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Portuguese goods curated by Pedro da Costa Felgueiras
Saudade Info

The Saudade-shop team is available to help with any questions, doubts or concerns you might have.
Please call us on +44 (0)20 7729 4994 – Monday to Friday from 10am to 6pm (London time) or email us at info@saudade-shop.com and we will get back to you as quick as possible.

If you have a question about Returns, please check our Returns Policy.
If you have a question about Shipping, please check our Shipping Policy.

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If you have a question regarding dimensions, please contact our customer service team on info@saudade-shop.com

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And if your question is regarding anything else please check our general Terms and Conditions.

Thank you!

11.  DELIVERY, TRACKING AND OWNERSHIP

We accept orders for delivery both in the UK and internationally. Please note that an order placed outside of the UK will be considered as an international order.

11.1  International orders

Saudade-shop ships to the following countries: Andorra, Argentina, Australia, Austria, Belgium, Brazil, Bulgaria, Canada, Channel Islands, Chile, Croatia, Cyprus, Czech Republic, Denmark, Estonia, Finland, France, Germany, Gibraltar, Greece, Hong Kong, Hungary, Iceland, Italy, Japan, Latvia, Lichtenstein, Lithuania, Luxembourg, Macau, Malaysia, Mexico, Monaco, New Zealand, Norway, Poland, Portugal, Romania, Russia, San Marino, Singapore, Slovakia, Slovenia, South Africa, South Korea, Spain, Sweden, Switzerland, Taiwan, Thailand, The Netherlands, Turkey, Ukraine, United Arab Emirates, United Kingdom, USA.

11.2  Delivery charges

Prices shown on the website do not include delivery charges. Our delivery charges include VAT and are as follows:
Within UK – £4.95
Within Europe – £16.00
U.S.A. – New York – £33
Rest of the world – £45

If your delivery address is outside of the UK, you may have to pay import duties and taxes, which are levied once a shipment reaches your country. You are responsible for meeting such duties and taxes and any additional charges for customs clearance.
Please note that customs policies vary from country to country and we recommend you contact your local customs office for information before you place an order.

11.3  Delivery

  • 11.3.1  We shall endeavour to dispatch the product to you as soon as possible after you place your order. It may take us between 2 and 5 business days to process your order. Once your order has been processed, the item will be shipped within 48 hours and in any event within 30 days beginning on the day after you place your order. If we are unable to dispatch the product within that time we will email to let you know and to give you an estimated delivery date. In these circumstances you have the right to cancel the order and receive a full refund. A business day is a day other than a Saturday, Sunday or a public holiday in the United Kingdom or your chosen shipping destination.
  • 11.3.2  An order placed after 5pm London time on a business day or placed on a non- business day will be deemed as placed on the next business day.

 

11.4  Tracking your order

Once we have shipped your order you will receive a confirmation email which contains a tracking number.
All products will be dispatched by CSM Logistics Limited (“CSM”) or first class signed for Royal Mail. Please note that we are not responsible for any unexpected shipping delays caused by circumstances relating to CSM or Royal Mail itself, including but not limited to clearance delays. If you have any queries as to the status of your order following receipt of your confirmation email, you should contact CSM directly on 020 7298 2200 or Royal Mail – http://www.royalmail.com.
Please note that we are not responsible for unexpected shipping delays caused by circumstances beyond our control including severe weather, fire, flood, storm, riot, civil disturbance, war, nuclear accident, terrorist activity and acts of God.

11.5  Restrictions

  • 11.5.1  Please note that we are not responsible for unexpected shipping delays caused by circumstances beyond our control including severe weather, fire, flood, storm, riot, civil disturbance, war, nuclear accident, terrorist activity and acts of God.
  • 11.5.2  Unfortunately we are unable to deliver to P.O. boxes or freight forwarding addresses.

 

11.6  Failed deliveries

  • 11.6.1  In the event that CSM or Royal Mail is unable to deliver your order due to you entering incorrect or incomplete address details, your refusal to pay any additional customs, taxes, duties or tariffs imposed by your chosen shipping destination or multiple failed attempts to deliver the product to your chosen shipping address, we are not responsible for any return shipping costs levied by CSM or Royal Mail.
  • 11.6.2  In such circumstances, you are responsible for the shipping costs associated with the return to us and redelivery of your order.

 

11.7  General

  • 11.7.1  As soon as the product is delivered to you, you are responsible for it.
  • 11.7.2  We want you to be happy with your purchase from Saudade-shop. If you are unhappy with the product in any way please contact our Customer Service Team on sale@saudade-shop.com as soon as possible.

11. CANCELLATION, RETURNS AND REFUNDS

You have certain rights under the law. These include:

  •  that any products supplied by us will be of satisfactory quality, fit for their

intended purpose, and will conform to any description given on this Website;

  •  certain remedies if a product is defective; and
  • a right under the Distance Selling Regulations to cancel your order within seven working days, beginning the day after the day on which you receive the product, and to receive a full refund, even if the product is not defective.

This right is subject to certain conditions and exceptions (see “Return of non-faulty products” below).
Nothing in these Terms is intended to affect these legal rights. For more information about your statutory rights contact your local citizens Advice Bureau or Trading Standards Office.

