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1. PERSONAL ACCOUNT
1.1 How do I create my account?
To create an account, click the icon in the upper right corner and enter your email address.
Next, you will automatically receive a code via email to confirm the creation of your account.
After this step, you will be able to manage your addresses, order history, and personal information.
1.2 Do I need to create an account to buy from the online store?
No. You can place an order without registering, simply by filling in your billing and shipping information.
However, by registering at temacreations.pt , you can save your data for future purchases and track the status of your orders.
1.3 How do I log in?
To log in, enter the email and password you set when you registered your account.
1.4 How can I edit my account?
In the My Account area, click Change next to the field you want to update.
Finally, select the Save option to save the changes.
1.5 I forgot my password. What should I do?
If you don't remember your password, when you try to log in you will see the option "Forgot your password?" . Click on this option, enter the email associated with your account and you will receive a link to set a new password.
2. SHIPPING
2.1 How can I track the status of my order?
- Batch: In the confirmation email, you will receive a button to track your order. By clicking it, you will be redirected to a page where you can check the current order status, the estimated delivery date, and the change history.
- Registered Mail (CTT) Request the tracking number via email at geral@temacreations.pt .
2.2 MUST THE SHIPPING ADDRESS MATCH THE BILLING ADDRESS?
No. You can use different addresses. To do this, simply uncheck the "Ship to the same address" option during the checkout process.
2.3 What happens if no one is home to receive the order?
- Batch On the tracking page you can see when the next delivery attempt will be made.
- CTT If you are not at home, CTT will leave a notification and forward the package to the post office in your area of residence. You must then go to the indicated counter, taking the notification and an identification document.
IMPORTANT: If the order is returned to our warehouse, shipping costs will have to be paid again for reshipment.
2.4 How long does it take for my order to arrive?
- Mainland Portugal (Standard) 2 to 7 business days (delays may occur during peak periods)
Same Day Delivery (orders placed before 1 PM) — only in Lisbon, Oeiras, and Cascais
- Islands: 5 to 15 business days (delays may occur during peak periods)
- Spain: 2 to 7 business days (delays may occur during peak periods)
Schengen Area: 5 to 15 business days
UK: 7 to 20 business days (shipping via CTT)
Rest of the World: 7 to 20 business days (shipping via CTT)
IMPORTANT: TEMA guarantees delivery times until the order leaves our facilities. Total delivery time may vary depending on the workload of the carriers and the time of year.
2.5 How much do I have to pay for shipping costs?
Free In-Store Pickup
- Mainland Portugal €4.5 – €8 (Same Day)
Islands €10
Spain €10
Schengen Area €17
- United Kingdom €20
Rest of the World €50
IMPORTANT: The price may vary depending on the quantity of products and the destination of the order.
2.6 Can I pick up my order at the store?
Yes. By choosing this option, you do not pay shipping costs. Simply select "In-Store Pickup" when finalizing your purchase.
2.7 How does in-store collection work?
If you choose in-store pickup, you will receive an email as soon as your order is ready for pickup.
3. ORDER
3.1 How can I order an item?
To purchase from our online store, add the desired products to your cart (top right corner), enter your shipping and billing address, and choose your payment method.
The order will be shipped directly to the address provided, within the delivery timeframe shown in the order confirmation.
3.2 HOW TO DECIDE ON THE RIGHT SIZE?
We provide a general size guide, which you can check out here .
If the chosen size is still not what you wanted, you can always exchange the item. For more information, please see our Exchange Policy .
3.3 For which countries can I order a themed item?
At www.temacreations.pt you can order from anywhere in the world.
All items are shipped from Portugal, with shipping costs calculated according to the delivery country. If your country is not available at checkout, please email us at geral@temacreations.pt .
3.4 How can I be sure that my order has been completed?
At the end of the purchase, you will see a confirmation message with the order details.
At the same time, you will also receive a confirmation email with all the details.
If you do not see the message or receive the email, the purchase was not completed. In this case, please contact our Customer Service Department via email: geral@temacreations.pt .
3.5 Is stock availability guaranteed when placing an order?
Although we check our stock regularly, stockouts can still occur.
If this happens, our Customer Service team will contact you to inform you and proceed with the refund of the value of the missing item(s).
