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Faulty Items
If you have received a faulty item, please contact us for a Returns Authorisation before returning it.
Orders are set up in our studio prior to despatch, and should reach you in perfect condition. If an order appears damaged on arrival, you must inform us at the earliest opportunity, preferably on the day of receiving the goods. Please keep all packaging materials in case this should be needed by our insurers. Once we receive the damaged order, we will assess it for replacement. Please note: failure to inform us immediately of damaged orders may render you liable for associated charges.
Incorrectly supplied items
Our staff are our greatest asset, being friendly, knowledgeable and helpful to the extreme. They are of the species Homo sapiens, which has one minor drawback: they are human and so do very occasionally make mistakes. If an item you have received is not what you ordered, please contact us for a Returns Authorisation before returning it. We will then exchange this for the correct item.
All other returns
If you have purchased items via this Web site, you have a seven-day cooling-off period in which to return items if they are unsuitable. The goods must be in exactly the same condition you received them in – and must be notified to us within 3 days of purchase. The goods must be returned within 7 days. Goods returned that are not in the same condition that they were sent out in may incur a re-stocking charge. Please contact us first, for a returns authorisation. Any goods returned without a valid returns authorisation will be returned to you.
We are unable to accept returns from outside the EEC. The reason for this is that sales tax & duty would be charged by the Portuguese Customs on re-entry to Portugal which we cannot reclaim. Sales outside the EEC are on a firm order basis only.
