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.
_
If you have a question regarding dimensions, please contact our customer service team on info@saudade-shop.com
_
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
11.4 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
11.6 Failed deliveries
11.7 General
11. CANCELLATION, RETURNS AND REFUNDS
You have certain rights under the law. These include:
intended purpose, and will conform to any description given on this Website;
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
11.2 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
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:
11.2 How we use your personal information
We use your personal information to:
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.
