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Delivery conditions
Once the order has been placed and payment confirmed, the customer will receive an automatic order confirmation by e-mail with an order number.
For payments made by MB reference, confirmation of the order will not be automatic and may take up to 2 working days.
Once the order has been confirmed, John Tweed will confirm the availability of the items within the next 2 working days.
If the item ordered is not available at that time, or for some reason it is momentarily impossible to fulfil the order, we will send a proposed solution by e-mail.
If the customer does not want an alternative solution, we will immediately cancel the order and refund the full amount of the order
John Tweed stipulates a maximum period of 5 working days for the customer to receive the order, after confirmation of payment, in mainland Portugal. For deliveries to the islands of Madeira and the Azores, this period can be up to 7 working days.
If the customer is unavailable to receive the order, the customer should contact the carrier using the means provided by the carrier in the sms or e-mail information received about the shipment, in order to guarantee delivery of the order.
John Tweed assumes no liability beyond the first delivery
Exchanges and returns
EXCHANGES
"The consumer has the right to terminate the contract, without giving any reason, within 14 days of the date on which the consumer or a third party, other than the carrier, takes physical possession of the goods"
John Tweed will accept requests for exchanges or alterations up to 30 days after receipt of the item by the customer or a third party other than the carrier.
To request a change, please contact [email protected], stating the following:
Request No.
Item to be modified
New item/size
Reason for change
Once the request has been received, John Tweed will contact the customer by email within a maximum of 2 working days, confirming the status of the request.
John Tweed only covers the transport costs for the first exchange of each order. Transport costs for subsequent exchanges are the responsibility of the customer.
If the desired item is available, John Tweed will collect the item that the customer wishes to change from the address on the customer's order, and once the item has arrived at our premises and its condition has been analysed, we will send the new item.
If the item is not in perfect condition and shows damage that does not allow us to re-sell it, John Tweed will not send a new item and will not be responsible for sending the item you have just received. The customer will be responsible for sending the item back to us.
All items corresponding to the order mentioned in the customer's exchange request e-mail are eligible for exchange. No exchanges will be made for items from previous or subsequent orders to the one identified in the email in question. Multiple orders will not be allowed in the same exchange request.
If the requested product is not available in stock, John Tweed will inform the customer and a possible delivery date will be given, which the customer can accept or request a refund. In these cases, we will also be responsible for collecting the item if it is the first exchange of the order. After receiving the item and analysing its condition, John Tweed will refund the price if it is in perfect condition and shows no damage that would prevent us from selling it again.
Imperfections and defects
Items received by the customer that are defective or faulty must be reported by e-mail to [email protected] within 14 days of receipt of the order. Once this period has elapsed, John Tweed may refuse to exchange the item or refund the price of the item.
Returns
"The consumer has the right to withdraw from the contract, without giving any reason, within 14 days of the date on which the consumer or a third party other than the carrier indicated by the consumer acquires physical possession of the goods"
John Tweed will only accept requests for returns up to 14 days after receipt of the order by the customer or a third party other than the carrier indicated by the consumer.
If the return is for an item that has already been exchanged in the same order, John Tweed will not cover the transport costs, which will be the responsibility of the customer.
To request a return, please contact [email protected], quoting the following address:
Order No.
Item to be returned
Reason for return
Once the request has been received, John Tweed will contact the customer by email within a maximum of 2 working days, confirming the status of the request.
Once collection has been arranged at the customer's address, John Tweed will collect the item that the customer wishes to return, and once the item has arrived at our premises and its condition has been analysed, we will refund the amount paid for the item.
If the item is not in perfect condition and shows damage that does not allow us to sell it again, John Tweed will not be responsible for refunding the value of the item and the return postage will be the responsibility of the customer.
In the event that a return means that the initial value of the order falls below the value that exempts it from transport costs, John Tweed will refund the value of the product in question, minus the cost of postage.
If the customer is unable to deliver the item to be returned to the carrier indicated by John Tweed, the customer will be responsible for sending the item to be returned.
The date on which the item to be returned must reach our premises cannot be more than 10 days after the date of the return request email.
Her and competent court
All purchases made on the website are subject to Portuguese law. Any conflict or divergence of interpretation of these terms and conditions shall be submitted to the competent Portuguese Court.
If the customer is outside mainland Portugal, John Tweed Tailored hereby informs the customer that any legal proceedings must be instituted exclusively in the Portuguese Courts.
Means of alternative dispute resolution
John Tweed Tailored informs us that consumers have at their disposal alternative mechanisms for resolving disputes arising from a consumer contract. These mechanisms are less formal, less expensive and faster than traditional court litigation.
In the event of a dispute, if you are a consumer within the meaning of Article 3 of Law 144/2015, you can resort to Alternative Dispute Resolution. As this is an online sales site, as a rule the Arbitration Centre corresponding to the consumer's domicile has jurisdiction.
Without prejudice to the possibility of resorting to Alternative Dispute Resolution Entities, whenever consumer disputes are involved relating to a contract made exclusively through an online platform (via the Internet), they can be resolved through the European Online Dispute Resolution Platform managed by the European Commission and free to use.
You can consult the updated list of Alternative Dispute Resolution bodies available under Article 17 of Law 144/2015 of 8 September on the Consumer Portal website.