HOW DO I MAKE A PURCHASE?
WHAT IS THE ORPHEU DECOR ACCOUNT?
Your account at www.orpheudecor.com will allow you to access all orders placed to date. There you will see all details regarding your purchases, namely products, price, discount and address listed for delivery and invoice. Note that you will also have access to the status of your current order(s).
HOW TO CREATE MY ACCOUNT OR TO REGISTER IN ORPHEU DECOR?
If you wish to register in ORPHEU DECOR, you can do it at the end of your order. After filling in your invoice information, click on “Create an account?”. A password to log in will be sent to your email.
HOW DO I RECOVER MY FORGOTTEN PASSWORD?
You can recover your access key in the “My Account” field. You will receive an email with a new password.
TO PURCHASE AT ORPHEU DECOR, YOU JUST HAVE TO FOLLOW THESE STEPS:
– View the product;
– Click on the product to enhance the picture and find more information about it: photo, description, details and price;
– Add the product to your shopping cart. You can choose to continue buying products or to process your order;
– If you wish to process your order, you can also to do it by filling in the invoice information;
– Select a payment method;
– Check your request;
– You will receive an email confirming your request.
IS IT POSSIBLE TO RECEIVE PERIODIC INFORMATION ON MY EMAIL WITH ORPHEU DECOR’S NEWS AND OFFERS?
Yes. By subscribing to our Newsletter, you will receive information about products, services, campaigns and special offers of ORPHEU DECOR.
CAN I CANCEL MY NEWSLETTER SUBSCRIPTION IN ORPHEU DECOR?
You can cancel your subscription at any time, by choosing to unsubscribe from this list at one of the newsletters received by email.
HOW DOES ORPHEU DECOR USE MY PERSONAL DATA?
We use your personal information exclusively for purposes of communication, order processing and status notification, as well as for processing information requests and complaints.
WHAT ARE THE PAYMENT METHODS I CAN USE TO MAKE MY PURCHASES?
– Credit Card
To make payments with credit card, you must enter all the requested data.
– ATM Reference (Only available in Portugal)
After confirming your order, you will be provided with the payment information (entity, reference and amount). You have 3 days after placing the order to proceed with the payment. Payments can be made by ATM or Home banking.
If you choose to pay for your order with PayPal, you will be redirected to the PayPal website, in order to finalise the payment. For more information, go to www.paypal.com.
– Bank Transfer
When placing your order, you will receive a confirmation email with the information of the bank account to which you must make the transfer. You have 3 days after placing the order to proceed with the payment. After doing so, please send us a transfer receipt to email@example.com, writing the order number in the email subject. The order shall only be processed after receipt of payment.
CAN I PAY IN CASH UPON DELIVERY?
No. Your order cannot be paid in cash on delivery. The payment must be done beforehand, so that the order can be processed and delivered.
The Order will be considered null after 3 working days of no payment confirmation.
WHY IS MY CREDIT CARD BEING DECLINED?
Your card may be declined for one of the following reasons:
– The provided data are not correct. Verify that you have filled in all required fields correctly;
– The card limit has been reached. Check with your bank if the card didn’t exceed the amount allowed to make purchases;
– The card has expired. Check the expiration date of your card.
CAN I GET AN INVOICE WITH MY COMPANY NAME?
Yes. By filling in the “Billing Details” with your company information.
WHAT SHOULD I DO IF THE PRICE OF THE PRODUCT I’VE PAID FOR IS WRONG?
If there is a difference between the value of the order and the amount paid, you should contact our Customer Service. You should have with you the invoice and the values in question.
HOW CAN I USE A DISCOUNT COUPON?
If you are awarded a discount coupon, you can easily use it by entering its code at checkout. The discounted value will be automatically deducted from your total.
MY PROMOTION CODE DOESN’T WORK: WHAT SHOULD I DO?
– Make sure your promotional code is still valid;
– Check whether the selected products are covered by the promotional offer or not;
– The discounts on the website may not be cumulative with other promotional offers;
– Promotion codes may not be cumulative.
WHERE CAN I FIND INFORMATION ABOUT THE PRODUCTS?
You just have to click on the product and then a new page will open with all the information on it (photos, details and prices).
WILL I RECEIVE THE SAME PRODUCT I SEE IN THE PICTURE?
Yes, under normal circumstances the product is as you see in the different photos. Nevertheless, the product may have slight variations resulting from its strong handmade component.
HOW CAN I ENSURE THAT THE PURCHASE WAS SUCESSFUL?
Once you have placed your order, you will receive a confirmation email. If you do not receive it, please contact our Customer Service.
CAN I DELETE ANY PRODUCT FROM MY ORDER?
Yes. Before finishing your order, you can delete the products you do not want from the shopping cart.
HOW DO I CANCEL / CHANGE MY ORDER?
You can cancel your order only if it has not yet been processed. If you have received the order confirmation email and you would like to cancel it, you should contact our Customer Service, as soon as possible, to verify if it is still possible.
CAN I TRACK MY ORDER?
You can always see the status of your order at your personal account. However, your client manager also sends you an email whenever there is any alteration on the status of your products. Finally, after dispatching your order, we also provide a link that allows you to monitor your shipment in real time.
