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Portuguese goods curated by Pedro da Costa Felgueiras

Welcome to our customer services portal.

If you have any questions, concerns or comments please contact our customer services department at info@saudade-shop.com

11.  OUR AGREEMENT

11.1  Acceptance of Terms
Your use of www.saudade-shop.com (the “Website”) and any purchases made via the Website are governed by these terms and conditions (“Terms”). These Terms apply irrespective of how the Website is accessed and cover any technologies or devices by which we make the Website available to you.
You must read these Terms carefully and we recommend you keep a copy of these Terms for future reference. By accessing, browsing, using or placing an order via the Website, you confirm that you have read and accept these Terms. We will not file a copy of any orders made by you.
These Terms are only available in the English language.

11.2  The ordering process and order confirmations
If you place an order via the Website this constitutes an offer by you to buy from us the relevant product(s). All orders are subject to availability and to acceptance by us. We will send you an email acknowledging receipt of your order. Please note that this does not constitute acceptance by us. The contract between you and us for the products is formed when we despatch the ordered product(s) to you, unless we have notified you that we do not accept your order.

12.  GENERAL INFORMATION ABOUT US

We are Saudade-shop, a british based company. Our offices are at Unit 26/28, 60 Stanway Street, N1 6RE, London, United Kingdom.
If you have any questions, complaints or comments about this Website then please contact us on info@saudade-shop.com

13.  YOUR USE OF THE WEBSITE

13.1  Your promises to us You confirm that:

  • you are over 18;
  • all information and details provided by you to us are true, accurate and up to date in all respects and at all times. If you need to update your details, you can contact us by email at info@saudade-shop.com
  • you will comply with the restrictions on your use of the Website as set out in these Terms; and
  • in relation to any material submitted to or posted on the Website by you that you have the right to do so and have obtained all necessary licences and or approvals.

13.2  You acknowledge that we have limited control over the nature and content of information and programs transmitted or received by you or other users of the Website. You agree to compensate and defend us fully against any claims or legal proceedings brought against us by any other person as a result of your breach of these Terms.

13.3  If we take legal action against you for non-payment or any other breach of these Terms and a court makes an award in our favour you will be responsible for all costs allowable by the Courts.

13.4  User conduct You agree that in using the Website you will not:

  • use the Website for any unlawful purpose;
  • use the Website in any way that interrupts, damages, impairs or renders the Website less efficient;
  • transfer files that contain viruses, trojans or other harmful programs;
  • access or attempt to access the accounts of other users or to penetrate orattempt to penetrate the Website security measures;
  • email or otherwise disseminate any content which is defamatory, obscene, or may have the effect of being harassing, threatening or abusive to an individual or group of individuals on the basis of religion, gender, sexual orientation, race, ethnicity, age or disability or otherwise;
  • advertise or promote third party or your own products or services including by way of the distribution of ‘spam’ email; or
  • use the Website for any purpose other than your personal use.

We reserve the right to suspend, restrict or terminate your access to the Website at any time without notice if we have reasonable grounds to believe you have committed a serious breach of these restrictions. This shall not limit our right to take any other action against you that we consider appropriate to defend our rights or those of any other person.

13.5  Rights granted and rights reserved

Your use of the Website and its contents grants no rights to you in relation to our intellectual property rights including, without limitation, copyright, design rights, trademarks, logos, graphics, photographs, animations, videos and text or the intellectual property of third parties in the Website and its contents.
You may not copy, crawl, frame, reproduce, republish, download, post, broadcast, record, transmit, commercially exploit, edit, communicate to the public or distribute in any way the services, web pages or materials on the Website or the computer codes or elements comprising the Website other than for your own personal use. Subject to the above, you may download insubstantial excerpts of this content to your hard disk for the purpose of viewing it provided that no more than one copy of any information is made.
Any use other than that permitted under this clause may only be undertaken with our prior express authorisation.
By submitting information, text, photos, graphics or other content to us via the Website, you grant us a right to use such materials at our own discretion in any media including, without limitation, to edit, copy, reproduce, disclose, post and remove such materials from the Website.

13.6  Links to and from other Websites

You may establish links to the Website provided:

  • you link only to the home page of the Website;
  • you do not remove or obscure, advertisements, the copyright notice or other notices on the Website;
  • you give us notice of such link by sending an e-mail message to us at info@saudade-shop.com; and
  • you stop providing links to the Website immediately upon receipt of a notice requesting you to stop providing such links.

We may provide links to other Websites from time to time (via advertising or otherwise). You acknowledge that:

  • these links are provided for your ease of reference and convenience only;
  • we do not control such third party Websites and are not responsible for their contents;
  • our inclusion of links does not imply any endorsement of the material contained in such Websites or any association with their operators;
  • we will not be party to any transaction or contract with a third party that you may enter into via such sites;
  • we shall not be liable to you in respect of any loss or damage which you may suffer by using those Websites; and
  • you agree that you will not involve us in any dispute between you and the third party.

14.  PRODUCTS

14.1  Prices and payment

The price of a product shall be as stated on this Website at the time you place your order, except in the case of obvious error. We try and ensure that all prices on our Website are accurate but errors may occur. If we discover an error in the price of a product you have ordered before formation of a contract between us in accordance with section 1.2 of these Terms we will inform you as soon as possible and give you the option of either reconfirming your order at the correct price or cancelling it. If you cancel no payment will be taken from your card.

