Shipping Charges

We aim at shipping worldwide, however we have not set up any automatic shipping rates as depending on the items of your order and destination, shipping costs can vary a lot.  Our team will calculate the shipping charges based on each order request received and will email you the details and options as for the delivery for you to choose and finalise your order.  For this reason, it is not possible to complete your purchase online when checking out your cart.  Please kindly allow up to 2 business days for us to revert with the delivery options for your order.  Payment will be then processed when the shipping charges are validated by you and package sent.  Obrigada!

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Exchanges, Returns & Refunds

Any items purchased on our online shop, except for the items produced upon request (such as Rudima rugs) or personalized for the customer can be returned up to 14 days after delivery of the package.  However any shipping charges that may incur when returning the products are on the customer responsibility and only the cost of the merchandise alone (excluding shipping costs) will be refunded when the returned products are well received.  The products must be returned in perfect conditions, with the original packaging fully intact and the original labels still attached to each product.  You can find more details about our return policy in our terms and conditions.

Terms & Conditions

PRIVACY

The personal information you fill in into LOJA by Casa Mae Online will only be used in order to fulfill the undertakings LOJA by Casa Mae Online have and to assure you the best service. LOJA by Casa Mae Online will not let a third party see or use your personal details without your prior consent. You have the right to see your personal details upon request. If the information is incomplete or incorrect, you have the right to have the information corrected or deleted.
If you wish to end your subscription of information from LOJA by Casa Mae Online, please send an email to shop@casa-mae.com .

COOKIES

Cookies are used by the LOJA by Casa Mae Online in order to improve your experience when browsing and using the website. The cookie identifies your computer and allows the site to remember your personal settings. LOJA by Casa Mae Online will not operate properly when cookies are disabled in your web browser.

 

DISCLAIMER

LOJA by Casa Mae Online’s ambition is for the website to always be up and running, however LOJA by Casa Mae Online cannot guarantee this.

LOJA by Casa Mae Online cannot guarantee that all the products shown are available at the time you place your order. In the event the product you order is no longer available you will be contacted by e-mail shortly after placing your order.

Due to the color settings of your computer, the colors of the products shown in the pictures in the LOJA by Casa Mae Online can differ from their actual colors. LOJA by Casa Mae Online cannot be held responsible for any such discrepancy.

 

PRICES

All prices in the LOJA by Casa Mae Online are stated in EUR. The price of each product is stated excluding shipping costs but including Portuguese VAT.

 

VAT

All our prices include 23% VAT or 6% VAT depending on the items (Portuguese tax). Customers buying through a company with registered tax number based in the European Union (excluding Portugal), will have the VAT charge removed in the final invoice as such transactions benefit from VAT payment exemption.

 

PRICE CHANGES

LOJA by Casa Mae Online reserves the right to change prices of the products sold. The prices of the products will, during the time of placing an order, be valid throughout that specific process.

PAYMENT

LOJA by Casa Mae Online accepts payment via  VISA / Mastercard (Unicre SA), bank wire. The full payment is charged when the package is dispatched. Credit card payment is made with our RedUnicre. All transactions are encrypted and 100% secure.

SHIPPING CHARGES

Shipping charges will be added to your order and communicated by email from shop@casa-mae.com to the email address communicated by the Buyer when placing the order request.  Shipping charges will depend on the destination of delivery chosen as well as on weight and measurements LOJA by Casa Mae Online informs its Customers that these delivery times do not include Saturdays, Sundays and public holidays. The products are packaged so as to respect the standards of transport in force, and to ensure an optimal protection of the products during their delivery. An option of an additional insurance covering for potential damages during delivery is available – it is highly recommended when purchasing ceramics.  If the Buyer opts for not taking up any insurance and items arrive damaged to the destination, LOJA by Casa Mae Online cannot be held responsible for damages during delivery and will not provide compensation.

Wrong or not existing delivery addresses are the responsibility of the Buyer and can result in extra costs. The given delivery times are not binding, and are used as an indication. LOJA by Casa Mae Online cannot be held responsible should an event of force majeure occur, affecting production, availability, transport or delivery of the product. Transport times depend on the place of delivery. LOJA by Casa Mae Online informs Customers of the delivery times on a purely indicative basis, as given by the chosen transporter.

CURRENCIES

LOJA by Casa Mae Online cannot be held responsible for any currency changes or currency exchange rates any bank may have when exchanging the EUR into any other currency.

UNCOLLECTED PACKAGES

LOJA by Casa Mae Online will not pay shipping costs for uncollected packages.

 

EXCHANGES, RETURNS AND REFUNDS

During 14 days from the delivery of your package you may request to exchange or return your order. You must return the products to the LOJA by Casa Mae Online in perfect condition. Returns will only be accepted if the products are returned with the original packaging fully intact and the original labels still attached to each product. Any damage noted to a product arising from the product not being repackaged properly may lead to an only partial refund, or no refund in the event of the impossibility of resale in its state.  You must also return the original invoice. LOJA by Casa Mae Online will not compensate for returned packages lost in the return shipping. Any shipping charges that may incur when returning the products are on your/customer responsibility. The cost of the merchandise alone will be refunded unless an error has occurred on the part of LOJA by Casa Mae Online. Refunds for returned products will be made as soon as possible, 30 business days at the latest, after LOJA by Casa Mae Online receives the returned products. The refund will be made to the credit/debit card / bank account you used for the order in question. Please note, that additional duties, taxes or any additional charge you may have will not be refunded by LOJA by Casa Mae Online.

All the items on the site can be returned, except those marked to the contrary and the items produced upon request such as the Rudima x Casa Mae rugs. In any case, the right to cancel does not apply for products which have a personal character or have been made according the specifications of the Customer.

 

CONTACT INFORMATION TO CUSTOMER SERVICE

If you have any questions please contact the customer service at shop@casa-mae.com .

This site is operated by Casa M Lagos Unipessoal Lda (hereafter named: LOJA by Casa Mae Online), whose head office and place of business are located at rua Jogo da Bola 41, Lagos 8600-717, Portugal, with registered number (NIF) and VAT number is PT513401547.

 

FEEDBACK AND COMPLAINTS POLICY

We welcome any comments about our service, so that we can improve what we are doing. We aim to deal with any problems quickly and fairly. If you have reason to complain about our service, please email our Customer Services Team (shop@casa-mae.com) stating clearly that you are making a complaint. Our aim is to respond to your complaint within a few working days, either resolving the complaint, or with a timescale for resolution.