1. Personal Account

1.1 HOW DO I CREATE MY ACCOUNT?
To create an account, click on the icon in the top right corner of your computer and enter your email address. You will then be directed to a form where you will have to enter your email address.

You'll automatically receive an email with a login code to continue creating your account. You'll then be able to manage your addresses, order history, and personal information.

1.2 DO I NEED TO CREATE AN ACCOUNT TO BUY IN THE ONLINE STORE?
No. You can place an order without registering by simply filling out your billing and shipping information. However, by registering with the temacreations.pt online store, you can place an order without having to fill out all your information again for a future purchase and track the status of your orders.

1.3 HOW DO I LOG IN?
To log in, simply enter the email address and password with which you registered your personal account.

1.4 HOW CAN I EDIT MY ACCOUNT?
To edit your account, go to "My Account" and click the "Change" icon next to the field you want to change. Finally, select "Save." Update your information whenever changes are made.

1.5. I FORGOT MY PASSWORD. WHAT SHOULD I DO?
If you don't remember your password, when you log in and try to enter an incorrect password, a message will appear asking "Forgot your password?" You should select it. In the "Email Address" field, enter the email address associated with your account. You'll then receive a link from which you can set a new password.

2. Shipping

2.1 HOW CAN I TRACK THE STATUS OF MY ORDER?
To track your order sent by Registered CTT or Via Directa, simply request the tracking number via email: geral@temacreations.pt .

2.2 DOES THE SHIPPING ADDRESS HAVE TO MATCH THE BILLING ADDRESS?

You can choose two different addresses. If you want the shipping address to be different from the billing address, you'll need to remove the pre-selected "Ship to the same address" field in the ordering information section with one click.

2.3 WHAT HAPPENS IF NOBODY IS AT HOME TO RECEIVE THE ORDER?

DIRECT: If no one is at the address provided to ship the order, Via Directa sends the order back to our warehouse, but it is a rule to send a message or call to schedule an appointment.

CTT : If no one is at the address indicated for the delivery, CTT will return the package to the post office in your area, leaving a notification of unsuccessful delivery attempt in your mailbox. You should then go to the CTT counter indicated on the notification with the corresponding receipt and your identification document.

In both cases, if the order returns to our warehouse and reshipment is requested, there will be a €4 shipping cost (for mainland Portugal and the islands) and a cost to be calculated in the case of shipments outside of Portugal.

2.4 HOW LONG WILL IT TAKE FOR MY ORDER TO ARRIVE?
Shipping within Portugal and Spain: Up to 5 business days.
Shipping within Europe: 5-10 business days.
Shipping Outside Europe: 20 business days.
BLINK: Orders shipped to Lisbon from Monday to Friday from 10am to 6pm - until the end of the day the order is placed.

** Tema is responsible for the delivery times provided until the order leaves our facilities. Please note that carriers may take longer depending on their workflow and the time of year.


2.5 HOW MUCH DO I HAVE TO PAY FOR SHIPPING COSTS?
For shipments to be picked up in stores, shipping is free.
For shipping by post, the price will depend on the quantity of products you order at once and the destination of the order.
Shipping within mainland Portugal: €4.50 - €8 (Same Day)
Shipping within Portugal Islands: €10
Shipping within Europe: €10.00 - €20.00
Shipping to the Rest of the World: €50

2.6 CAN I COLLECT MY ORDER IN STORE?
Yes, when you pick up your order in-store, you pay no shipping costs. To do this, you'll need to enter this information when completing your purchase on the website.

2.7 HOW IS COLLECTION IN STORE PROCESSED?
If you have chosen the in-store pickup option, we will notify you via email when you can pick up your purchase.

3. Order

3.1 HOW CAN I ORDER AN ITEM ON THE PAGE?
To purchase from our online store, simply add the desired products to your cart in the upper right corner, enter a shipping and billing address, and choose your payment method. Your order will be shipped directly to the address indicated within the delivery timeframe specified upon order confirmation.

3.2 HOW TO DECIDE ON THE RIGHT SIZE?
To complete the shopping experience in our online store, we provide our customers with a general size guide, which you can check below. If the size you chose still isn't what you want, you can always exchange the item. You can find more information about this in the 'Exchange Policy'.

3.3 FOR WHICH COUNTRIES CAN I ORDER A THEME ARTICLE?
At www.temacreations.pt, you can order your pieces from anywhere in the world. We ship worldwide! All pieces will be shipped from PORTUGAL. The cost may vary depending on the delivery country.

3.4 HOW DO I MAKE SURE MY ORDER IS COMPLETED?
The final step of the purchase process is a confirmation message with the general details of your order. You will also receive an order confirmation email with all the details. If you do not see this final message or receive the order confirmation email, your purchase was not completed. In this case, please contact our Customer Service team at geral@temacreations.pt.

