General questions:
01. STORE: Do you have a physical store?
Yes! Our store is located in Olivais, Lisbon. Address: Mercado da Encarnação Norte (Praça do Norte, 10) Shop 22, second floor, 1800-281.
Opening hours:
02. DELIVERY: How are the products delivered?
1. Postal Service (CTT): standard shipping
You choose the shipping option for your country through the website, and we ship via CTT (postal service) to the address you provided. Here we will provide some shipping prices to give you an estimate, but ideally you should simulate the cost (by adding the desired products to your shopping cart and proceeding to checkout) to see the delivery cost.
Please note: this is only an estimate of the delivery time, taking into account all shipments we have already made, therefore it is not a confirmation of when you will receive your order. If you wish to send it to a hotel, please ensure they will receive your order and ask if any extra information is needed, such as your reservation number, to include in the shipping details.
It is also the customer's responsibility to track their delivery using the tracking code that we send after posting with the postal service. In the case of Brazil, tracking must be done in 2 stages: 1. From departure from Portugal to arrival in Brazil: through the CTT website, the Portuguese postal service; 2. From arrival in Brazil until internal distribution: through the Brazilian postal service website. Note: the tracking code is the same, only the website you need to access to track it changes.
2. Urgent delivery with a third-party driver (Lisbon only)
If you wish to receive your order on a specific date/time, or on the same day as the purchase, or if your hotel does not accept delivery by mail, the best option is to contact us at (+351) 911 861 741 so we can arrange delivery by a third-party driver. This delivery has a standard cost of 15 euros but can only be selected after prior arrangement with us, as it is only available on certain dates, times and locations.
3. Pick up in person at our store.
If you wish to pay in cash, or want to pick up a purchase that has already been paid for, you can come to our store in Lisbon in person! If you made your purchase online and wish to pick up the products in store, you need to notify us at least 24 hours in advance so that we can arrange your order. To schedule, contact us via WhatsApp (+351) 911 861 741 or email beachtennislx@gmail.com. In item 1 of this FAQ you will find information about the store's address and opening hours.
03. PAYMENT: What are the accepted payment methods?
1. Directly through the website
You can pay with credit or debit card, Mbway, and Multibanco Reference directly through the website. Card payments cannot be split into installments (even if you pay with a credit card, it will be in one payment).
2. Partially through the website
You can pay by national bank transfer (Portuguese bank) or international bank transfer, or PIX. In this case, you need to make the purchase through the website, choosing this option, so that your order is partially confirmed. You will receive an email confirming your order, containing your order number and our details to make the transfer, or instructions to contact us to pay via PIX. You must make the payment (in the case of international transfers, we suggest using well-known apps, such as Wise, for example) and send us, via WhatsApp at (+351) 911 861 741 or by email to beachtennislx@gmail.com , the proof of payment and your order number from the website.
3. In cash
If you wish to pay in cash, simply come and make your purchase in person at our store!
04. INVOICE (TAX RECEIPT) AND TAX FREE: Do you issue invoices? Can I request tax-free shipping?
Yes, we issue invoices (Nota Fiscal) for all our sales.
Yes, we issue tax-free tickets through the company Travel Tax Free.
TAX FREE is a benefit that refunds part of the tax paid by the customer at the time of purchase when they are not a resident of the European Union and are returning to their country, taking their purchases with them on the flight. TAX FREE is associated with the invoice, and to request it, you only need to provide the following information at the time of purchase: Full name, Passport number, Country of issue, and date of birth. We will issue the TAX FREE voucher and send it to you, along with instructions on how to request the refund, which must be done at the airport. The amount to be refunded to the customer is approximately 12% of the purchase value and is processed by the Travel TAX FREE company. Therefore, BTLX has no involvement with the amount to be refunded to the customer. The amount is refunded directly at the airport, in cash (subject to a fee charged at the time) or via the Traveller Wallet app as a refund to the card (in this case, there is no fee).
Rules: The customer cannot be a resident of any country in the European Union; the purchase must exceed €65; the customer must validate their payment slip within 3 months of the purchase; the customer must bring their products with them, as they may be asked to show them in order to receive the refund.
05. CUSTOMS (SHIPPING): I bought my products and had them delivered to my address. Will they be taxed at customs?
If you purchased with delivery to countries within the Schengen Area of the European Union, then no.
If you purchased an item with delivery to another country, your merchandise will go through customs in the destination country and will be subject to import taxes.
It is the customer's responsibility to pay all applicable taxes, according to the law of their country, if the order is taxed. The postal handling fee is also the customer's responsibility and must be paid for the product to clear customs and arrive at its destination. For any questions, please contact us via WhatsApp at (+351) 911 861 741.
06. CUSTOMS (AIRPORT): I bought my products and I'm taking them with me in my luggage on a plane trip. Will they be taxed?
