VICENTINA

                                     From the Vicentina Coast to the World

                                                      Customer Policies

                      Shipping & Returns  ·  Privacy Policy  ·  Payment Methods

A NOTE BEFORE YOU PUBLISH

This document is a drafting template prepared for Vicentina. It reflects standard EU and Portuguese e-commerce practice, but it is not legal advice. Before publishing, have it reviewed by a qualified legal professional and complete every [bracketed placeholder] with your real company details, carriers, processing times and processor names.

Your Privacy Policy in particular must accurately describe the specific tools you actually use (e.g. your email platform, analytics, and advertising pixels). Only list what you genuinely have in place.

 

SHIPPING & RETURNS

Every Vicentina piece is made in Portugal and shipped from [SHIPPING ORIGIN / WAREHOUSE LOCATION]. We ship worldwide. The details below explain how your order reaches you and how to return or exchange a piece if it is not right.

Order processing

Orders are processed within [1–3] business days of purchase. Orders placed on weekends or public holidays are processed the following business day. You will receive a confirmation email at the time of purchase and a second email with tracking once your order ships.

Delivery times & destinations

Estimated delivery times below are indicative and begin once your order has shipped. They do not include the processing time above.

• Portugal (mainland): [1–2] business days

• Portugal (Madeira & Azores): [2–4] business days

• European Union: [2–5] business days

• United Kingdom & Switzerland: [3–6] business days

• GCC (UAE, Saudi Arabia, Qatar and neighbouring markets): [4–8] business days

• United States & Canada: [4–8] business days

• Rest of world: [5–12] business days

Orders are shipped with [CARRIER(S) — e.g. CTT, DHL Express, UPS]. Delivery estimates are provided by our carriers and may be affected by customs, weather or peak periods.

Shipping costs

• Portugal: [€X] / free over [€X]

• European Union: [€X] / free over [€X]

• International: calculated at checkout based on destination

The exact shipping cost for your order is always shown at checkout before payment.

Duties, taxes & customs

Orders within the European Union include VAT in the price shown at checkout, and no further charges apply on delivery.

For orders shipped outside the EU (including the UK, GCC, US and other markets), the price at checkout may be shown excluding local VAT and duties. Any import duties, taxes or customs fees are set by the destination country and are the responsibility of the recipient. These are payable to the carrier or local authority on delivery and are not collected by Vicentina. We recommend checking your local import rules before ordering.

Order tracking

Once your order ships you will receive a tracking link by email. If you have not received tracking within [3] business days of your confirmation email, please contact us at [SUPPORT EMAIL].

Returns

We want you to feel the piece is right. You may return any unworn item within 14 days of receiving your order for a refund or exchange. In line with EU consumer law, customers in the European Union have a statutory right of withdrawal of at least 14 days; the window above meets or extends this right.

To be eligible for a return, items must be:

• Unworn, unwashed and undamaged, in their original condition

• Returned with all original tags and hang tags still attached

• Accompanied by proof of purchase (your order number or confirmation email)

Items that show signs of wear, washing, alteration or damage not present at delivery may not be accepted, or may be subject to a reduced refund reflecting the loss in value.

How to return an item

• 1.  Email [SUPPORT/RETURNS EMAIL] with your order number and the item(s) you wish to return, within the 14-day window.

• 2.  We will confirm your return and provide return instructions and the return address.

• 3.  Pack the item securely, ideally in its original packaging, and ship it back within [7] days of receiving instructions.

Return shipping costs are the responsibility of the customer, except where an item is faulty or incorrect. We recommend using a tracked service, as we cannot be responsible for returns lost in transit.

Refunds

Once your return is received and inspected, we will notify you by email. Approved refunds are issued to your original payment method within [5–10] business days. Depending on your bank or card issuer, it may take additional time for the refund to appear. Original shipping charges are non-refundable unless the return is due to a fault or an error on our part.

Exchanges

If you would like a different size or design, the fastest way is to return your original item for a refund and place a new order. If you would prefer a direct exchange, contact [SUPPORT EMAIL] and we will arrange it subject to availability. Given the limited nature of each drop, we cannot guarantee that a specific size or design will still be in stock.

Faulty or incorrect items

If your item arrives faulty, damaged or incorrect, please contact [SUPPORT EMAIL] within [7] days of delivery with your order number and photographs. We will arrange a replacement, repair or full refund, including any return shipping costs, at no charge to you. This does not affect your statutory rights.

Contact

For any question about shipping, returns or exchanges, reach us at [SUPPORT EMAIL]. We aim to respond within [1–2] business days.

 

PRIVACY POLICY

Vicentina respects your privacy and is committed to protecting your personal data. This policy explains what data we collect, why we collect it, how we use and protect it, and the rights you have. It applies to our website and to any purchase, account or subscription you make with us.

This policy is provided in accordance with the EU General Data Protection Regulation (GDPR) and applicable Portuguese data protection law.

1. Who we are (Data Controller)

The data controller responsible for your personal data is:

• [LEGAL COMPANY NAME], trading as Vicentina

• [REGISTERED ADDRESS]

• [COMPANY REGISTRATION / NIPC NUMBER]

• Contact: [PRIVACY / SUPPORT EMAIL]

2. What personal data we collect

Depending on how you interact with us, we may collect:

• Identity & contact data: name, email address, phone number, shipping and billing address.

