terms-conditions

TERMS AND CONDITIONS

Welcome to Cantê Lisboa, Lda (“CANTÊ”) website located at www.cantelisboa.com (“the webite”). Cantê provides this webite as a service to our customers.

Please read the following Terms and Conditions (“Terms”) as they govern your use of our website.

By using our services, you automatically become bound by these Terms, if you do not agree please do not access, use the website or make purchases from Cantê’s online store.

These Terms and Conditions shall apply to all uses and orders placed on this site.

 

OUR PRODUCTS

The manufacturing of Cantê products is 100% Portuguese, always with high quality materials.

The choice of fabrics and accessories is always made with two important premises: sustainability and quality, ensuring durability and comfort in each piece.

We are always looking for more environmentally friendly solutions and therefore in the 2022 collection all linings are recycled and about 80% of the collection is made with 100% recycled fabrics.

In addition, and always thinking of our customers, most of the articles contain properties that protect against UV rays.

 

PRODUCT CHARACTERISTICS

We work to make the product images as realistic as possible, but we cannot guarantee that the images you see displayed on your screen are a completely accurate representation of the actual merchandise due to technical differences of the monitors or screens you may use, among other reasons.

Therefore, when placing your order, you should carefully check and analyze the features and descriptions of the products concerned.

 

HOW TO SHOP ONLINE

Open the Product Page you wish to buy from (you can access out Children and Women articles or use the research button on top of the page)

Select your size (we advise you to check our size guide)

Select “add” and the product you chose will be added to your cart.

You can continue shopping or go to your cart to finish your purchase. Once you’ve selected all the articles you want to buy go to your cart . Note: the products could sold out while you keep shopping, so don´t take too long.

 

Fill out all the boxes and proceed to check out. You don´t need to be registered but if you choose to do so it will facilitate the process in the next purchases.

You can choose to pick up your purchase at our stores, our office in Restelo, a NACEX pick up point (available for Continental Portugal and Peninsular Spain) or choose to receive it via post.

Further information about prices and shipping is available in the SHIPPING area of our website.

After the payment is completed, through VISA, Mastercard, Paypal or Gift Card, you will receive an email with a reference so you can proceed with the payment method of your choice until 23h:59m of the same day of your order.

After the payment process is done you will receive another email with the confirmation of your order. In case you have chosen MBWAY (available only for Portugal) you should include a telephone number associated to MBWAY and then authorize the payment on the app.

When your order leaves our storage we will send you na email with the shipping confirmation.

Our shipping company will send you an email with a tracking number so you can track your order.

In our shipping area you will have access to a link that redirects you to the shipping company website where you´ll be able to insert the tracking number and check the status of your order.

In case of any further doubts, please send an email to our customer service team at shoponline@cantelisboa.com

 

PAYMENTS AND ONLINE SECURITY

When buying online you may choose the following payment methods: VISA, MasterCard, Paypal and pay reference for debit cards in ATMs.

The online payment process is made in total security through our partner Paypal or through HiPay payment systems.

 

CANTÊ GIRT CARD

CONDITIONS

1. The Cantê Gift Card is the property of its issuer, Cantê, whose full name appears on the card itself.

2. The Gift Card can be purchased at Cantê store or through the online storewww.cantelisboa.com

3. In our physical store we do not accept to refund a purchase in cash, ATM or credit card. The amount will be refunded on the Cantê Card. In case the customer exchanges one article for another of a lower value, the difference will also be refunded to the customer in a Cantê Card.

4. The Gift Card/ Cantê Card can be used as many times as desired as long as it has a positive balance.

5. The Gift Card / Cantê Card can be used to buy any item for sale at any Cantê physical store including our online store at www.cantelisboa.com.

6. If the value of the purchase exceeds the balance available in the Gift Card / Cantê Card, the difference can be paid through any of the means of payment accepted at Cantê stores or at www.cantelisboa.com.

7. The balance available on the Gift Card / Cantê Card can be consulted on our website at www.cantelisboa.com, in the customer’s area. For this you need to be registered on our site.

8. Products purchased with the Gift Card / Gift Card are subject to the same exchange and refund policy as any other product purchased at a Cantê store in accordance with the regulations of each store.