If you are traveling to a country within the Schengen Area of the European Union, then no.
If you are traveling to another country, you need to check the official websites of that country to verify the legal limit for purchases abroad (in Brazil, for example, the limit is US$1,000.00, similar to €900 depending on the exchange rate of the day, and the items purchased must be for personal use, not for resale). If you exceed the permitted limit, you may be taxed.
7. EXCHANGE: Can I exchange or return a product?
If a manufacturing defect is proven, we can exchange products within 30 days of receiving the order. If this occurs, please contact us, sending photos and videos of the product so we can forward them to the supplier for analysis and verification of a manufacturing defect. Contact us via WhatsApp (+351) 911 861 741 or email beachtennislx@gmail.com. Exchanges resulting from equipment use (collision during play, exposure to rain and sun, etc.) are not possible. In some cases, the supplier may suggest another solution, such as a partial refund or a discount on a second product. For more details, see our exchange policy at the bottom of the page.
Regarding clothing, hats, shoes, and other accessories: we do not offer exchanges. We recommend that you only purchase if you are confident in the indicated size, or have the opportunity to try them on in person, as sizes may differ from what you expect.
8. RESERVATION: Can I reserve a product?
We do not work with product reservations. Therefore, if you want a product but can only come to Lisbon sometime in the future, there are 2 options:
9. CONTACT: How can I get in touch with you?
You can contact us through the following means:
10. PRODUCT AVAILABILITY: Are all products available for immediate delivery?
Yes! All products listed as available on our website are in stock and ready for immediate shipment from our store in Lisbon. Products listed as "Out of Stock" on our website are not available.
In our physical store, we have the same variety of products as in our online store. Therefore, if you come to our store in person, you will find the same products as on the website.
Questions about products:
10. RACKETS (MATERIAL): What is the difference between beginner, intermediate, professional, and children's rackets?
Note: Each person has a unique playing style and feels the materials differently. The information described here is purely theoretical, to assist in your choice. Our suggestion is that you buy rackets that you already know and have possibly already tried. Rackets are not exactly classified as "beginner," "intermediate," and "advanced" by suppliers. We make this distinction to facilitate the organization of our products, considering the characteristics that the vast majority of players look for in rackets, according to their playing time and their goals in beach tennis. To find out the material of each racket, you should look for it in our store and read its specifications.
11. RACKETS (HOLES): What is the ideal hole pattern?
Tennis rackets can have numerous drilling options, the most common being: side drilling (1 or 2 rows) and drilling concentrated on the head (upper part of the racket). The more holes a racket has, the less air resistance there is, meaning the racket will be lighter and faster, but it won't have as rigid a surface, potentially reducing the power of your attack. Rackets with more holes can be advantageous if you usually play in windy places, such as on the beach, as they will give you greater control of your racket and reduce wind interference. There is no ideal drilling pattern; it all depends on your playing style and what you feel most comfortable with. If you wish, you can have new holes drilled in your racket (always by a specialized company).
12. RACQUETS (WEIGHTS): What is the weight of my racket?
When you search for rackets on our website, you'll see that each one has its specifications, one of which is the approximate weight. This weight is provided by the suppliers and is an estimate (the racket may weigh within the stated range or be slightly lighter or heavier). When we receive the rackets from the suppliers, we weigh them one by one. Therefore, if you want to choose the exact weight of your racket, contact us and ask about the weights we have available for the model you want. A lighter racket offers the benefit of less arm fatigue, especially for those who play for long periods. A heavier racket offers the benefit of allowing a more powerful attack, requiring less force than is needed with a lighter racket. This choice is personal; you should choose based on your playing style.
13. RACQUETS (TREATMENT): What is treatment? Does my racket come treated?
The treatment is a texture applied to the core and head of the racket, using glass microspheres and other materials, covered with a varnish, with the aim of creating a rougher surface more conducive to slice-style shots, where the ball "scrapes" the racket to gain spin. Some rackets come pre-treated from the factory; in these cases, this information can be found in the individual description of each racket. Therefore, if nothing is written, it means the racket is untreated. If you have any questions, please feel free to contact us for clarification.
Glipper: We have a partnership with the Italian company Glipper, which performs racket treatments. We have some rackets already treated by them available (this information is present in the racket's title and description). If you are interested in having a racket treated at Glipper, with shipping to and from Lisbon (it can be either a new racket you buy from us or your used one), request a quote. The timeframe for this service is approximately 1 month and the price includes: treatment + shipping costs (the more rackets sent together, the lower the shipping cost per unit).
14. OTHER PRODUCTS: Do you have other products that are not listed on this website?
No, all the products we have are on this website, and the products that are available are in stock and ready for immediate delivery. If you are interested in any out-of-stock product or another product (whether from brands we already work with or from another brand), please contact us via WhatsApp (+351) 911 861 741, we can try to get it for you!
