1 - How to place an order for a standard product?


 

1.1 - Direct purchase on site

 

1.1.1- Just enter the site and put in the cart the desired quantity of the product (s) chosen either by browsing or using the search option. Check the contents of the cart and continue following the steps that the system presents you. You do not need to register to make your purchase. At the end of your purchase the system proposes you to create your own account to streamline future purchases.

 

Verify that you have correctly entered the billing address and wherever the product is delivered.

 

Check, if applicable, that you have given us your tax number.

 

If you want the gift wrapping click on this option when finalizing the order. If you want to indicate some information about the person to whom the gift is destined (sex and age, for example) we will try to make the package according to this data.

 

Please note that at any time before making the payment you can easily go back and modify or withdraw your purchases.

 


1.1.2 - Registering on the website creating your own account following all the steps that are presented to you. Account creation streamlines the purchase completion process although you do not need to immediately proceed to one.

 

At any time you can access your account and modify the data or cancel it. Place the desired quantity of the product (s) chosen by navigation or using the search option in the cart. Check the contents of the cart and continue following the steps that the system presents you. When completing the purchase, verify that the data you entered when creating your account is entered correctly for the purchase you are making.

 


Please note that the billing address and delivery address (if different from billing address) are correct.

 

Check, if applicable, that you have given us your tax number.

 

If you want the gift wrapping click on this option when finalizing the order. If you want to indicate some information about the person to whom the gift is destined (sex and age, for example) we will try to make the package according to this data.

 

Please note that at any time before making the payment you can easily go back and modify or withdraw your purchases.

 

1.2 - By direct contact with us through emails using the customer support address contacto@amesa.com.pt.

 

They will define the products, the billing and delivery addresses, the intended carrier, the desired package, the time it will take to send the product and the time that the chosen shipping method will take to make the delivery. The payment method chosen will also be defined in the exchanged emails.

 

  Warning: these instructions do not exempt you of thecareful reading of the more detailed information given on the "Terms, Conditions and Procedures" page.

 



2 . What if I want a customized or tailor-made product?

 

 If the intended customization is provided in the system you can place the order directly on the website or by contacting us via email using the customer support address contato@amesa.com.pt.

 

 If the intended customization is not foreseen or you want a "tailor-made" adaptation, the steps will be the same as those of the direct contact purchase and the emails will also define in detail the desired specifications and their costs.

 

Note that in case of customized article the right of withdrawal (right of the consumer to return the article within 14 days after the date of receipt of the same) does not apply unless the article delivered is defective.

 

Warning: these instructions do not exempt you of the careful reading of the more detailed information given on the "Terms, Conditions and Procedures" page.

 

 

3 . How to make the payment?



Whether you buy directly on the site or purchase made through email with the firm you can always pay by PayPal, with credit or debit card or by bank transfer. If you buy directly on the website you also have the possibility to pay by ATM.

3.1 - Payment by Paypal and Visa or Mastercard (even without a PayPal account)

- Transaction fees are paid by Helena Manso, Lda

3.1.1 Direct purchase on the site

All data will be automatically generated by the system.

Thanks to the partnerships between Paypal and Visa and Mastercard it is possible to pay with these cards without having PayPal account. That is what Paypal calls "Payment as Guest"


3.1.2 - Purchase by direct contact with the firm It is processed quickly, simply and safely:

3.1.2.1 - Request for payment

You will receive a message from PayPal asking payment to Helena Manso, Lda (@ mesa.com) of the amount agreed upon. The message indicates the requested value. At the end of the message a field marked "pay" appears where you should click.

3.1.2.2 - Payment (Remember that you can pay with Visa or Mastercard without even having a PayPal account)

To pay you will be given 2 options:  

  •          Sign in to pay - your option if you have Paypal account  
  •          Pay as a guest - your option if you do not have Paypal account

 


Clicking on this option will show you the options of the different cards with which you can make your payment..Choose the card and fill out the identification form presented by Paypal and give payment instructions.


