Terms and conditions

The Esten Works shop is established in Portugal.

• Email: our Contact page

You can also reach us through the form on the Contact page.

These terms apply to purchases made by consumers on this website. By placing an order you confirm that you have read and accept them.

• Pieces are made one by one, to order, so small variations in colour and texture can occur between units
• Personalised pieces are made with the text and files you provide; check them before confirming the order
• You confirm that you have the right to use any logo, image or text you upload

Prices are shown in euros and include VAT. The shipping cost is calculated at checkout and shown before payment.

Orders to places outside the EU customs and VAT territory (for example the United Kingdom, Switzerland or Norway) may be subject to customs duties, import VAT and clearance fees charged on delivery by the carrier or by customs. These amounts are not included in the price and are paid by the customer.

Payment is processed by Stripe, with the methods shown at checkout. The order is confirmed when the payment is confirmed, and you receive a confirmation email.

Destinations, times and costs are described on the Shipping and delivery page.

You can withdraw from the purchase of items without personalisation within 14 days of receiving them, without giving a reason. Personalised items are excluded from the right of withdrawal under article 16(c) of Directive 2011/83/EU and Decreto-Lei 24/2014, except in case of fault.

• To withdraw, use the "Withdraw from contract here" button on the Returns and refunds page, send us an email or use the model form below
• The cost of returning the item is paid by the customer
• We refund all payments received, including standard delivery costs, within 14 days of being told about the withdrawal, and may wait until we receive the item or proof that it was sent
• You may handle the piece to check its nature, characteristics and functioning; you are only liable for any loss in value caused by handling beyond that

Complete and return this form only if you wish to withdraw from the contract. You can also use the "Withdraw from contract here" button on the Returns and refunds page.

• To: Esten Works
• Address: Rua António Sérgio 11, 2780-189 Oeiras
• Email: our Contact page
• I/We (*) hereby give notice that I/We (*) withdraw from my/our (*) contract of sale of the following goods (*):
• Ordered on (*) / received on (*):
• Name of consumer(s):
• Address of consumer(s):
• Signature of consumer(s) (only if this form is notified on paper):
• Date:

(*) Delete as appropriate.

All products, including personalised ones, have a 3 year legal guarantee of conformity from delivery (Decreto-Lei 84/2021).

• If a lack of conformity shows up in the first 30 days after delivery, you can ask straight away for a replacement or to terminate the contract (right of rejection)
• After that, you can ask for repair or replacement and, if that is not possible or not done within a reasonable time, a price reduction or termination of the contract
• In the first 2 years the fault is presumed to have existed at delivery

To use the guarantee, contact us through the Contact page. You can also write to our Contact page. If you live in another EU country, you always keep the protection given by the law of your country.

Contact us first, through the Contact page, so we can solve the problem.

• Email: our Contact page
• You can also use the electronic complaints book (Livro de Reclamações Eletrónico) at www.livroreclamacoes.pt
• Alternative dispute resolution entity: CACCL - Centro de Arbitragem de Conflitos de Consumo de Lisboa (www.centroarbitragemlisboa.pt)

These terms are governed by Portuguese law, without prejudice to the mandatory consumer protection rules of your country of residence.