Online Sale Terms and Conditions

Preamble

These terms and conditions are agreed between CTT - Correios de Portugal S.A.– Sociedade Aberta, with head office at Av. D. João II, n.º 13, 1999-001 Lisboa, in Lisbon, registered at the Lisbon Business Registry, under the number 1697, tax identification number 500077568, equity capital of €75,000,000.00 hereafter referred to as CTT, and any individual or company wishing to purchase online at www.ctt.pt/loja-online hereafter referred to as “Customer”.

1. Object and Scope

The object of these terms and conditions is to define the online sale terms and conditions set out between CTT and the Customer from the moment of the order to the delivery of the goods.

These terms and conditions rule all steps necessary to execute the order and ensure the follow up of the transaction between the contracting parties.

By making an order the Customer agrees to observe and comply with these Online Sale Terms and Conditions, prices and products included in the transaction.

2. Order

The Customer may order online at the website www.ctt.pt/loja-online, by phone number 707 26 26 26 on working days and on Saturdays from 08:00 a.m. to 10:00 p.m., by fax (351) 210 471 976 or by email lojaonline@ctt.pt.

Should one product not be available, CTT undertakes to inform and reimburse the Customer the amount already paid by within 30 days at the most counting from the date of acknowledgement of the unavailability.

When at least one product of an order of several products is not available, the order is dispatched with the available products. When the stock is replenished, the remaining order is dispatched with no additional costs to the customer.

Should there be shipping costs, they are invoiced in the first dispatch made. CTT shall cover the shipping costs whenever there are multiple dispatches due to lack of stock. There will be no additional shipping costs to the customer.

Customers with Phone-ix mobile phones

For every €10 spent shopping at loja online, Customers owning a mobile Phone-ix number get €1 bonus at the Phone-ix card. For that, the Customer must inform the Phone-ix number at every online shopping (Broadband Mobile Phone-ix numbers are excluded).

The bonuses are granted till the 8th of each month according to the total amount of purchases and Phone-ix top ups made in the previous month. Only the Phone-ix numbers with top ups of €10 at least during the purchases month a are considered (ex: by spending €30 in purchases in February you get a €3 bonus in the beginning of March, if you have made accumulated top ups of, at least, €10 in that month).

The monthly bonus is limited to a maximum of €30 (equivalent to €300 or more in monthly purchases and mobile top ups of €30 in the Phone-ix number indicated)

Monthly purchases made at the Post Offices accumulate with online monthly purchases for bonus purposes.

For further information please contact the Phone-ix Customer Service, phone number 707 922 922 (12 cent/min within Phone-ix network).

3. Dispatch

There are several dispatch types available at loja online of CTT:

  • Non urgent international. Delivery guaranteed within 7 working days.
  • Non urgent domestic > 2 kg. Delivery within three working days.
  • Non urgent domestic < 2 kg. Delivery within three working days.
  • “Dia Certo” (Set Day) 07:00 p.m.-10:00 p.m.. Delivery on a chosen day (counting from the next working day*) between 07:00 p.m. and 10:00 p.m. (Mainland).
  • “Dia Certo” (Set Day) till 06:00 p.m. Delivery on a chosen day (counting from the next working day *) till 06:00 p.m. (Mainland).
  • “Dia Certo” (Set Day) till 12:00 a.m. Delivery on a chosen day (counting from the next working day *) till 12:00 a.m. (Mainland).
  • Urgent from 07:00 p.m. till 10:00 p.m. Delivery guaranteed between 07:00 p.m. and 10:00 p.m. of the next working day*
  • Urgent till 06:00 p.m. Delivery guaranteed until 06:00 p.m. of the next working day * (Mainland).
  • Urgent till 12:00 a.m. Until 12:00 a.m. of the next working day * (Mainland).
  • Same Day Delivery guaranteed on the same day till 07:00 p.m. in the main coastal urban centres – Lisbon, Leiria, Coimbra, Aveiro, Oporto and Braga.

* Except the Chocotelegram service that allows the customer to choose the delivery day counting from de second next working day, in case of orders made till 11:00 a.m. If the order is made after 11:00 a.m., the customer shall choose de delivery day counting from the third next working day.

