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Shipping & Returns

It is our goal to be completely satisfied with your purchase. Thus, you have the right to return your order placed in our online store within 15 days from the date of receipt. However, when making a return, you must ensure that it falls within the stated return conditions. Using our carrier, the first return is free.

  • SHIPPING OF PRODUCTS AND DELIVERIES

    Products ordered from TEMPERATURA & ANA SOUSA online store will be shipped and delivered on weekdays, Monday through Friday.

    We can only guarantee the good delivery of an order if the shipping address of the products is well indicated by the Customer, and that address is located in a home or office located in one of the countries mentioned in the list of countries available in the menu on the upper left, for example, Continental Portugal (€ / PT).

    A delivery is considered effected or a product is considered delivered with the signature of the delivery receipt at the agreed address.

  • RETURN OF DEFECT PRODUCTS

    The customer shall be entitled to a refund if the items supplied have defects or other non-conformities in relation to the items ordered. The return can be made within 2 months after notification of the defect and the product must keep the identification tag and the disposable seal (if applicable). The Quality Department will analyze the returned product and inform the customer of the right to the respective refund (if applicable). TEMPERATURA & ANA SOUSA brands proceed to refund within 10 working days and, in any case, within 30 days from the date of confirmation via email of the right to refund.


    If the defect or non-conformity is confirmed as the reason for the return, the entire amount, including delivery and return costs, will be refunded. The reimbursement will always be made using the same payment method used for the purchase.

    These provisions do not affect your statutory rights.

  • RETURN FOR DISCLAIMER

    The customer may, if he / she is not satisfied with the products supplied, return them within 15 calendar days after receipt. However, the right to return the items is only possible if:

    - Items have not been washed or used (unless the product contains information to the contrary). The customer has the right to try on clothes and shoes to test the size and shape, but cannot use them.

    - Items maintain the original characteristics and the packaging is not damaged (carefully opened packaging will not be considered damaged).

    - Items be complete (for example, both items in a pair must be returned).

    - Items have not been tampered with and keep both the identification tag and security seal.

    - If your return has been made for reasons other than the justified existence of a defect or non-conformity of the products, TEMPERATURA & ANA SOUSA brands will not reimburse the delivery and return costs.

  • ORDER/GIFT RETURNS

    The return of an item offered must be made by the person who offered / bought it. In this case, to proceed with the return, you must contact the person who offered you the product (s), in order to proceed with the return, respecting the return conditions, either by default or non-conformity, or by withdrawal.

    If the return was made simply by changing the product, or changing the color or size, TEMPERATURA & ANA SOUSA® brands offer the costs of a first exchange. Subsequent returns or exchanges will be charged to the customer's invoice.

    If the return is due to a defect or non-conformity of the item, the return will be refunded in full of the amount paid, including delivery charges and return charges.

    The reimbursement will always be made using the same payment method used for the purchase.

     

    HOW TO PROCEED

    STEP 1: FILL THE ONLINE RETURN FORM:

    • Log in and select the My Account option, followed by View my orders.
    • Click on Details and then on the Return button.
    • Select the item you want to return and click Continue at the bottom of the page.
    • Please indicate why you are returning the item and click Continue.
    • Confirm the address where the order should be picked up and, if you have paid by bank transfer, tell us your IBAN.
    • Click Continue again.

     

    STEP 2: PUT THE ARTICLE IN THE BOX

    • You can use the original packaging in which you received the order or another cardboard box, as long as it is not damaged.
    • If you use the original packaging, empty it and place only the item you want to return.
    • Close the box and seal it with tape.
    • If the box has any labels, stickers, or other materials from previous shipments, remove them.

     

    STEP 3: COLLECTION OF THE ARTICLE

    • Collections will be made within a maximum period of 3 working days.
    • Collections are not made on holidays and weekends.
    • Collections made in Portugal do not require a return label. This situation only applies to international orders. In this case, the label will be sent to the customer, via email, after accepting the return request.