9. The Gift Card / Cantê Card is valid within three years, from the date it is purchased. Once the deadline is expired, the Card can’t be renewed, it can’t be used for purchases of articles and you can’t claim the unused balance. The balance of the card can´t be refunded.

10. The Gift Card / Cantê Card can’t be refunded even if it’s an card from a exchange, refund or online order.

11. The Gift Card / Cantê Card is a bearer document. Its bearer is responsible for its use and custody. Cantê does not replace the card in case of theft, loss or deterioration. However, Cantê will replace the card if it changes its format.

12. Cards originally obtained illegally will be voided and can´t be used to purchase any product. Their balance will not be refunded.

13. When purchasing and / or using the Gift Card / Cantê Card you aknowledge and accept the general conditions that are shared at the moment of the Card’s acquisition and are available at our Cantê stores and our website, www.cantelisboa.com

 

ORDER DELIVERY, SHIPPING COSTS AND ESTIMATED DELIVERY TIME

DELIVERY AND SHIPPING

When you buy from our online store, you can choose to have your order delivered in the following ways:

  • At our Chiado store: Delivery within 3 business days after order confirmation. No shipping charges. Only available in Portugal.
  • Pick up Point Restelo: You can pick up your order within 3 business days after order confirmation. Located at Cantê Atelier, at Rua Gonçalves Zarco n° 2 A, Monday to Friday, from 12pm to 6pm (except holidays).
  • To an address: We trust NACEX to deliver our orders in Portugal and Spain. For orders in Madeira Island, Azores, Canarias and Baleares, we use CTT services. Depending on the destination, shipping costs are added to your order. For other international shipments we work with DHL. See the chart below.
  • Pick up Point NACEX: In Portugal and Spain you can choose the option to receive your order at a NACEX shop.

NACEX pick up points are proximity stores throughout the country, with extended hours, so you can pick up your order when it is more convenient for you. The delivery time estimated is the same as listed on the chart below. Once your order arrives at the NACEX Pick up Point chosen, you will be informed by email or text message.

 

SHIPPING INFORMATION

After the payment is successfully made, you will receive an email confirming the purchase. At that moment your order starts to be processed and shipped in the following two business days. Following a launch day, we appreciate your understanding of any delays that may occur, due to a higher volume of orders).

As soon as your order leaves our warehouse, you will receive an email with that information. At that moment, the date for delivery starts counting, depending on the destination. (See the chart below).

When the order arrives at the carrier, you will receive an email with your tracking number, the estimated delivery day and a link where you can make all the changes you may need.

In case of any doubts or delays, please contact customer service at:

  • Portugal and Spain (NACEX): 800 200 077  (Monday to Friday from 08:30am until 7pm)
  • International (DHL): 707 505 606 (Monday to Friday from 08:30am until 7pm)

Link to consult the state of your order:

Portugal and Spain: NACEX

International: Tracking | DHL | Portugal

If you don’t receive this information by email or text message within the period mentioned at our estimated arrival times chart, we appreciate it if you contact our customer service. (shoponline@cantelisboa.com or +351 21 138 01 36 (Monday to Friday from 10am to 1pm and 10am to 6pm).

WARNING: For shipments outside the European Union, Cantê is not responsible for delays and customs charges. These are customer’s responsibility. If you decide not to pay these fees and reject the order you will incur a fine of 90€ associated with the costs of returning the goods to origin, which will be deducted from the amount of the return.

 

SHIPPING COSTS /DELIVERY TIMES / COUNTRIES WE SHIP TO:

EXCHANGES AND RETURNS

CONDITIONS

All purchases made in our stores or in the online store in are subject to the Portuguese legislation.

Cantê accepts exchanges / returns of articles within the deadlines mentioned below and according to the store in which the articles were bought.

For an exchange / return, the item must be delivered in its perfect condition (without having been used, washed, or have any odors), in the same way as it was sold together with the respective invoice, labels, hygienic protector, bag etc.

No exchanges / returns of altered, washed, used, or somehow damaged articles will be made.

Cantê is not responsible for the misuse of its articles, nor for the incorrect washing of the sames. We suggest you always refer to the WASHING / USING INSTRUCTIONS section.

Before any purchase, we also suggest that you consult the SIZE GUIDE in order to make an informed purchase. The customer support team will be happy to help if you have any questions.

