1. identification

The EMBROIDERY CONCEPT STORE online store, owned by INÊS SANTOS CEREJO, sole proprietor, NIF 241342511, with registered office at RUA PASCOAL DE MELO 3, ANDAR 5, SALA 2, 1170-294 LISBOA, (hereinafter “EMBROIDERY CONCEPT STORE”), offers customers the chance to purchase products at www.embroideryconceptstore.pt.

Contacts:
info@embroideryconceptstore.pt |
912 917 017

2. Object

These Terms and Conditions regulate access to and use of the website, as well as the purchase and sale of products at EMBROIDERY CONCEPT STORE.

3. Product Information and Prices

• Prices include VAT at the legal rate in force.
• Price adjustments may occur without prior notice.
• Despite the care taken in updating the site, there may be typographical errors or stock shortages; in these cases the customer will be informed and may cancel free of charge.

4. Ordering process

• Select the products, add to the cart and complete the order.
• Confirmation implies acceptance of these Terms and Conditions.
• Once completed, you will receive a confirmation email with the order details.

5. Payments

Available methods: MB WAY, Multibanco (reference), Payshop, Credit/Debit Card, Google Pay and Apple Pay.

• MB WAY / Cards / Apple Pay / Google Pay: immediate processing; may require strong authentication (3DS2).
• Multibanco / Payshop: reference issued; the order remains “awaiting payment” until confirmation (with a deadline/expiry date indicated at checkout).
• The order is only processed once payment has been confirmed.
• Transactions are processed by an authorized payment service provider, with secure communication.
• Currency: Euro (EUR).

6. Shipping and delivery

• Carrier: DPD/SEUR (DPDgroup), with Home and Pickup modes
  (Shop2Home /Shop2Shop).
• Preparation: up to 1 working day after payment confirmation.
• Cut-off: payments confirmed after 12:00 are processed the following working day.
• Weekends/holidays: we do not process or ship; processed the next working day.
• Indicative transit times: Mainland Portugal andislands (Autonomous Regions of Madeira and the Azores) 1-3 working days; Spain~2-3 working days; EU 2-7 working days (varies by country/region).
• Zones: Mainland Portugal and Islands, Spain and EU countries.
• Costs: calculated at checkout according to weight/volume, destination and method.
• Tracking: sent by email/SMS after dispatch.
• Missed deliveries / no pick-up: may result in logistical returns and re-shipment costs.
• Operational capacity: as a micro-enterprise, there may be occasional restrictions (trade fairs, illness, peak demand) which extend preparation by 1-2 working days; we will communicate this whenever foreseeable.

7. Right of withdrawal and returns

7.1 Legal right (Decree-Law no. 24/2014)
The consumer may withdraw from the contract within 14 days of receipt, without giving any reason, by writing to info@embroideryconceptstore.pt.

7.2 Commercial returns policy

• Deadline: requests made within 14 working days from the next working day
  of receipt.
• Shipping/Costs: Registered mail with tracking number to info@embroideryconceptstore.pt.Return postage borne by the customer,
  except for a defect/error attributable to the store.
• Conditions: item in original condition, unused and unopened, with original packaging, labels, manuals/offers and proof of purchase.

7.3 Exclusions

We do not accept returns of individual skeins (sold loose) or books; or personalized items, cut to size, opened/unsealed or with signs of use, as well as digital content.

In the event of a manufacturing defect or shipping error, the guarantees (point 8) apply, regardless of these exclusions.

7.4. How to return it

• Contact info@embroideryconceptstore.pt within the deadline, indicating order number, item(s) and reason.
• Receive return instructions/address.
• Send the item(s) well packaged, with recommended tracking; transport damage/delays are the responsibility of the sender.
• After verification, we will inform you of the outcome and initiate a refund where applicable.

7.5 Refunds

• By the same method of payment, of the value of the product(s), excluding initial shipping costs (unless there is a defect/error on our part).
• Processed within 14 days of notification of withdrawal.
• If the return does not meet the conditions (deadline/status), we may refuse it or offer to reship it (postage borne by the customer).

7.6 Exchanges
We do not make direct exchanges. To change an item, return it (if eligible) and make a new purchase.

8. Liability

• The store is not responsible for misuse, normal wear and tear, poor conservation or incorrect handling.

9. Complaints and Complaints Book

• Complaints: info@embroideryconceptstore.pt | 912 917 017
• Electronic complaints book: https://www.livroreclamacoes.pt/inicio

10. Alternative Dispute Resolution (ADR)

In the event of a dispute, the consumer may resort to the following alternative dispute resolution bodies:

• CACCL – Centro de Arbitragem de Conflitos de Consumo de Lisboa (Consumer Conflict Arbitration Center of Lisbon) (competent for the head office area).
• CNIACC – Centro Nacional de Informação e Arbitragem de Conflitos de Consumo (National Center for Consumer Conflict Information and Arbitration) (nationwide for areas not covered by regional centers). The complete and up-to-date list of ADR bodies is available on the website of the Directorate-General for Consumer Affairs (DGC).

Note: as we carry out distance selling for the whole of Portugal, we provide an indication of the relevant authorities. On request, we will provide the direct links to the DGC/Centers.

11. Data Protection

Personal data is processed in accordance with the GDPR and the store’s Privacy Policy, for the purposes of contractual performance, invoicing and legal compliance.

12. Applicable Law and Jurisdiction

These Terms are governed by Portuguese law. In the absence of a solution by RAL, the court of the district of EMBROIDERY CONCEPT STORE’s registered office shall have jurisdiction.