Shipping costs

Mainland Islands International
Same Day Delivery €15,50 X X
Urgent Delivery (J+1) €8,00 €20,00 X
Non Urgent Delivery (J+3) Up to 2 KG €4,50 €4,50 €12,00
From 2 up to 5KG €6,50 €12,00 €15,00
"Dia Certo" (Set Day) €8,00 €20,00 X

VAT included

Shipping costs above 60€ of non-urgent orders are covered by CTT.Only philatelic items are shipped abroad.


Every order of the following types Same Day, Next Day and “Dia Certo” has a shipping cost, regardless of the value of the order; cash on delivery is not allowed.

The dispatch of the items is guaranteed after the confirmation of the payment and according to the following conditions: 

Non Urgent – orders made until 06:00 p.m..

Urgent – orders made until 01:00 p.m.;

Same day – orders made until 10:00 a.m.;

In order to guarantee the delivery date of the order, the Customer must comply with the time referred above as well as the payment form used.

4. Payment

The lojaonline of CTT offers the following payment forms:

  • Debit card at an ATM. The dispatch of the item is guaranteed after confirmation of the payment and takes place 24 hours at the latest after the payment
  • Payshop
  • Credit card
  • Cash on Delivery (only available for Postal and Philatelic Products)

The orders paid with debit card at an ATM are cancelled if the payment is not made within 7 working days.

The orders made during weekends and holidays are handled on the next working day.

For fiscal purposes, every order is consider as addressed to the final consumer.

5. Prices

Prices are in euros and already include all taxes, including VAT at the legal rate in force.

6. Termination of the contract

After the receipt of the order, the Customer has 14 days to terminate the contract concluded in the CTT website.

The termination of the contract depends on the following conditions:

a) Items should be returned in due condition and in the original package where they were sent;

b) The returned items should also be accompanied by the return form stating the reason for the return, the invoice and the proof of delivery form;

c) Personalised and perishable products cannot be returned unless the product is faulty or it is a clear mistake of CTT;

d) Returns of audio or video recordings, disks or computer software that the Customer has removed the warranty seal of inviolability are not accepted;

e) Exchanges are made for products of equal value. Should the Customer chose to exchange for another product of a higher or lower price, the full amount of the order shall be refunded and a new order made;

f) Should there be a refund claim for an item purchased at a reduced price due to a special offer or promotion, CTT will reimburse only the amount actually paid by the Customer;

g) The Customer shall pay the shipping costs related to the items to be returned, except if CTT takes the responsibility for the return;

h) The returns are to be sent to the address referred to in point 7, within 14 days counting from the date of receipt of the order by the Customer. The date of the return will be considered the date of the date stamp when the order is handed over to be returned.

7. Returns and Customer service

Returns are to be sent to the following addresses:

Loja Online

CTT Expresso 
Cais 5 MARL 
Lugar do Quintanilho, 
2664-500 SÃO JULIÃO DO TOJAL

For Philatelic products: 

Loja Online 
Filatelia 
Rua João Saraiva nº 9
1700-248 LISBOA

For further information Customers may use the following contacts:

  • CTT phone line: 707 26 26 26. Working days and Saturdays from 08:00 a.m. till 10:00 p.m.
  • Fax: (351) 210 471 976
  • E-mail: lojaonline@ctt.pt

i) Should the agreement be terminated with the return of the products according to the above conditions, CTT undertakes to reimburse the customer within 30 days of the amount corresponding to the price of the product(s) listed in the invoice with no charges for the customer. Otherwise, CTT is obliged to return twice the amount paid by the Customer, without prejudice of the Customer’s right to be compensated for pecuniary or non-pecuniary damages – article 8 from Dl 143/2001, of 26.04.

j) Should any component of the purchased item be missing or not be in perfect condition when the Customer returns the items, there will be no refund and the item is sent back to the Customer.

The Customer shall pay for the shipping costs.

8. Garantia, defeito de fabrico e avarias

Products in general:

The procedures to activate the warranty vary according to the brands. These procedures are sent together with the products and are to be adopted in case of malfunction or manufacturing defect. Please keep your purchase invoice for the whole warranty period.

These procedures do not cover situations of proven inadequate use of the product by the customer.

In case of malfunctioning or manufacturing defect the customer has a 14-day period counting from the date of the reception of the product to return the item to the CTT Shop where it was purchased and ask for its repair or replacement (except the items of the brands  described below). The item must be sent in perfect condition (undamaged, non-scratched, etc.) with all accessories and respective package. After the 14-day period, the warranty must be activated with the manufacturer.

