Global Help Center (Support Hub)

Welcome to our help center. If you're a customer who values efficiency and smart consumption, you've come to the right place. Here we explain how our operation works and why we are your best shopping partner.

  • What is MultiGoods?

    We are a Portuguese company, founded in 2015, that has evolved from a small coffee operation into a European logistics platform. Today, we deliver a wide range of products (hence the name Multi-Goods) across Portugal, Spain, France, and Germany, always focusing on efficiency and the best market price.

  • What does your "Virtuous Cycle" mean?

    It’s our shared economy philosophy. It works logically: the more customers buy from us, the higher our order volume with manufacturers. This volume gives us the power to negotiate lower prices. Instead of keeping that margin, we lower the final price for you. It’s a cycle where your purchase today helps lower the price of your purchase tomorrow.

  • Why do they say they appreciate "Intelligent Customers"?

    Because our model benefits those who can do the math. A smart customer realizes that by concentrating their purchases in a high-scale structure like ours, they are fighting inflation and the excessive margins of traditional intermediaries. We value those who choose logic over superficial marketing.

  • How do they manage to have such competitive prices compared to the competition?

    The answer lies in our history: we moved from buying "by the unit" to "by the pallet" and now operate with logistics automation and AI (since 2026). We eliminate unnecessary costs and maximize economies of scale. If the price is low, it’s because our operation is efficient, not because the product is of lower quality.

  • Could prices drop even further?

    Yes! That is the goal of our Virtuous Cycle. As we expand across European markets, our negotiating power increases, and our commitment is to reflect those savings in your shopping cart.

  • To which countries do you ship?

    Currently, we operate with dedicated stores and local logistics in Portugal, Spain, France, and Germany, covering the entire European Union through our network of partner carriers.

  • What is the delivery time?

    Since 2019, we have professionalized our logistics with daily shipments. Depending on your location, the average delivery time varies between 24 and 72 business hours. Our 2024 infrastructure was specifically designed to ensure your product leaves the warehouse in the shortest time possible.

  • Can I track my order?

    Certainly. As soon as your order leaves our automated facilities, you will receive a tracking code to follow every step to your doorstep.

  • Is it safe to buy from MultiGoods?

    Totally. We started with a "handmade" store in 2017, and today we use the most advanced payment and data protection technologies on the market. Our longevity (over a decade in the market) is our greatest seal of guarantee.

  • What if I'm not satisfied with the product?

    Our mission is to serve the customer with excellence — "otherwise, we fail in our mission." If you are not satisfied, you have 30 days from receipt to request a return or exchange. We voluntarily extend the legal 14-day period because we trust the products we sell. Our support is focused on solving the problem with the same speed with which we ship the order.

  • What is changing with the introduction of Artificial Intelligence?

    We are taking our first concrete steps in integrating AI into our processes — and we are doing so with our feet firmly on the ground. Our goal is to use technology to better predict stock needs, reduce operational inefficiencies, and, consequently, continue to lower the costs reflected in your final price. We aren’t there yet — but the path is made by walking, and every step is taken with the same lifelong purpose: to do more with less, so we can charge you less.

  • How long will it take for my refund to arrive?

    As soon as the product arrives at our warehouse, our sorting technology validates the item's condition within 48 hours. Following validation, the refund is processed immediately to the same payment method, and it may take 3 to 5 business days to appear on your bank statement.

  • Can I exchange a product for a different one?

    Yes. The fastest way to do this is by selecting the "MultiGoods Voucher" option at the time of return. You will receive credit in your account as soon as the return is validated and can purchase the new product immediately, without waiting for banking processes.

  • The product arrived damaged. What do I do?

    We apologize for that. Please access your Customer Area, go to "My Orders," and select the "Return" option, indicating the reason as "Damaged Product." Our quality team will analyze the request and, once the damage is confirmed, will contact you within 24 business hours to confirm the solution of your choice: shipment of a replacement product, a discount voucher, or a refund via the original payment method. In any case, all costs are covered by PluriBrands.

  • I lost the original box. Can I return it in the same condition?

    To ensure product safety during return and acceptance of the request, the product's original packaging (brand box, protective plastics) is mandatory. The shipping box (the outer cardboard box) can be a different one, as long as it is sturdy and protects the content well.

  • I am a MultiGoods Pro (B2B) customer. Is the policy the same?

    For customers with a VAT number verified via VIES, the B2B conditions defined in our General Terms and Conditions apply—namely prices excluding VAT and the corresponding Incoterm and transport liability rules. For any specific questions regarding your business account, our support team is available at info@pluribrands.com and will respond within 1 business day.

  • Who can create a Business account?

    Any legally incorporated entity (Companies or Sole Traders) with a valid tax identification number.

  • Are the prices really lower than in a regular store?

    We do not apply special commercial conditions for business customers on this platform — the product prices are the same for everyone. The only difference for customers with a valid VAT number verified via VIES is the presentation of prices excluding VAT, in accordance with European Union cross-border e-commerce rules. The Virtuous Cycle applies to all customers equally — the more the PluriBrands community grows, the better prices we achieve for everyone. In the future, we will launch a platform dedicated exclusively to B2B customers with resale and distribution conditions. If you are interested in being notified when this happens, please contact us at info@pluribrands.com.

  • How does VAT work for intra-community purchases?

    If your company is based outside of Portugal (e.g., Spain, France, or Germany) and has a VAT number registered in VIES, the system will automatically apply the VAT exemption at checkout.

  • Is there a minimum order value?

    No. At PluriBrands, we do not apply any minimum order value — you can buy what you need, in the quantity you want. Shipping costs are always calculated and presented transparently at checkout before you confirm the purchase, so the impact of shipping on the total cost is always visible and your decision.

  • Can I request quotes for bulk quantities?

    Yes. Although our platform is automated for agility, our sales team is prepared to analyze requests for extraordinary volumes that fall outside the standard online catalog.

  • How do I receive my invoices?

    Sustainability and digitalization are pillars of MultiGoods. All invoices are automatically generated and sent to your registered email, and are also available in your account history 24/7.

  • Does MultiGoods guarantee delivery throughout Europe?

    Yes. Through our consolidated network since 2023, we guarantee consistent deliveries across major European markets, with transit times optimized by our 2026 technology.

  • How is my intra-community VAT number validated?

    We use a direct integration with the VIES system. When you enter your VAT number at checkout or in your company profile, the system validates it in real time. If it is active for cross-border transactions, the VAT exemption is automatically applied to the invoice (applicable to purchases outside of Portugal).

  • Can I integrate my purchasing system with your platform?

    At the moment, we do not offer technical integrations with external systems — all orders are processed directly through the pluribrands.com website. If this is a relevant need for your company, please contact us at info@pluribrands.com — it is the kind of feedback that helps us understand where to evolve.

  • How do deliveries of large volumes (pallets) work?

    We have a logistics network prepared for heavy cargo. At the time of dispatch, the B2B customer receives the technical details to ensure that the delivery site has the necessary means (e.g., tail lift or forklift).

  • Is there dedicated support for Business accounts?

    Yes. All B2B customers have access to a priority support line, focused on the rapid resolution of logistical and invoicing issues, ensuring that your business does not stop.