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Customer help


1) Check below the list of frequently asked questions related to shopping in our online store.

2) If you still have any question about online shopping, please send us an email to: online@alojadogatopreto.com
   



Frequently asked questions

To order at A Loja do Gato Preto online you just need an e-mail adress and to choose your favorite products. You will need to login to your account ("Login"), then change the store where you wish to buy (Portugal, Spain or France) on the link on the upper right corner of the homepage. If you are not registered yet, you can create a new account clicking on "Login", at the top of the page, and then clicking on "Create an Account". For more information, please see the General Sales Terms and Conditions, where you can find all the necessary information to proceed with ordering products on our Online Shop.
If you have forgotten your password, you should click on "Login", at the top of the page, and then on "Forgot Password", on the left. You will need to write your e-mail adress and then click "Submit". You will receive an e-mail with instructions for resetting your password. If you have any doubts, please contact us at online@alojadogatopreto.com.
You must login to your account ("Login"), then change the store where you wish to buy (Portugal, Spain or France) on the upper right corner of the homepage. You can then select the products and click on "Add to Cart". When you finish the selection of the products, you can access your Shopping Cart on the upper right corner of the page and click on "View Shopping Cart" to confirm the products you have selected and then click on "Proceed to Checkout". You should then choose the shipping options available, as well as the delivery and payment methods, and determine wether you wish to send the order as a gift. Finally, you must accept the General Sales Terms and Conditions and click on "Pay". For more detailed information please see our General Sales Terms and Conditions
You can send an e-mail to online@alojadogatopreto.com, explaining what is your problem, so we can help. We will reply as soon as possible.
An automatic e-mail with all information about your order (order number, product list and total value charged) will be sent to the e-mail address you registered on the purchase, minutes after making the purchase. If you do not receive this e-mail within one hour after having made the payment, please contact us at online@alojadogatopreto.com so we can verify if your order has been properly registered / paid or whether it will be necessary to make a new order. We will reply as soon as possible.
You can only change the products or the delivery address of your order until you finish your purchase. After this step, to know if it is possible to make any changes please contact us at online@alojadogatopreto.com.
You can see the status of your order on your personal account, under the menu "My Orders". The carrier will also send you information regarding the delivery date of your order.
You may choose one of these options for delivery of your order:
- Home delivery (when your order leaves our warehouse, you will receive an e-mail with this information and you will also be contacted by the carrier with the delivery date information);
- Store delivery (you can choose to collect your order at any store of the country where you are making the purchase - available only for Portugal and Spain; when the order is available for collection, you will receive an e-mail; you should present your invoice at the store in order to pick up your order).
Deliveries take place within the time limits stipulated in the General Sales Terms and Conditions.
Yes. Our home delivery service has an associated value, which differs depending on the market on which the customer makes the purchase and on the order value. If the order exceeds a certain amount (which varies by country), the shipping is free of charge. If the purchase is less than this value, a value will be charged. Please see the table of shipping rates on our General Sales Terms and Conditions.
The estimated delivery times are: 3 working days in Portugal Mainland; 20 working days in the islands of Portugal; 4 working days in Spain Mainland; 6 working days in the Balearic Islands (Spain); 5 working days in France.
Yes, you can change it on your personal account, clicking on "My Personal Information".
Your order will be available at a store within: 2-6 working days in Portugal Mainland; 8-12 working days in São Miguel and Madeira islands (Portugal); 3-8 working days in Spain.
Our products are available for sale in Portugal (Mainland and Islands), Spain (Mainland and Balearic Islands) and France (Mainland) - this excludes other islands, colonies and other territories under the administration of the mentioned countries. When the client accesses the website www.alojadogatopreto.com he/she will have to select the country of delivery of the order, before beginning to choose products at the online store, at the upper right corner of the page.
Yes, you may be registered in one country and send your orders to a different country, as long as it is available for shipping. You just need to replace the shipping market for your order (at the upper right corner of the page). After you change the market you can select the products and add a new destination adress to the shipping details. The shipping costs will be applied according to our General Sales Terms and Conditions.
Yes, it is possible to send your order as a Gift (the product list will be sent without the price information). You can also send a message to the person who will receive the gift, which will be delivered with the order. This option is available at Checkout.
A Loja do Gato Preto online contains an SSL certificate that ensures authentication of the site and its owner and also ensures a safe communication: all information exchanged between you and the site will be encrypted using the SSL (Secure Sockets Layer) security protocol.
You can contact us through the following e-mail: online@alojadogatopreto.com. We will answer your questions as soon as possible.
The fulfillment of orders placed on our online shop is subject to stock availability of the products. If the stock of a particular product is temporarily unavailable, or if the customer has made an order for a product that is sold out, A Loja do Gato Preto online will inform the customer by e-mail, stating the approximate date for replacement of the product. The customer can choose if he/she maintains the order or if he/she wants to cancel it instead.
The photographs presented in the online store are designed to represent each product in detail. You may encounter some differences in products that are unique pieces or in which the raw material or the manufacturing process influence the outcome, such as handmade products.
At this time, there is no reservation service of online products. You can save your favorite items in your Wish List to purchase later (click on "Add to Wish List" on the page of each article). However, this is not a reservation, you are just saving the product for future reference and it may not be available for online purchase when you next visit to the site.
Yes, the prices are the same, with some exceptions that result from specific promotional campaigns, which will be duly notified.
A product's warranty is valid for 2 years as of the date of purchase on the website by submittal of the purchase invoice. The warranty does not cover products that were used improperly or incorrectly handled/applied by the custmmer. To submit a warranty claim, you must visit one of our stores or contact us at online@alojadogatopreto.com.
You just need to subscribe to our newsletter and you will receive first-hand all the news and promotions from A Loja do Gato Preto online.
Contact us at online@alojadogatopreto.com, indicating which products you want to buy and what amount, so we can give you all the possible information.
The following payment methods are available: Visa Card/MasterCard, Paypal or ATM Referece Number (Portugal). If you choose to pay by credit card/Pay Pal, the transaction will be done directly on a secure page of the provider of electronic payment services. A Loja do Gato Preto is not responsible for any delay or non-delivery of orders derived from authorizations from the electronic payment services providers.
The prices of the online store of A Loja do Gato Preto are expressed in Euro (€) and it is in that currency that all orders are recorded and in which payments are made.
We recommend checking that all entered credit card data correspond to that on the card. If you entered the data correctly and the payment was declined, contact your bank and check if there is any problem with the card.
When the payment by credit card is declined, your order will be canceled and may not be paid again; it will be necessary to make a new order.
If in doubt, contact us at online@alojadogatopreto.com.
You can see the ATM reference of your order on your personal account, menu "My Orders", on the details of your order.
Orders payed with ATM reference (only in Portugal) are automatically canceled if thepayment is not registered within 48 hours of receiving the e-mail notice for non-payment. If you want to keep the order, make the payment of the order as usual. If you do not want to keep the order, do not make the payment and it will be automatically canceled.
You can access the invoice of your order at any time in your personal account, Menu "My Orders", viewing the order Details. The invoice will only be available after your order has been shipped or received at the store.

