Terms of service

DEFINITIONS

Seller: Cristiana Costa Lda. (hereafter: “Näz”).

• Having its registered office at Parkurbis escritório 21 – Parque Industrial do Tortosendo 6200-865 Covilhã
• VAT number (Portugal): PT 514522305
• e-mail address: wecare@naz.pt
• website: naz.pt

Buyer: a natural person who is of legal age and who is not acting within the context of practicing a profession or conducting a business, with whom the Seller concludes an Agreement.

Order: an order placed by the Buyer for the delivery of one or more products.

Product: a Näz product that the Seller offers for sale on the Website.

Price: the price indicated on the Website for a Product excluding shipping costs, unless the order surpasses the amount designated for free shipping.

Agreement: The Order, which the Seller has accepted as such.

SHIPPING

Please take into consideration that we ship orders on Tuesdays and Thursdays. Parcels will be shipped via CTT for Portuguese and Spanish and via UPS for European and International orders. You will receive an e-mail confirmation after your order has been placed and a shipping confirmation with tracking will be sent after the order has been shipped.

SHIPPING TIME ESTIMATES

When placing an order on our website for an item that is not yet released (available for pre-order), your credit or debit card is authorized and charged for the full amount of the order. You can place an order containing both pre-order and in-stock products. In-stock products will be shipped according to pre-order delivery time. But you may receive your products separately depending on their availability date.

National orders take between 1-5 weekdays to be delivered. European and International deliveries take between 3-8 weekdays for delivery once shipped.

We will make the delivery by the agreed delivery dates to every extent possible; however, the Buyer acknowledges that the delivery dates are based on the circumstances of which the Seller is aware at the time at which the Agreement is concluded and, insofar as they are dependent on work or services to be provided by third parties, on the information that such third parties provide to the Seller.

If you're absent during the delivery, your order will be held at a pick-up point, for a certain time. If you're not able to pick up your order, it will be returned to us. In this case, we will not refund you for shipping costs.

FORMS OF PAYMENT
We accept Visa, MasterCard, American Express, or PayPal payments. We also offer country-specific payment methods.

If you've selected the option "Referência de Multibanco" or "Bank Transfer", please note we have a limit of 3 business days to proceed with the payment. After 3 business days, and if we see that the payment is still due, we reserve the right to cancel your order.

CUSTOMS, DUTIES, AND TAXES.
Buyers are responsible for any customs and import taxes that may apply. Näz is not responsible for delays due to customs. 

Return Policy

After receiving your order, you have 14 days to return the product(s).

Please submit your return request in your customer account, after submitting the request please allow 2 business days to receive a reply. 

After you receive the confirmation of your request you have 3 business days to deliver the package to a pick-up point or, when choosing to ship with another service, to ship and send us a tracking code.

When requesting a return you can either:

• Request a label from us so you can deliver the return to your nearest pick-up point. 
  The cost of the return will be deducted from the refund. The costs are:

• Portugal + Spain	4.50€
  European Union	15€
  Switzerland & UK	25€
  Rest of the World	35€*

  *unless other cost is stated when return is accepted

• Choose to return with a service of your choosing - we’re not responsible for lost returns, so we advise you to choose a carrier that offers a tracking service.
  
  

Returns from outside of the European Union -  please wait for our reply before shipping it so we can send you the customs documents - if any customs fee applies they will be deducted from the refund.

We don't offer free returns on products without defects. 
The returned product(s) must be in the same condition they were delivered (e.g. unworn, unwashed, and with original tags), and in the original package they were sent.
We reserve the right not to refund you if you don’t meet the conditions above.

Find the nearest access point to return your order
- DHL

Exchanges

The process of exchanging a product is the same as returning a product.
Please submit your exchange request here.

Please note that we’re a small company with low stock quantities, so an exchange is not guaranteed.

After receiving your exchange, we’ll analyze your request to exchange products and will notify you with the new tracking number or refund you for the original order as a return.

Refunds

All refunds should be processed within 14 days after we receive your return at our office in the same payment method used when placing the order.

If more than 14 days have passed since you should have received the refund, please contact us at orders@naz.pt, and please include the order reference in your email.

Late or missing refunds (if applicable) 
If you haven’t received a refund yet, first check your bank account again. 
Then contact your credit card company, it may take some time before your refund is officially posted. 
Next, contact your bank. There is often some processing time before a refund is posted. 
If you’ve done all of this and you still have not received your refund yet, please contact us at orders@naz.pt. 

Gifts 
If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you. 

If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and he will find out about your return. 

COMPLAINTS

If you're based in Portugal, you can submit an official complaint at Livro de Reclamações
The contact details of the Seller and of the third parties that the Seller has engaged to handle complaints can be found by clicking on the ‘Contact’ button on the Website.

The Buyer will be obliged to inspect the Product when it has been delivered and to notify the Seller within a reasonable term if there are any visible defects or other complaints regarding the performance of the Agreement. Such complaints must be submitted in writing and must be fully and substantiated.

The Seller will respond to any complaints that it receives within a term of 7 days after received.

The Buyer acknowledges that: minor deviations and deviations that are generally considered acceptable in respect of the quality, size, color, finishing, etc. of Products cannot be avoided or are difficult to avoid and do not constitute a well-founded reason to submit a complaint.

While we make every effort to describe and photograph our products as accurately as we can, we can provide no assurances that the colors of the products on our website will be accurate or that the products displayed will be suitable for the purpose you may intend. We will accept no liability for claims arising from differences in descriptions, sizes, or colors of the product displayed on or purchased through this website.

SECURITY

This store automatically encrypts your confidential information in transit from your computer to ours using the Secure Sockets Layer protocol (SSL) with an encryption key length of 128-bits.