Terms & Conditions

In this page, we present the general terms of sales established between the businesswoman Susana Turró Smit, from now on referred to as "Online Store," "We," or "Molly & Moai," and individuals who wish to make purchases on the website molli-moai.com, from now on referred to as "Customer."

The online store molli-moai.com is operated by the sole proprietor, individually known as Susana Turró Smit, with VAT number 295803495, and professional address at Bairro dos Moinhos 6, 6270-271 São Romão - Seia, Portugal, trading under the brand Molly & Moai.

These General Terms and Conditions regulate all necessary steps for placing an order on the website molli-moai.com and apply to sales to end consumers, as defined in subparagraph c) of Article 3 of Decree-Law no. 24/2014, of February 14 in Portugal.

These Terms and Conditions may be amended without prior notice. We recommend checking this page whenever you intend to purchase on the website.

This version is effective as of June 20, 2024.

 

1.    CONTACT INFORMATION

If the Customer has any questions or complaints about this Website, you can contact Molly & Moai via email at hello@molli-moai.com or by phone at +351 912 498 772 (call to the mobile network in Portugal), from Monday to Friday, between 10:00 AM and 5:00 PM, GMT.

 

2.    HOW TO BUY

To make a purchase in the online store, the Customer should access the page of the desired item and add the product to the shopping cart, choosing the desired quantity and clicking the "Add to Cart" button.

When ready to place the order, the Customer should access the shopping cart by clicking on the symbol in the top right corner of the screen and verify if the products in the cart and their respective quantities are what they intend to purchase. After this verification, the Client must confirm that they have read and accepted Molli&Moai's Terms & Conditions, and then click on the "Check out" button to proceed with the order.

On the next page, where the Customer should fill out the form with their information and choose shipping and payment options, a summary of the order will be presented, including an image of the items, their description, quantity, and value, as well as the subtotal for the products and the total order amount in euros with all taxes included. The shipping costs will be added to the order summary after the Customer fills in the shipping address information and selects the desired shipping method.

To proceed with the order, the Customer should fill out the information, shipping, and payment forms with their contact details and shipping address. They should also select the preferred shipping option and payment method. On this page, it's possible to provide a billing address different from the shipping address.

If any errors are noticed in the order or the data entered after making the payment, the Customer should contact our customer service via email at hello@molli-moai.com or by phone at +351 912 498 772 (call to the mobile network in Portugal).

 

3.    PAYMENT AND ORDER VALIDATION

Payment will be made upon the completion of the purchase process and is a mandatory condition for the formalization of the order.

Payments for purchases made on the online store can be made through:
• MB Way and Multibanco Reference – Only for Portugal
• Visa, Mastercard, or Maestro credit cards

If the customer chooses to pay by MBWay, they should send the amount due using the "Send Money" option available in the MBWay app on their mobile phone, indicating the online store's phone number - 912498772 as the recipient. The customer should also include their order number in the description field. Payment must be made within 24 hours of placing the order. After this period, if payment is not made, the order will be canceled.

If the Customer chooses to pay via Multibanco Reference, instructions for making the payment will be sent to their email after finalizing the order.

If the Customer selects a credit card for payment, they will be asked to provide the credit card details on the payment form before finalizing the order.

After completing the order, Molly & Moai will send the Customer an email with the order details. If the Customer does not receive this message within 24 hours on business days, we recommend contacting our customer service via email at hello@molli-moai.com or by phone at +351 912 498 772 (call to the mobile network in Portugal) to check for any communication issues or errors in the provided email.

This message indicating the order's receipt does not imply its immediate acceptance by Molly & Moai. The order acceptance occurs only after the online store verifies product availability and payment has been made, confirmed through a new email sent to the Customer.

 

4.    DELIVERY

Molly & Moai delivers to:
• Portugal (mainland and islands)
• Spain (mainland and Balearic Islands)
• Germany, Austria, Belgium, Denmark, Slovakia, Estonia, Finland, France, Greece, Hungary, Ireland, Italy, Lithuania, Luxembourg, Malta, Norway, Netherlands, Poland, and the Czech Republic.