3.1.2.3- Payment validation

PayPal sends you a message on the system to confirm that you want to send the payment by referring to its value

3.1.2.4 - Confirmation of payment

PayPal sends you on the system a message to confirm that you have sent the payment and invites you to create a PayPal account what you will or will not do. You will also receive a payment confirmation message in your email box

3.1.2.5 - - In purchase by contact with the firm you have 3 consecutive days to make the payment after it has been requested by PayPal. After this period, if the payment has not been made, the order will be considered null. After that date, you should not make the payment without contacting us again.

3.2 - Payment by bank transfer 


 
Transaction fees are paid by Helena Manso, Lda

Whether purchasing directly on the site or by contact with the firm you have 3 consecutive days to make the payment. As by bank wire the money takes 48h to appear in our bank account that is why you only have 1 day to make the payment if you do not send the proof of payment. If the payment has not been made, the order will be considered null. After that date, you should not make the bank wire without contacting us again.

3.2.1 Direct purchase on site

The data is generated automatically by the system.

 Do not forget to identify your order by placing the order code generated by the system in the transfer order and that you received automatically in an email.

When the payment is validated a new email will be sent to you.

 

3.2.2 - Purchase by direct contact with the firm

 

The data will be provided to you by an email sent by @mesa.com-Helena Manso, Lda.

 

Do not forget to identify your transfer by placing in the transfer order the name of the person who made the purchase and the reference of the product (s) to be purchased.

 

Usually a bank transfer takes about 48 hours to appear in the beneficiary's bank.  That is why you only have 1 day to make the payment if you do not send the proof of it. The above mentioned proof may also be requested in case of any doubt of ours.


3.3 - Payment by ATM

Transaction fees are paid by Helena Manso, Lda

Only available on direct purchases on the website.

Only available to customers with Portuguese bank account

All data will appear to you automatically generated by the system.
You will receive an email sending you the credentials to make the payment


You have 3 consecutive days to make the payment after which the order will be considered void. 
After that date, you should not make the payment without contacting us again

After validation of payment tou will receive a new email confirming it.

 

 

Warning: these instructions do not exempt you of the careful reading of the more detailed information given on the "Terms, Conditions and Procedures" page.

 

 

4. How long does it take before I receive the product?

This time is divided into 2 periods:

4.1- the time the product takes to leave our premises and to be delivered to the carrier and what we will call "time for delivery"

In case of availability of stock in our facilities the shipment will be immediate or almost immediate, ie depending on the hours the order is made, it will be delivered to the carrier on the same day or the following day

In case of stock breach in our warehouse probably the replacement of the article has already been requested from our supplier and it is already on the way. Next to the article you will probably find the expected time until the article is available again in our warehouse.


For any questions you can and should always contact us through e-mailcontacto@amesa.com.pt

 

4.2 - the time that the chosen shipping method takes to do the transport and that we call the "delivery time"

At the end of your order a page will appear with the definition of the shipping method. Next automatically generated by the system appears the time the carrier takes to make the delivery.

 

Warning: these instructions do not exempt you of the careful reading of the more detailed information given on the "Terms, Conditions and Procedures" page.

 

 

5  - And if I want to pick up my purchase at your facilities?

If you want  to pick up your purchase at our warehouse please

   5.1 - choose that option in the system
   5.2 - before coming to pick it up please contact us previously by the email contacto@amesa.com.pt in order that your purchase be ready when you come to pick it up.

Be aware that  in that case is the date you raised your purchase that counts towards the beginning of the time of your right of resolution.

Our customer wishes are important to us and we will do everything to make them come true.

 

Warning: these instructions do not exempt you of the careful reading of the more detailed information given on the "Terms, Conditions and Procedures" page.

 


6 - What are the shipping costs?

6.1 - The shipping costs are paid by the customer unless otherwise stated with the product.

The sizes are automatically generated by the system based only on weight.

Next to each product, in the information sheet, you will find the shipping weight.

However, the actual shipping cost is also based on the volume of the package.

Next to each product, in the fact sheet, you will find the product dimensions. The volume of the packaging will depend on the dimensions of the product and its proper packaging.

 

The shipping cost automatically generated by the system is calculated based on weight only. However, in addition to the weight, for the final value of the postage, the volumetric weight also matters, that is, the sum of the 3 measures of the shipping volume: length + width + height measured in cm, and when this value exceeds 150 cm the the actual value of the postage goes to the overweight step of the order.