    STEP 4: REFUNDS

    After receiving the product, our quality department will analyze whether it complies with our return policy.

    The reimbursement will be made according to the method chosen within 10 working days.


  • CANCELLATION OF ORDERS

    Before shipping, the Buyer can cancel the order. If the User places an order and wants to cancel it, he / she must, at first, check the status of the order through the My Account menu, located in the upper right corner of the main page of the website www.temperaturaanasousa.com, loading later in Orders and, if the order status mentions Registered, then there is a possibility that it will still be canceled. For this, the User must contact our Customer Service and request the cancellation of their order.

    If the cancellation request is successful, the customer will be notified by email of this decision and the cancellation will be processed at no cost to the customer.

    If the cancellation request is not possible because the order has already been shipped, the products will be sent to the Buyer who, if he / she maintains his intention to cancel the order, must refuse to receive them by creating on the online store TEMPERATURA & ANA SOUSA the return form.

    Upon confirmation of the return and receipt of the order at MJJS, the respective refund will be processed.

    Orders for exclusive online products, made to order and made to measure, cannot be canceled or returned as the production process starts immediately after receipt the order. This type of item can only be returned if it has defects or non-conformities in relation to the product ordered.
     

  • RETURN CONDITIONS

    TEMPERATURA & ANA SOUSA brands reserve the right to refuse returns communicated or sent after the established deadline, or items that are not in the same condition in which they were purchased.

    If you want to exchange an item already replaced, you must contact our Customer Support.

    After TEMPERATURA & ANA SOUSA brances receive and accept the return, you will receive an email informing you that the refund will be processed. The time required to process the reimbursement will depend on the payment method used:

    - Credit Card: the deadline for the reimbursement to be credited to your account depends on the policy of the card issuing bank.

    - PayPal: the refund will be credited to your PayPal account and will be immediately visible. The deadline for the chargeback amount to be credited to the card associated with your PayPal account depends on the card policy of the bank issuing your card.

    - Bank transfer: the refund will be credited to your account within 10 working days after receipt and verification of your return. You must tell us your account number, which must be from the same country where the order is invoiced. Without this information we will not be able to transfer the refund amount.


  • SHIPPING COSTS AND DELIVERY DEADLINES

    Shipping costs' orders will be invoiced per order, i.e., if you order more than one item in the same order, you will only pay the shipping costs once.

    However, TEMPERATURA & ANA SOUSA reserves the right to split delivery of the order, for example, if part of the order is late or unavailable. In case we proceed with the division of the order, the customer will be notified, by email, of our intention. For this purpose, the email address provided by the customer at the time of purchase will be used.

    We reinforce now that all orders with only Outlet products, shipping costs will always be charged.

    • Deliveries to Portugal - free delivery on purchases from 29EUR. For purchases below this amount, shipping costs of 4EUR will be charged.

    • Deliveries to Portugal Islands - free delivery on purchases over 80EUR. For purchases below this amount, shipping costs of 8.95EUR will be charged.

    • Deliveries to Spain (including Canary Islands and Balearics) - free deliveries for purchases over 50EUR. For purchases below this amount, shipping costs of 15EUR will be charged.

    • Deliveries to Spain (Ceuta) - free delivery on purchases over 80EUR. For purchases below this amount, shipping costs of 25EUR will be charged.

    • Deliveries to European Union countries such as Scotland, Poland, Romania, Bulgaria, Hungary, United Kingdom, Denmark, Sweden, Lithuania, Germany, France, Luxembourg, among others - deliveries will be free on purchases of 80Eur or more. In purchases below this value, shipping costs will be charged, in the amount of 15Eur per order.

    • Deliveries to other European Union countries such as Estonia, Finland, Switzerland, Croatia and Norway - deliveries will be free on purchases of 120Eur or more. In purchases below this value, shipping costs will be charged, in the amount of 20Eur per order.

