SHIPPING POLICY

DELIVERY PROCESS

Once the order is dispatched, the customer will receive a confirmation email with the respective invoice and the shipping number assigned by the carrier. 

Orders are delivered from Monday to Friday, except for local or national holidays, to the address provided by the customer when placing the order.

The customer can receive the order wherever they wish. To do so, simply provide the address where you will be present between 8:00 AM and 6:00 PM on the scheduled delivery day. Two delivery attempts will be made at the address provided by the customer by a courier from the transport service.

Note: It is not possible to choose a specific delivery time, as it will be conditioned by the courier's route on the day of delivery, defined by the transport service.

Providing an incorrect or incomplete delivery address may result in the return of the order to INÊS FRANCO and incur additional costs for the customer, so it is recommended to always ensure that the delivery address provided when placing the order is correct and complete. Once the order is placed, it is not possible to change the delivery address or billing information provided.

INÊS FRANCO offers the following delivery services:

CTT (Portuguese Postal Service):
For international orders, Azores and Madeira Islands The order will be sent to the address selected during registration.

In case of absence, a notification will be left for the recipient to pick up the order at the post office station in their area of residence. The deadline for picking up the order is three working days from the date of the delivery attempt. If the recipient cannot pick up the order personally, it can be picked up by third parties, provided that the notification is signed according to their identity card or citizen card and a copy of this identification document is presented for verification. If the order is not picked up within three working days, it will be returned to INÊS FRANCO.

If the delivery address provided by the customer is incorrect or incomplete, the CTT courier will not be able to leave a notification for the customer, so the order will immediately enter the return process to INÊS FRANCO.

- DELIVERY TIMES:  

Madeira and Azores - For the autonomous regions, the standard may be extended depending on transport limitations.

Europe - Once the order is dispatched, the delivery time is 5 working days.

Rest of the World - Once dispatched, the delivery time is 7 working days.

 Note: Delivery times are indicative and, therefore, are only considered valid when there are no physical or structural impediments (e.g., incorrect addresses or major contingencies such as strikes, loss of connection, inclement weather, etc.).

 

MRW
For mainland Portugal

The order will be sent to the address selected during registration.

If the recipient is unable to receive the order, they can arrange for a new delivery with the carrier. If the customer is not at the location after the second delivery attempt, the courier will leave a notification for the order to be picked up at the nearest MRW store to the delivery address.

If the delivery address or contact provided by the customer is incorrect or incomplete, the courier will not be able to leave a notification for the customer, so the order will immediately enter the return process to INÊS FRANCO.

- SHIPPING COSTS:

Shipping costs are automatically calculated by our system and depend on the geographical location.

REFUND OF SHIPPING COSTS

There are three possible situations in which the issue of refunding the shipping costs of the order may arise:

i) Non-delivery of the order due to reasons attributable to INÊS FRANCO or the carrier: the customer will be fully refunded the amount they may have paid for shipping costs. A member of the returns and refunds department of INÊS FRANCO's Customer Support will contact the customer to confirm the right to a refund of the shipping costs and to provide any additional clarification on this matter.

ii) Error in the product(s) shipped or shipment of defective product(s): the customer will be fully refunded the amount they may have paid for shipping costs only if the error or defect affects all of the products shipped. For more information on this matter, please refer to section 1.7 below.

iii) Right of Withdrawal: in compliance with the provisions of Articles 10 and 11 of the legal framework applicable to distance contracts and contracts concluded outside business premises, the customer may exercise their right of withdrawal within 14 days from the day they acquire physical possession of the ordered product or, if the order consists of several items that are delivered on different days, from the day they acquire physical possession of the last of the items delivered. To exercise this right, the customer must send INÊS FRANCO, before the aforementioned deadline, an unequivocal declaration of withdrawal from the contract, and may, for this purpose, use the model Withdrawal Form available here. INÊS FRANCO will fully refund the amount the customer may have paid for shipping costs. A member of the returns and refunds department of INÊS FRANCO's Customer Support will contact the customer to confirm the right to a refund of the shipping costs and to provide any additional clarification on this matter.

Procedures applicable in case of incidents:

In the event that a prepaid order is returned to INÊS FRANCO for reasons not attributable to INÊS FRANCO, INÊS FRANCO will refund the amount paid for it, excluding the costs related to shipping and return. Prepaid orders are those paid for by PayPal, Multibanco, or Mb Way.

If the original payment was made by Multibanco or Mb Way, the customer will be contacted to provide the necessary bank details for the refund, if they authorize it.

If the reason for the unsuccessful delivery and return of the order is the responsibility of the carrier, regardless of the chosen payment method, the customer must submit a written complaint, which will be analyzed by the carrier. If the problem with the delivery was caused by an incorrect or incomplete address, the customer must attach proof of address (for example, an electricity, water, or gas bill) to the complaint.

 

CANCELLATION OF ORDERS 

The customer can only cancel their order if it has not yet been paid for and is not yet in processing. If this is the case, simply send an email to loja@inesfranco.com requesting the cancellation of the order. This email should include the order number that was assigned and sent to you in the confirmation email.

 

PRODUCT INFORMATION

Orders may also not be shipped for other reasons, such as:
- Product out of stock;
- Inability to obtain payment authorization;
- Order deemed fraudulent.

All products, campaigns, promotions, and offers are limited to available physical stock and/or the units stipulated for the campaign.

