FREQUENTLY ASKED QUESTIONS
Please note that reading our Terms and Conditions and Privacy Policy is mandatory before starting your shopping.
- Making a purchase in the MOS online store is very simple:
- Search for the product you wish to purchase and select the color (if applicable) and desired quantity;
- Add the product to the Shopping Cart by clicking on the "Add" option;
- If you are ready to complete your purchase, click on "View cart"; otherwise, continue adding products;
- In your cart, confirm the products and quantities in your order (you can remove products and/or change quantities);
- If you have a discount voucher or promotional code, enter it, click "Apply," and then "Checkout"; log in to your account, create an account, or proceed with the purchase without registering;
- Confirm your details and shipping/billing addresses and select the payment method;
- Accept the Terms and Conditions and click on "Secure Payment." Note that if you select Visa/Mastercard payment, you will be redirected to a secure payment form;
- Proceed with the payment and confirm your order. Your order number will be generated at the top of the page;
- Within a maximum of 24 hours, you will receive an email confirmation of your order in your inbox;
- Your order will then be processed by our team and shipped to the address you provided.
Yes. You can shop with complete confidence and peace of mind.
All your personal data is confidential and used exclusively to provide you with the best possible service.
For more information, please refer to our Privacy Policy.
Online purchases on the MOS website can be made in all countries.
No. Creating an account is not mandatory to make an online purchase on this site. You can make a purchase as a guest, with only a set of personal details required for the process.
However, MOS recommends that users choose to create an account. By registering as a customer on the MOS website, users can access a personal area with all their details (which can be modified), complete their purchases more quickly, track their order status, and review their address list whenever they wish.
Discount vouchers and/or promotional codes are occasionally issued.
To take advantage of these discounts, simply enter the code and click the "Apply" option. The discount will be applied to the total amount to be paid at checkout.
The MOS online store offers the following payment methods: Multibanco Reference, MB Way, and Debit/Credit Card (Visa, Mastercard).
For purchases made via Multibanco, the customer has 48 hours to make the payment. After this period, the order is automatically cancelled.
For credit card payments, the charge will be made immediately after the order is registered.
All transactions are encrypted and 100% secure (for more information, please refer to our Privacy Policy).
The invoice will be sent to the email provided at the time of purchase.
If you are a registered customer, the invoice will be available in your personal area under "My Account" after the order is shipped.
If a product you have ordered is out of stock, our team will inform you via email about the new expected delivery date. If this delay exceeds your expectations, you can request a refund for the order amount.
If you opt for a refund, it will be processed using the same payment method used for the purchase. The refund process may take up to 14 days, starting from the moment the stock unavailability is communicated.
Yes. You can change an order (product selection, quantities, shipping/billing addresses, payment methods) until it is confirmed in our system (after payment).
Once the order is processed, it is no longer possible to change any details, and any additional costs will be the customer's responsibility.
If you are a registered customer, check the status of your order in your personal area to see what changes can be made.
You can receive your order at the address you provide during the purchase process (home, workplace, or other). Please check the available delivery countries in case of any doubt.
Shipping costs will be added during the checkout process and vary depending on the order value and delivery location. These are calculated as follows:
Home deliveries, by country:
Continental Portugal: €9.99 for orders up to €150 / FREE for orders over €150.
Azores and Madeira Archipelagos, Balearic Islands, and Canary Islands: €29.99 for orders up to €150 / FREE for orders over €150.
Spain: €14.99 for orders up to €150 / FREE for orders over €150. France (excluding Islands), Italy (excluding Islands): €12.99 for orders up to €200 / FREE for orders over €200.
Germany, Austria, Belgium, Denmark, France, Netherlands, Ireland, Italy, Luxembourg: €24.99 for orders up to €300 / FREE for orders over €300.
Sweden: €29.99 for orders up to €400 / FREE for orders over €400.
For all other countries, the shipping cost is on request and will be informed to each customer.
Yes.
If you are a registered customer, you can track the status of your order in your personal area. To know the exact location of your order, you should enter the order tracking number on the carrier's platform.
