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Shipping & delivery
Delivery conditions
Once the order has been placed and payment confirmed, the customer will receive an automatic order confirmation by e-mail with an order number.
For payments made by MB reference, confirmation of the order will not be automatic and may take up to 2 working days.
Once the order has been confirmed, John Tweed will confirm the availability of the items within the next 2 working days.
If the item ordered is not available at that time, or for some reason it is momentarily impossible to fulfil the order, we will send a proposed solution by e-mail.
If the customer does not want an alternative solution, we will immediately cancel the order and refund the full amount of the order
John Tweed stipulates a maximum period of 5 working days for the customer to receive the order, after confirmation of payment, in mainland Portugal. For deliveries to the islands of Madeira and the Azores, this period can be up to 7 working days.
Orders with a total value of €100 or more are eligible for free shipping.
If the customer is unavailable to receive the order, the customer should contact the carrier using the means provided by the carrier in the sms or e-mail information received about the shipment, in order to guarantee delivery of the order.
John Tweed assumes no liability beyond the first delivery
Exchanges and returns
EXCHANGES
Right of Withdrawal
The Consumer has the right to withdraw from the contract without providing any reason within 14 days from the date on which the Consumer, or a third party other than the carrier and indicated by the Consumer, acquires physical possession of the goods.
Exchange Policy
John Tweed will accept requests for exchanges or alterations for up to 30 days after receipt of the item by the customer or a third party other than the carrier.
How to Request an Exchange
To request a change, please contact info@johntweedtailored.com with the following information:
- Order Number
- Item to be modified
- New item/size
- Reason for the change
Once the request is received, John Tweed will contact the customer via email within a maximum of 2 business days to confirm the status of the request.
Shipping and Costs
- Shipping costs for returns and exchanges are the responsibility of the customer. John Tweed is not liable for these costs.
- Customers may exchange items at our physical stores free of charge.
Exchange Process
If the desired item is available, John Tweed will collect the article to be exchanged at the original delivery address. After the item arrives at our facilities and its condition is verified, the new item will be dispatched.
Product Condition
If the item is not in perfect condition and shows signs of damage that prevent it from being resold, John Tweed will not dispatch a new item nor be responsible for the return shipping of the received article. In this case, the return shipping to the customer will be at the customer's expense.
Eligibility
Only items corresponding to the specific order mentioned in the exchange request email are eligible for exchange. No exchanges will be made for items from orders prior or subsequent to the one identified in the email. Multiple orders are not permitted within the same exchange request.
Stock Availability and Refunds
If the requested product is out of stock, John Tweed will inform the customer of a possible delivery timeframe, which the customer may accept or opt for a refund. In these cases, John Tweed will take responsibility for the collection of the item, provided it is the first exchange for that specific order. Upon receiving and inspecting the item, John Tweed will issue a refund if the product is in perfect condition and shows no signs of damage that prevent its resale.
Imperfections and Defects
Any imperfections or defects in items received must be reported by email to info@johntweedtailored.com within 14 days of the order receipt date. After this period, John Tweed reserves the right to refuse the exchange or refund of the item.
Returns
Right of Withdrawal
The Consumer has the right to withdraw from the contract without providing any reason within 14 days from the date on which the Consumer, or a third party other than the carrier and indicated by the Consumer, acquires physical possession of the goods.
Return Conditions
John Tweed will only accept return requests within 14 days of receipt of the order by the customer or a third party, other than the carrier, indicated by the consumer.
Shipping Costs
- Shipping costs for returns and exchanges are the responsibility of the customer. John Tweed is not liable for these costs.
- Customers may exchange items at our physical stores free of charge.
- In the event of a return for an item that has been previously exchanged within the same order, John Tweed will not cover the transport costs; these will be the sole responsibility of the customer.
How to Request a Return
To request a return, please contact info@johntweedtailored.com providing the following information:
- Order Number
- Item(s) to be returned
- Reason for return
Once the request is received, John Tweed will contact the customer via email within a maximum of 2 business days to confirm the status of the request.
Shipping the Return
After the return request, the customer must send the item to the John Tweed Tailored address (Rua da Demanda nº 130, Pavilhão A 4740-023 Esposende) or, alternatively, deliver it to one of our physical stores. All costs associated with shipping the return are the sole responsibility of the customer.
Product Condition
If the item is not in perfect condition and shows damage that prevents it from being resold, John Tweed is not responsible for refunding the value of the item. In such cases, the cost of returning the item to the customer will be borne by the customer.
Shipping Fee Adjustments
If a return results in the initial order value falling below the threshold for free shipping, John Tweed will refund the value of the product minus the applicable shipping costs.
Logistics and Deadlines
- If the customer is unavailable to hand over the item to the carrier indicated by John Tweed, the responsibility for shipping the item to be returned lies with the customer.
- The item must arrive at our facilities no later than 10 days after the date of the return request email.
Her and competent court
All purchases made on the website are subject to Portuguese law. Any conflict or divergence of interpretation of these terms and conditions shall be submitted to the competent Portuguese Court.
If the customer is outside mainland Portugal, John Tweed Tailored hereby informs the customer that any legal proceedings must be instituted exclusively in the Portuguese Courts.
Means of alternative dispute resolution
John Tweed Tailored informs us that consumers have at their disposal alternative mechanisms for resolving disputes arising from a consumer contract. These mechanisms are less formal, less expensive and faster than traditional court litigation.
In the event of a dispute, if you are a consumer within the meaning of Article 3 of Law 144/2015, you can resort to Alternative Dispute Resolution. As this is an online sales site, as a rule the Arbitration Centre corresponding to the consumer's domicile has jurisdiction.
Without prejudice to the possibility of resorting to Alternative Dispute Resolution Entities, whenever consumer disputes are involved relating to a contract made exclusively through an online platform (via the Internet), they can be resolved through the European Online Dispute Resolution Platform managed by the European Commission and free to use.
You can consult the updated list of Alternative Dispute Resolution bodies available under Article 17 of Law 144/2015 of 8 September on the Consumer Portal website.