Terms and Conditions

Customer service

To order one or more items, the customer must follow the usual process on the online sales sites: use the buttons next to each item to add them to the shopping cart, and check out to finalize the order, according to the instructions provided by the website.

The products of our online store are sold by Helena Gramaço, Atelier Folha dʻOuro, located at Rua de Santa Marinha Nº32, 1100-491 Lisboa, contributor nº 110690370, whose contacts are as follows:

Phone: +351 962994376

Email: geral@folhadouro.com

 

Delivery Conditions for Folha dʻOuro pieces

Delivery Times: Atelier Folha dʻOuro dispatches orders within mainland Portugal, shipments take at least three to five working days. For Europe, delivery times can reach a week.

Delivery Guarantee: In the event that the order is returned to the sender because a new delivery with CTT Expresso was not arranged in due time, due to the customer being absent at the address, not answering the cell phone or responding to email, the reshipment will only be made upon payment of new referral fees and expenses.

Atelier Folha dʻOuro guarantees the shipment of your order to the country of destination and cannot be held responsible for any customs duties and restrictions on the entry of products in some destinations. It is up to the customer to check with the local import authorities which additional procedures are necessary.

 

Exchanges and Returns Policy

At Atelier Folha dʻOuro, we always try to make our client satisfied with having a unique piece. Everything will be done to guarantee the quality of our services and products.

It is our concern to ensure that all pieces are in perfect condition, according to the original characteristics.

The images of the products may not correspond exactly to reality, because they depend on several factors, such as the way they were captured and the characteristics of the product itself, namely, the types of materials used, the type of finish and the way they are designed, which makes each piece unique.

In some cases, images, measurements and colors may also be for guidance only. Everything you see on the screen can change for a variety of reasons, including calibration, ambient light, viewing angle, etc.

In case of return or exchange of parts the following policies apply:

DAMAGED PIECES – All pieces are inspected and undergo strict quality control. Regardless of post-production quality control, all items are checked before the packaging and transport process. However, upon receipt of the order, we recommend that you inspect the packaging and check for any marks on the outside of the packaging that may indicate damage to the purchased part.

In case of exchange, in the case of a piece transported by a company hired by Atelier Folha dʻOuro, contact our services at: geral@folhadouro.com and we will provide a replacement or rectification of the piece.

If the transport and delivery has been carried out by a carrier hired by the customer, describe the complaint in the delivery note that will be presented to you by the logistics company and document the damage you find as best as possible.

If you do not provide proof of the condition of the packaging, Atelier Folha dʻOuro will not assume any responsibility.

RETURNS AND REFUNDS – Atelier Folha dʻOuro’s return and refund policies are in line with the online goods consumer law and Consumer Protection – Distance Selling regulations.

For all purchased parts (refer to law):

1. If a piece of our Online Store, please let us know that you want to return it within 14 calendar days of the delivery date at the indicated address. The return of the item is the responsibility of the customer.

The customer has a legal obligation to return the parts in perfect condition and, whenever possible, in the original packaging.

2. Atelier Folha dʻOuro does not guarantee the refund of parts that are not in perfect condition. Your refund will be processed using the same payment method used to pay for the original order. The refund will be made as soon as possible and we will try to process it within 14 days of receiving the item at our premises.

 

WARRANTY

The marketed articles are covered by the legal guarantee regime, in accordance with the provisions of Decree-Law No. 67/2003, of 8 April, with changes introduced by Decree-Law No. 84/2008, of 21 May.

 

ALTERNATIVE RESOLUTION OF CONSUMPTION DISPUTES

If the transaction has been completed through our website, we inform you – in accordance with EU Regulation No. 524/2013 – that you have the option of trying to resolve any dispute in an extrajudicial way through access to the electronic resolution platform online dispute resolution at http://ec.europa.eu/consumers/odr/.

You can consult the updated list of Alternative Dispute Resolution Entities available under article 17 of Law No. 144/2015, of 8 September, on the Consumer Portal, through the website https: //www.consumidor .gov.pt /.

Right of Free Resolution

According to the law, the User benefits from the right of free resolution, through which he can terminate the contract, without payment of compensation and without the need to indicate the reason, within a maximum period of 14 days, counting from the date of receipt of the order, through written communication by postal mail or e-mail.

In case of termination, the User must keep the goods in order to be able to return them (to the supplier or whoever designates them), in due conditions, within 30 days of receipt.

The return of the pieces must be made as indicated in “Exchange and Returns Policy”

For returns it must be the CTT Expresso service, which will collect the item (s) at the address indicated by the customer in ways to be agreed between both, the respective costs being borne by the customer.

Returns are subject to the same costs indicated for shipping the products, but without the offer indexed to the value and weight of the order.

The use of other means to return products is the User’s sole responsibility, so Atelier Folha dʻOuro cannot be held responsible for any damage or loss of products in transit.

Any return with postage to be paid or a refund will not be accepted.

All returned parts will be properly inspected by our services. If the applicable conditions are not met, the customer will be informed by email of the non-acceptance of the return.

Whenever there is a refund, Atelier Folha dʻOuro undertakes to return to the User, within 30 days, the amount paid for the order after deducting the amount for shipping and return.

The refund of any amount paid will be made by bank transfer.

 

CLAIMS

The User can submit his complaints by phone, or in writing, using the following E-mail: geral@folhadouro.com

 

Payment options

Atelier Folha dʻOuro customers can choose between the following payment methods: PayPal or Bank Transfer. Orders that are not paid within three business days will be automatically canceled.

Payments by bank transfer will be considered valid by sending proof of payment by e-mail as well as after good collection in the Atelier Folha dʻOuro account. If the transfer is carried out at a bank or ATM counter (ATM), it is essential to send proof of transfer (via scan or digital photo of the receipt).

All pieces available at the Atelier Folha dʻOuro store have not marked the sales price with VAT at the legal rate in force, excluding all shipping charges and additional customs fees, if applicable.