  •  Prices shown are inclusive of UK Value Added Tax.
  •  We accept payment by [credit card, debit card and PayPal].

Payment will be debited from your account at the time of or shortly before despatch of the product to you.

You confirm that the credit/debit card that is being used is yours. All credit/debit card holders are subject to validation checks and authorisation by the card issuer. If we do not receive payment and/or are notified that the issuer of your card refuses to authorise payment we will not accept your order and we will not be responsible for any delay or non-delivery and we are not obliged to inform you of the reason for the refusal.

We are not responsible for your card issuer or bank charging you as a result of the processing of your credit/debit card payment in accordance with your order.

15.  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.

15.1  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.

15.2 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.

15.3  Delivery

  • 15.3.1  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.
  • 15.3.2  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.

 

15.4  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.

15.5 Restrictions

  • 15.5.1  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.
  • 15.5.2  Unfortunately we are unable to deliver to P.O. boxes or freight forwarding addresses.

15.6 Failed deliveries

  • 15.6.1  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.
  • 15.6.2  In such circumstances, you are responsible for the shipping costs associated with the return to us and redelivery of your order.

15.7 General

  • 15.7.1  As soon as the product is delivered to you, you are responsible for it.
  • 15.7.2 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.

16. 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.

16.1  Return of non-faulty products

  • 16.1.1  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.
  • 16.1.2  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].
  • 16.1.3  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.
  • 16.1.4  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.
  • 16.1.5  We will refund the purchase price and original delivery charge of any goods returned no later than 30 days from the day when you give us notice of cancellation.
  • 16.1.6  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.

16.2 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.com . We will refund the purchase price, delivery charge and any reasonable costs you incur in returning it to us.

 

16.3 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.

16.4  Address for returns

  • 16.4.1  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.

17. [OUR GOODWILL RETURNS POLICY

17.1  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.

17.2  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.

17.3  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.

17.4  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.

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

17.6  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.

18. OUR LEGAL OBLIGATIONS AND LIMITS ON OUR LIABILITY

We accept liability for death or personal injury caused by our negligence or that of our employees and agents. We do not seek to exclude liability for fraudulent misrepresentation by us or our employees or agents.
You have certain rights under the law. These include that:

  • any products supplied by us to you will be of satisfactory quality and fit for their intended purpose; and
  • we will provide our services to you to a reasonable standard and within a reasonable time.

Nothing in these Terms is intended to or shall affect these statutory rights. For more information about your statutory rights contact your local Citizens Advice Bureau or Trading Standards Office.
If we breach these Terms we shall only be liable for losses which are a reasonably foreseeable consequence of such a breach, up to a maximum of [insert appropriate cap]. Losses are foreseeable where they could be contemplated by you and us at the time of entering into this Agreement.

We are not responsible for:

  • losses not caused by our breach;
  • indirect losses which are a side effect of the main loss or damage and which are not reasonably foreseeable by you and us at the time of entering into these terms, for example loss of profits or loss of opportunity;
  • any losses resulting from a contract you have entered into with a third party;
  • failure to meet any of our obligations under these Terms where such failure is due to Events Beyond our Control. “Events Beyond our Control” means any cause beyond our reasonable control which prevents us from fulfilling any of our obligations under these Terms and includes but is not limited to fire, flood, storm, riot, civil disturbance, war, nuclear accident, terrorist activity and acts of God.

19.  GENERAL

19.1  Changes to these Terms

We may need to amend these Terms from time to time to reflect changes to our Website or for legal, regulatory or security reasons. We shall use reasonable endeavours to notify you of any material changes to these Terms. You may end your agreement with us established by these Terms by giving us written notice if we tell you we are going to change these Terms to your detriment. Any orders placed by you and accepted by us under a previous version of the Terms will continue to be governed by such previous version of the Terms. These terms were last updated

19.2 Notices

If we need to notify you under these Terms, we will do so by email to the email address which you have given us. If you need to notify us under these Terms please do so by email to info@saudade-shop.com or sale@saudade-shop.com

19.3 Transfer of this Agreement

We may wish to transfer our rights or obligations or sub-contract our obligations under these Terms to another other legal entity. You agree that we may do so provided that:

  •  this will not adversely affect the standard of service you receive under these

Terms; and

  • in the case of transfer only, after we notify you of the date on which we will transfer our rights and obligations under these Terms to another legal entity, your only rights under or in connection with these Terms will be against the new legal entity and not against us.

These Terms are personal to you. You may not transfer your rights or obligations under these Terms to anyone else.

19.4 Other terms

If you breach these Terms and we take no action against you, we will still be entitled to use our rights and remedies in any other situation where you breach these Terms. If any part of these Terms is disallowed or found to be ineffective by any court or regulator, the other provisions shall continue to apply.

These Terms are not intended to give rights to anyone except you and us. This does not affect our right to transfer these Terms under section 9.3.

19.5 We will do our best to resolve any disputes over these Terms. If you wish to take court proceedings against us you must do so within the United Kingdom. If you live in England or Wales the laws of England and Wales shall apply, if you live in Scotland Scottish law shall apply and if you live in Northern Ireland the laws of Northern Ireland will apply.

110. PERSONAL DATA AND PRIVACY

110.1 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.

110.2 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;

 

110.3 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.

110.4 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.