• Order & transaction data: items purchased, order value, and payment confirmation. We do not store your full card details — payments are handled by our payment processor.

• Account & marketing data: account preferences, waitlist entries, and your marketing consent choices.

• Technical & usage data: IP address, device and browser type, and how you interact with our site, collected through cookies and similar technologies.

• Communications data: messages you send us by email, form or social media.

3. How and why we use your data (lawful bases)

We process your data only where we have a lawful basis to do so:

• To fulfil your order — process payment, ship items and provide customer support (performance of a contract).

• To manage our relationship with you — account administration, returns and enquiries (contract / legitimate interests).

• To send marketing — newsletters, drop announcements and waitlist updates, where you have given consent (consent). You can withdraw consent at any time.

• To improve and secure our site — analytics, fraud prevention and site performance (legitimate interests).

• To meet legal obligations — tax, accounting and consumer-law record keeping (legal obligation).

4. Marketing communications

If you sign up to our waitlist or newsletter, we will send you brand and product updates by email and, where you opt in, SMS. Every marketing email contains an unsubscribe link, and you can opt out at any time by clicking it or contacting us. Opting out of marketing does not affect service messages relating to an order you have placed.

5. Cookies & tracking

Our website uses cookies and similar technologies to run the site, remember your preferences, analyse traffic and support advertising. On your first visit you will be asked to accept or manage non-essential cookies, and you can change your choices at any time through our cookie settings. For non-essential cookies (including analytics and advertising) we rely on your consent.

6. Who we share your data with

We never sell your personal data. We share it only with trusted service providers who help us operate, and only to the extent necessary. These may include:

• Payment processors — [e.g. Stripe, PayPal] to process payments securely.

• Shipping & fulfilment partners — [e.g. CTT, DHL, UPS] to deliver your order.

• Email & marketing platforms — [e.g. Klaviyo] to send communications you have consented to.

• Analytics & advertising providers — [e.g. Meta, Google] to measure and improve our marketing.

• Our e-commerce platform — [e.g. Shopify] which hosts our store.

• Professional advisers and authorities — where required by law.

Each of these providers is bound by contract to protect your data and use it only for the purposes we specify.

7. International transfers

Some of our providers are based outside the European Economic Area (EEA). Where your data is transferred outside the EEA, we ensure appropriate safeguards are in place — such as the European Commission's Standard Contractual Clauses or an adequacy decision — so that your data receives an equivalent level of protection.

8. How long we keep your data

We keep your data only as long as necessary for the purposes described here. Order and transaction records are retained for the period required by tax and accounting law [typically 10 years in Portugal]. Marketing data is kept until you unsubscribe or ask us to delete it. After the relevant period, we securely delete or anonymise your data.

9. Your rights

Under the GDPR you have the right to:

• Access the personal data we hold about you

• Request correction of inaccurate or incomplete data

• Request deletion of your data ('right to be forgotten')

• Restrict or object to certain processing

• Request a portable copy of your data

• Withdraw consent at any time, where processing is based on consent

To exercise any of these rights, contact us at [PRIVACY EMAIL]. We will respond within one month.

10. Data security

We use appropriate technical and organisational measures to protect your data against loss, misuse and unauthorised access, including encryption of data in transit (SSL/TLS) and access controls. No method of transmission over the internet is completely secure, but we work to protect your data at all times.

11. Complaints

If you have a concern about how we handle your data, please contact us first at [PRIVACY EMAIL]. You also have the right to lodge a complaint with the Portuguese data protection authority, the Comissão Nacional de Proteção de Dados (CNPD) — www.cnpd.pt.

12. Changes to this policy

We may update this policy from time to time. The current version, with its effective date, will always be available on our website. Significant changes will be communicated where appropriate.

 

PAYMENT METHODS

Vicentina offers a range of secure payment methods so you can check out with confidence. All transactions are encrypted and processed by trusted payment providers.

Accepted payment methods

• Major credit & debit cards — Visa, Mastercard, American Express

• Digital wallets — Apple Pay, Google Pay

• PayPal

• Portugal — MB WAY & Multibanco (for customers paying within Portugal)

• [Buy-now-pay-later — e.g. Klarna] (if offered — remove if not used)

Adjust this list to match exactly what you enable in your checkout. Only display methods you actually accept.

Currency

Prices are displayed and charged in [EUR (€)]. If your card or account is in another currency, your bank or provider will apply their own exchange rate and any related fees, which are outside our control.

When you are charged

Payment is taken at the time you place your order. You will receive an order confirmation by email once payment is successfully authorised. If a payment fails or is declined, your order will not be processed, and no items are reserved until payment is complete.

Pricing & VAT

For orders within the European Union, all prices include VAT at the applicable rate. For orders outside the EU, prices may be shown excluding local VAT and duties, which may be payable on delivery (see Shipping & Returns). The final price, including any shipping, is always shown at checkout before you confirm your order.

Payment security

Your payment is processed through [PAYMENT PROVIDER — e.g. Stripe / Shopify Payments / PayPal], which is certified to the PCI-DSS security standard. Card details are transmitted securely and encrypted. Vicentina does not see or store your full card number. Where available, transactions are protected by 3-D Secure (such as Visa Secure and Mastercard Identity Check) for an additional layer of verification.

Order confirmation & issues

If you experience any issue during checkout, or you are unsure whether your payment went through, please contact [SUPPORT EMAIL] with any reference number shown, and we will help resolve it before placing a duplicate order.