LIVRO DE RECLAMAÇÕES
Placing an Order through our Online Store
To make a purchase through our Online Store, you must first register as a customer.
registering, you may place your order by selecting the item(s) you wish to
purchase. Please follow all the steps outlined on the site to finish placing
validate your purchase online, you are indicating that you have read and accept
the general conditions of purchase and use of the web site. The details
recorded through the web site are proof of the transactions made between you
and Casa das Peles.
Casa das Peles reserves the right to amend any description, image or other information on the Online Store catalogue without notice.
Items on sale through the Online Store are subject to stock and orders are processed in the order in which they are received. In the event that the Store is temporarily or permanently out of stock of an item, you will be notified and we will suggest alternative products with similar features; you will also have the option of receiving a refund.
Prices shown are in Euros (€) and include VAT at the current rate. All prices in the Online Store may be changed without notice and are always subject to availability.
Special offers available through the Online Store are not available at Casa das Peles physical stores.
Postage and Packaging
Postage and packaging costs are calculated based on the type of service, the weight of the items, the destination and the total order value. The total is shown in your shopping basket before you make final confirmation of your order.
The Online Store accepts the following payment types: Multibanco, PayPal, credit card and MBway.
You have 48 hours in which to make payment after your order has been received by us. If you do not make a payment in this time, your order will be canclled.
When you choose
to pay using Multibanco, you will receive an email with details of how to pay
using a Multibanco ATM or your home banking service.
If you choose
PayPal, payment is made through your PayPal account at the time the order is
Store does not offer payment on delivery as a payment method.
We will do our
utmost to ensure that the details you send us via the Internet are kept
confidential and secure.
Orders are sent
only after stock has been checked and payment confirmed.
Orders are send to the address you provide and are delivered during the carrier's operating times.
Home delivery cannot be made to PO boxes. Orders can be delivered to an overseas address as long as the address is covered by the carrier.
Casa das Peles will endeavour to deliver orders as quickly as possible regardless of the type of delivery service selected.
Please check your order once you receive it. If there is anything wrong with your order, or if the packaging is damaged, please return it to the carrier, indicate the reason on the delivery note, and tell us immediately.
All orders sent to addresses outside mainland Portugal are accompanied by a simplified delivery note (DAS, documento de acompanhamento simplificado).
Delivery to a stor
If you wish to pick up your Online Store order from one of our physical stores, delivery is free unless you are picking up from an Outlet store.
You have 7 days in which to pick up you order after the store has been in touch with you. If you do not pick up your order within that time, the order will be returned to the warehouse and you will be notified. The expenses related to returning the order to the warehouse will be charged to you.
Cancellations, Returns and Complaints
You can cancel an order as long as we have not yet processed it. To cancel your order, please send an email to firstname.lastname@example.org or use the form available on our web site for order cancellations. You should include your order number and your tax identification number, otherwise your cancellation cannot be processed.
You have 14 days from the date of receipt of your order in which to return the item. During this time, you may also make a complaint if the item is defective or not as described
To make a complaint, please send an email to email@example.com or use the form available on our web site. When making your complaint, please indicate clearly the reason for your complaint and include the order number and your tax identification number.
The site support team will be in touch with you and agree how the item is to be returned, in the event that a return is necessary. In such cases, we will cover the cost of the return and the cost of a new delivery.
In the event that the item is to be returned, but not chargeable to us, the return shall be accepted after the item(s) packaging is (are) inspected and found to be in good condition. After this, the amount you have paid will be refunded to you, minus the cost of delivery (even if those costs have been covered by us) and the costs of making the return, in line with the amounts shown in point 4 of this document.
Casa das Peles reserves the right to refuse a returned order if the return has not been previously notified as instructed above and if the item is not in the same condition as it was when delivered to you (namely, items that have been worn, that have been altered in any way and/or are missing original packaging/accessories) and if tags have been removed.