 

Thus, in exceptional cases where the sum of those 3 measures of the shipping package exceeds 150 cm, there will be a marked discrepancy between the net weight of the product and its shipping weight so that the value of the shipping costs that will be expressed in the system corresponds to its real value.

 

If, in the case of single-volume shipments, the "bug" of the system can thus be overcome in the vast majority of cases, in the case of shipments with two or more volumes, the calculation of the actual value of the postage requires a consultation with the carrier.

If the cost of postage is higher than the value recorded in the system when ordering, the excess amount will be requested from the customer before shipping.

 

Your payment can be made through Paypal or bank transfer according to the customer's wishes. Despite being totally oblivious to this system error, @ mesa.com (Helena Manso, Lda) is already apologizing for the inconvenience this "bug" can cause.

 

In case the customer does not accept the excess of the postage value, the order will not be dispatched and will be canceled by committing @ mesa, with (Helena Manso Lda) to return the amount already paid to the customer.

 

For any queries do not hesitate to contact us.

If the customer wishes to use a method of shipment not foreseen in the system (express mail, his usual carrier, etc.) he should contact us via email and afterwards the order will be processed through electronic correspondence.

 6.2 - As presented in the "Terms, conditions and procedures" all products sold     and shipped outside the European Union (transactions outside the EU) are exempt from VAT (Article 14 of the VAT Code).

 For this exemption to be verified it is necessary that both the billing address and the delivery address are located outside the European Union

WARNING: Orders outside the European Union (non-EU) may be subject to CUSTOMS, IMPORT and / or OTHER TAXES to be charged as soon as the order arrives in the country of the receiving person (buyer or addressee) of the order.   Please contact your local customs services for more information because @mesa.com cannot predict what these costs will or may be.These additional charges will be charged directly by Customs in the country of destination.

6.3 The shipments of @ mesa.com are made in accordance with the Incoterm DDU (Delivered Duty Unpaid) which means that @ mesa.com does not collect VAT, duties and / or any fees on orders for countries outside the European Union and cannot predict what charges to take into account ie, @ mesa.com sends orders with DDU. This means that import duties are excluded from the price to pay you see online and that the receiving person may have to pay import duties when receiving the purchase or at a later date depending on the Tax Law of the country in question.

 

Warning: these instructions do not exempt you of the careful reading of the more detailed information given on the "Terms, Conditions and Procedures" page.

 

 


7 - What is the policy of exchanges and returns?  

7.1 - Exchange / Refund under the RIGHT OF RESOLUTION (Article 6 of Decree-Law no. 143/2001 of April 26):

 


a) In the purchases made by Internet at @ mesa.com the consumer has a period of 14 days (after receiving the product) to resolve the contract without payment of compensation and without need to indicate the reason

 


b) Unless otherwise agreed, this right shall not apply to:

  • Provision of services whose execution has begun, with the agreement of the consumer, before the expiry of the period provided for in paragraph 1 of the preceding article;
  • Supply of goods or services whose price depends on fluctuations in financial market rates which the supplier can not control; 
  • Supply of goods made according to customer specifications or manifestly personalized or which, by their nature, can not be reshipped or are likely to deteriorate or perish quickly, including but not limited to mattress, duvet covers and pillows   
Therefore, upon receipt of the order, the CLIENT has a period of 14 (fourteen) days to exchange or return the product (s) purchased, provided that the following conditions are met 
WARNING: The date of receipt of the order is the date on the carrier's carrier's bill of lading or the pick-up point of the carrier but, in case of the customer or someone duly identified and mandated by him / she picks up the product (s) in the facilities of @ mesa.com the 14 days start counting from that moment; this is particularly relevant in case the product (s) is picked up by the carrier chosen by the customer since the time starts to run from the moment the product (s) ) is (are) collected at our premises and not at the time the customer receives them.  

