Shipping & Returns

Delivery Times

Delivery times are calculated in business days and do not include Saturdays, Sundays or public holidays.

Deliveries normally take place from Monday to Friday, between 8:00 a.m. and 6:00 p.m.

Delivery times vary depending on the destination.

Once payment has been confirmed, orders generally require 1 to 2 business days to be prepared. The carrier’s estimated transit time must then be added to this preparation period:

• Mainland Portugal: approximately 1 to 2 business days after dispatch;
• Madeira and the Azores: delivery may take up to 3 weeks;
• Other European destinations: delivery times vary depending on the country and will be displayed at checkout or communicated before dispatch.

Delivery times are estimates and may be affected by public holidays, carrier delays, weather conditions or other circumstances beyond our control.

Damaged Artwork

When receiving your order, please inspect the packaging and artwork carefully for any signs of damage.

If the artwork has been damaged during transport, please contact us as soon as possible at:

info.ateliernelsongomes@gmail.com

Please include your order number and, whenever possible, photographs of:

• the artwork;
• the outer packaging;
• the internal protective packaging;
• the shipping label.

Once the situation has been assessed and confirmed, we may arrange for the artwork to be collected and repaired before being returned to you at no additional cost.

Alternatively, you may choose another available artwork of the same value.

Where goods are defective or damaged, the trader is responsible for providing an appropriate remedy without additional cost to the consumer, including necessary shipping costs.

Delayed or Missing Orders

If your order has not arrived within the estimated delivery period, please contact us at:

info.ateliernelsongomes@gmail.com

We will contact the carrier and assist you in locating the shipment.

Any estimated delivery date does not limit or exclude the customer’s statutory consumer rights.

Right of Withdrawal

Customers purchasing as consumers have the right to withdraw from an online purchase within 14 days, without having to provide a reason.

For physical goods, the withdrawal period begins on the day after the customer, or a third party appointed by the customer, receives the order.

To exercise the right of withdrawal, the customer must send a clear and unequivocal statement confirming the decision to withdraw from the contract to:

info.ateliernelsongomes@gmail.com

The customer must then return the goods within 14 days of communicating the decision to withdraw.

Under European consumer rules, online customers generally have 14 days after delivery to withdraw from a purchase. This right does not normally apply to goods made according to the customer’s specifications or clearly personalised.

Return Address

Returns should be sent to:

Atelier Nelson Gomes
Rua do Choupico, 129
Casal Mil Homens
2440-231 Golpilheira, Batalha
Portugal

Before returning an item, please contact us by email so that we can provide the necessary instructions.

Unless the artwork is damaged, defective or incorrect, the customer is responsible for the cost of returning the order.

Customers should use a tracked and appropriately insured delivery service suitable for transporting artwork.

Customers may be responsible for return shipping costs under the 14-day right of withdrawal, provided they were clearly informed of those costs before completing the purchase. For large or difficult-to-transport goods, the estimated return cost should also be communicated in advance.

Refunds

Once the returned artwork has been received and inspected, the customer will be informed by email.

Where the right of withdrawal applies, the refund will correspond to the amount actually paid for the returned artwork.

If a promotional discount code was used, the refund will be based on the final amount paid by the customer. The promotional discount itself has no cash value and will not be refunded separately.

Refunds will normally be issued using the same payment method used for the original purchase, unless another method has been expressly agreed.

Atelier Nelson Gomes may withhold the refund until the returned goods have been received or until the customer provides evidence that they have been dispatched.

Under EU distance-selling rules, the seller must generally reimburse the customer within 14 days of receiving the withdrawal notice, although reimbursement may be withheld until the goods are returned or proof of dispatch is provided.

Condition of Returned Artworks

Returned artworks must be carefully repackaged and include all components, accessories and documents originally supplied, including the Certificate of Authenticity where applicable.

Customers may inspect the artwork in the same way as they would reasonably be permitted to inspect it in a physical shop.

A deduction may be made from the refund if the artwork’s value has been reduced because of handling beyond what was reasonably necessary to inspect its nature, characteristics and condition.

If an artwork is returned incomplete, damaged or inadequately packaged, Atelier Nelson Gomes reserves the right to assess the resulting loss in value before issuing the refund.

EU rules permit the trader to claim compensation for diminished value caused by handling beyond what would reasonably be permitted in a physical shop, rather than automatically refusing the entire refund.