FAQ'S

I wish to obtain information about your products.

To help in the selection of the desired products, we provide the maximum of details.

A description of all the essential characteristics is visible on each product (they may vary according to the nature of the product).

If you need any extra information about a product, do not hesitate to contact us, we will be happy to help you.

Do I have advantages in going to your physical shop to buy one or more products as an alternative to your online shop?

No. The prices shown are the same. However, you can use our physical shop as a pick-up point for your order placed in our online shop.

How do I make a purchase in your online shop?

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

Why can't I see and select a certain option on a product I want to buy (for example: a size or colour)?

Any option of choice that a product may have (for example: size, color of the embroidery or of the fabric) if it is not visible for selection in the "AVAILABLE OPTIONS" is because it is sold out. It will become visible and selectable again as soon as it is replaced.

Are the products with the out of stock indication reset?

If a product is out of stock, we will try to make it available again as soon as possible.

How should I choose the correct size?

If the product you are viewing has several size options, you will find a SIZE GUIDE in the description. Each product has its own table associated with it.

Before ordering, we recommend that you take your own measurements and compare them with the table.

Please note that if they are traditional and handmade products, the measurements shown may vary between 3%. This means that if your measurements are between two sizes in the table, we recommend choosing the larger size.

What should I do if my measurements do not fit at all in the table presented?

If the desired measurements do not fit at all in that table that product will have to be personalized (made to measure). For this purpose, see "PRODUCT CUSTOMIZATION" and follow the instructions.

What should I do if I want a customised product?

If you are interested in a product available in our online shop that you would like to customise, please consult the main menu "PRODUCT CUSTOMIZATION".

What should I do if I receive an incorrect product?

If you receive a product that you did not order by mistake, please contact us.

Are your products guaranteed?

The MARSOG, LDA. assumes the legal guarantee of conformity and the guarantee regarding the eventual defects of the sold products.

Nevertheless, remember that they are traditional handmade products and each piece is unique and exclusive.

Is it possible to receive periodic information in my e-mail with news?

Yes, by subscribe our Newsletter you will receive this and other useful information.

How do I recover my forgotten password?

If you do not remember your password, you can retrieve it in the Login field. Click on "Forgotten Password" and you will receive an email with the instructions to create a new password.



Can I place an order to be shipped Cash on Delivery?

No. Orders with cash on delivery are not available.



How can I check that I made my purchase correctly?

Once you have placed your order and paid for it, you will receive a confirmation email.

Why can my credit card be declined?

 Your card can be declined for one of the following reasons:

- The card is expired. Check the expiration date of your card.

- The card limit has been reached. Check with your bank if the card did not exceed the amount allowed to make your purchases.

- The data entered is not correct. Check that you have filled in all the required fields correctly.

How does payment by PayPal work?

To use this payment option, you must have a PayPal account.

If it is not your case, go to the PayPal site and you can create an account easily and free of charge. When you have registered your email, a password and a payment card, you can start using your account.

Then what is the procedure?

When making a payment via PayPal, you only have to enter the email address and password for your account. The transaction will be made immediately without your bank details being communicated in any way.

Do you send invoice/receipt?

In accordance with Decree-Law 198/2012 of 24 August, regulated by Ordinance No. 161/2013 of 23 April, all invoices/receipts are sent together with the orders.

Can I get an invoice on behalf of my company?

Yes, you only need to enter the company details in the invoicing fields, and fill in the requested tax data.

I placed an order in your online shop, can I pick it up in your physical shop?

Yes, and for free.  But be aware, we will send you an email and/or SMS once your order has arrived at the shop for collection. To confirm that you are available for pick up, please wait for this email and/or SMS before visiting our shop to pick up your order and bring an identification document. 

Where can I receive my order?

You can receive your order at the address of your choice (home, work or other - never in a post office box).

How long will it take to receive my order?

Please see "Shipping and Delivery" in the footer.

What is the value of the shipping costs?

Please see "Shipping and Delivery" in the footer.

Can I track my order?

Yes, you can track the status of your order in your personal account under "MY ORDERS" and once it has been dispatched, you will receive a message in your email with the tracking number and the corresponding link to the carrier to track delivery.

How can I receive my order if I am not at the indicated address?

If you are absent at the time of delivery of your order a second attempt will be made by the carrier.

For Portugal, In case of unsuccessful delivery by CTT Expresso, your order will remain “on hold” at CTT's store awaiting rescheduling of delivery. You have 24 hours to reschedule the delivery, after this period your order will be returned to us.

Can I cancel an order that I have placed, validated and paid for? How do I do it?

Yes, up to 14 calendar days. But pay attention:

1- If we have not yet sent you the confirmation email that your order has passed into the hands of the carrier to be delivered to the address you indicated, you should contact us as soon as possible to cancel the order. This will not cost you anything.

2- If you have already received our email confirmation that your order has been passed to the hands of the carrier to be delivered at the address you indicated, the order cancellation is equivalent to exercising your right to Consumer RightsDirective and you may do so up to 14 calendar days after receiving the order. In other words, you will have to receive the order and then return it.

Please note that you will have to pay the return shipping costs (non-refundable), however you will be entitled to a refund of the purchase price and the initial shipping costs.

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

The deadline for any exchange or return is 14 calendar days from the reception of the order. Exchanges and returns of customized products are not accepted.

In an exchange, return or cancellation of an order who is responsible for the shipping costs?

The shipping costs with exchanges, returns or cancellations are your responsibility. the MARSOG, LDA. will only assume the costs for a new shipment if the cause of a return is proven to be attributable to MARSOG, LDA.

Please note that no exchanges or returns of custom products are accepted. Please refer to "EXCHANGES AND RETURNS".

What does the the right of withdrawal mean?

Under the terms of Decree-Law No. 24/2014, the Customer consumer, has a period of 14 calendar days to exercise their right to free termination of the contract and be fully reimbursed. This right is also known as the cooling-off period.

In the case of an order of products via the website coisasdeviana.pt the period is counted from the date of receipt of the products. You do not need to provide any reason to exercise your right of withdrawal. You will not be penalized.

In this case, MARSOG, LDA. will reimburse the Customer for the corresponding invoiced amount (including shipping costs for the initial delivery) within 14 calendar days, using the same means of payment as the initial transaction or by bank transfer to the NIB or IBAN indicated by the Customer, unless expressly agreed otherwise; in any case, it does not incur any costs as a consequence of such reimbursement. 

For more information, please refer to "Consumer RightsDirective" in the footer.

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