Our stores and online store work with different stocks and are subject to different regulations.

 

STORES

You have 14 days in a row after the purchase to exchange/return a product.

We ask you to always confirm our store opening hours.

The reasons why customers may request an exchange or return in the aforementioned period are as follows:

  1. The article is too big
  2. The article is too small
  3. I do not like the product
  4. I changed my mind

If the returned item is defective, please consult the point DEFECTS.

In our stores we cannot refund the value of the purchase in cash, debit or credit card. The amount will be returned in a Cantê Gift Card, which can be used for 3 years in any Cantê store, including the online store www.cantelisboa.com.

In case the customer exchanges one item for another of lower value, the difference will also be returned in a Cantê Gift Card.

The changes made in the physical store are restricted only to the existing stock in the store at the time of exchange.

 

ONLINE STORE

According to Law decree no. 24/2014, of February 14, the customer has 14 days in a row to exchange/return a product after receiving it in the chosen address.

If you choose to pick up your order at our stores, the 14 days start counting from the day you receive the notification.

The reasons why customers may request an exchange or return, in the aforementioned period are as follows:

  1. The article is too big
  2. The article is too small
  3. I do not like the product
  4. I changed my mind
  5. The article is not as I imagined *
  6. I received the wrong article **

*The photographs are made in high definition in order to reproduce in detail each of the products. You can find differences in the products in which the raw material itself and its manufacturing process influence the final result. The print location may vary within the same model.

** If you receive the wrong item, we apologize for the inconvenience and thank you for contacting our customer support team as soon as possible: shoponline@cantelisboa.comor +351 21 138 01 36, so we can amend the situation. (Telephone hours: Monday to Friday from 10 a.m. to 1 p.m. and from 2 p.m. to 6 p.m.)

If the return is by defect of one of the articles, see the point DEFECTS.

The items purchased in the online store www.cantelisboa.com can be exchanged in the physical store (without associated costs) if the customer wishes, without previously having to inform us.

If the customer chooses to exchange the item using carrier / courier, the associated shipping costs are charged to the customer.

The exchanges made in our online store www.cantelisboa.com, are restricted to the stock existing in the online store at the time of exchange.

We do not make reservations and for this reason, the product will only go out of stock at the time the exchange takes place. The exchange will only take place when we receive the item at our facility and it successfully passes our quality control.

The team responsible for the online store will respond within two working days after receiving the article at our premises.

 

ONLINE EXCHANGES / RETURNS PROCEDURE

EXCHANGES

Once the article reaches our studio and passes our quality control successfully, we will contact you by email to let you know if the item you have chosen to exchange is available. If so, we will soon send our IBAN for payment of shipping costs and difference of values between articles (if the chosen model is more expensive than the previous one). Once we receive your proof of payment, the new item will be sent to the address indicated above.

If the selected item is already sold out at the time of the exchange, you can choose other items available for immediate purchase on our website or even pass the value to a Cantê Gift card.

 

RETURNS

As soon as the article reaches our warehouse, it is submitted to a quality control of Cantê team and, if the conclusion is that the article has a defect, a refund of the value will be made through the same payment method the client used to place the order.

When exchanges are sent outside the European Union, Cantê is not responsible for delays and customs costs. These are at the customer’s responsibility. For exchanges outside the European Union, Cantê is not responsible for delays and customs charges. These are customer’s responsibility. If you decide not to pay these fees and reject the order you will incur a fine of 90€ associated with the costs of returning the goods to origin, which will be deducted from the amount of the return.

 

HOW TO EXCHANGE/RETURN ONLINE

1. Send your product to Atelier Cantê, Rua Gonçalves Zarco, 2A, 1400-191 Lisboa.Send it with the respective Invoice.

2. Send an email to shoponline@cantelisboa.com with the following information:

  • Full Name
  • E-mail adress you wish to be contacted at
  • Phone number
  • Address where you wish to receive your new article
  • Invoice date and number
  • Reference and size of the product you intend to exchange or return.
  • Reference and size of the product you intend to receive or indication of return if you wish.

 

BUYING AT OUR STORES AND EXCHANGE BY CARRIER/MAIL

Cantê aims to provide the best possible service to our customers, so we allow them to exchange products which were bought at our physical stores by carrier/mail.

