FAQS
General questions
a) You
may contact us by phone or e-mail at:
+351 226 054 081
b) If
you are an international account, please contact us at:
+351 917 773 971
c) You may contact us by filling in the form from
the link below:
Depending on the size of the project, you can choose either a tailor-made service or articles from the catalogue.
TROTINETE has a vast portfolio of solutions/articles that can be easily customized without the need of an exclusive tailor-made project.
The design and the personalization will always be the foundation of the project.
The cost and delivery period vary with the development needs.
Our business process includes the following main
steps:
a) Project Meeting
In this meeting with our Sales Manager, the client's goals
and needs are identified.
Depending on
the dimension of the project, you can count on the participation of an element
from the design department.
The objective is to obtain an increased perception of
the context, corporate identity, requirements for the functionality of the
pieces, colors, patterns, etc... this will be important for the development of
the project.
b) Preparation
of the creative proposal
After the previous step, a creative proposal
will be developed by the design department, which will be presented to the
client and may be subject to adjustments until their complete satisfaction.
c) Presentation
of a quotation
Once the creative proposal is closed, the
budget is prepared and sent to the client for award.
d) Sample
production
Samples of the articles will be produce in
order to guarantee their conformity and that they materialize the creative idea
that gave rise to them.
e) Sample
approval and
After approval of the
samples, the project is considered completed, and the customer must place the
respective order to start production.
We works in a vertical integration process. It has design, purchasing departments, as well as production units for cutting and confection, with the capacity to produce samples and small series.
Larger orders are prepared indoors and sent to their manufacturing partners for production. Some of our partners have been with us since the creation of the company almost 30 years ago.
Depending on the complexity and number of models, and with samples included for approval, we work with the following average timelines:
Simple projects: 2 to 4 weeks
More complete projects: 6 to 8 weeks
Normally the production period is up to 30 calendar
days after receiving the order, with the exception of the production of
"special sizes" (non-standard sizes), which require modeling and
whose term is up to 45 days.
The minimum quantities approved by the management are
50 units per model (which may however comprise different sizes).
Lower quantities
may be accepted, although with a higher price.
Our entire logistical
process is managed in-house, order preparation and dispatch and stock
management.
We have partnerships established
with transport operators, at very competitive costs, which guarantee
distribution to all regions of mainland and insular Portugal, as well as to all
European countries.
The company offers its clients a personal online platform “Online School Store”, a tool developed for its B2B business customers, which allows:
• Personalized Profiles;
• Register Employees;
• Register and save the employee’s sizes;
• Stock availability;
• Placing and managing orders;
Orders
The shipping cost is applied depending on the amount ordered and/or location.
The details are handled during the meetings.
Exchanges
In exchanges, the shipping cost is shared. This is, the return is on the customer's account and the re-shipment if on Trot, Lda’s account.
Returns
If the return is due to a defect or any other reason attributable to TROTINETE, the costs will be charged to us. Otherwise, it will be the customer's account.
1. Como posso registar-me?
1. Aceda à opção “Registo de novo cliente” na plataforma.
2. Preencha os campos obrigatórios, incluindo:
- Nome e código da instituição de ensino;
- Código atribuído ao seu colégio;
- Número do aluno.
3. Após preencher todos os dados, selecione “Submeter”.
👉 Siga o manual de instruções com o passo a passo do registo.
Se continuar com dúvidas, contacte-nos através de apoio.cliente@trotinete.pt ou por telefone 917184352.
2. Como posso acompanhar o estado da minha encomenda?
Na sua conta, em “Encomendas em Curso ou Concluídas”, pode consultar o estado da encomenda e a percentagem da execução.
3. Recebi apenas parte da minha encomenda. Porquê?
Efetuamos entregas parciais quando não temos todos os artigos em stock.
- Receberá sempre um email com os artigos enviados e o link de tracking.
- Os envios parciais não têm custos de transporte adicionais.
4. Posso alterar a minha encomenda depois de a submeter?
Sim, desde que ainda não tenha sido expedida. Pode alterar artigos, quantidades, morada de entrega ou dados de faturação, contactando-nos por:
📧 apoio.cliente@trotinete.pt
📞 +351 917 184 352 / +351 226 054 081
5. O que acontece quando os artigos estão fora de stock?
Pode sempre efetuar a encomenda. Se os artigos já estiverem em produção, verá no checkout ou no ícone (i) a data prevista de reposição.
Como posso trocar ou devolver um artigo?
Dispõe de 30 dias após o envio para solicitar a troca ou devolução.
1. Entre na sua conta.
2. Aceda ao módulo “Trocas e Devoluções”.
3. Siga os passos indicados pela plataforma.
O artigo que recebi tem um defeito. O que devo fazer?
Deve solicitar a troca ou devolução através da sua conta, no módulo “Trocas e Devoluções”.
Caso necessite de apoio adicional, contacte-nos por:
📧 apoio.cliente@trotinete.pt
📞 +351 917 184 352 / +351 226 054 081
