Termos do serviço

Welcome to our store!

Carefully read all the information on the General Conditions of Sale, these define the rights and obligations of the parties within the scope of sales made through the Ourlinen.pt online store, describing the steps necessary to place the order and follow it.

When placing an order, the user declares that they have read and agreed to these terms and conditions by clicking on “I have read and accept the terms and conditions of sale, as well as the applicable privacy policy”.

The General Conditions of Sale are the only ones applicable and replace all other conditions, except prior express and written agreement.

Ourlinen.pt reserves the right to change the General Terms and Conditions of Sale, at any time without prior notice, with the conditions that are in force on the day the order is placed by the Customer being applied to each order. In omitted cases, the current distance selling law will apply.

ORDER IN THE ONLINE STORE

To place an order on the ourlinen.pt website, go to 24/24 and 7/7 days: www.ourlinen.pt.

PRODUCT INFORMATION

Always read carefully the instructions for use of each product, and if you have any questions, use the contact form or send us an email to info@ourlinen.pt or contact us by phone or WhatsApp at +351 913617454 (call national mobile network), before any use.

The photographs that illustrate the products do not enter into the contractual field and do not replace any commitment on the part of Our Linen.

ORDERS

Whenever placing an order, the Customer must provide all the data necessary to register and send their order, filling in all the mandatory fields for this purpose.

Upon receipt of the order, the Customer will receive a confirmation of the order placed by email, which does not, however, constitute definitive acceptance. The order is only considered final after Our Linen sends an email confirming your order.

Our Linen sends the order confirmation email after full payment by the Customer.

In cases where the Customer does not make payment within 4 working days, counting from the date of placing the order, it is considered cancelled.

SHIPPING & TRANSPORTATION

Once your order is shipped, you will receive a shipping confirmation email with tracking information. We are not responsible for lost or stolen orders. For questions related to your order, send us an email to info@ourlinen.pt or contact us via phone or WhatsApp at +351 913617454 (called the national mobile network).

We are available from Monday to Friday, from 9am to 5pm UGT/GNT Lisbon.

How are shipping costs calculated?

National and international shipping rates are calculated by the company responsible for delivery, based on the postal code and shipping destination. Please remember that international packages are subject to taxes and customs fees that are not calculated at checkout. Our Linen has no control over these fees charged at the time of delivery. Please contact your country's local customs office to determine fees in advance.

How long should I wait for my order?

After payment confirmation, Our Linen undertakes to process the order within 1 to 8 business days. Orders placed after 2pm GMT and on the weekend will be processed within 1 to 8 working days, starting from the following Monday. We do not ship orders on weekends or holidays.

If for any reason it is not possible to meet the maximum delivery time indicated, Our Linen will inform the Customer of this fact and will give them the option of keeping the order by establishing the new delivery date or canceling the purchase, in which case will be refunded the amount initially paid.

From there, it depends on the shipping option you choose!

Correios Portugal: 5 to 15 working days.

Carrier Portugal: 1 to 3 business days;

Europe Post Office: 10 to 25 business days;

Carrier Europe: 2 to 8 business days;

International Mail: 1 to 6 weeks.

Please note that this information is provided by the post office and the carrier used. There may be delays and therefore these numbers may not correspond to reality.

We are not responsible for any delay in the delivery of orders resulting from strike or other situations on the part of the post office or the selected carrier.

Any complaint related to the transport service must be presented to this entity.

Our Linen does not assume any responsibility for orders returned due to incorrect address, lack of postal receptacle, not claimed within the deadline, among others.

How do I know when my order has been shipped?

You will receive an email with all the information and the tracking number, if you have chosen this method. You have

Make sure you have entered the correct email and that it has not gone to the spam folder.

Can I track the status of my order?

If you have ordered delivery by courier (Portugal and Europe), you will receive an email with a tracking number so you can track your order.

Do you ship orders on the same day?

Not at the moment.

How do I know that the order will be delivered to me personally?

We recommend that you consider the following information:

Shipping company:

All courier orders require a signature upon delivery;

We cannot redirect orders once items have been dispatched, so please ensure there is someone who can sign for your order at the specified shipping address;

The carrier does not deliver to PO Box or General Delivery;

If the carrier cannot find anyone at the address indicated, they will try to contact you, leaving an email with instructions. After 1 week, our Customer Service will contact you directly via email;

It is the customer's responsibility to pay attention to the email to obtain information from the carrier. If no one is there to receive the carrier, the carrier will not contact the customer to advise the specific time of the new delivery. Choose an address where there is always someone who can sign.

It is also the customer's responsibility to contact the carrier using the data sent by the carrier, and if you are unable to do so after several contact attempts, Our Linen can help.

