Terms and Conditions

Customer service

To order one or more items, customers should follow the normal procedure for online sales: use the buttons next to each item to add products to your basket, change the quantities if you wish to purchase more than one of each item and check out to complete the order in accordance with the instructions provided on the website.

If you need additional help, please contact us and we will do our best to assist.

The products in our online shop are sold by Fundação Ricardo do Espírito Santo Silva, with headquarters at Rua de São Tomé 90, 1100-564 Lisbon and tax number 500122288. Our contact details are as follows:

Telephone: +351 218814600

FRESS delivery policy

Delivery times: Fundação Ricardo do Espírito Santo Silva dispatches orders twice a week. Within mainland Portugal, deliveries will take at least 3-5 working days. In Europe, delivery may take up to a week.

Delivery costs are as follows:

Pick-up points Portugal		Home Delivery + Pick-up Portugal		Delivery Spain
Weight (kg)	Total	Weight (kg)	Total	Weight (kg)	Total
0 – 2	€5	0 – 2	€7	0-3.0	€15
2 – 5	€6	2 – 5	€8	3.0-5.0	€16
5 – 10	€8	5 – 10	€9	5.0-10.0	€21
Additional Kg	€1	Additional Kg	€2	Additional Kg	€3

For deliveries elsewhere in Europe, please consult the table available at the following link: Deliveries Europe

Delivery guarantee: In the event that a registered parcel is lost, Fundação Ricardo do Espírito Santo Silva undertakes to reimburse the customer for the total amount paid for their order. If the parcel is returned to sender because the customer was not at home and did not respond to attempts by DPD or CTT to arrange redelivery by telephone or email, redelivery will only be made once the customer has paid the delivery costs again.

Fundação Ricardo do Espírito Santo Silva guarantees the dispatch of your order to the destination country but cannot be held responsible for any customs duties or entry restrictions on products in some destinations. It is the customer’s responsibility to consult the local import authorities as to any additional procedures required.

Out of stock items: customers will be reimbursed for the total amount paid for the items that cannot be sent as they are out of stock.

Return and exchange policy

At Fundação Ricardo do Espírito Santo Silva, we want to make sure that our customers are happy with their FRESS product. We do everything we can to guarantee the quality of our products and services.

Most of the items sold are manufactured at FRESS workshops so some products may not be in stock and may be made to order.

We aim to ensure that all the products we sell are in perfect condition for use and display, according to their original characteristics.

The images of the products may not correspond exactly to the reality as they depend on factors such as the way in which the pictures were taken, the characteristics of the product itself, the types of material used, the type of finish and the way in which the product is manufactured in the FRESS workshops, as each piece is unique.

In some cases, the images, measurements and colours, as well as their names, may be merely indicative. Every item you see on the screen can differ, due to the calibration of the screen itself, the lighting, the angle, etc.

The following terms apply to any return or exchange of FRESS products:

DAMAGED ORDERS – All products sold by FRESS are inspected and subjected to rigorous quality checks. Once the post-production quality control process is complete, all items are checked before being packed and transported. However, when you receive your order, we recommend that you inspect the packaging and check for any marks on the outside that may indicate damage to the product.

If you decide to exchange an item transported by one of the courier companies hired by FRESS, you can contact us at site@fress.pt and we will correct or replace your order.

If transport and delivery was carried out by a courier hired by the customer, you should write your complaint on the delivery note given to you by the courier and document any damage as best you can.

We can help you to obtain a refund or a new product paid for by the courier or insurance company.

FRESS cannot be held responsible if you fail to provide evidence of the condition of the packaging.

INCOMPLETE OR DEFECTIVE ORDERS – if your order is incomplete or defective, please contact us at site@fress.pt and describe the problem, providing images as evidence where possible. FRESS will replace the item as long as it is available in stock.

RETURNS AND REFUNDS – The FRESS returns and refunds policy is compliant with the Online Consumer Goods Act and the Consumer Protection Act (Distance Selling).

The following terms apply to all items purchased (refer to law):

1. If you wish to return an item from our catalogue, you must inform us of your intention within 14 calendar days of delivery to the stated address. The customer is responsible for returning the item.

The customer has a legal obligation to return the items in perfect condition, and, where possible, in the original packaging.

2. FRESS does not guarantee refunds for items made to measure or items that are not in perfect condition. Your refund will be issued via the same payment method used to place the original order. Refunds will be sent as quickly as possible and we aim to process them within 14 days of receipt of the returned items.

GUARANTEE

The items sold are covered by the legal guarantees established in Decree-Law 67/2003 of 8 of April, modified by Decree-Law 84/2008 of 21 May.

ALTERNATIVE CONSUMER DISPUTE RESOLUTION

If you placed your order via our website, Regulation (EU) No. 524/2013 provides you with the ability to attempt to resolve any dispute out of court using the online dispute resolution platform available at the following link: http://ec.europa.eu/consumers/odr/.

You can consult the updated list of Alternative Dispute Resolution Bodies available under Article 17 of Law 144/2015 of 8 September at the Consumer Portal available online at: https://www.consumidor.gov.pt/ .

Right of withdrawal

In accordance with the law, the customer has the right to terminate the contract without charge and without needing to state a reason, within a maximum of 14 days from the date of receipt of the order, in writing by post or by email.

In the case of withdrawal, the customer must keep the items and return them (to the supplier or the address they indicate) in the appropriate condition within 30 days of receipt.

Products must be returned in accordance with the Return and Exchange Policy.

CTT Expresso will collect the products that the customer wishes to return from the address indicated by the customer at a time agreed by both parties. The cost of this service will be borne by the customer. If the products were delivered via our courier service, we can arrange for collection. The cost of this service will be borne by the customer and we will contact you to arrange collection.

Returns will be charged at the same rate as deliveries, with no discount based on the value or weight of the order.

The use of other return shipping methods is the sole responsibility of the customer and FRESS cannot be held liable for any damage or loss of products in transit.

No return with postage to be paid by the receiver or requiring any type of payment upon delivery will be accepted.

All returned products will be duly inspected by FRESS. If the applicable terms and conditions are not met, the customer will be informed by email that their return has been rejected.

If the customer is entitled to a refund, FRESS undertakes to return the amount paid for the order minus the delivery and return shipping costs to the customer within 30 days.

Refunds will be issued to the credit card used to purchase the product or by bank transfer.

In the case of personalised products or those manufactured according to specifications, the customer will have no right of withdrawal from the contract.

COMPLAINTS

Customers can make complaints by telephone or by email: site@fress.pt 

Payment Methods

Customers of Fundação Ricardo do Espírito Santo Silva can choose from the following payment methods: Multibanco, Visa, Mastercard or bank transfer. Orders that are not paid for within three working days will be automatically cancelled.

By creating an account, customers can make payments in complete security. Payments by bank transfer will be considered valid once the customer has sent the transfer receipt by email and once the money has reached the FRESS account. If the transfer was made at a bank or ATM (Multibanco), it is very important that the customer sends the transfer receipt (as a scan or digital photograph).

The retail price of all items in the Fundação Ricardo do Espírito Santo Silva shop includes VAT at the current rate but excludes all delivery costs and additional customs charges, where applicable.