SHIPPING & RETURNS
Monseo delivers to:
- in European Union countries, with the exception of the Czech Republic and Romania;
- in the United Kingdom, Switzerland, Andorra, Liechtenstein, Monaco, Montenegro, Norway, Iceland;
- in the United States and Canada;
- in Australia and New Zealand;
- in Japan, Singapore and the United Arab Emirates;
- in South Africa.
The order will be delivered by carrier to the address indicated by you, on working days, between 9h00 and 18h00 (local time), and a person who can receive it must be present. The estimated delivery date and the code that allows tracking the order during transport will be indicated by the Online Store in the dispatch confirmation email.
This delivery method only allows shipments to physical addresses. Therefore, purchases made on the Online Store cannot be delivered to PO boxes or mailboxes.
We recommend that you carefully check that the order delivery address data is correct and complete. Monseo will not assume any liability for any delay or impossibility to deliver the order if these details are incorrect or incomplete.
If the carrier is unable to make the delivery because there is no one at the address to receive it, the carrier will contact you to arrange a new delivery date.
If all the items ordered are available, delivery times are, on average, as follows, counted from the date on which the order is processed:
- Mainland Portugal - 1 to 2 working days
- Madeira and Azores Islands - 7 to 10 working days
- Continental Europe - 3 to 5 working days
- Rest of the world - 7 to 10 working days
These delivery times are indicative. For each order, you will be informed of the estimated delivery date in the order confirmation email. In any event, the maximum time limit will not exceed 30 working days from the date on which the email is sent.
In the detail page of each product will be presented information about its availability in stock. If the product you wish to order is not available on the Online Store, you can request your order directly to Monseo, through the email firstname.lastname@example.org. The production of articles that do not exist in stock has a maximum estimated period of 4 weeks.
Despite the Online Store's efforts to deliver orders on time, delays may occur due to unforeseen circumstances and problems in the delivery area or, in the case of the Islands, connection irregularities.
If the Online Store cannot meet the delivery date for reasons outside its responsibility, we will inform you of this circumstance, giving you the choice of either keeping your order with a new delivery date or cancelling the order with full refund of the amount paid, without prejudice to all your other rights under applicable law.
The delivery of the order is considered to have taken place upon signature of proof of receipt of the products at the agreed delivery address.
When you receive your order you should check if the packaging has any significant defects caused by transport. If this happens, you should ask the carrier's employee to record this occurrence in the respective delivery sheet. Only then will the Online Store be able to hold the carrier responsible for any damage to the item caused by transport.
If you receive a wrong product due to fault attributable to our Online Store, you must inform us via the email email@example.com to request collection of the article to be returned and schedule the delivery of the correct product.
2. Right of withdrawal
In accordance with Portuguese law, the Customer has the right to terminate the contract of sale entered into, without giving any reason, within 14 days from the day following the day on which he/she receives the order.
This right cannot be exercised when the items purchased have been produced according to your specifications or have been personalised at your request, namely with the engraving of inscriptions or in cases of production of parts with measurements not in stock at the time of the order.
If you wish to exercise this right, you must communicate to the Online Store your decision to terminate the contract within 14 days, via the email firstname.lastname@example.org or by letter sent to the headquarters of Monseo, indicating the product reference and the invoice number. For this communication, you can use the form available here. If you communicate your decision by email, a notice confirming receipt of the resolution request will be sent to you, also via email, without delay.
If you terminate the contract as stated above, the Online Store will refund you the amount paid for the purchased product within 14 days from the date you are informed of the decision to terminate the contract.
The refund will be made using the same payment method you used for the original transaction. However, this will be withheld until the product has been received and checked by the technical services of the Online Store.
The returned item must be in perfect condition, complete, without any signs of use, with its label applied, in its original packaging and with the guarantee certificate and any other documentation provided.
The item to be returned should be sent, with a copy of the invoice, to the head office of the Online Store, at the following address:
Monseo - Rui Vieira, S.A.
Rua Dr. Alves da Veiga, 73/75
The return of the product to the Online Store is done at your own risk, which means that you will have to choose the transport you consider most appropriate and bear the respective costs. The Online Store is not responsible for loss, damage or delays that occur during the transport contracted by you for said return.
When the product is delivered to Monseo's facilities, the opening of the packaging and the conformity check of the product contained therein will be filmed, and these images may be used as proof of the condition in which the product was when received.
If the product is not in the condition indicated above, it will be returned to you, accompanied by a copy of the evaluation carried out by our experts and, in this case, the amounts paid will not be refunded.
In addition to the legally recognized right of free termination of the contract by consumers, Monseo may accept the exchange of a purchased product for another of a different size, with the same reference and colour, if in stock.
In this case, you should send an email to email@example.com to request an exchange, within 15 days after purchase, and wait for confirmation from our customer services regarding the availability of the desired item.
The cost of the return is borne by you and the cost of the new shipment is borne by Monseo. The new size will only be sent upon receipt and verification of the returned item, which must be in perfect condition, as indicated in the previous point.