o   You can email us at where our customer service team will be happy to help you with whatever you need. Talk with you soon! 

o   Our customer service team is available Monday thru Friday from 9AM to 5PM (Portuguese hour / WEST (GMT +01:00). We do our best to respond to all inquiries within 24 hours and appreciate your patience!  

o   We have several dealers throughout Europe and worldwide. Use our store locator to find one nearest you.

We have several dealers throughout Europe and
worldwide. Use our store locator to find one nearest you


o   We start processing orders immediately after they are placed to ensure they arrive as quickly as possible.

o   If you have made an error in your order details, please reach out to us as soon as possible and we will do our best to assist you!

o   As we aim to process orders as fast as possible, you must request any changes/cancellations within 6 hours of ordering. All requests after this time will be denied. 

As we aim to process orders as fast as possible, you must request any changes/cancellations within 12 hours of ordering. All requests after this time will be denied. Your order can be returned for a full refund after it is received.

o   We know you want your new ORIGINAL® products ASAP (can’t blame you),  so we’ve created a few more shipping options for you.

o   Transit time after dispatch, depends the location and on the courier service you selected

Economy by road / Standard Ground: takes  2-5 Business Days 

Express by sea) and location:  takes 1-3 Business Days

When placing the order you can see what are the shipping options available and time to deliver to your address

o   Orders are shipped by courier on a tracked service.

o   Most European orders are delivered within 2-5 working days from dispatch. Certain destinations - particularly remote islands and highlands - may require an additional delivery surcharge.

As we aim to process orders as fast as possible, you must request any changes/cancellations within 12 hours of ordering. All requests after this time will be denied. Your order can be returned for a full refund after it is received.

o   Once the order is processed and the goods collected at our warehouse, you will receive an email with tracking number once your order has shipped. The confirmation email will be sent by 

o   If you have not received your tracking after 48 hours please send an email to so we can help you out

o   An email from will have been sent to your email with the tracking details for your order once it has been dispatched. With than information you can track your delivery with the chosen Logistics’ carrier. 

o   If your items were "returned to sender" it is often due to an error with the address.

o   Please reach out to us and send a message with your order number to say that delivery has failed and we will be in touch to resolve this as soon as possible. Once a failed delivery is returned to the warehouse you can choose between reshipping or a refund.

o   You will only be charged for the items that ship. Expect to see the money for un-shipped items back in your account in 3-5 days.

o   We will try to reach out to understand if you are ok with this, or if you want to replace that product with another one from the current inventory.


o   Yes, we do ship worldwide with trusted carriers which are long term partners – TNT, UPS, DHL, Chronopost, CTT.

o   We are located in the sunny city Lisbon, Portugal

o   We ship from our warehouse located in Portugal. Please allow 1-2 full business days for your order to be fulfilled and processed before it ships 

·      We do have free shipping options according with the total order amount (VAT included). 

o   Free shipping for Portugal Continent when orders > 50€. 75€ for Portuguese Islands; 

o   Free shipping to Spain > 50€; Baleares 80€, Canarias 80€, 

o   Free shipping to Europe >100€. 

Usually, the banner at the top of the page will state the threshold for free shipping

Please reach out to our email and describe the situation and we will help resolve the issue for you. In some cases, due to external reasons associated with our logistics partners, 1 or 2 additional working days might be considered.


o   All of our products are labeled or marked with their country of origin. All the current portfolio of products are manufactured in Portugal, Europe. If you are interested in knowing where a specific item is made please contact us directly through 

o   Due to monitor settings, monitor pixel definitions, limitations of desktop scanners, digital photography, and dye lot variations, we cannot guarantee that the color you see on your screen as an exact color of the product. We strive to make our colors as accurate as possible, but screen images are intended as a guide only and should not be regarded as absolutely correct. All colors are approximations of actual colors. For best results, view this page with your color depth set to 16-bit (thousands of colors) or higher.

Surfie, our 100% waterproof and floating case is sized to mobiles up to 6,8. Fits almost all mobiles:

Iphone: Iphone 14, Iphone Pro 13, Iphone 13 Pro Max, Iphone Pro 12, Iphone 12 Pro Max

Samsung:  Galaxy S21 Ultra

o   No, We don't offer gift wrapping currently

o   No, we don't offer personalized notes.


o   Nobody is more passionate about making sure that your ORIGINAL is the real deal than we are. click here to find authorized dealers in your area.

o   The real Original® are never available with street vendors, copy centers, stationary stores, markets or at non-authorized sales points. If you buy a pair in such a place, it's more than likely to be an imitation product.

o   Identify real ORIGINAL® vs. fake by looking for the authenticity logo on any ORIGINAL®  product you purchase!

o   Make sure that the rings and hooks/carabiners have our name on it (usually engraved) - ORIGINAL® and/or “ORIGINAL LANYARS®”. By no means we do have any product being shipped without it.

o   Make sure that the packaging is the one that is official.

o   We do have a standardized and multichannel seamless retail recommended price, that make sure you will usually find our products on all vendors at same price.

o   All the ORIGINAL®  products are made or designed in Portugal. So if the product is not made or designed in Portugal and indicated as such on the labelling, it may be a counterfeit product.

