FREQUENTLY ASKED QUESTIONS (FAQ)

I want to get information about your items.

To help you select the desired items, we provide maximum detail. Each item displays a description of all essential characteristics (which may vary depending on its nature).
If you need any extra information, do not hesitate to contact us, we will be happy to help you.

Are there advantages to buying from your physical store instead of your online store?

No. The prices presented are the same. However, you can use our physical store as a pickup location for your online order (free of shipping costs).

How do I make a purchase in your online store?

Making a purchase on the online store coisasdeviana.pt is simple and intuitive. To understand better, in the Main Menu at the top of the page you will find "HOW TO BUY". Click and read carefully.

Can I place an order to be sent via cash on delivery?

No. Orders with cash on delivery payment are not available.

I placed an order online, can I pick it up at your physical store?

Yes, and free of charge.

ATTENTION: We will send an email and/or SMS as soon as your order arrives at the store for pickup. Please wait for this email and/or SMS before visiting our store to pick up your order and bring an ID document.

Where can I receive my order?

You can receive your order with home delivery at the address of your preference (home, work, or other - never to a P.O. Box).

How long will it take for my order to arrive?

Please consult “SHIPPING AND DELIVERY” in the footer.

What are the shipping costs?

Please consult “SHIPPING AND DELIVERY” in the footer.

Can I track my order?

Yes, you can track the status of the order in your personal account under "MY ORDERS".
After shipping, you will receive a contact from the carrier via email and/or SMS with the tracking number and delivery information.

Note: After the 2nd failed delivery attempt, the process is cancelled and the order returns to MARSOG, LDA. Reshipping implies new shipping costs for you.

Why can't I view and select a certain option on an item (e.g. size or color)?

If an option is not visible for selection in "AVAILABLE OPTIONS", it is because it is sold out. It will become visible again as soon as stock is replenished.

Are items marked as sold out restocked?

Yes. If an item is sold out, we will try to make it available again as soon as possible.

How should I choose the correct size?

In the description of each item, you will find a SIZE GUIDE. Before ordering, take your measurements and compare them with the table.
Since these are traditional and handmade items, measurements may vary by about 3%. If you are between two sizes, we recommend choosing the larger one.

What should I do if I want a personalized item?

If your measurements do not fit the table or if you want customization, consult the "ITEM CUSTOMIZATION” section and follow the instructions.

What should I do if I receive an incorrect item?

If you receive an item you did not order by mistake, please contact us as soon as possible.

Do your items have a warranty?

Yes. MARSOG, LDA. assumes the legal guarantee of conformity and the warranty regarding possible defects.
Note: Remember that these are traditional handmade items and each piece is unique and exclusive.

How do I recover my forgotten access password?

In the Login field, click on "Forgotten Password". You will receive an email with instructions to create a new one.

Why might my credit card be refused?

Common reasons: expired card, credit limit reached, or incorrectly entered data.

How can I verify that I made my purchase correctly?

You will receive a confirmation email. If you do not receive it, check your Spam folder or contact us.

Do you send an invoice/receipt?

Yes. All orders are accompanied by the respective invoice/receipt (paper), which is also sent to your email.

Can I get an invoice in my company's name?

Yes. Just fill in the company's fiscal details in the billing fields.

How much time do I have to make an exchange or return?

14 calendar days from receipt of the order. Exchanges or returns of personalized items are not accepted.

Can I cancel an order I placed, validated, and paid for?

Yes, up to 14 calendar days. But note:

• If not yet shipped: Contact us immediately to cancel without costs.
• If already shipped: You will have to receive the order and return it (bearing the return costs).

In an exchange, return or cancellation, who pays for shipping?

Shipping costs are your sole responsibility. MARSOG, LDA. will only assume costs if the reason for return is our error (e.g., wrong item).

What does the Right of Free Resolution of the Contract mean?

It is the legal right to cancel the purchase within 14 days without justification and be fully refunded (also known as the cooling-off period).
For more information, consult “Right of Withdrawal”.

I have a comment to make about your site.

Is there something that bothers you or, on the contrary, pleases you? Tell us everything via our email! We appreciate it.