Terms and conditions

ORDERS:

– Orders can be placed through our website (preferably) or through our e-mail: villarricagourmetstore@gmail.com;

– For orders placed through our website: after the order has been placed, the customer automatically receives a confirmation email/detailed summary which contains: products ordered and respective price, total amount to be paid and data for transfer (before settling the order form, we ask you to confirm that everything is correct);

– For orders placed via e-mail: after the order is placed (and within a maximum period of 24 working hours), a detailed order form is sent to the customer, which contains: ordered products and respective price, total amount to be paid and data for transfer (before settling the order form, we ask you to confirm that everything is correct);

– Products are only reserved after settlement of the order form, always subject to stock availability;

– All purchase orders that are not settled within a maximum period of 24 hours will be cancelled;

– In the case of a coupon/discount code: only orders with a code will be validated, that is, only one partner code per order is allowed (in case of exception, the customer who receives the extra campaign code is communicated) - subject to cancellation of your order;

STOCK BREAKS (PRODUCTS):

In case of occasional breakage of any of the products ordered, the customer will be immediately contacted with a possible suggestion of a similar product or the possibility of exchanging it for another product, with the possibility of refunding the money.

SHIPMENTS/DELIVERIES OF ORDERS:

By MRW/GLS carrier (Mainland Portugal & Mainland Spain):
– shipments on Tuesdays and Thursdays (proof/payment must be sent/made by 3 pm the day before shipment)* / ***;

Deliveries in the Lisbon area and surroundings:
– deliveries will now take place on Tuesdays, Wednesdays and Thursdays depending on the zone (the receipt must be sent by 3 pm the day before delivery)* / ***;

International Deliveries and Islands (Madeira/Azores):

– if you wish to purchase products in our online store, and you reside outside mainland Portugal, please contact us by email at villarricagourmetstore@gmail.com, to calculate the costs associated with delivery to your address.

Collection in our physical store:
– upon prior order, and collection on pre-established days and times - unavailable.

Collect Pickup point (Stationery and Tobacconist Junqueira):
– upon prior order, and collection on pre-established days and times:

Rua da Junqueira, 34
1300-343 Lisbon

* In case of an unsuccessful attempt to deliver to the customer's address, the order may be left at a PickUp/Parcel Shop point or an extra cost will be charged for reshipping.

The shipping/delivery period may be longer than usual during festive seasons and during the Covid-19 Pandemic.

* unless out of stock.
** free shipping on orders equal to or greater than €25 (mainland Portugal) / free shipping on orders equal to or greater than €50 (Spain).

*** if there is a public holiday on a business day, delivery/shipping days may be adjusted.

Mainland Portugal postage value - for orders under €25 (see table below)*

*these values are subject to change.

Postage cost in Mainland Spain - for orders under €50 (see table below)*

*these values are subject to change.




RECEIPT OF ORDERS:

If the goods are shipped by a carrier, the customer must carefully analyze the package upon receipt, and if any anomaly is detected, ALWAYS put a reservation on the proof of delivery presented by the driver.

The reservation information must be detailed, such as:

– Packaging creased on the left side
– Packing with bent corners
– Packaging with visible damage
– Bad packaging
– Packaging with signs of violation
– Volumes missing

Complaints regarding material damaged in transport will only be accepted within 24 hours of receipt of the goods and upon presentation of the following data:

– Exterior photograph of the package with the carrier's label;
– Exterior photograph of the package where the damage is visible;
– Interior photograph of the packaging;
– Photograph of the damage to the goods.

The lack of photographs may determine the refusal of the process by the insurer/transporter.

EXCHANGES OR RETURNS:

– All orders have 14 working days for complaints or returns after the delivery date (in these cases, we will proceed with the exchange or, if you wish, we will refund your money);
–The return costs will be borne by the customer whenever the reason is the responsibility of the same;
– Only exchanges or returns of products will be accepted in their original packaging, properly sealed and without signs of use;

- Mandatory completion of the return/exchange form: send us an email or fill in the contact form, with the intention of returning/exchange. Subsequently, the respective form will be sent.

FOOD PRODUCTS

Food products are subject to constant changes of which the consumer should always be informed.
We recommend that you always read the nutritional information, list of ingredients, recommendations for use, preparation and/or storage, as well as all mandatory and/or voluntary information on a food product before consuming it.

DATA PROTECTION:

– Villarrica Gourmet Store guarantees the confidentiality of all data provided by Users, complying with legislation regarding the protection of personal data, namely Regulation (EU) 2016/679 of the European Parliament and of the Council of April 27, 2016 (RGDPD ).
– Villarrica Gourmet Store ensures that the processing of the user's personal data is carried out with the utmost confidentiality and in accordance with current legislation.
– The Villarrica Gourmet Store will be responsible for collecting and processing the personal data collected while using the page, namely to process the transactions covered by the page.
– The User's personal data will be processed and stored by computer and are intended to be used only within the scope of the contractual, commercial, billing or marketing relationship with the User.

CONSUMPTION CONFLICT RESOLUTION

In the event of a dispute, the consumer may resort to a Consumer Dispute Resolution Entity:

Phone: 218807030
Email: juridico@centroarbitragemlisboa.pt
director@centroarbitragemlisboa.pt
Web: www.centroarbitragemlisboa.pt

Book of Compliments / Complaints

Dear customer, we inform you that our website has an electronic compliments/complaints book.
If you want to go ahead with a compliment / complaint, click on the following image:

We kindly ask you to read all this information carefully before placing your orders.

Good shopping!