INÊS FRANCO is not responsible for any product or service advertised by third parties and available on any hyperlink, nor for any claims of quality or performance made by them. The customer is hereby advised that other web pages, including, among others, hyperlinks or pages with a hyperlink to this one, may contain material or information that some people may consider inappropriate or offensive, that is inaccurate, false, wrong, or misleading, that is defamatory or libelous, that infringes the rights of third parties, or that is otherwise unlawful. INÊS FRANCO expressly disclaims any responsibility for the content, legality, decency, or accuracy of any information and of any products or services present on any hyperlink or any page with a hyperlink to this one.

 

SIGGESTIONS AND COMPLAINTS

The opinion of our customers is very important to us, as it allows us to improve the services we provide. Therefore, if for any reason our customers are not satisfied with our services, or if they have any suggestions, we appreciate it if they take a few minutes to report any situation, preferably by sending a message to Customer Support.

If the complaint is related to a specific order, customers have 14 days from the receipt of the order to contact Customer Support, reporting the detected problem.

If the customer has received a defective or damaged product, or if the received product is different from what the customer actually ordered, they must attach a video to their complaint or, at least, some photographs clearly showing both the detected problem and the condition of the box in which the order was delivered.

The customer should also keep in their possession, until further notice from Customer Support, both the defective, damaged, or exchanged product and the respective order box.

If, at the time of delivery, the external condition of the box is not in perfect condition, the customer should reject the delivery, with the risk that the complaint may not be accepted.

 

ALTERNATIVE DISPUTE RESOLUTION

In case of dispute, the consumer may resort to the entities for Alternative Dispute Resolution identified on the consumer portal at www.consumidor.pt, or to the entities for Online Dispute Resolution identified at https://webgate.ec.europa.eu/odr.

The currently existing alternative dispute resolution entities are as follows:

CNIACC - National Center for Information and Arbitration of Consumer Conflicts  
General competence 
E-mail: cniacc@unl.pt 
Web: http://www.arbitragemdeconsumo.org

Center for Information, Mediation, and Arbitration of Consumer Conflicts of the Algarve 
Geographical area covered - contracts concluded in the District of Faro  
E-mail: apoio@consumidoronline.pt 
Web: http://www.consumidoronline.pt/

Center for Arbitration of Consumer Conflicts of the District of Coimbra  
Geographical area covered - contracts concluded in the municipalities of: Arganil, Cantanhede, Coimbra, Condeixa-a-Nova, Figueira da Foz, Góis, Lousã, Mira, Miranda do Corvo, Montemor-o-Velho, Oliveira do Hospital, Penacova, Penela, Soure, Tábua, Vila Nova de Poiares. 
E-mail: geral@centrodearbitragemdecoimbra.com 
Web: http://www.centrodearbitragemdecoimbra.com

Center for Arbitration of Consumer Conflicts of Lisbon  
Area of jurisdiction - contracts concluded in the Lisbon Metropolitan Area: Lisbon, Alcochete, Almada, Amadora, Azambuja, Barreiro, Cascais, Lisboa, Loures, Mafra, Moita, Montijo, Odivelas, Oeiras, Palmela, Seixal, Sesimbra, Setúbal, Sintra, and Vila Franca de Xira. 
E-mail: juridico@centroarbitragemlisboa.pt / director@centroarbitragemlisboa.pt 
Web: http://www.centroarbitragemlisboa.pt

Center for Consumer Information and Arbitration of Porto  
Area of jurisdiction - contracts concluded in the Porto Metropolitan Area: Arouca, Espinho, Gondomar, Maia, Matosinhos, Oliveira de Azeméis, Porto, Póvoa de Varzim, Santa Maria da Feira, Santo Tirso, São João da Madeira, Trofa, Vale de Cambra, Valongo, Vila do Conde, and Vila Nova de Gaia. 
E-mail: cicap@mail.telepac.pt 
Web: http://www.cicap.pt

Center for Arbitration of Consumer Conflicts of the Vale do Ave / Arbitration Tribunal  
Geographical area covered - contracts concluded in the municipalities of: Cabeceiras de Basto, Fafe, Felgueiras, Guimarães, Póvoa de Lanhoso, Póvoa de Varzim, Santo Tirso, Trofa, Vila do Conde, Vila Nova de Famalicão, Vizela, Vieira do Minho, and Vizela. 
E-mail: triave@gmail.com 
Web: http://www.triave.pt

CIAB - Center for Information, Arbitration, and Consumer Conflicts  
Geographical area of Amares, Arcos de Valdevez, Barcelos, Braga, Caminha, Esposende, Melgaço, Monção, Montalegre, Paredes de Coura, Ponte da Barca, Póvoa do Lanhoso, Terras do Bouro, Valença, Viana do Castelo, Vila Nova de Cerveira, Vieira do Minho, and Vila Verde.
Email: geral@ciab.pt 
Web: http://www.ciab.pt

Center for Arbitration of Consumer Conflicts of Madeira
Email: centroarbitragem.sras@gov-madeira.pt 
Web: http://www.srrh.gov-madeira.pt

 

WARRANTY 

Being one of the fundamental rights of consumers the access to goods and services corresponding to those contracted and with the guarantee of correct operation, INÊS FRANCO will ensure, for a period of 24 months from the date of purchase (except in the case of perishable goods), the quality of its products, offering customers, in cases where legitimate, their replacement.