RETURN AND EXCHANGE POLICY

At Galeria d’Estórias, we respect the privacy of our Users and are fully aware of the importance of preserving it. We appreciate the trust placed in us. It was in this sense that we created this privacy protection policy to ensure that the User knows what information we collect and how we use it.

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The return of items applies exclusively to products that can be returned in the same condition as received by the customer.

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We do not accept any exchanges or returns if the product has been used beyond simply opening the respective packaging or if it has been damaged; therefore, the customer must handle the products carefully while they are in their possession.

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Please note that we do not accept exchanges or returns without prior contact with us. Products delivered to our atelier without prior notice will not be accepted.

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Also note that we do not accept any exchanges or returns if the product does not reach our store within 14 days, starting from the delivery date to your address.

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For exchanges and returns outside Portugal, since the package will be in transit for more than 14 days (depending on the country), the foreign customer must ship within the 14 days and provide proof of shipment via email to info@galeriadestorias.com.

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Please be aware that to be eligible for an exchange or return, you must have the corresponding invoice for the purchase and comply with the following terms:

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Damages and Defects Please inspect your order upon delivery and contact us immediately if the product is defective, damaged, or if you received the wrong product, so that we can assess the problem and correct it via email at info@galeriadestorias.com or via phone at +351 918 803 514.

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Exceptions / Non-returnable items Please note that, as indicated and confirmed at the time of your purchase, as well as provided for in the law in art. 10 of DL no. 24/2014 of February 14, commonly known as the right of withdrawal, custom-made pieces requested by the consumer are not covered by it. In other words, we do not accept exchanges or returns of products made to order. Likewise, once an order is placed and payment confirmation is made, you cannot cancel it.

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These cases refer to:

• Products specially made at the customer's request, including specific sizes, colors, among other details requested by the customer that do not adhere to the original product description, thus becoming a unique piece for the customer, and as such, they are not subject to exchanges, returns, or cancellations.

• Gift Cards;
   

Please contact us if you have any questions or concerns about your order or a product.

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Exchanges If you have not yet received shipping confirmation, please contact us as soon as possible via email at info@galeriadestorias.com or +351 918 803 514 to confirm if you can still make the exchange before sending your order.

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If you have already received your order and you wish to exchange it for another, please contact us providing your order number (provided via email) and the name of the product you wish to exchange for, and we will indicate how we can make the necessary adjustments of value and how to return the item in question.

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Refunds Please note that only the person who made the purchase can proceed with a return/refund request. If you wish to request a refund, you must first inform us of such and explain the situation. We remind you that we do not accept exchanges or returns of products of which we have not been notified.

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Once we receive and inspect your return, you will be notified of the refund decision - approved or not, depending on the conditions and terms mentioned in this policy.

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If the product is eligible for a refund, we will issue it within 30 days from the day the product returns to our facilities, using the same payment method used for the purchase.

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You will be notified when this happens, but please note that it may take some time for your bank or credit card administrator to process and post the refund as well.

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Returns: In case of a return, please return the item in its original packaging. You must also include all items found inside the order box + the corresponding invoice.

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We recommend that you return your order by registered mail. Galeria d’Estórias is not responsible for items damaged or lost in transit.

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We do not refund shipping costs for exchanges or returns, as well as in the case of returns where the product has not yet been shipped, reimbursement costs are applied to the customer.

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Return address:
Atelier Galeria d’Estórias
Rua Engenheiro Monteiro Conceição, nº 84
2480-403 Corredoura / Porto de Mós
PORTUGAL

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