Shipping and returns

Deliveries

Our partner for sending orders is CTT. Deliveries will be made on business days during working hours, so weekends and holidays are not included in accounting for delivery times. Delay in delivery within the deadline stipulated in the purchase process does not entitle you to compensation.

Costs and delivery times will be communicated to the customer at the time of ordering. When placing an order, the customer is accepting these costs and deadlines.

The purchase receipt/invoice will be sent together with the order itself, or, if necessary, by email.

Delivery will be made to the address indicated by the customer when placing the order. In case of absence, they can be left for collection at the nearest CTT post. Atelier Maravilhas is not responsible if delivery is not made due to incorrect completion of the details for sending the order.

The shipping costs accepted by the customer at the time of purchase correspond to a service provided by Atelier Maravilhas or its distribution partners that only aim to deliver the order from point A (Atelier Maravilhas headquarters) to point B (address indicated by the customer).

Shipping costs vary depending on the weight, volume of the order and delivery location. The price already includes the material necessary for packaging, always safeguarding the fragility of the packaging contents with the “fragile” label. Certain that the products are fully packaged, Atelier Maravilhas does not assume responsibility for damages that may occur during transport.

If the customer does not claim the order from the transport entity within the time allowed and the order is returned to Atelier Maravilhas, then the customer will have to bear the transport costs of the new shipment. As such, you will not be able to cancel your order and place a new identical order to obtain free shipping again.

Cancellations and returns

If you purchased an item at www.ateliermaravilhas.pt, you have a period of 14 days, from the date of delivery, to return your order. If 14 days have passed since your purchase, we cannot offer a full refund or exchange.

Returned products, to be refunded, must be in the same condition in which they were sent to the user, without any damage, anomalies, sealed and in their original packaging. To complete your return, we require a receipt or proof of purchase.

We recommend that the return be made by registered mail, with the return shipping costs being borne by the customer. Shipping costs are non-refundable. Please do not send your products to the manufacturer.

In case of unavailability of the product and/or out of stock, the customer will be informed of the partial or total cancellation of their order with the right to a refund of the respective amount paid.

Refunds

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

If approved, your refund will be processed and a credit will automatically be applied to your original payment method within a set period of days. A confirmation email will be sent to the user.

If the user receives the wrong product or if the product received is damaged, the price of the product will be refunded or we will ask for it to be collected so that it can be replaced.

For orders outside Portugal, the return value may vary according to the current exchange rate and the conditions will be indicated and defined by us.

Late or missing refunds

If you haven’t received a refund yet, start by checking your bank account again.

Then contact your bank as it may take some time for your refund to be officially posted.

If you have done all of this and have not yet received your refund, please contact us at geral@ateliermaravilhas.pt.

Exceptions

Exchanges or returns on personalized/customized/tailor-made products are not accepted.

Items sent free of charge, in the form of gifts or bonuses, will not be refunded.

Orders returned to headquarters

Orders returned with incorrect data and that exceed the value to obtain free shipping cannot request cancellation of the order and place a new identical order to obtain free shipping again. Therefore, an order must be placed with fewer or more products.

Defective items

In the event of a notable anomaly in the product received, the item must be sent to Atelier Maravilhas for analysis. The item can be exchanged or refunded, as long as the customer returns it within a maximum period of 14 days from the date the order was sent, by contacting us via email.

Atelier Maravilhas undertakes to carry out collection at the address indicated by the customer at no cost. After verification by the quality department, a response is given to the customer.

This process may take up to 20 days. If the anomaly is detected, a new product will be sent to replace it. If the item with the same reference is not in stock, the customer may choose another item of the same value or a refund for the value of the defective item. If the anomaly is not verified, the item is returned to the customer, against payment for shipping (in the amount of €2.95, to be made via bank transfer to an account to be indicated).

Products not shipped

If the customer receives an order with missing product(s), the customer has 14 days from the date of receipt of the order to report what happened. Unless prior notice, all products are sent in the same order.