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FAQs

FAQs

 

Browse F.A.Q. Topics

My Account

  • How can I access my account?
    Go to the menu “My Account” in the upper right of the website where you can consult and change your data and account settings, check the status of your order, view your purchases made in Lusa Mater and check the products on your wishlist.
  • How can I consult or change my personal data?
    To Consult or change your register please go to the menu “My account” and choose the option “Account settings”. You can consult or change your account data, personal data or email preferences.
  • How can I receive the newsletters?
    You just have to be registered on Lusa Mater to receive automatically our newsletters. If you change this pre-definition and want to receive again the newsletters, please go to your subscription box and active the reception.
  • Cookies
    To facilitate and personalize your experience in our website, Lusa Mater uses “cookies”, small data files that are created in your computer and enable certain information. Cookies are used with the objective of improve the service provided by this website and don’t save any personal information about the users because the information is anonymous.

Returns

  • Can I cancel my order or return a product?
    We aim for you to be completely satisfied with your buying experience. You have the right to terminate (cancel) your purchase contract signed via the Lusa Mater platform, within 14 days from the date of reception of the order. Communication of cancellation of the purchase must be sent by registered letter with recorded delivery. When returning the product, make sure that you observe our Return Conditions.
  • How should I return a product?
    After receiving the communication cancelling the purchase, the Customer Support Service will attribute a RMA (Return Merchandise Authorisation) – a unique code per User – and will send a form, via e-mail, that the customer should fill out and include in the package to be returned. Although it is not necessary to indicate the reason for returning the goods, Lusa Mater aims to understand its customers and their motivations, so we’d be grateful if you could send us a brief explication of the reasons that led you to change your mind – that will be essential in order to enable us to improve our service. Customers must return their products in the original packaging, to the address indicated on the return form, with the RMA Form (Return Merchandise Authorisation). Returns may be made using the transportation firm of your choice, but must be sent via registered shipment. The cost of the return will be paid by Customer. When your return arrives, the contents and the status of returned product will be checked. You’ll receive a notification by e-mail, informing you that your return has been registered by our Customer Support Service.
  • What are the conditions for returning a product? (Return Conditions)
    In order to dissolve the purchase contract and return the product(s), the Customer must communicate this decision within 14 days, counted from reception of the order, in accordance with the defined form. At the time of rescission, the Customer will pay for the products’ transport costs. The product must arrive in perfect conditions, at Lusa Mater’s discretion, which presupposes that has not been used and it will be complete and in its original condition (well packaged in its original packaging, with all the accessories, labels, seals and manuals and other documents) and in good condition, as at the time when the order was received.. The Customer may not exercise the right of rescission in relation to contracts concluded for the following products: products made according to the Customer’s specifications or customised for the Customer, products that are liable to deteriorate or which quickly exceed their expiry date; sealed products that are not suitable to be returned, due to health or hygiene protection reasons when opened after delivery; sealed audio or video recordings or sealed software, once the seal guaranteeing that they haven’t been opened has been broken. The products whose contracts may not be rescinded will be clearly marked in their sales information.
  • Refund
    The refund will be made via Lusa Mater Credit, or by Credit Card or bank transfer (according to your preference), within 14 days from reception of the returned order. Lusa Mater Credit for refunds has a 2-year validity period and may be used to pay for products and transport costs, without any restrictions. It may also be accumulated with other credits.
  • Exchanges
    Lusa Mater works with products inserted within temporary campaigns that have limited stock, and therefore in most situations it will be difficult for us to make any exchanges. However, if you want to exchange an item, please contact us, within 14 days from the date of reception of the article and we’ll do our best to satisfy your request. If it’s not possible to exchange the product and if it meets the requirements for the return of products (return conditions), you may return it, in conformity with the return procedure.

Questions and Complaints

  • I’ve read all the FAQs but I still have doubts, what can I do?
    Go to the “contacts” area and fill the form or   send us an e-mail to info@lusamater.com and we’ll answer you as quickly as possible.