The Customer can choose one of the following delivery methods:

• Express Mail by CTT – In this delivery method, the order will be delivered to the address provided by the Customer on weekdays, between 9:00 AM and 6:00 PM (local time), with someone present to receive it. The expected delivery date and the tracking code for the order during transportation will be provided by the online store in the shipment confirmation email.
• In-store Pickup – In this option, the Customer or their designated representative can collect the order at Molly & Moai's store at Bairro dos Moinhos 6, 6270-271 São Romão - Seia, Portugal, from Monday to Friday, between 10:00 AM and 5:00 PM. The date when the order is available for pickup will be communicated via email.

Purchases made on the online store cannot be delivered to P.O. boxes.

If the courier is unable to make the delivery due to no one being present at the address, the Customer will be notified by SMS or email of the location of their order, instructions to reschedule delivery, or details for collection, along with the deadline to do so. If the order is not delivered or collected within the indicated timeframe, it will be returned to Molly & Moai, which will refund the paid amount, minus delivery and return costs, totalling twice the amount incurred for delivery costs.

The Customer should carefully verify the delivery address details, ensuring they are correct and complete. Molly & Moai will not assume any responsibility for any delays or inability to deliver the order if these details are incorrect or incomplete.

If all ordered items are available, the average delivery times are as follows, counted from the order processing date:
• Delivery in mainland Portugal and mainland Spain – 1 to 3 business days.
• Delivery in Portugal, Madeira, and Azores islands – 1 to 4 business days.
• Delivery in Spain, Balearic Islands – 1 to 5 business days.
• Delivery in Germany, Austria, Belgium, Denmark, Slovakia, Estonia, Finland, France, Hungary, Ireland, Italy, Lithuania, Luxembourg, Malta, Norway, Netherlands, Poland, Czech Republic – 3 to 5 business days.
• Delivery in Greece – 4 to 7 business days

These timeframes are indicative. For each order, the Customer will be informed of the expected delivery date in the order confirmation email. The maximum period will not exceed, in any case, 30 working days from the date of sending this message.

Despite the online store's efforts to deliver orders within the specified timeframe, delays may occur due to unforeseen circumstances and issues in the delivery area or, in the case of islands, irregularities in connections.

If the online store cannot meet the delivery date due to circumstances beyond its control, it will inform the Customer of this situation, offering the option to either keep the order with a new delivery date or cancel the order with a full refund of the amount paid, without prejudice to all other rights under applicable law.

Upon receiving the order, the Customer should check if the packaging has any significant defects caused by transportation. If so, the Customer should request the courier to record this occurrence on the delivery sheet. Only then can the online store hold the courier accountable for any product damage caused during transportation.

If the Customer receives the wrong product due to a mistake attributable to the online store, the Customer should inform the online store via phone at +351 912 498 772 (call to the mobile network in Portugal) or email at hello@molli-moai.com to schedule the delivery of the correct product.

 

5.    PRICES

The prices advertised in the online store are in Euros (EUR).

The prices of products advertised on the website pages do not include shipping costs. These expenses will be automatically calculated after choosing the shipping method and filling in the address fields, and then added to the total.

For orders with a value equal to or greater than €70.00, shipping costs will be waived by the online store.

The prices and specifications of products presented in the online store are subject to change without prior notice. These changes will apply only to orders placed after the publication of the new prices and specifications and will not apply to orders that have already been completed by the customer at that time.

 

6.    RIGHT OF WITHDRAWAL

In accordance with Portuguese legislation, the customer who is a consumer has the right to terminate the purchase and sale contract, without stating any reason, within a period of 14 days from the day following the one on which they receive the order.

This right cannot be exercised when custom reversible dolls are purchased, which are produced according to the options chosen by the Customer.

To exercise the right of withdrawal, the Customer must inform Molly & Moai of their decision to withdraw from this contract through an unequivocal statement, for example, by email, using the email address: hello@molli-moai.com.

The Customer may use the withdrawal form template provided here, but this is not mandatory.

To meet the withdrawal deadline, it is sufficient for the Customer's communication regarding the exercise of the right of withdrawal to be sent before the withdrawal period expires.

 

EFFECTS OF WITHDRAWAL

In the event of contract withdrawal, the Customer will be reimbursed for all payments made, including delivery costs (except for additional costs resulting from their choice of a delivery method different from the least expensive standard delivery method offered by us), without undue delay and, in any case, no later than 14 days from the date the online store is informed of the decision to withdraw from this contract.

Molly & Moai processes these refunds using the same payment method that the Customer used in the initial transaction, unless expressly agreed otherwise by the Customer; in any case, the Customer will not incur any costs as a result of such a refund.

