Customer Service

To order one or more items, customers should follow the usual process on online sales websites: use the buttons next to each item to add them to the shopping basket, change the quantities if you wish to purchase more than one unit of each item, and check out to finalise the order, according to the instructions provided by the website.

If you require further assistance, please contact us and we will be happy to help you.

You will find the contact details available on the website lagosmoments.com.

Transport

Our concern is that your order arrives in perfect condition. That is why all items are carefully packaged with protective material. However, we cannot be held responsible for the handling of your order by the transport companies that deliver it to you. To minimise any damage during transport, we use CTT Expressos as our carrier. Depending on the destination, the same transport company may subcontract other companies to deliver your order to you.

The cost of transport depends on the volume, weight and destination of your order, so shipping costs are calculated automatically. Shipping cost information will appear in your shopping cart when your purchase is processed.

We guarantee the delivery of your order to the destination country, but we will not be held responsible for any customs duties and restrictions on the entry of products in some destinations.

Where we deliver

We deliver nationally and internationally, however there are some destination restrictions that you need to take into account. Please check first what applies to the destination country of your order. Contact us so that we can resolve any issues relating to destination restrictions.

Delivery times

Lagos Moments ships orders daily. Within mainland Portugal, deliveries can take at least 3 to 5 working days, depending on the time of year. For overseas deliveries, delivery times are usually around 10 to 12 working days (for Europe) or 12 working days (for the rest of the world). During the Christmas period, carriers may experience delays in deliveries, so please be mindful of the timing of your order. Lagos Moments prepares the package ready for collection by the carrier the day after your order is placed. The time it takes to deliver to you is not the responsibility of Lagos Moments, but we help to ensure that everything arrives on time and in good condition at its destination.

Delivery guarantee

In the event of lost registered shipments, Lagos Moments undertakes to reimburse the customer for the total value of their order. In the event that the order is returned to the sender because a new delivery date has not been agreed with CTT in a timely manner, due to the customer being absent from the address and not answering their mobile phone or responding to emails, the order will only be reshipped upon payment of new shipping costs.

Customers will be refunded the full amount of items that cannot be sent to them due to stock shortages.

Exchanges and returns

If you are not satisfied with your purchase, or if the products arrived defective, you may return them within 30 days of the delivery date. Only items in their original packaging and in perfect condition will be accepted.

To proceed with the return, you must send an email to store@lagosmoments.com and inform us that you wish to return the order, indicating the order number or invoice number and which products you wish to return. You must also indicate the reason for the return and whether you want a replacement product or a refund.

You should wait for us to contact you before returning the item.

To return an item, please place the products in their original packaging, in perfect condition and with no signs of use, and send them to our shop address located at:

Lagos Moments Store

Rua Candido dos Reis numero 52
8600-681 Lagos
Portugal

We do not accept exchanges and/or returns of products that show signs of having been used, that arrived defective, or food products.

Upon receipt of your return, we will check the items and proceed to refund your money, excluding shipping costs or other fees.

Alternative Dispute Resolution for Consumer Disputes (RAL)
In accordance with Law No. 144/2015, in the event of a dispute, consumers may resort to an Alternative Dispute Resolution Entity for consumer disputes:

CNIACC – Centro Nacional de Informação e Arbitragem de Conflitos de Consumo
http://www.cniacc.pt/pt/

CACCA – Centro de Arbitragem de Conflitos de Consumo do Algarve
http://www.consumidoronline.pt/pt/

Once your order has been received, we will send you a confirmation email and proceed with the refund, provided that all return conditions have been met. Refunds are issued via the original payment method and will normally be returned within 10 working days, depending on your bank’s processing time.