WHERE CAN I RECEIVE MY PACKAGE?
You can receive your order at an address of your choice (for example, your home or work place, but never at a post office box).
IS THE INVOICE SENT WITH THE PACKAGE?
Yes, your invoice is always sent along with the products. In the majority of cases, we also send the invoice in digital format by email.
CAN YOU WRAP MY ORDER?
All products, except large ones, can be wrapped. If the product is meant as a gift, click on the field “Is it a gift?”. If you want to leave a message along with your gift, you can do it in the “Gift Message” field. If you have a special request to make, you can do it in the “Order Notes” field.
CAN I REQUEST MY ORDER TO BE SENT TO A DIFFERENT ADDRESS FROM THE ONE ON THE INVOICE?
Yes. When finalizing your order, click on “Billing Details” and click “Ship to a different address?”. There, you can choose to write a new Delivery address.
CAN THE COUNTRY OF DELIVERY BE DIFFERENT FROM THE COUNTRY OF INVOICE?
Yes. That is possible for the majority of cases, provided that the two countries are part of the European Union.
For any question or doubt, please contact our Customer Service team.
DO I NEED TO SIGN THE RECEIPT WHEN MY PACKAGE IS DELIVERED?
At the time of delivery, you or the person who receives the package will be asked to sign the delivery receipt. The person who signs it will henceforth be responsible for receiving the package and delivering it to the Customer.
WHAT IF I DETECT SOME ANOMALY IN MY ORDER CAUSED BY THE TRANSPORT?
When receiving the package, please check all the products received. If you find any anomaly, please report the situation to Orpheu Decor’s team, within 48h after receiving the products. To do so, you should send an email to firstname.lastname@example.org, with the order number, the name or reference of the damaged product and a photo of it.
ARE THE CUSTOMS DUTIES AND TAXES INCLUDED IN THE SHIPPING COST?
No. The Customer is charged for customs duties and import taxes separately. ORPHEU DECOR has no control or responsibility for any costs associated with customs duties and taxes that may be applied in the destination country.
MY ORDER IS INCOMPLETE, WHAT SHOULD I DO?
If your order is incomplete, please contact our Customer Service.
WHAT SHOULD I DO IF I RECEIVE THE WRONG PRODUCT?
If you mistakenly receive a product you did not order, please contact our Customer Service.
WHAT SHOULD I DO IF I RECEIVE A FAULTY PRODUCT?
ORPHEU DECOR always sends the products in perfect shape. Nevertheless, the products may suffer damages during the transport. If that happens, please contact our Customer Service right away.
I HAVE NOT RECEIVED MY ORDER. WHAT SHOULD I DO?
If you have not received your order, please contact our Customer Service.
IF I DO NOT LIKE THE PRODUCT, CAN I RETURN IT?
We provide several images of the product, so that our clients can know what they are buying. Nevertheless, if the Customer still does not like the product received, he/she can return it after communicating that decision to Orpheu Decor, within 14 days after receiving the products.
WHICH PRODUCTS CANNOT BE RETURNED?
The right of return shall not apply to:
- Custom orders;
- Supply of goods made according to consumer specifications or manifestly personalized (custom order);
- Supply of goods not subject to return, for reasons of health protection or hygiene (the cutlery and dinnerware are designed for personal use and, as such, no returns are permitted after use);
- Supply of goods which, by their nature, cannot be returned or are liable to deterioration or to quickly expire;
- Supply of goods which, after delivery and by nature, get inseparably mixed with other products;
- Supply of sealed audio or video recordings, as well as sealed software, where the consumer has removed the inviolability seal after delivery.
HOW CAN I RETURN A PRODUCT?
You may return the product only after communicating your decision to ORPHEU DECOR, by means of a statement sent by electronic mail to the email address email@example.com, whose reception will be confirmed within a maximum period of 24 hours.
Note that, to request a return, you must first have received your order.
WHAT IS THE DEADLINE FOR RETURNING A PRODUCT?
The deadline for returning products is 14 days after the date of delivery. To be returned, the products must be: followed by the original invoice; in the original packaging and fully complete; without any signs of use; in perfect conditions; accompanied by all the components that form an integral part of them, namely manuals, documents and accessories. Products that do not meet these requirements cannot be accepted for return.
WILL I BE FULLY REIMBURSED FOR MY ORDER?
The Customer shall be fully reimbursed for payments made, including shipping costs, but not Customs duties. Note that all costs resulting from returning the product(s) shall be deducted from the reimbursed value.
HOW WILL I RECEIVE THE REFUND?
Refunds will be made by the same payment method used in the payment of the order, except for payments made with ATM Reference, which will be reimbursed by bank transfer.
HOW CAN I KNOW WHEN I WILL BE REFUNDED?
Within 14 days from the date that the product was received at our facilities. Note that the refund will only be processed once the returned product has been received and verified at our facilities. If the product does not arrive in perfect conditions, we will not proceed with the reimbursement.
HOW TO PROCEED IF THE REFUND VALUE IS INCORRECT?
If the refund value is not correct, please contact our Customer Service.