Molly & Moai may withhold the refund until the goods are returned or until the Customer provides proof of shipment of the goods, whichever comes first.

The Customer must return the goods directly to the address indicated below, without undue delay and no later than 14 days from the day they informed us of the contract withdrawal.

Molly & Moai
Bairro dos Moinhos 6
6270-271 São Romão - Seia
Portugal

The deadline is considered met if the Customer returns the goods before the end of the 14-day period.

The Customer must bear the direct costs of returning the goods. These costs are estimated at a maximum of approximately EUR 9.50 but may vary depending on the size and weight of the order, as well as the place of origin. The online store can provide the exact indication of these costs upon request from the Customer.

The items to be returned must be in perfect conditions of use, complete, without any signs of use, washing, or damage, with the respective labels applied and intact, and in the original packaging. Upon receipt, the returned goods will be checked by the online store team for these conditions. The Customer is only responsible for the depreciation of the goods resulting from handling beyond what is necessary to verify the nature, characteristics, and functioning of the goods.

If the product is not in the conditions stated above, the return will not be accepted, and there will be no refund of the amounts paid. The product will be available for the Customer to pick up at Molly & Moai's premises, or, upon request and at the Customer's expense, it can be resent to their address.

 

7.    WARRANTY

Products purchased in the online store have a warranty period of 3 years, starting from the date of delivery of the product to the Customer.

This warranty does not cover defects resulting from normal wear and tear caused by use, misuse, failure to comply with recommended care, or any other external cause.

To exercise this right, the Customer must report the non-conformity of the product to the online store by email at hello@molli-moai.com. This communication must necessarily include a description of the problem and be accompanied by a copy of the purchase invoice.

If the product has a defect, the Customer will be offered the replacement of the product or an appropriate reduction in price, or the contract may be terminated, depending on what is deemed more reasonable within the limits imposed by good faith, good customs, or the social or economic purpose of that right.

If the non-conformity in the product manifests within the first 30 days after its delivery, the Customer can freely choose between replacing the product and terminating the contract, in which case they will be reimbursed for the amounts paid.

Molly & Moai commits to carrying out the replacement or refund, in full or in part, within the legal maximum period of 30 days after receiving the product at its headquarters.

 

8.    CUSTOMER CARE

If you have any questions or complaints, you can contact the online store via email at hello@molli-moai.com or by phone at +351 912 498 772 (call to the mobile network in Portugal) during business hours, Monday to Friday, from 10:00 AM to 5:00 PM.

The online store also has an Electronic Complaints Book, accessible at https://www.livroreclamacoes.pt/inicio.

 

9.    APPLICABLE LAW AND DISPUTE RESOLUTION

The language in which the contract will be concluded between Molly & Moai and the Customer is Portuguese.

Contracts for the purchase of products through the online store will be governed by Portuguese law. This does not affect the rights recognized by applicable law.

Any dispute related to the use of the online store or the contracts for the purchase of products through the online store will be submitted to the non-exclusive jurisdiction of the courts of the Customer's domicile.

Alternative dispute resolution is the possibility that Portuguese and European consumers have to resort to impartial entities that help them resolve a consumer dispute in a way that is easier, faster, and less expensive than resorting to the courts.

Without prejudice to the right to submit the dispute to the judgment and decision of a judicial court, in the case of a consumer dispute, the consumer Customer can use the European Online Dispute Resolution Platform, available at http://ec.europa.eu/consumers/odr, or the following alternative consumer dispute resolution entities:

CNIACC - Centro Nacional de Informação e Arbitragem de Conflitos de Consumo 

CIMAAL - Centro de Informação, Mediação e Arbitragem de Conflitos de Consumo do Algarve

Centro de Arbitragem de Conflitos de Consumo do Distrito de Coimbra

Centro de Arbitragem de Conflitos de Consumo de Lisboa 

Centro de Informação de Consumo e Arbitragem do Porto

Centro de Arbitragem de Conflitos de Consumo do Vale do Ave/Tribunal Arbitral

Centro de Informação, Mediação e Arbitragem de Consumo (Tribunal Arbitral de Consumo)

Centro de Arbitragem de Conflitos de Consumo da Madeira

Centro de Arbitragem da Universidade Autónoma de Lisboa