 FUJIFILM products

In case of malfunction or manufacturing defect the customer must contact technical assistance of FUJIFILM: 

Company – PM2S, Lda 

Telephone:(+351) 229060846 

Café Delta machines: 

To activate the warranty, in case of manufacturing defects or malfunctions, the Customer must contact the Delta customer service phone number: 0080020502050. 

Phone-ix Products: 

Mobile phones, data cards and accessories have a warranty period defined by the manufacturer. This period is counted from the date of the sale and is only confirmed by the copy of the Warranty Certificate and/or Purchase Receipt duly filled in. 

Mobile phones/ data cards/ accessories are considered out of the warranty conditions whenever: 

  • The warranty period defined by the brand is exceeded;
  • The products are not in perfect condition or show evidences of inadequate handling;
  • The products show evidences of inadequate use (ex. evidences of fall or traces of humidity);
  • The products have malfunctions not defined by the brand;
  • The Customer is unable to provide the Warranty Certificate/Purchase Receipt. 

In case of a “manufacturing defect”, i.e. when malfunctions are detected in the mobile phones/ data cards/accessories which are not, in principle, covered by their warranty, the Customer has to return the article and the corresponding proof of receipt within 14 consecutive days at the most, and ask for its exchange (always ask for the proof of shipment of your order). 

In order to allow for the exchange of the product, the customer must assure that the pack is complete (Phone-ix card, box, instructions manual, warranty, terminal or data card and accessories), containing all the components in perfect condition (please note that the Phone-ix card may not be used). 

Copies of the following documents are to be attached: 

  • Copy of the invoice of the mobile phone/ data card;
  • Copy of the proof of receipt of the mobile phone / data card; 

If any of the above mentioned documents is not provided, or any of the components is not in perfect condition, there will be no refund (price or shipping costs) and the product will be sent back to the Customer. 

If your mobile phone/ data card is damaged but it is not a manufacturing defect, please go to a Post Office with the damaged mobile phone/ data card /accessory, the corresponding invoice and /or the warranty and the repair form dully filled in and request its dispatch of the item to the repairer. 

For information on warranty/mobile phones repair/accessories please call number 707 922 922. Working days and Saturdays from 08:00 a.m. to 12:00 p.m. 

For information on warranty/repair data card /accessories please call number 707 922 300. Working days and Saturdays from 08:00 a.m. to 12:00 p.m. 

Or send an email to cliente@phone-ix.pt

9. Amendments

CTT may, whenever deemed necessary and without notice, amend or modify the contents available at www.ctt.pt/loja-online, particularly regarding products, prices, general specifications, and otherwise.

11. Privacy and personal data protection

The automated processing of the data seized complies with Law 67/98 dated 26 October, regarding the Protection of Personal Data. Such data is used to process orders and communicate with the Customers, to handle enquiries and complaints, to perform statistics and direct marketing actions.

CTT shall not convey the personal data of the Customers to third parties.

According to the law, the User is entitled to have access to any personal data in the database concerning him and to correct it:

  • By mail: Av. D. João II, n.º 13, 4 ºandar, 1999-001 LISBOA
  • By CTT phone number: 707 26 26 26. Working days and Saturdays from 08:00 a.m.to 10:00 p.m.
  • By fax: (351) 210 471 976
  • By e-mail: lojaonline@ctt.pt
  • website: www.ctt.pt/loja-online

12. Scope

The conditions hereby are applicable to all products available for sale at loja online and the offer is valid within the limits of the stock.

13. Governing law and jurisdiction

The settling of any claim arising out of these general conditions, namely those regarding interpretation, validity, effectiveness or execution will be governed by the Portuguese law, with express waiver of any other.

In the absence of amicable agreement between the parties, the Portuguese competent courts shall have jurisdiction to settle the dispute.

14. Miscellaneous

See FAQs – Frequently Asked Questions.

If by any reason you are not satisfied with our service, please address your claim to the Customer Service:

  • Either by mail: Av. D. João II, n.º 13, 4 º andar, 1999-001 LISBOA
  • By CTT phone number:707 26 26 26. Working days and Saturdays from 08:00 a.m. to 10:00 p.m.
  • By fax: (351) 210 471 976
  • By e-mail: lojaonline@ctt.pt