You can change your invoice information before each purchase on your personal account, on the menu "My Personal Information".

Depending on the order status, you may cancel it, provided it has not been dispatched yet. For this purpose, we suggest that you first check the order status in your personal account, in the "My Orders" menu. If the status of the order does not allow it to be cancelled, you must follow the instructions specified in Return by Change of Mind. For more details about the cancellation of orders please see our General Sales Terms and Conditions.
You can send an e-mail to online@alojadogatopreto.com with the order number, the reference of the damaged product and a photograph, so we can resolve the situation as soon as possible.
You can send an e-mail to online@alojadogatopreto.com with the order number, the reference of the product and a photograph, so we can resolve the situation as soon as possible.
It is possible to return a product for 14 days after you receive it, if you are not satisfied with it, or for 30 days after you receive it, if you detect any manufacturing product defects. You should follow the instructions of the General Sales Terms and Conditions.
To begin the return process, you must contact our Customer Service, sending an e-mail to online@alojadogatopreto.com, informing about the products that are going to be returned. In this information, the following data must be included: Order Number; Product References; Amount of items to return per reference number; Reason of the return; Return Location (Central Warehouse or Store).
You can then return the products to:
Central Warehouse (DHL Supply Chain, Plataforma Logística de Palmela 6, Quinta da Marquesa, 2950-677 Quinta do Anjo, Portugal), joining the return document and the order invoice.
At a Store, presenting the return documents delivered with the order and the order invoice.
After the product has been received and the return process completed, A Loja do Gato Preto will refund you the purchase value (shipping costs are not refunded).
After the product has been received and the return process completed, the applicable refund will be made by the same method as that used to pay for the purchase (shipping costs will not be reimbursed), within 14 days. In Portugal, when the purchase was paid through an ATM reference number, the refund will be made by bank transfer, whereby the cliente must indicate the IBAN for that purpose.
It is possible to return a gift, but this return must be made by the person who purchased the product in the online store, following the steps for returning an item by change of mind.
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