding bi-weekly campaigns, birthday, Christmas, and Black Friday
    *excluding stage 1 baby formula, diapers, specific products, and medical devices