1. About us

This website is operated by Traços de Mim Decorações Lda, trading as Traces of Me (“Traces of Me”, “we”, “us” or “our”), a Portuguese company registered at the Commercial Registry Office of Cascais under No. 10060/19971029, with registered office at Largo de S. João, nº 3, 1º, 7580-624 Comporta, Portugal. Our VAT number is PT 504036386.

You may contact us at customer.service@tracesofmetm.com.

2. Scope and acceptance

These Terms govern your use of this website and purchases made through it. By accessing the website or placing an order, you agree to these Terms and the policies referred to above. Mandatory consumer rights always prevail over any conflicting provision in these Terms.

You must be at least 18 years old and legally capable of entering into a binding contract to place an order.

3. Use of the website

You agree to use the website only for lawful purposes and legitimate enquiries or orders. You must not submit false, speculative or fraudulent orders, interfere with the website's security or operation, or use its content in violation of our intellectual property rights.

You are responsible for providing complete and accurate contact, billing and delivery information. If required information is missing or incorrect, we may be unable to process or deliver your order.

4. How the contract is formed

1. You select your products and submit the order using the button displayed at checkout.
2. We send an order acknowledgement confirming that we received your order. This acknowledgement does not by itself constitute acceptance.
3. We accept the order when we send the shipment confirmation for the relevant products. At that point, a contract is formed between you and Traces of Me.

Payment may be authorised or captured before shipment. If we cannot accept an order after payment has been captured, we will cancel the affected item or order and refund the amount paid.

5. Product availability

All orders are subject to availability. If an item becomes unavailable, we may propose a suitable alternative, but we will never send a substitute without your express agreement. If you do not accept the alternative, we will refund the unavailable item.

Many Traces of Me pieces are produced in limited quantities. Adding an item to your basket does not reserve it; availability is confirmed during checkout and order processing.

6. Refusal or cancellation of an order

We may refuse or cancel an order on reasonable grounds, including suspected fraud, payment failure, an obvious pricing error, product unavailability, delivery restrictions or breach of these Terms. When an order that has already been paid is cancelled, the relevant amount will be refunded without undue delay.

Nothing in this section limits your statutory rights.

7. Prices, taxes and payment

Prices displayed to consumers include VAT where applicable. Delivery charges are shown separately before the order is submitted. For destinations outside the European Union, local import duties, taxes and clearance fees may apply as described in our Shipping Policy.

We make reasonable efforts to ensure that prices are correct. If an obvious pricing error is identified before acceptance, we will contact you so that you may confirm the order at the correct price or cancel it. We will not change the price of an order after acceptance, except where required by law or expressly agreed with you.

Available payment methods are displayed at checkout and may vary by country. Payments are subject to validation and authorisation by the relevant payment provider. By using a payment method, you confirm that you own it or are authorised to use it.

8. Promotions, discounts and gift cards

Promotional codes and discounts are subject to their stated conditions, validity periods and exclusions. Unless expressly stated otherwise, promotions cannot be combined. A promotion does not affect your statutory rights, including the right to return eligible sale items purchased online.

Gift cards are subject to the conditions displayed when they are purchased or issued and cannot be exchanged for cash, except where required by law.

9. Delivery

Delivery methods, prices, free-shipping thresholds and estimated transit times are set out in our Shipping Policy and displayed at checkout.

Unless another period is expressly agreed, we will deliver without undue delay and no later than 30 days after the contract is formed. If an item must be transferred from one of our stores, preparation may require up to two additional business days. Estimates do not include weekends, public holidays, customs procedures or events outside our reasonable control.

If a material delay occurs, we will inform you and, where applicable, offer a new delivery date or the right to cancel and receive a refund.

10. Incorrect addresses and failed delivery

Please check your delivery details before submitting your order. If a parcel is returned because of an incomplete or incorrect address, refusal of delivery or failure to collect it, we may charge the direct return and reshipping costs after informing you. This does not apply where the failed delivery is our responsibility or the carrier's responsibility.

11. Risk and ownership

The risk of loss or damage passes to you when you, or a third party indicated by you other than the carrier, acquires physical possession of the products. Ownership passes when we have received full payment or upon delivery, whichever occurs later.

12. Right of withdrawal and 30-day returns

If you are a consumer in the European Union or another jurisdiction that provides an equivalent right, you may withdraw from an online purchase without giving a reason within 14 days after you, or a third party indicated by you, receives the goods. Where several items from one order are delivered separately, the period begins after delivery of the last item.

Traces of Me additionally offers a commercial return period of 30 days after delivery, subject to the conditions in our Returns & Refunds Policy. This additional period does not reduce the rights available during the statutory 14-day period.

You can request a return or, where available, cancellation through your customer account or by contacting us. Returned items must be unworn, unused and unwashed, with their original tags, accessories and packaging, subject to the right to inspect the goods as you would in a physical store.

When permitted by law and disclosed before purchase, you bear the direct return cost. If we provide a return label, the fixed fee stated in the Returns & Refunds Policy may be deducted from the refund. The first return label for an exchange or store credit is complimentary under the conditions stated in that policy.