Orders

  • How can I place an order?
    Making purchases with Lusa Mater is easy and secure! You can do it 24 hours a day, 7 days a week.
    1. Select the product you want to buy. Each product has a detailed presentation page, including photos and a product description. 2. Select the desired quantity. For some products, you’ll need to choose the colour and size. For certain products, there may be maximum amounts per cart. 3. Click on "Add to the cart". Thereafter, the item will be visible in your shopping cart, which can be accessed via the link on the top right hand corner of each page. 4. When you have selected all the products you want, click on the "Check Out" button, and you’ll be redirected to the Order Check Out page. 5. Fill in the data relating to the Billing Address and Delivery Address (if this is different from the first). If you have already registered your details during previous purchases or in your account definitions, these items will already be filled in. If you want the Delivery Address to be different from Billing Address, disable the "Send to the same Billing Address" option. 6. Select the payment method (s) desired. 7. Click on the "Submit Order" button and you’ll be directed to a secure payments platform, to complete your payment. In the event that you have selected payment by a Multibanco ATM payment reference, you’ll receive the payment references and deadlines. 8. You’ll receive an e-mail confirmation of your order. If you do not receive e-mail confirmation, please contact our Customer Support Service.
  • Can I order a product that I can’t find at Lusa Mater?
     If you wish to order  a product that is not available on the platform, please contact with us to client@lusamater.pt. We will do our best to satisfy your request.
  • What’s included in the prices listed in the site?
    All articles available at Lusa Mater state the retail price in Euros and include VAT at the prevailing legal rate. The listed prices do not include shipping costs. Shipping costs are charged to the customer and are displayed in the Cart and Checkout page. The prices may be altered at any time, without prior notice. Deliveries made to non-EU countries may be subject to additional fees or taxes, in conformity with the respective customs policy. These amounts are not included in the advertised prices, and are the responsibility of the Customer, who should previously check with local (Customs) agencies regarding the cost of importing the product he intends to purchase.
  • To what countries does Lusa Mater make shipments?
    Lusa Mater may be viewed from any country in the world, but at present only delivers products to European Union countries* and Switzerland. If you wish that your order is delivered to a different country, please contact with us to client@lusamater.pt. We will try to satisfy your request.  *European Union Countries – Austria, Belgium, Bulgaria, Cyprus, Czech Republic, Denmark, Estonia, Finland, France, Germany, Greece, Hungary, Ireland, Italy, Latvia, Lithuania, Luxembourg, Malta, the Netherlands, Poland, Portugal, Romania, Slovakia, Slovenia, Spain, Sweden and the UK.
  • Invoice

    The invoice is sent after the payment confirmation (make sure your billing information are correct). All shipments outside Portugal are sent with the invoice (in an evelope outside of the package).

Shipping

  • What is the delivery estimated time for my order?
    Delivery time varies depending on the delivery destination and the type of delivery you choose, resulting from the combination of the following aspects: Dispatch time + Delivery by the carrier
    1. Dispatch time: dispatch time (exit from the warehouse) is variable and depends on each specific product, always being shown in its page.
    After the order has been dispatched you will be sent a confirmation email "Shipping confirmation".
    1. Delivery by the carrier: You will receive the information about the start of this period from the receipt of the email "Shipping confirmation".
    Estimated time of delivery (after dispatch from the warehouse) of the carrier is: - Portugal: 1 business day; - Remaining destinations: up to 10 business days. (*) If there is any change in the estimated time of delivery, you will receive a new email indicating the new estimated delivery time. (*) In the event of customs clearance procedures being required, there may be a delay relative to the estimated delivery time.
  • To which destinations does Lusa Mater dispatch its products?
    Currently Lusa Mater dispatches to Portugal, all other European Union countries, Norway and Switzerland.   Lusa Mater does not dispatches to PO Boxes.
  • What are the shipping costs?
    The shipping costs are calculated automatically by the system according to the following factors: country and address of delivery, number of items ordered, weight and volume of the package, and product fragility. The shipping costs are indicated during the checkout process, in the step 2 (“Shipping Method”), just before the completion of your order and payment data entry.   Note: In the Campaigns section, shipping costs are calculated by brand (and product quantity) and not by order. In the Shop, shipping costs are calculated per order, since the products available in this section are all dispatched from from the same warehouse. If you buy products from both the Campaigns and the Shop, shipping costs will be calculated separately, since the goods leave from different locations.  
  • How do I check my order status and the status of its delivery?
    To check the status of your order, go to the "My Account" menu and select "Orders". To view the products you ordered, open the document in pdf format.
  • How is the delivery made to my address?
    The delivery of the order on the requested address is carried out from Mondays to Fridays, between 9am and 6pm. The estimated delivery time is provided on the email "Shipping Confirmation".
  • Delivery Guarantee
    The customer is responsible for: - To be present at the place set for delivery on the time set for delivery, or, when applicable, to pick the order in a timely manner at the point of collection – in case the order has not been delivered by hand due to his/her absence. In case of not receiving the order in due time, the customer should contact Lusa Mater for an investigation to be initiated with the carrier. If the goods are lost, after conducting an investigation with the carrier, Lusa Mater will refund the customer the full amount of the order. In case the order is returned to Lusa Mater because it was not timely picked up at the point of collection by the customer or because the customer did not respond to the delivery attempts, it is considered that the goods have been tacitly returned by the customer.
  • Order damaged or incorrect
    The customer must never accept an order which is visibly opened and/or is visibly damaged (dented packaging, tags of decay, sound of broken pieces, etc.). In a situation like this, the customer should refuse delivery, pointing out the problem on the carrier's delivery note, followed by date and signature. Whenever possible, the customer should open the package in the presence of the carrier and, in the event of a non-compliance being confirmed, return the package to the carrier, registering the problem. The customer should not hesitate to report the abuse at the time of receipt. This is essential for further investigation with the carrier. If an order is accepted which is visibly damaged and no complaint has been duly noted and made, it shall be deemed as being "accepted and compliant." Do not forget to always check if the number of packages is correct according to the document you sign. Whenever there is any problem with your order, please contact us as soon as possible.