Standard Normal Mail

Orders by Standard Mail (without tracking/shipping number): there is no way to track, so we recommend safer shipping, via courier or post with a shipping number. There is an associated cost, but the security is greater!

If you have requested shipping via Standard Mail (without tracking), there may be delays or other situations where the responsibility does not lie with Our Linen, but rather with the Customer when choosing the delivery method, bear in mind that, despite the costs, there are safer for you!

Safe

We insure each purchase during the time it is in transit until it is delivered to you. We require a signature for any goods delivered, and from then on the responsibility for the goods purchased becomes yours. If you are not the recipient of your purchase (for example, sending a gift), the person signing the delivery receipt will confirm receipt and will be responsible for the order.

STOCKS AND AVAILABILITY

Our Linen respects the shipping deadlines for an order as long as stock is available.

In the event that one of the ordered products is not available in stock, Our Linen will contact the customer by email or telephone within a maximum period of 8 working days, counting from the date of the order, in order to inform the new product delivery time.

PRICES

The prices of products presented for sale in Portuguese national territory are invoiced in euros and include VAT, at the legal rate in force, excluding transport costs.

All expenses that occur due to the payment method chosen by the Customer, in particular bank fees and charges, customs duties and charges of a similar nature, must be borne by the Customer.

We inform you that, if the price indicated is incorrect and clearly derisory, regardless of its cause (computer error, manual error, technical error, etc.) the order will be cancelled, even in cases where it appears that the order has already been confirmed.

Our Linen reserves the right to modify prices at any time, without prior notice.

PAYMENT METHODS

We accept all major credit cards. For more options, please send an email to info@ourlinen.pt.

Exchange or Return

To request an exchange or return, please contact our customer service through the phone number or email provided in the “Contact Us” section. Shipping costs are the customer's responsibility, and the product travels at their own risk.

Conditions for Exchange or Return:

The request must be made within 14 days of purchase.
A receipt or proof of purchase must be provided.
The item must be in its original condition, unused, and returned with the original packaging intact.
Refunds will be issued using the same payment method as the original purchase.

Exclusions:

We do not accept exchanges or returns for:

Used or unsealed products
Products in poor condition

Defective or Non-Conforming Products:

If a product is defective or does not conform to its description, an exchange may require prior evaluation by the official brand's technical support.

DATA PROTECTION

Our Linen undertakes not to make any personal data available to third parties, without the express written consent of the Customer, except in cases of legal imposition of data disclosure.

We reserve the right to present personal data relating to the Customer and bank branches, but only to the extent strictly necessary for credit verification purposes.

For more information, consult the Privacy Policy.

DISPUTES AND RESPONSIBILITIES

Disputes

Alternative resolution of consumer disputes (RAL) Law no. 144/2015 of 8 September.

In the event of a consumer dispute, the consumer can use the European Online Dispute Resolution Platform available at http://ec.europa.eu/consumer/odr or the following alternative consumer dispute resolution entities:

For more information, see the Consumer Portal at www.consumidor.pt

The court at Our Linen's headquarters will have jurisdiction to resolve any and all disputes arising from the interpretation or execution of these General Conditions.

Responsibilities

Our Linen is not responsible for delays or non-compliance with contracts due to force majeure, disturbances, total or partial strike, postal services and means of transport or communication, flood, fire or war. Our Linen is not responsible for any indirect damage, loss of exploitation, loss of benefit, loss of opportunities, damages or fees that may arise from the purchase of any product presented on the website.

Our Linen does not assume any responsibility for misuse or misuse, nor for wear and tear resulting from normal use of the products it sells.

Due to its natural origin, small variations in texture,colour, or the presence of small marks are inherent characteristics of the fabric and are not considered defects.

The application and use of the products sold are the sole responsibility of the customer, who must carefully read the respective instructions for use, application and operation. The customer must verify that the product purchased corresponds to the one he ordered. In accordance with Law No. 24/96 of July 31st and Decree-Law No. 67/2003 of April 8th.

PERSONAL DATA PROTECTION

Please see our privacy policy.

INTELLECTUAL PROPERTY

All content on the ourlinen.pt website (illustrations, texts, titles, brands, images, videos) is the property of Our Linen, its co-contractors or partners. The partial or total reproduction of the content through any procedure and on any support is subject to prior and express authorization from Our Linen. All information, content, documents and software offered by our services are protected by Portuguese and international legislation, with regard to intellectual property and copyright. Our Linen cannot authorize the copying, presentation or distribution of content for which you do not have the intellectual property rights. Any fraudulent use of rights obtained by third parties constitutes a crime of counterfeiting, severely sanctioned by the Intellectual Property Code. Our Linen will not be responsible, in any way, for a user's violation of rights obtained by third parties and perpetrated by the latter's activities on the website.