13. Refunds and original delivery costs

For a full statutory withdrawal, we will refund the payments received for the returned products and the original standard delivery charge actually paid, where required by law. If you selected a more expensive optional delivery method, we are not required to refund the amount exceeding the least expensive standard option offered.

Original delivery charges are not refunded for partial returns or for returns made only under our commercial period from day 15 to day 30, except where the return is our responsibility or mandatory law requires otherwise. If original delivery was free, no outbound shipping amount is deducted retrospectively.

Refunds are issued to the original payment method, unless another method is expressly agreed and does not cause you any cost. We may withhold a refund until we receive the goods or evidence that they have been returned, where permitted by law.

14. Exceptions to withdrawal

The right of withdrawal does not apply where a legal exception exists, including clearly personalised or made-to-order goods and sealed goods that are unsuitable for return for health or hygiene reasons after their seal has been broken. This does not affect your rights when an item is defective or does not conform to the contract.

15. Defective or non-conforming goods

Products are covered by the mandatory legal guarantee of conformity applicable to consumers. If an item is defective, damaged or different from what was ordered, contact us as soon as possible. Depending on the circumstances and applicable law, you may be entitled to repair, replacement, a price reduction or termination of the contract. Traces of Me bears the necessary return costs for verified defective or incorrect items.

16. Product representation and handmade characteristics

We take reasonable care to display colours, textures, measurements and details accurately. Screen settings may cause slight colour differences. Because many pieces include natural fibres, artisanal processes, hand-finishing, embroidery, printing or dyeing, minor variations may occur and form part of the individual character of the piece. These characteristics do not limit your legal rights where a product is defective or materially different from its description.

17. Mobile messaging

If you expressly opt in, you may receive transactional or marketing communications by SMS or WhatsApp. Marketing consent is not a condition of purchase and may be withdrawn at any time.

• SMS: reply STOP or use the available unsubscribe link.
• WhatsApp: reply STOP or UNSUBSCRIBE, or use WhatsApp's controls.
• Alternatively, contact customer.service@tracesofmetm.com.

Message and data charges may apply. Further details are available in our Privacy Policy and, where applicable, our Mobile Terms of Service.

18. Intellectual property

All trademarks, designs, photographs, text, graphics, videos and other content on this website belong to Traces of Me or its licensors and are protected by applicable intellectual property laws. You may use the website for personal, non-commercial shopping purposes. No content may be reproduced, distributed, altered or commercially exploited without prior written permission.

19. Third-party services and links

The website may contain links to or integrations with third-party services, including payment, delivery, social media or communication providers. Their own terms and privacy practices may apply. We are not responsible for third-party websites that we do not control, without prejudice to our responsibilities for providers we appoint to fulfil your order.

20. Privacy

We process personal data as described in our Privacy Policy. Transactional communications necessary to manage an order do not require marketing consent.

21. Electronic communications

You agree that contractual information may be provided electronically, including by email and through your customer account, where legally permitted. You are responsible for keeping your contact details current and retaining relevant order and policy communications.

22. Events outside our reasonable control

We are not liable for a failure or delay caused by events outside our reasonable control, including natural disasters, war, civil disruption, government restrictions, major transport interruption, strikes, telecommunications failure, epidemics or carrier network disruption. We will take reasonable steps to reduce the impact and resume performance.

This section does not remove any right you may have to terminate the contract or obtain a refund when performance becomes impossible or is delayed beyond the period permitted by law.

23. Liability

Nothing in these Terms excludes or limits liability that cannot lawfully be excluded, including liability for fraud, wilful misconduct, death or personal injury caused by negligence, or mandatory consumer rights.

Subject to the previous paragraph, we are not responsible for indirect losses that were not reasonably foreseeable when the contract was formed or for business losses incurred by customers acting for professional purposes.

24. Transfer, waiver and severability

You may not transfer your contractual rights or obligations without our prior written consent, except where the law permits otherwise. We may transfer or subcontract our rights or obligations provided that doing so does not reduce your rights.

A failure to enforce a provision is not a waiver. If any provision is held invalid or unenforceable, the remaining provisions continue in effect.

25. Changes to these Terms

We may update these Terms from time to time. The version applicable to a purchase is the version made available when the order is placed, unless a change is required by law. Material changes do not apply retroactively to existing orders unless legally required.

26. Governing law and jurisdiction

These Terms and contracts made through the website are governed by Portuguese law. Portuguese courts have non-exclusive jurisdiction. If you are a consumer residing elsewhere, this does not deprive you of mandatory protections or the right to bring proceedings before a court that has jurisdiction under applicable consumer law.

27. Complaints and alternative dispute resolution

Please contact us first at customer.service@tracesofmetm.com so that we can try to resolve your concern directly.

Consumers may also use the Electronic Complaints Book. Information about Portuguese Alternative Consumer Dispute Resolution entities is available from the Directorate-General for Consumers.