    • Deliveries to countries outside European Union, except South Africa and Russia - deliveries will be free on purchases equal to or greater than 150Eur, except South Africa with an amount of 180Eur and Russia with 220Eur. Purchases below 150Eur for countries outside the EU, except South Africa and Russia, shipping costs will be charged 20Eur per order. In the case of South Africa, if the total purchase amount is less than 180Eur, shipping costs will be charged in the amount of 25Eur. Purchases for Russia below 220Eur, the postage will be 50Eur.

    Orders sent to countries outside European Union or with customs and tax policies different from most European Union countries, may be subject to taxes, customs duties and fees charged in the destination country (Import Fees). The recipient of an international transfer may be subject to Import Fees, at the time the transfer arrives in your country. The recipient may incur additional customs clearance charges.

    TEMPERATURA & ANA SOUSA doesn't control these charges nor can it make an estimate.

    Customs policies vary widely from country to country, so the customer should contact the local customs office for more information. When customs clearance procedures are necessary, there may be a delay in relation to the estimated shipping time.

  • EXCHANGES AND PRODUCT RETURNS

    All products are individually identified with a security tag. If you intend to return items, do not remove the security label or seal on the purchased product.

    If you decide to return the purchased products, MJJS has the right not to accept the returned items if there aren’t the security label or seal, or when the labels have been altered from their original state or damaged.

    The customer has up to 15 days from the order reception to exchange or return his / her item (s) – except earrings, underwear and bikinis - if checked that these have defects or other non-conformities in relation to the products ordered, or simply by giving up, without the need to expressly justify the justifying reason.

    MJJS only allows changes in color and / or size different from the purchased item. If you want to exchange for another item, a voucher will be issued for the exchange value so that you can proceed with the new order.

    The costs of a first return or exchange will be borne by MJJS when in accordance with paragraph 18, except for certain countries such as USA, Canada, South Africa, Switzerland, and other non-EU countries that have specific conditions. In subsequent returns and exchanges, shipping costs will always be borne by the customer (except for quality reasons).

     

    Exchanged or returned orders by the Buyer must be made through the same carrier that delivered the package to his / her address, as follows:

    • Place the item in a box. You can use the original packaging in which you received the order or another cardboard box, as long as it is not damaged. If you use the original packaging, empty it and place only the item you want to return. Close the box and seal it with tape. If the box has any labels, stickers, or other materials from previous shipments, remove them.
    • Our courier will come to your home address to collect the items, maximum 3 working days after making the return request. You will be contacted by customer service to schedule the collection of the package. If you are not at the address indicated at the time of collection, a new collection will be scheduled at a date / time to be agreed between the customer and the transport company.
    • Collections are not made on holidays and weekends.
    • After receiving the product in our warehouse, the Quality Department will check if the items are in compliance with our requirements for Exchange or Return. If so, the exchange will be confirmed and we’ll proceed with the refund.
    • In the case of returns, MJJS offers two options of refund:
      • A voucher in the value of returned items, which can be discounted only at the ANA SOUSA online store within a maximum period of 6 months from the date of issue;
      • Refund will be made using the same payment method used to purchase the item.

    The customer can request home collection and MJJS will send a courier to collect your parcel in 2 working days, after receiving the confirmation of exchange / return. The collection will be made from Monday to Friday, not being possible to schedule a specific time.

    After receiving all the products ordered, or only part of them, at our warehouse, we will proceed with their treatment within a maximum period of two working days. In case the return is confirmed, the amount will be returned to you using the same payment method within 10 working days from the date we receive your parcel. Refunds are only made to the account / card that gave rise to the purchase. In the case of a simple item exchange, color or size, then, after checking the availability of this product, it is sent to the address you indicate in the exchange process.

     

    We inform about returning or exchanging orders from countries such as the USA, Canada, Switzerland, South Africa, among other non-EU countries, the customer will bear all shipping and customs clearance costs, if any, whether in the country of destination or source.

    When returning / exchanging a product, MJJS will inform the customer of the costs of shipping and customs clearance to be borne, reserving the right not to schedule the collection in case payment of these costs is not made. Right after the payment of the costs determined, MJJS will reschedule the collection on the following business day.