o   Make sure for our branding assets, logos and images. Only us, as owners of the, and authorized retailers can use the registered brands  - ORIGINAL, ORIGINAL® World, ORIGINAL® Lanyards, Leis Hawaii®, Surfie Pro®, Pavloves Dog®, Catch of the Day Product of Portugal®

o   If you are unsure of their origin, please contact us and we will be happy to tell you whether the store you went to is a recognised retailer.


o   We accept all major credit cards (VISA, Mastercard, American Express)

o PayPal payments.

o   For Portugal we also accept MBway and ATM references

o   We won’t charge when delivering on your address.

o   Prices are shown in Euros.

o   Prices on the United Kingdom site are shown in British Pounds. All other sites are shown in their respective local currencies.

o   Sign up our mailing list and stay updated on all promotions and discounts! Also, keep an eye out on our social media! We might offer promotions from time to time

o   Sign up our mailing list and stay updated on all promotions and discounts! Also, keep an eye out on our social media! We might offer promotions from time to time

o   There could be a few reasons that your coupon code is not working. Please Note:

On some occasions, coupon code can be restricted on certain items. 

Not valid for use on prior purchases.

Promo codes cannot be combined. Limit one code per order and Please make sure you use the higher discount code on your order

Shipping is not included unless specified.

Promo codes are restricted to purchases on our website

Items marked as sale are not eligible for an additional discount to be used on top of their existing discount

Offer cannot be redeemed for cash.

Terms are subject to change.

Should you have any additional questions or concerns, please feel free to reach out to our Customer Support Team by sending email to 

o   The prices displayed on our site are the retail recommended prices, with VAT Included. If you live outside European Union, you may be liable to pay for duties and taxes once you receive your order. Import taxes, duties and related customs fees may be charged once your order arrives to its final destination outside European space, which are determined by your local customs office. Payment of these charges and taxes are your responsibility and will not be covered by us. Please note you will be responsible for any additional local taxes, duties, tariffs or other similar charges or impositions (including VAT) associated with your purchase (if any). By placing your order, you are agreeing that you will be responsible for and will pay, as due, all such charges. We are not responsible for delays caused by the customs department in your country. For further details of charges, please contact your local customs office


o   We understand how it is to shop online. For whatever reason you might need to return your purchase, send it back to us within 30 days of your initial purchase for a refund. We have a 30-day return policy, which means you have 30 days after receiving your item to request a return. 

o   Returned products must be unused and include their ORIGINAL® packaging. Any product returned that is used or not in its ORIGINAL® packaging will be rejected and will not sent back to the customer. 

o   Please contact us at

o   Please contact us if you have received merchandise that is incorrect, missing, and/or defective. Please include your order number, photographs of the item(s) and all related references upon receiving your package. We will do our very best to resolve your case as soon as possible

o   No worries! All of our lanyards and accessories have a 180 days- warranty, which means we’ll replace the damaged item within a year from the time of purchase*. To get a replacement, send us an email to  and send us your name, shipping address, order number (if available) and a picture of your damaged item. 

o    There are Four exceptions: 

1.    We can only issue a replacement if you provide a photo of the damaged item.

2.    If a lanyard has been altered in any way (i.e. if you cut, shortened, or re-burned the strings or edges), we can’t replace the item.

3.    We’re unable to replace lost or stolen items.

4.    We can only issue a replacement if the item was purchased directly through our website. If it was purchased in store with one of our wholesale partners, you must contact the store so they can replace the damaged item for you. 

o   Refunds are processed within 7 days from the time the package arrives at our warehouse In Portugal. Depending on your bank please allow 5-8 days from the time the return is processed for the refund to be reflected in your account

·      Does Original®? offer free EU returns?

o   We unfortunately don’t offer free returns, unless your product has been damaged or is faulty

·      What is your warranty policy?

o   We stand behind our product. 

o   Each one is made using durable materials and checked for quality before shipping. Our products hold some of your most valuable items and are built to last, but we know that accidents happen. For that reason, we have a 180 days warranty on all orders.

o   We will replace any items that have been deemed defective, as opposed to wear and tear, within 180 days of purchase f you ordered online through our Original®? website. 

o   Products that have been stretched out due to over-stuffing, water damage, normal day to day wear and tear, etc. will not qualify for a replacement.

o   To submit a warranty claim please email us and our customer service team will take care of that for you!

·      Please email and we will add you to our mailing list for next time we send a pdf catalogue.

o   If an item is missing from your order, just send us an email and a photo of what you have received to and we’ll take the necessary action immediately. We kindly ask for a photo as we need to inform our shipping warehouse of the order’s inaccuracies and making sure that we improve.

o   We can only accept returns and process items purchased from our own website.


o   Please send an email to and a member of the marketing team will be in contact as soon as possible.

Stocking Original / wholesale

o   We have several dealers throughout Europe and worldwide. Use our store locator to find one nearest you

o   For information on how to stock ORIGINAL® please send an email to  and your request will be sent to a member of our sales or agents’ team

o   In order for us to direct you to the sales representative in your territory, please make sure you provide us with the name and location of your store, pictures of your shop and other brands you carry. If you are an online business, please specify the URL of your website.