1 - How to place an order for a standard product?
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A - Direct purchase on site
   a - Without account/Without registration
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Just enter the site and put in the cart the desired quantity of the product (s) chosen either by browsing or using the search options and filters.
You can choose by name, by kind of article, by the brand or even by the budget you wish to spend.
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. Be aware that often you can choose if you want your purchase to be delivered at an indicated address or at a selected delivery point (see shipping and delivery)
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Check, if applicable, that you have given us your tax number.
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If you want the gift wrapping click on this option when finalizing the order. You can use the field "message about the order" to let us know some data 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. You can use that field to send us some information concerning your order.
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Please note that at any time before making the payment you can easily go back and modify or withdraw your purchases.
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 b - With account/With registration
 Please register 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.
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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 options and filters in the cart.
You can choose by name, by kind of article, by the brand or even by the budget you wish to spend.
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.
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Please note that the billing address and delivery address (if different from billing address) are correct. Even if you have in mind to opt for a delivery point please fill correctly a delivery address (when you achieve the shipping page the system will let you know about the delivery point to choose if you have any in the postal code you indicated)
Check, if applicable, that you have given us your tax number.
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If you want the gift wrapping click on this option when finalizing the order. You can use the field "message about the order" to let us know some data 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. You can use that field to send us some information concerning your order.
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Please note that at any time before making the payment you can easily go back and modify or withdraw your purchases.
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  B - By direct contact with us through emails using the customer support address contacto@amesa.com.pt.
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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.
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  Warning: these instructions do not exempt you of thecareful reading of the more detailed information given on the "Terms, Conditions and Procedures" page.
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2 . What if I want a customized or tailor-made product?
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 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.
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 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.
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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.
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Warning: these instructions do not exempt you of the careful reading of the more detailed information given on the "Terms, Conditions and Procedures" page.
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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: Â
- Â Â Â Â Â Â Â Â Sign in to pay - your option if you have Paypal account Â
- Â Â Â Â Â Â Â Â Pay as a guest - your option if you do not have Paypal account
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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 transferÂ
 Transaction fees are paid by Helena Manso, Lda
Whether purchasing directly on the site or by contact with the firm you have 24h to make the payment ans send us the proof. 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.
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3.2.2 - Purchase by direct contact with the firm
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The data will be provided to you by an email sent by @mesa.com-Helena Manso, Lda.
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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.
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3.3 - Payment by ATM
Transaction fees are paid by Helena Manso, Lda
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 24h 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.
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Warning: these instructions do not exempt you of the careful reading of the more detailed information given on the "Terms, Conditions and Procedures" page.
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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
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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.
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Warning: these instructions do not exempt you of the careful reading of the more detailed information given on the "Terms, Conditions and Procedures" page.
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5Â - What are the shipping costs?
5.1 - The shipping costs are paid by the customer unless otherwise stated with the product. There will also be no shipping costs if the customer picks up their purchase at our facilities (see how in 5.2)
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.
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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.
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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.
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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.
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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.
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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.
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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.
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5.2 – If the customer wishes to pick up his/hers purchase at our facilities the purchase must be done by direct contact specifying that wish during correspondence exchanging.
   - Payment will always be made by electronic means prior to picking up the order.
5.3 - 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. Â Â 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.
5.4 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.
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Warning: these instructions do not exempt you of the careful reading of the more detailed information given on the "Terms, Conditions and Procedures" page.
6Â - And if I want to pick up my purchase at your facilities?
If you want to pick up your purchase at our warehouse you must do the purchase trough direct contact and not on the site
  6.1 - Specify it when exchanging correspondence.
  6.2 - 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.
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Warning: these instructions do not exempt you of the careful reading of the more detailed information given on the "Terms, Conditions and Procedures" page.
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7 - What is the policy of exchanges and returns? Â
7.1 - Exchange / Refund under the RIGHT OF RESOLUTION (Article 6 of Decree-Law no. 143/2001 of April 26):
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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
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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;Â
- 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  Â
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 metÂ
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. Â
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.Â
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.
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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.
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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.
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Warning: these instructions do not exempt you of the careful reading of the more detailed information given on the "Terms, Conditions and Procedures" page.
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8 - How should I proceed when receivind the order?
   What if the packaging arrives damaged?
  What if the product is damaged even though the packaging is undamaged?
When receiving tour order:
1 - Before signing the delivery, either at the destination address, or at a pick-up point of the carrier or its agency,
check the state of the package. If it is damaged, record on the carrier's waybill all anomalies detected in the packaging
(damaged box, dented corner, hole on one side, etc.). This act is mandatory to activate the insurance in case it becomes necessary
2 - Always open the packaging carefully and without destroying the box.
Do not destroy and dispose of the packaging until you are sure that the product is intact.
3 - If the product is damaged:
3.1 - Photograph:
The packaging box as if it were closed, taking care to photograph the NACEX carrier's seal,
The packaging,
The product
3.2 - Immediately inform @mesa.com (Helena Manso Lda) by email contacto@amesa.com.pt.
The claim must be submitted within 24 hours of receipt of the order.
Important:
Only with the prior registration of the damages to the packaging on the carrier's waybill and the
different photographs indicated above, namely those of the box with the seal of the carrier, we can
validate your claim.
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Warning: these instructions do not exempt you of the careful reading of the more detailed information given on the "Terms, Conditions and Procedures" page.
9 - I want to order the same items - I cannot repeat the order - What to do?
  Please confirm that none of the chosen items is out of order
  If one of the items is not available it is impossible to repeat the order.