4. PAYMENT
4.1 What payment methods are available?
In the online store you can pay via Multibanco Reference*, Credit Card (Visa, MasterCard, Maestro, American Express)**, Paypal, Apple Pay, MB Way, Klarna or Bank Transfer***.
4.2 I CANNOT COMPLETE MY ORDER WITH A CREDIT CARD. WHAT DO I DO?
Please check that you have entered all your card details correctly. If the problem persists, contact the card issuer and report the situation.
4.3 Do I have to pay extra fees on my order?
No. You will only need to pay the shipping costs, which vary depending on the delivery destination.
IMPORTANT: Product prices may be displayed in various currencies, but all transactions are processed in Euros by your bank after purchase.
If you purchase in a currency other than Euros, the price shown at checkout is only an estimate based on the current exchange rate. This price does not include any taxes, customs duties, or additional fees that may apply.
*Debit reference: By choosing this option, a reference is generated for payment at an ATM or through Home Banking.
You must enter the Entity, Reference, and Total Value in Payments > Purchase Payments.
Payment must be made within 24 hours, otherwise the order will be cancelled.
**Credit Card: Enter the details of a valid card.**
If the information is incorrect, an error message will appear and the purchase will not be completed.
The order amount is automatically debited.
***Bank Transfer: After making the transfer, you must send proof of payment to geral@temacreations.pt.
Payment must be made within 24 hours, otherwise the order will be cancelled.
5. AFTER-SALES SERVICE
5.1 What to do if you receive a defective item?
TEMA guarantees the quality of all products, but if the item has any defects, you should contact our Customer Service Department via email at geral@temacreations.pt . You will receive all instructions regarding sending or collecting the item.
IMPORTANT: Do not send the item back to the store without first contacting our Customer Service.
5.2 What should I do if my order does not arrive within the estimated time frame?
You should contact us via email at geral@temacreations.pt , indicating the situation.
5.3 Is it possible to modify my order after receiving the confirmation email?
No. Once confirmed, the order is complete. If you wish to purchase more products, you will need to place a new order.
5.4 Can I exchange my item for another one?
Yes, at Tema Creations you can request an exchange of your items.
For more details about the process, please see our Exchange Policy .
5.5 How can I submit a suggestion or a complaint?
You can send your suggestions or complaints to the email address geral@temacreations.pt .
Alternatively, you can also use the Online Complaints Book.
6. EXCHANGES AND RETURNS
6.1 How long do I have to exchange or return my themed item?
Exchanges are accepted up to 30 days after receiving the order.
Returns are accepted up to 15 days after receiving the order.
TEMA accepts exchanges or returns if you are not completely satisfied with your purchase or if the item has any defects. Returns are not accepted for items purchased in physical stores.
IMPORTANT: The item must show no signs of use and must be returned in its original packaging with all tags attached. TEMA reserves the right to refuse an exchange or return if these conditions are not met.
6.2 How long does the exchange/return process take?
Exchanges can be made 3 to 5 business days after receiving the item.
Returns will be processed within 10 business days for refund completion.
6.3 How can I make an exchange?
In the physical store (NOSSA Concept)
You can exchange the item for a different size, color, or model (provided the value is the same or higher).
By email
- Send an email to geral@temacreations.pt to formalize your order, indicating the desired model, color, and size.
- Send the item to our store (Rua da Misericórdia nº68, 1200-273 Lisboa).
- After receiving the returned item, we will send the new part. The shipping costs are the responsibility of the customer.
IMPORTANT: Before confirming the exchange, we check if the desired product is available in stock.
6.4 How can I make a return?
In the physical store (NOSSA Concept)
- Hand over the item.
Sign the Credit Note.
The refund will be completed within 10 business days.
By email
- Send an email to geral@temacreations.pt formalizing your request.
- Send the item to our store (Rua da Misericórdia nº68, 1200-273 Lisboa).
- Upon receipt, we will issue a Credit Note (digitally signed) and initiate the return process.
The refund will be completed within 10 business days.
IMPORTANT: TEMA is not responsible for the transport or costs associated with sending returned/exchanged items. TEMA will only assume these costs in case of error or mistake on our part.