11.1 Return of non-faulty products

  • 11.1.1 We hope that you will be happy with your purchase from Saudade-shop. If not, you have the right to return the product to us and receive a full refund provided that you notify us in writing that you are cancelling your purchase no later than the seventh working day after the day on which you received your product.
  • 11.1.2 You may give us notice of cancellation by any written means (including email, or letter) but it will speed up the process for you and us if you contact us by email at sale@saudade-shop.com or write to us at this address [Attn: Saudade-shop , Unit 26/28, 60 Stanway St. , N1 2RE , London , United Kingdom] or telephone us on [0044 (0) 77 69 58 02 75].
  • 11.1.3 Please return the product in suitable packaging to ensure it reaches us in good condition, along with all original packaging, including but not limited to clothing, headgear, footwear, bags, perfumery, toiletries, cosmetics, stationery, jewellery, jewellery boxes, watches, glasses, figurines, traditional toys, musical instruments, books, pet accessories, art work, art cutlery, crockery, sunglasses and accessories, tiles, textile fabrics, blankets and rugs, mats, household linen, bedroom linen, table linen, napery, towels, curtains, voiles, household articles and furniture, authenticity cards and tags or original labels.
  • 11.1.4 Please note that you will be responsible for the cost of returning the product to us, unless it is faulty, incorrect or misdescribed, or unless we provided you with a pre paid returns label.
  • 11.1.5 We will refund the purchase price excluding the original delivery charge of any goods returned no later than 30 days from the day when you give us notice of cancellation.
  • 11.1.6 Please note that you do not have the right to return items tailored specifically to your specification, unless they are faulty or have been misdescribed.

 

11.2 Return of faulty products

If a product is faulty or does not meet the description given on the website at the time you placed your order, please contact us as soon as possible at sale@saudade-shop.con. We will refund the purchase price, delivery charge and any reasonable costs you incur in returning it to us.

 

11.3 Reasonable care of products

We request that you take reasonable care of the product prior to return – in particular this means that the product must not have been damaged, scratched, crumpled ,dented, scribbled, torn, sharpened, broken, washed, altered or worn excessively and that any labels or tags should not be removed and in particular in the case of (i) footwear that it should not have been worn outdoors such that the soles have become marked; and (ii) products with a hygiene seal that the hygiene seal is still intact.
Please note that if you fail to take reasonable care of unwanted products, or fail to return the product to us, we will be entitled to make a claim against you for any losses which we suffer.

11.4 Address for returns

  • 11.4.1 Please return all items to us at: [Attn: Saudade-shop , Unit 26/28 , 60 Stanway St. , N1 2RE , London , United Kingdom]

We recommend that returned products are sent using an insured, traceable delivery service. When you notify us about your return we might be able to provide you with a pre paid returns label, if we do please use the free label provided.

12. OUR GOODWILL RETURNS POLICY

12.1 Our goodwill returns policy is in addition to your legal rights and does not affect your legal rights under the Distance Selling Regulations or any other legislation as outlined above.

12.2 In the unlikely event that you are not satisfied with your purchase from Saudade-shop, we offer a refund or exchange (where there is no legal right to a refund or exchange) on non-faulty products when they are returned in a saleable condition no later than 14 days after the day on which you received your product.

12.3 Please note that products purchased in any sale or clearance and all footwear, jewellery and eyewear are excluded from goodwill returns. Such items can only be refunded or exchanged in accordance with your legal rights.

12.4 We will only offer a goodwill refund or exchange on a product which has been given an authorisation number. If you wish to obtain an authorisation number, you must e-mail sale@saudade-shop.com with your name, address, order details, order number, original sales receipt, details of any products for which you wish to exchange and a brief outline of the reasons for the return or exchange.

12.5 We will refund the purchase price excluding the original delivery charge of any products returned no later than 30 days from the day when you give us notice of cancellation.

12.6 Saudade-shop reserves the right to refuse a goodwill return if the returned Products are not in a saleable condition. This does not affect your legal rights.

11. PERSONAL DATA AND PRIVACY

11.1 When we collect your personal information

We collect your personal information when:

  •  you create an on-line account;
  •  you place an order;
  •  you make a complaint or enquiry or provide other feedback to us; or
  •  you disclose your personal information to us or otherwise through the Website at any other point.

 

11.2 How we use your personal information

We use your personal information to:

  • process the registration of your on-line account and maintain your on-line account;
  • process and complete orders you place via the Website;
  • process and deal with any complaints or enquiries made by you;
  • monitor, develop and improve the Website and your experience;
  • investigate any suspected breach of these Terms or otherwise relating to you;
  • where (and only where) requested by you, to send you and keep you updated with information by [email/post/telephone/sms] about existing and new services and special offers from us;

 

11.3 Cookies

We may obtain information about your general internet usage by using a cookie file which is stored on the hard drive of your computer. Cookies contain information that is transferred to your computer’s hard drive. They help us to improve our site and to deliver a better and more personalised Service.
You may refuse to accept cookies by activating the setting on your browser which allows you to refuse the setting of cookies. However, if you select this setting you may be unable to access certain parts of our Service. Unless you have adjusted your browser setting so that it will refuse cookies, our system will issue cookies when you log on to our site. For more information about cookies and how to disable them see www.allaboutcookies.com.

11.4 Security

All information you provide to us is stored on our secure servers. Any payment transactions will be encrypted [using SSL technology]. Where we have given you (or where you have chosen) a password which enables you to access certain parts of our site and/or service, you are responsible for keeping this password confidential. We ask you not to share a password with anyone.
The security of personal data is important to us. We maintain appropriate administrative, technical and physical safeguards to protect personal data against accidental or unlawful destruction, accidental loss, alteration, unauthorised disclosure or access, use and all other unlawful forms of processing of the personal data in our possession.