1. SHIPPING AND RETURNS

1.1 Sending

Shipping costs are invoiced per order and are borne by the customer. This amount will be added to the total cost of the order.

For orders over €200.00 and delivery to mainland Portugal and the islands, postage is free. For purchases below this value or for delivery to other territories, shipping costs are associated with the order, which you will be informed of at checkout.

Orders sent to countries outside the European Union or with customs and tax policies that differ from those of most European Union countries may be subject to taxes, customs duties and fees levied in the country of destination (Import Fees). The recipient of an international shipment may be subject to Import Duties at the time the shipment arrives in their country and may have to pay additional customs clearance charges. Luzia Lisbon does not monitor these charges and is unable to estimate them. Customs policies vary greatly from country to country and you should contact your local customs office for more information. In cases where customs clearance procedures take place, there may be a delay in relation to the estimated shipping time.

1.2 Payment methods

The Luzia Lisbon website accepts the following payment methods:

• Visa
• PayPal
• Multibanco reference (only for Portugal)
• MBWay (Portugal only)

The payment methods available are those presented on this website and no other payment methods other than those mentioned will be accepted.

The customer must pay only the exact amount specified in the confirmation of each order, and must do so using only the payment methods described above. Otherwise, if the Customer tries to use another payment method not provided for, Luzia Lisbon cannot be held responsible for the loss of payment or any other damage that may result.

1.3 Confirmation or Cancellation

After making their purchase, the Customer should ensure that they receive an automatic e-mail confirming the transaction, which should be printed out or saved for future reference. 

Your order will only be processed once payment has been confirmed. In the event of non-payment or non-compliance or non-confirmation of these General Conditions, Luzia Lisbon reserves the right not to accept the customer's order, or to cancel it, even after automatic confirmation.

Luzia Lisbon reserves the right not to confirm and/or proceed with the delivery of the products of the order placed by the Customer, regardless of the reason, and disclaims liability for any damages or costs if: 

• any unforeseeable event or change in current circumstances that could affect production, transportation and related costs, or cause abnormal rises in raw material prices;
• if, for any reason, it is impossible to properly collect and receive payment;
• if the products ordered are no longer available; 
• if the order has been placed with errors in the data essential for the delivery of the order;
• if the order is flagged by the website's security systems as an incorrect, irregular and/or fraudulent order.

In any of these cases, Luzia Lisbon will inform the Customer by e-mail of the impossibility of confirming the sale and the consequent cancellation of the order, returning the amount paid for the items.

Reservations are not taken. Failure to pay for an order within 24 hours will result in its cancellation.

1.4 Delivery

Products ordered from the Luzia Lisbon online store will be shipped and delivered on working days, Monday to Friday.

During the purchase process, you will be asked for your billing and delivery addresses. Proper delivery of the order can only be guaranteed if these details are correct. The address provided is the customer's sole responsibility.

A delivery is deemed to have been made or a product is deemed to have been delivered when the delivery receipt is signed at the agreed address.

At the time of delivery, the Customer must inspect the packaging and the products sent to check for any damage. If they find that the products are damaged, the customer must not accept delivery of the order, which must be returned immediately via the Returns mechanism provided for in www.luzialisbon.com. Luzia Lisbon will reimburse the amounts paid for the order and transportation as soon as it receives and completes the return process at its headquarters.

The order is considered accepted if, after receiving the order, the Customer does not return the order within the following 14 (calendar) days.

1.5 Delivery deadlines

The estimated time for dispatching the order may vary depending on the carrier and the destination of the order.

Luzia Lisbon only ships orders on working days. Therefore, weekends and public holidays are not taken into account when estimating delivery times. Any delay in the dispatch of items, compared to the estimated dates shown, does not entitle you to compensation.

The estimated maximum delivery time is 3 days, except during festive or busy seasons when this process may change. Luzia Lisbon will notify the customer if this happens.

After dispatch by Luzia Lisbon, the order must be delivered by the courier within the following estimated timeframes:

• Portugal (Islands): 3 to 5 working days
• European Union: up to 20 days
• Rest of the world: up to 30 days

The order will be sent to the recipient and address indicated. The address given is the sole responsibility of the customer.

1.6 Exchanges/returns/complaints

We value our customers' complete satisfaction. If for any reason you are not completely satisfied with your order, you can exchange or return it within 14 days of receiving it. Just send us an email to contact@luzialisbon.com.

Under the terms of Decree-Law no. 24/2014, of February 14, the Customer has a period of 14 days after receipt of the order at the address chosen by the Customer, to return or exchange their item(s) if they find that they have defects or other non-conformities in relation to the products ordered, or for simple withdrawal, without the need to expressly state the reason.

If the Customer decides to exchange or return the item(s) purchased, Luzia Lisbon reserves the right not to accept them if they show signs of use, have been washed, do not have a label in the original condition or are in any way damaged by misuse.                                                                                      

The shipping costs associated with the exchange/return will be the responsibility of the customer. Luzia Lisbon accepts no responsibility in the event of loss or damage to the returned product. 

Once we have received the item(s) you wish to exchange or return at our premises, we will process them within a maximum of five working days. If the return is confirmed, the amount will be refunded to you using the same payment method. 

Refunds will only be made to the account/card from which the purchase was made.  

1.7 Disclaimer

Luzia Lisbon is not responsible for the misuse of its items or for washing them incorrectly. 

All products are guaranteed against manufacturing defects for a period of 2 years from the date of purchase and will be repaired or replaced by us free of charge, provided they have not been altered and any relevant maintenance requirements have been met.