RETURNS
Provided that the items/products are intact, sealed, complete, and in their original packaging—which must not be damaged, altered, or scratched—the customer may return one or more items within 14 days of receiving the order. It is important that the customer ensures that the returned product(s) arrive at our physical store within 14 days of delivery.
You should also note whether the product(s) being returned were purchased as part of a promotional campaign and, as a result, included a free gift. If so, the customer must return the product(s) in question along with the free item received at the time of purchase. Both items must comply with the rules and guidelines mentioned above.
For a product bundle, only the complete bundle may be returned. If you wish to return only one product that is part of a bundle or set of products, you must return all the products included in that bundle. All products must comply with the rules outlined above.
The item(s) to be returned must be sent by certified mail to the following address:
ISABEL MARIA FERREIRA DOS SANTOS – PROJECTS, SOLE PROPRIETORSHIP LDA
13 Costa Gomes Street, Ground Floor
4700-262 Braga, Portugal
In addition, before shipping the product(s) to be returned, the customer must contact us via email at encomendas@isabelsantosatelier.pt, providing the order number, a description or product code of the item(s) to be returned, and a description of the problem and/or the reason for the return.
We will not accept returns of items that have been opened, are incomplete, damaged, scratched, or lack their original packaging and/or label. If we receive products in any of the conditions mentioned above, the customer loses the right to a refund and will have 10 days to pick up the product(s) at our physical store, bearing the costs of pickup.
- UNDELIVERED ORDERS
If an order is not delivered for reasons attributable to us (such as loss), we will refund the full amount paid.
If the reason for the “failure to deliver” is attributable to the customer, the amount to be refunded will be reduced by the shipping and return costs.
- CANCELED ORDERS
An order can only be canceled:
- If payment has not yet been made
- The order has not yet been processed
- HOW TO RETURN OR EXCHANGE AN ORDER
3.1. For in-store purchases:
- The order must be dropped off at our store along with the corresponding sales receipt.
3.2. If you make a purchase on our website:
- Please contact us via email encomendas@isabelsantosatelier.pt, providing your order number, a copy of the invoice, a photo of the product in question, and a description of the problem. Once you’ve contacted us, we’ll provide you with the necessary instructions to proceed with the exchange or return of your order.
Notes:
- Under no circumstances should you send the items without first contacting us or waiting for a response to your email report, as they will not be accepted;
- Shipping costs to our address are the customer’s responsibility, except in cases where the reason for the return or exchange is attributable to us or the carrier;
- Exchanges or refunds will only be processed after the condition of the product has been verified.
- RETURNS
The deadline for returning or exchanging an order is 14 days after receipt. Returns will only be accepted if the products are in their original, unopened packaging and accompanied by the corresponding purchase invoice.
4.1. Products returned after the 14-day deadline
Within 14 days of receiving the order, any return or exchange of products will only be considered if a “just cause” is cited and accepted by the Isabel Santos Atelier team.
- EXCHANGES AND REFUNDS
5.1. Procedures
Isabel Santos Atelier does everything possible to issue refunds to customers as quickly as possible. However, please note that it may take up to 48 hours from the time we receive the return at our physical store.
After receiving and inspecting the product in the event of a return, Isabel Santos Atelier will refund the amount in question via bank transfer.
In the event of an exchange, after receiving and inspecting the returned product, Isabel Santos Atelier will ship the product selected for exchange.
5.2. Costs
If the reason for the return is our fault—for example, if the product is defective or there was an error in processing the order—we will refund the full amount paid by the customer. However, if the order consists of multiple products and only a portion of them is returned or exchanged, shipping costs will not be refunded.