1. Company details

This website and online store are operated by:

Jaqueline Roxo Atelier Lda
VAT number (NIF): 510492657
Address: Rua Fernando Namora 41D, loja 10, 1600 451 Lisbon, Portugal
Email: [email protected]
Phone: +351 210 992 851

2. Acceptance of these Terms

By accessing our website, browsing our content, or placing an order in our online store, you agree to these Terms and Conditions, our Privacy Policy, and our Return Policy.
If you do not agree, please do not use the website or place an order.

3. Using the website and your information

You may browse the website without creating an account. If the website offers account creation, you are responsible for keeping your login details confidential and for all activity under your account.
When you place an order, you confirm that the information you provide is accurate and up to date, including delivery and billing details.

We may refuse or cancel orders where we suspect fraud, unauthorised use, or non standard purchasing behaviour, or where the information provided cannot be verified.

4. Products and availability

4.1 One of a kind and limited editions

Many items sold in our online store are one of a kind, limited edition, or showroom pieces. Availability is limited to what is listed online, and once an item is sold, it may not be restocked.

4.2 Product descriptions and photos

We take care to describe and photograph each item accurately. However, colours and textures may appear different depending on screen settings and lighting.

4.3 Sizes and condition

Items are sold in the size stated on the product page. If an item has any relevant notes about condition, this will be stated on the product page.

4.4 Made to measure and custom work

Made to measure services, custom orders, personalised pieces, and any items altered specifically for a client are not standard online store goods and may be subject to different terms communicated during the service.

5. Prices, taxes, and duties

Prices are shown in the currency displayed at checkout. Where applicable, VAT will be shown according to the checkout settings and destination.

For deliveries outside the European Union, import duties, local taxes, and handling fees may apply. These charges are set by local authorities and are the customer’s responsibility.

If a pricing or product information error occurs, we may cancel the order and refund any amounts paid, or contact you to confirm whether you wish to proceed with the corrected information.

6. Payments

Payments are processed through Stripe. We do not store full card details. Payment data is handled by the payment provider according to its own security measures and policies.

7. Shipping and delivery

7.1 Carriers

Orders are shipped via CTT, DHL, or UPS, depending on destination and the service selected at checkout.

We do not ship to PO boxes or APO or FPO addresses.

7.2 Processing times

Please allow 1 to 2 business days for order processing before dispatch. Orders are processed Monday to Friday, excluding Portuguese public holidays.

7.3 Delivery times

Delivery times vary by destination and carrier. While we ship as quickly as possible, we cannot be responsible for delays caused by carriers or customs.

7.4 Split shipments

Orders with multiple items may ship in more than one package.

7.5 Risk of loss

For orders dispatched by us, the risk of loss or damage generally passes to you when you, or a third party you indicate (other than the carrier), take physical possession of the goods, except where you arrange a carrier not offered by us.

8. Returns and right of withdrawal

If you are a consumer purchasing at a distance within the EU, you generally have the right to withdraw from the purchase within 14 calendar days from the day you receive the goods, subject to legal exceptions and the conditions in our Return Policy.

Important exceptions may apply, including for goods made to your specifications or clearly personalised.

Return conditions, return eligibility, and the practical steps to request a return are set out in our Return Policy, which forms part of these Terms.

9. Faulty items and legal guarantee

If an item arrives damaged, is incorrect, or shows a lack of conformity, contact us as soon as possible at [email protected] with your order number and photos.

Where applicable, goods sold to consumers in Portugal benefit from a legal guarantee period of 3 years for lack of conformity, under the rules in force.

10. Intellectual property

All website content, including text, images, design, branding, logos, and product photography, is owned by or licensed to Jaqueline Roxo Atelier Lda and is protected by intellectual property laws. You may not copy, reproduce, distribute, or use any content without prior written permission.

11. Prohibited use

You agree not to misuse the website, including attempting to interfere with its security, scrape content, introduce malware, or use the website in a way that violates applicable law.

12. Third party links

Our website may contain links to third party websites. We do not control these websites and are not responsible for their content, policies, or practices.

13. Privacy

Our collection and use of personal data is explained in our Privacy Policy.

14. Communications

If you contact us, we may reply by email or phone. If marketing communications are introduced in the future, they will follow opt in rules and you will be able to unsubscribe at any time.

15. Minors

The website and online store are not intended for minors without authorisation from a parent or legal guardian.

16. Disclaimer and limitation of liability

We aim to keep the website accurate and available, but it is provided on an “as is” basis. To the extent permitted by law, Jaqueline Roxo Atelier Lda is not liable for indirect losses resulting from website use or temporary unavailability. Nothing in these Terms limits rights that cannot be excluded under applicable consumer law.

17. Changes to these Terms

We may update these Terms when needed. The latest version will always be available on this page, with the updated date.

18. Governing law and dispute resolution

These Terms are governed by Portuguese law.

If you are a consumer, you may use an Alternative Dispute Resolution entity for consumer disputes, under the Portuguese framework.
For Lisbon, one recognised entity is the Centro de Arbitragem de Conflitos de Consumo de Lisboa (CACCL).

You also have access to the Electronic Complaints Book under the rules in force in Portugal.

Note: the former EU Online Dispute Resolution platform was discontinued on 20 July 2025.

19. Contact

Questions about these Terms: [email protected]
Phone: +351 210 992 851