Conditions to be respected:

1) - The CUSTOMER must, within the deadline indicated above (14 days from the date of receipt of the order), send an e-mail to Customer Support (contacto@amesa.com.pt) informing the invoice number and reference (s) of the product (s) to be returned or exchanged. Although by law the CLIENT does not need to indicate the reason to @ mesa.com thanks for now that it is mentioned. 

2) - The product (s) to be returned or exchanged must be accompanied by the original packaging, duly protected in order not to be damaged during transport, and with the respective label (s) intact (s) ).

3) - The transportation costs related to the exchange or return are the sole responsibility of the CLIENT, except for situations of explicit error in the sending of any product or defect thereof.

4) - The CUSTOMER must send by CTT (or by the official mail of your country) the return of your order.

The order must be registered since @ mesa.com - Helena Manso, Lda is not responsible for any loss of the merchandise.

The return address is as follows: Rua Estação Railways 41A - 1º - Dto 7540-157 Santiago do Cacém PORTUGAL

Any packaging received by @ mesa.com - Helena Manso, Lda without identification of the sender or sent to the collection, will not be accepted.

 5) - The CUSTOMER should inform @ mesa.com - Helena Manso, Ltd  when he/she send his/hers return and wait at least 3 (three) business days for its reception by @ mesa.com - Helena Manso, Ltd.

 

In the event that the above procedure is not performed correctly, @ mesa.com - Helena Manso, Lda may not accept the return or exchange of products.

The @mesa.com - Helena Manso, Lda undertakes to reimburse the CLIENT within a maximum of thirty (30) days from the receipt of the return,

In case of return of an order, the @ mesa.com - Helena Manso, Lda will not refund the shipping costs. As said above @ mesa.com - Helena Manso, Lda will only bear the shipping costs in case of shipping error.

 

7.2 - Exchange / Return by default or error

In the case of an item exchanged in relation to the order, the shipping and handling costs are the responsibility of @ mesa.com - Helena Manso Lda.

 

As explicitly stated in "Terms, Conditions and Procedures" the order must be opened and inspected at the time of receipt in the presence of the carrier or its representative and if the item (s) is damaged / (s) the customer must reject the order stating in the carrier's bill of lading the reasons for rejection and inform @ mesa.com-Helena Manso Lda of the fact also indicating if it is intended to exchange or refund the product (s) .


However, if any defect or error in the article was not detected immediately on the first inspection at the time of its receipt, the customer should always contact the customer service desk at @ mesa.com-Helena Manso, Lda (contact @ amesa.com.pt). In this e-mail the client must explain what happened with a supporting photograph and also indicate the invoice number and the reference of the product (s) to be returned or exchanged.

O @ mesa.com.pt - Helena Manso, Lda undertakes to respond to the client within a maximum of 7 working days. Helena Manso Lda sincerely hopes to resolve by this means any claim that the client presents.

 

 In the case of a complaint considered justified by @ mesa.com-Helena Manso Lda @ mesa.com-Helena Manso Lda will contact the carrier that delivered the product to collect the product.

 

The date of collection of the product will be scheduled between the interested parties by electronic correspondence.

 

 Warning: @ mesa.com - Helena Manso, Lda will not accept any packaging sent directly by the customer.

 

@ Mesa.com - Helena Manso, Lda undertakes to reimburse the CLIENT within a maximum of thirty (30) days of receipt of the return, either of the value of the item (s) returned or the value of the postage paid by the customer at the time of ordering.

 

Warning: these instructions do not exempt you of the careful reading of the more detailed information given on the "Terms, Conditions and Procedures" page.

 


8 - What if the packaging gets damaged?

If at the time of delivery the packaging is damaged, the customer must immediately reject the order without opening it, indicating on the carrier's bill of lading what defects are detected (damaged box, etc.) and inform @ mesa.com-Helena Manso Lda of what happened .

 

In cases where the delivery is made at a pick-up point of the carrier, the customer should not pick up the order, stating the reasons on the transport document on the spot and inform @ mesa.com-Helena Manso Lda of the event also indicating if it is intended the exchange or the refund of the product (s).

 

Only in this way can we guarantee the resolution of the problem.

 

Warning: these instructions do not exempt you of the careful reading of the more detailed information given on the "Terms, Conditions and Procedures" page.