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.

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.

Estimated delivery times vary depending on the destination:

• 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 according to the country and will be displayed at checkout or communicated before dispatch.

These delivery times are estimates and may be affected by circumstances outside our control, including carrier delays, public holidays, weather conditions or periods of high demand.

Receiving Your Order

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

Where possible, if the packaging appears severely damaged, please record the condition of the parcel with photographs and inform the carrier at the time of delivery.

Please also contact us as soon as possible at:

info.ateliernelsongomes@gmail.com

Include your order number and photographs of the packaging and artwork.

If the artwork has been damaged during transport, Atelier Nelson Gomes will assess the situation and arrange an appropriate solution, which may include repair, replacement or refund, without additional cost to the customer.

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 period does not affect the customer’s statutory consumer rights.

Right of Withdrawal

Customers purchasing as consumers generally 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 this right, the customer must send a clear 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, the customer normally has 14 days after delivery to withdraw from an online purchase. However, this right does not generally apply to goods created according to the customer’s specifications or clearly personalised.

Bespoke and Personalised Artworks

The right of withdrawal does not apply to artworks that have been:

• created according to the customer’s specifications;
• produced in personalised dimensions, colours or compositions;
• clearly personalised;
• commissioned specifically for an individual customer or project.

This does not affect the customer’s rights when an item is defective, damaged or does not correspond to what was agreed.

Returning an Order

Before returning an item, the customer must contact Atelier Nelson Gomes at:

info.ateliernelsongomes@gmail.com

Returns should be sent to:

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

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

Customers are advised to use a tracked and insured delivery service suitable for transporting artwork. Atelier Nelson Gomes cannot be held responsible for returned items that are lost or damaged during transport because of inadequate packaging or an unsuitable shipping service.

Under European rules, customers may be responsible for return shipping costs when they have been clearly informed of this before purchasing.

Refunds

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

Where the right of withdrawal applies, Atelier Nelson Gomes will refund the amount paid for the returned item, together with the cost of the least expensive standard delivery option originally offered.

Additional costs resulting from the customer choosing an express or more expensive delivery method are not refundable.

Refunds will 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 European distance-selling rules, reimbursement must generally be made within 14 days of the withdrawal notice, although the seller may wait until the goods are returned or proof of dispatch is provided.

Promotional Discounts

When a promotional code or discount has been used, the refund will correspond only to the amount actually paid by the customer.

Promotional discounts have no cash value and will not be refunded separately.

Condition of Returned Items

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

Returned items must be carefully repackaged and include all components, accessories and documents originally supplied.

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

A refund will not be refused automatically because the packaging has been opened.

Damaged, Defective or Incorrect Items

If an order arrives damaged, defective or different from the item ordered, please contact us immediately and provide:

• the order number;
• photographs of the artwork;
• photographs of the outer and inner packaging;
• a brief description of the problem.

Where the item is confirmed as damaged, defective or incorrect, Atelier Nelson Gomes will bear the reasonable costs associated with returning, repairing or replacing it.

These rights are separate from the 14-day right of withdrawal. Under EU consumer rules, the cost of returning defective goods is the responsibility of the seller.

Right to Accept or Refuse Orders

Submitting an order through the website does not automatically guarantee its acceptance.

Atelier Nelson Gomes reserves the right to refuse or cancel an order before it has been accepted, including in cases involving:

• incorrect product or pricing information;
• payment issues;
• product unavailability;
• delivery restrictions;
• suspected fraudulent activity;
• inability to safely deliver the artwork to the selected destination.

If an order that has already been paid is not accepted, the customer will be informed electronically and will receive a full refund of the amount paid.