However, since they are products bought in the physical store, any exchange made is subject to the exchange policy of the physical store. Thus, we do not refund the purchase value in cash, ATM or credit card and the amount will be returned in a Cantê Gift card, which can be used for 3 years, in all Cantê stores, including the online storewww.cantelisboa.com.

In case the customer exchanges one item for another of lower value, the difference will also be returned in a Cantê Gift Card.

The shipping costs associated with these exchanges are the responsibility of the Customer.

We suggest sending it by a carrier or registered mail.

If the customer wishes the exchange to be made for an address abroad, consult the INTERNATIONAL ORDERS.

 

  • PRIVACY POLICY

Cantê respects the privacy of the users of its website, as well as the protection and security of their personal data.

Thus the present privacy policy is an integral part of the terms of use of our website and informs users how Cantê collects, processes and protects personal data.

By completing a purchase it is implicit that you consent to provide your data as well as your rights with respect to that data, pursuant to the provisions of the General Data Protection Regulation (“GDPR”) and Law No. 58/2019 on the protection of personal data (“LPD”).

It is our commitment to respect the privacy of the users of our website, as well as the protection and security of their personal data.

The user guarantees that the data provided are true, accurate, complete, up-to-date, and is liable for any damage or harm, direct or indirect, that may result from compliance with this obligation.

We reserve the right to modify this privacy policy at any time, so please review it frequently. Changes and clarifications will be effective immediately upon posting on the site.

 

PERSONAL DATA PROCESSING

Cantê Lisboa, Lda is the entity responsible for the processing of personal data and determines the purposes and means of processing the user’s personal data and acts in accordance with data protection legislation.

To protect your personal data, we take reasonable precautions and follow industry best practices to ensure that it is not misplaced, misused, accessed, disclosed, changed or destroyed.

When you make a purchase on the website, the personal data requested is necessary for the fulfillment of a contract and legal obligations (including tax obligations) by Cantê. If you do not provide this data, it will not be possible to make a purchase through the website.

The personal data will be used to manage your registration as a user, to manage the purchase of products, to answer your questions, as well as, if you so wish, to send you our personalized communications.

If you withdraw your consent, your personal data will no longer be processed, unless there are other legal grounds allowing or requiring this and therefore no consent is required from the data subject.

This website is not intended to be used by minors. It is neither the intention nor the policy of Cantê to process the personal data of minors.

If you believe that Cantê has violated your rights under the legislation concerning the protection of personal data, you may lodge a complaint with the National Commission for Data Protection.

The personal data collected will be kept in a manner that allows their identification only for the period necessary for the respective purposes or for the period required by legal or regulatory standards, after which they will be definitively deleted.

 

SUBCONTRACTORS

The personal data of users may be communicated to subcontractors, who undertake to process such data solely and exclusively for the purposes indicated herein and in accordance with instructions from Cantê.

Cantê may also communicate personal data to third parties if it has unequivocally obtained the consent of users or when the transmission is made in compliance with a legal obligation or a court order; and the communication is carried out for a legitimate purpose provided by law.

The processing of user data may be carried out by a reputable service provider contracted by Cantê. This service provider will process the data only for the purposes established by Cantê and following its precise instructions, strictly complying with the legal standards on personal data protection, information security and other applicable legislation.

Company name: Cantê Lisboa Lda.

TAX NUMBER: 509 740 634

TAX ADDRESS: Rua de Pedrouços 87 – 1º Esq 1400-287 Lisboa Portugal

YOUR PERSONAL INFORMATION

Cantê may collect your personal information through the corresponding forms on the Cantê website: name, e-mail address, postal address, telephone number, date of birth, gender and credit card (PAN+CVV2) in compliance with PCI DSS standards or bank account number (provided by the customer in the case of refunds) when you visit www.cantelisboa.com, you register, place an online order, contact Cantê and/or participate in Cantê promotions or surveys.

In addition, Cantê will collect all information relative to your browsing journey on www.cantelisboa.com as well as your interaction with the brand.

All the personal data Cantê comes directly from the data subject, with the exception of contact details that may be provided to us by friends and family for the sending of a gift voucher or other gift.

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