3.5 WHEN PLACING AN ORDER, IS STOCK AVAILABILITY GUARANTEED?
Despite our best efforts, we may experience a stock shortage. In this case, our Customer Service team will contact you to report the item(s) being out of stock and issue a refund.

4. Payment

4.1 WHAT PAYMENT METHODS ARE AVAILABLE?
In the online store you can pay using Multibanco Reference, Visa, MasterCard, Paypal and Bank Transfer

4.2 I CANNOT COMPLETE MY ORDER WITH THE CREDIT CARD PAYMENT OPTION.
Make sure you've entered all your credit card information correctly. If the problem persists, you should contact your card issuing bank and report the issue.

4.3 DO I HAVE TO PAY EXTRA FEES ON MY ORDER?
The only extra price you need to pay when purchasing from our online store is shipping costs, always depending on the delivery destination.

—————————————————————————————————————————————————————————

temacreations.pt has several payment methods that you can use to purchase our products:

Product prices may be displayed in multiple currencies, but all orders will be processed in euros by your bank upon completion of the purchase. For purchases made in a currency other than euros, the amount displayed during checkout is only an estimate of the final value based on the current exchange rates for euros and excludes any taxes, customs duties, fees, or tariffs that may be imposed.

* Multibanco Reference : Choosing this option generates a reference for payment at the ATM or through your Home Banking. You must then enter the Entity, Reference, and Total Amount of the order in Payments > Purchase Payments. You have 24 hours to make the payment; otherwise, the order will not be confirmed and consequently canceled.

** Visa and MasterCard : Payment by Visa Card requires the entry of a valid credit card details.
Note: If the information is invalid, an error message will appear, preventing you from completing the purchase. The total order amount will be automatically debited.

*** Bank Transfer : You must send proof of transfer to geral@temacreations.pt . You have 24 hours to make the payment, otherwise the order will not be confirmed and consequently canceled.

5. After-Sales

5.1 WHAT TO DO IF YOU RECEIVE A DEFECTIVE ITEM?
Tema guarantees the quality of all its products, but if the product you ordered has any type of defect, you should contact Customer Service via email at geral@temacreations.pt for information on shipping/pickup procedures. Please remember that you should not send the item to the store where Tema products are located without first contacting Customer Service.

5.2 WHAT TO DO IF MY ORDER DOES NOT ARRIVE WITHIN THE EXPECTED TIMEFRAME?
You must contact the following email to export the situation: geral@temacreations.pt

5.3 IS IT POSSIBLE TO MODIFY MY ORDER AFTER RECEIVING THE EMAIL CONFIRMATION?
No. Once you receive your order confirmation, you've completed the process. If you want to purchase more products, you'll need to place a new order.

5.4 CAN I EXCHANGE MY ITEM FOR ANOTHER?
Yes. temacreations.pt offers its customers the option to exchange items. For detailed information on the procedure, see the "Exchange Policy."

5.5 HOW CAN I SUBMIT A SUGGESTION OR COMPLAINT?
To submit your suggestions and/or complaints, you must send an email to: geral@temacreations.pt

You can also access the online complaints book: https://www.livroreclamacoes.pt/inicio

6. Exchange and Return Policy:

When you order a Tema piece you have a 30-day period to make the exchange of the item(s) ordered.

We accept returns of items within 15 days of receiving the email confirming the item's shipment.

Tema accepts returns for exchange if you are not entirely satisfied or if the item has any defects. However, it must not show any signs of use and must be returned with its original packaging and tags.

After receiving the items, Tema Creations reserves the right to deny the exchange if the item does not meet the requirements of the policy announced above.

Note: Exchanges will be processed within 3-5 business days after receiving the item. For returns , there is a 10 business days to process the refund .

--> To make exchanges there are 2 options:

a) At NOSSA store, you can exchange: For size, color or for another item, as long as the amount is the same or greater.

b) By email: If you wish to exchange an item through our website, simply send us an email to geral@temacreations.pt with the model, color, and size you wish to exchange it for. You must also send us an email to geral@temacreations.pt formalizing your order and sending the item to our store (Rua da Misericórida nº68 1200-273 Lisbon). When the item arrives, we will send the replacement item after you have paid the shipping costs.

--> To perform the returns there are 2 options:

a) At NOSSA store: You must take the item to the store, sign the Credit Note and wait up to 10 business days for the refund.

b) By email: You must send us an email to geral@temacreations.pt formalizing the order and sending the item to our store (Rua da Misericórida nº68 1200-273 Lisbon). When the item arrives, we will issue a Credit Note, which must be digitally signed and sent to our email address. Please allow up to 10 business days for the refund.

* NOTE: After you request an exchange or return, we'll check to see if we still have the desired product in stock and let you know if we can process the exchange or return. If we receive a positive response, Tema Creations is not responsible for shipping or other costs associated with returning products. The customer must either visit our store or ship the item to our office. Tema Creations can only cover this cost in the event of an error or mistake on our part.