Payments

  • Is it secure to purchase in Lusa Mater’s store?
    Yes, it’s secure! Lusa Mater is associated to a certified payment gateway Easypay®) and to Paypal® in order to guarantee the security of your payments. The details of your card will be transmitted directly to a universal payments gateway, certified by SIBS, Unicre, Visa, MasterCard and PaysafeCard, that use SSL encryption technologies (Security Socket Layer), wherein neither Lusa Mater nor third parties have access at any time, to sensitive information (personal data: such as name, address, Credit Card number etc.).
The name EasyPay or Paypal may appear in your bank statement.
  • What payment methods can I use?
    All available forms of payment are simple and secure. The available means of payment are as follows: Payment by PayPal: If you choose to pay via Paypal, you’ll be redirected to the PayPal payment site, where you must authorise the payment. If you do not have a PayPal account, you can easily create your account and then proceed to the payment. After finalising your payment you’ll be returned to the Lusa Mater website, to finalise your order. Payment by Bank Transfer: If you choose to pay via Bank Transfer, you’ll receive payment instructions (NIB, IBAN, SWIFT and amount) when placing your order and via email.The payment should be made within a 24-hour period. If payment is not received within that period, the order may be cancelled. The receipt must be sent to encomendas@lusamater.pt with reference to the order number. Payment using a Multibanco ATM payment reference (via esaypay):   If you choose to pay via the Multibanco ATM system you’ll receive payment instructions (entity, reference and amount) when placing your order and via email.
You can pay in any Multibanco ATM or via your homebanking portal, selecting the operation: Payments of purchases/services. 
The payment should be made within a 24-hour period. If payment is not received within that period, the order may be cancelled. There is no need to send any proof of payment. Note:  This form of payment applies only to orders made from the Portuguese market, paid via accounts held in a bank in Portugal.
  • How can I use credits and promotional codes?

    In the Checkout page you can use the amounts that you have in credits or in promotional codes, according to the respective rules of use. The value of credits or promotional codes to be used will be discounted from the amount of your order.

Register at Lusa Mater

  • Do I have to register with Lusa Mater?

    The register in Lusa Mater is not mandatory. You can find and buy the best of Portugal without registration.

    However, if you choose to register you can enjoy all the benefits:

    -Receive the new arrivals, all the information about your favourite brands, designers and products.

    - Place you order faster (saving your personal information, shipping and billing details).

    - Able to access your order history through "My Account".

  • How can I register?

    The register in Lusa Mater is simple and free.

    In the upper right corner of the page, click "Log in", you'll be redirected to a new page. Enter your personal data. Read and accept our Terms and Conditions, Privacy Policy and complete the registration.

  • Confidentiality of my data
    Your privacy is extremely important to us.
    We do not share your personal information with third parties, except for that which is strictly necessary for delivery of goods by the contracted transportation firms. Your personal data will only be used internally for promotional campaigns, sending newsletters, processing purchases and shipping products.
    The Lusa Mater platform and the data collected therein are subject to the regulations and supervision of the competent autorities, in particular the CNDP (National Commission for Data Protection)
  • I’m already registered in Lusa Mater, how can I access my account?
    Go to www.lusamater.pt or www.lusamater.com (you will be redirected to www.lusamater.pt) and introduce your email and password. Then, click enter.

  • What should I do if I’ve forgotten my password
    In the login area, click on "Forgot password?" (above the password field) and you’ll be asked to enter your email address. Lusa Mater will send you an email with a temporary link, enabling you to set a new password.  

About Lusa Mater

  • What is Lusa Mater?
    Lusa Mater is a platform dedicated to the (re) discovery and sale of Portuguese products and brands. Lusa Mater seeks the finest products made in Portugal ... just for you! We select each product so that you can feel inspired to find the best portuguese products!

  • How can I discover the finnest of Portugal?
    You can subscribe our newsletter and find the best products made in Portugal and you can follow us on Facebook, Pinterest, Instagram ad Twitter.