Exchanges & Refunds
We have a 14-day return policy, which means you have 14 days after receiving your item to effect a return.
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The return of items applies exclusively to products that can be returned in the same conditions in which the customer received them.
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We do not accept any exchange or return if the product has been used beyond the simple opening of its packaging or if it has suffered damage; therefore, the customer must be careful with the products while they are in their possession.
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Take into account that we do not accept any exchange or return if the product does not arrive at our store within 14 days, starting from the date of delivery to your address.
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Please note that we do not accept exchanges or returns without first contacting us. Products that are delivered to our studio without prior notice will not be accepted.
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For exchanges and returns outside Portugal, since the package will be in transit for more than 14 days (depending on the country), the foreign customer must proceed with the shipment within 14 days and provide proof of registration via email to info@ victoria-handmade.com.
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Keep in mind that in order to be legible for an exchange or return, you must have the invoice corresponding to the purchase in your possession and comply with the following terms:
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Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right. By email to info@victoria-handmade.com or by mobile +351 918 803 514.
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Exceptions / non-returnable items
Please note that, as indicated and confirmed at the time of purchase, as provided for in Portuguese law in art. 10 of DL nº 24/2014 of 14 February, commonly known as the right to regret, pieces made according to the consumer's instructions are not covered by it. In other words, we do not accept exchanges or returns of custom made-to-order products. Just as from the moment an order is placed and payment confirmation is made, you cannot cancel.
These cases are:
- Personalization of the name, initials or expressions in the piece;
- Products specially customized by the customer's request, from sizes, specific colors, leather, among other details requested by the customer that do not respect the original product description, and therefore become a unique piece of the customer, and as such, will not be subject exchanges, returns or cancellations.
- Gift-Cards;
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Please get in touch if you have questions or concerns about your specific item.
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Exchanges
If you have not yet received an indication of shipping, please contact us as soon as possible at info@victoria-handmade.com or +351 918 803 514 to confirm that you can still make the exchange before sending your order.
If your order is already in your hands, and you want to exchange it for another one, get in touch, inform us of the one your want to exchange and we will indicate how we can make the value adjustments and how to return the piece you have back to our atelier.
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Refunds
Note that only the person who made the purchase can proceed with a return / refund request. If you want a refund, you must first inform us and explain what happened. We remind you that we do not accept exchanges or returns for products that we have not been notified of.
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Once we have received and inspected your return, you will be notified of the refund decision - approved or not depending on the conditions and terms mentioned in this policy.
If the product is valid for a refund, we will issue this within 30 working days from the day the product arrives again at our facilities, using the same payment method with which you made the purchase.
You will be notified when this happens, however please note that it may take some time for your bank or credit card administrator to process and publish the refund as well.
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Returns:
In case of return, please return the item in its original packaging. It must also include all the elements found inside the order box + the corresponding invoice.
We advise you to return your order by registered mail. Victoria handmade is not responsible for items damaged or lost in transit.
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We do not reimburse the costs of shipping fees on exchange or return items, as well as in the case of returns in which the product has not yet been shipped, fees for reimbursement of the payment method you have chosen will be applied to the customer.
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In the case of product exchanges at Promotional Campaigns, the exchange value to be considered with the other product you wish to exchange, is the original value of the piece, not the discount campaign value.
Resend your piece to the Return address:
Atelier Victoria Handmade
A/C Esperança Vitória
Rua Engenheiro Monteiro Conceição, nº 84
2480-403 Corredoura / Porto de Mós - PORTUGAL