For non-registered customers, after payment confirmation, and within a maximum of 24 hours, a confirmation email will be sent, followed by another email after the shipment, with the shipping tracking instructions.
A tracking number will be provided so the customer can track their order through the carrier's website.
Yes, if the order has not been confirmed by our system.
You should formalize your request by filling out the available form on our website, with the subject "Order Cancellation".
The information sent must include the order number in question.
You can return an item or order within 15 days after receipt under one of the following conditions:
a) The purchased item does not meet the customer's needs;
b) Incorrect item (the item does not match what was ordered by the customer);
c) Defective item;
d) Damaged item. You should check the condition of the item at the time of delivery by the carrier and register any damages that may have occurred during transport on the delivery note.
To exercise the right to return an item or order, the customer must contact us through the available form on the website or by emailing [email protected], with the subject "Return", or using the returns section in the customer account. The latter option is only available if the reason for return is as mentioned in point a).
Point a)
If the purchased item does not meet the customer's needs (point a)), the customer can access their account, under the "Orders" section, and select the order they wish to return. They must follow the steps in the return form, selecting the reason for the return of the product. At the end of the process, they will receive an email in their inbox, notifying the company of the return request. The customer should then return the product via regular mail to the address provided below.
Points b), c), and d)
The return should be formalized by the customer by sending an email to [email protected], with the subject "Return", or by filling out the form available on the website.
The information provided must include the reasons for the return and the order reference. Returns without prior notice will not be accepted.
Items must be returned, along with the invoice, using all original packaging and padding, by regular mail, to the address below:
Deartis - Cerâmicas, Lda
Rua Principal, n. º50 Casais de Baixo
2480-154 Porto de Mós
Portugal
Returns via customer account (only for registered customers):
If the purchased item does not meet the customer's needs (point a), the customer can access their account under the "Orders" section and select the order or items they wish to return. They should follow the steps provided on the website, selecting the reason for the return and how they wish the amount to be refunded (payment voucher or monetary refund). After completing the process, they will receive a confirmation email of the return request.
Shipping costs for returns will be borne by the customer.
Costs Charged to the Customer:
In the case of point a), the customer is responsible for all shipping costs associated with the return.
For the conditions outlined in points b), c), and d), MOS will assume all return shipping costs and the cost of a new delivery, if the customer so wishes.
The refund will be processed after evaluation by the Quality Department of the condition of the item(s), using the same payment method used in the initial transaction, within approximately 30 days after the return receipt.
Note: Items that have been used, transformed, damaged, or lack tags and packaging will not be accepted for return.
VARIATIONS THAT SHOULD NOT BE CONSIDERED DEFECTS:
The products sold, particularly handcrafted items, often exhibit characteristics of the natural materials used in their production. These characteristics, such as grain variations, texture, knots, and color, will not be considered defects or damages. On the contrary, the customer should expect and appreciate these features. We select only the highest quality products, but natural characteristics are inevitable and should be accepted as part of the individual appearance of the product. The provisions in this clause do not affect the consumer's rights as a customer or their right to cancel the contract.
MOS will refund the value of the returned products, including the costs of our standard delivery option to the original delivery address, without undue delay and within a maximum period of 14 days. We may withhold the refund until we receive the products back or until the customer can provide proof that they have been returned. Additional taxes are non-refundable. For more information, please consult our Terms and Conditions.
If you are a registered customer, you may also choose to receive the refund in the form of a shopping voucher (valid for future purchases on the MOS website), which will be available in your personal account.
We apologize if any of the items are not as expected. Please contact our customer support through the contact form, indicating that the item is incorrect or defective. We will proceed with a replacement or refund once we receive it at our warehouse.
Yes. You can change your personal details at any time. Simply access your personal area and make the desired changes.
Of course! To stay up to date with the latest news and campaigns from MOS, simply subscribe to our newsletter.
Yes. In the next newsletter you receive in your inbox, select the unsubscribe option located at the bottom of the email.
The unsubscription is immediate.