Terms and Conditions

ORDERS:

– Orders can be placed through our website (preferably) or by email: villarricagourmetstore@gmail.com;

– For orders placed through our website: after the order is placed, the customer automatically receives a confirmation email/detailed summary containing: products ordered and respective price, total amount to be paid and payment details for MB reference, MB Way or bank transfer (before settling the order note, we ask that you confirm that everything is correct);

– For orders placed via email: after the order is placed (and within a maximum period of 24 working hours), a detailed order note is sent to the customer, which includes: products ordered and their respective price, total amount to be paid and transfer details (before paying the order note, we ask that you confirm that everything is correct);

– Minimum order value of €10;

– Products are only reserved after the order has been settled, and are always subject to stock availability;

– All order notes that are not settled by bank transfer within a maximum period of 24 hours will be cancelled. All order notes that are not settled by MB reference within a maximum period of 24 hours will be cancelled. All order notes that are not settled by MB Way within a maximum period of 4 minutes will be cancelled.

– In the case of a coupon/discount code: only orders with one code will be validated, i.e., only one partner code may be used per order (in the event of an exception, the customer will be notified and will receive the extra campaign code) - subject to cancellation of your order;

STOCK RUPTURES (PRODUCTS):

In the event of any of the products ordered breaking, the customer will be immediately contacted with a possible suggestion of a similar product or the possibility of exchanging it for another product, and the money may also be refunded.

SHIPPING/DELIVERY OF ORDERS:

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

Deliveries in the Lisbon area and surroundings:
– deliveries are made directly by our company: Tuesday, Wednesday, Thursday and Friday depending on the area to be planned daily * / ***;

International Deliveries and Islands (Madeira/Azores):

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

Pickup point collection (Junqueira Stationery and Tobacco Shop):
– upon prior order, and collection on pre-established days and times, and if the order is not collected within 7 days it will be returned to our facilities and a fee will be added for new delivery:

Junqueira Street, 34
1300-343 Lisbon

* In case of unsuccessful delivery attempts to the customer's address, the order may remain at the PickUp/Parcel Shop point or an extra cost may be charged for new delivery.

Shipping/delivery times may be longer than usual during festive periods.

* subject to stock shortages.
** free shipping for orders equal to or greater than €25 (Mainland Portugal) / free shipping for orders equal to or greater than €50 (Spain).

*** in case of a holiday on a working day, delivery/shipping days may be adjusted.

Shipping costs for mainland Portugal - for orders under €25 (see table below)*

*these values are subject to change without prior notice.

Shipping costs for mainland Spain - for orders under €50 (see table below)*

*these values are subject to change without prior notice.




RECEIPT OF ORDERS:

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

The reservation information must be detailed, such as:

– Packaging creased on the left side
– Packaging with crushed corners
– Packaging with visible damage
– Packaging in poor condition
– Packaging with signs of tampering
– Missing volumes

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

– External photo of the packaging with the carrier's label;
– External photograph of the packaging where the damage is visible;
– Internal photo of the packaging;
– Photograph of the damage to the goods.

The lack of photographs may result in the insurer/transport company refusing the process.

EXCHANGES OR RETURNS:

– All orders have 14 working days to complain or return after the delivery date (in these cases, we will make the exchange or, if you wish, we will refund your money);
–Return costs will be borne by the customer whenever the reason is their responsibility;
– Only exchanges or returns of products in their original packaging, properly sealed and with no signs of use will be accepted;

- Mandatory completion of the return/exchange form: send us an email or fill out the contact form, with your return/exchange request. The corresponding form will then be sent.

FOOD PRODUCTS

Food products are subject to constant changes of which the consumer must 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, in particular Regulation (EU) 2016/679 of the European Parliament and of the Council of 27 April 2016 (GDPR).
– 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.
– Villarrica Gourmet Store will be responsible for the collection and processing of personal data collected during the use of the page, in particular to process the transactions covered by the page.
– The User’s personal data will be processed and stored electronically and are intended to be used only within the scope of the contractual, commercial, billing or marketing relationship with the User.

RESOLUTION OF CONSUMER DISPUTES

In case of dispute, the consumer can 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 book of compliments/complaints.
If you want to submit a compliment/complaint, click on the following image:

We ask that you read all of this information carefully before placing your orders.

Happy shopping!