TERMS AND CONDITIONS
INFORMATION - FAQ

1. SCOPE AND APPLICATION

These Terms and Conditions govern the purchase and sale of products through the website cupidosshop.com, as well as the rights and obligations of the parties involved in transactions carried out through this website.

By making a purchase on this website, the user expressly agrees to these Terms and Conditions, as well as to the associated Privacy Policy and Cookie Policy.

2. PRODUCTS AND PRICES
  • All prices displayed include VAT at the current legal rate.
  • All prices and promotions displayed are exclusive to the online store and limited to available stock.
  • The prices displayed are valid, unless there is a typographical error or stock shortage.
  • If an ordered product is unavailable, the customer will be informed immediately and may choose another product or a full refund.
  • In case of a price, description, or image error, the customer will be informed immediately, with the option to proceed with the order using the new information or to cancel it if desired.

3. PAYMENT METHODS

The following payment methods are accepted:
  • Bank Transfer:
    IBAN: PT50 0035 2098 00019803230 81 - Joao Carlos Silva Neves
    To proceed with your order, you must send us the original bank proof to [email protected] with the order number. Print Screens are not accepted.
  • Multibanco Reference;
  • MB WAY;
  • Credit Card (Visa/Mastercard, Maestro, American Express);
  • PayPal.

4. DELIVERY POLICY AND SHIPPING COSTS
  • 4.1. Scope
This policy applies to all orders placed through our online store.
  • 4.2. Typical Delivery Times
Shipping to Mainland Portugal and Spain: Orders paid by 4 pm, 1 to 3 working days;
Shipping to Portugal and Spain Islands: Delivery time varies from 2 to 5 working days after payment confirmation;
International Shipping: Delivery time varies from 7 to 15 working days, depending on the destination and after payment confirmation.
Deadlines subject to stock shortages. Orders placed on weekends or holidays will be processed on the next business day.

The customer will be notified by email or SMS in case of delay or unavailability of the product.
  • 4.3. Delivery Methods
Deliveries are made by CTT Expresso directly to your chosen location, CTT points, or Lockys;
  • 4.4. Shipping Costs
Shipping costs are calculated at checkout and depend on the weight, volume of the order, and destination.
We offer free shipping depending on countries and order values.

Simulate your shipping costs here

  • 4.5. Order Tracking
After shipment, an email with the order tracking code will be sent for online tracking.

After 6 pm, you should actively track your order to facilitate receipt with the tracking code available in your customer area under "Track Order."

If 48 hours have passed, you should contact CTT Expresso by phone: 210 471 616
  • 4.6. Undelivered Delivery
Includes one delivery attempt. In case of recipient absence, a notice will be left for rescheduling the delivery or pickup at the Post Office station within five working days.

If the order is returned to the sender due to incorrect address or prolonged absence, there may be additional costs for reshipment.

NOTE
- The courier may or may not leave a notice for the later collection of the order at the Post Office.
- The courier may or may not call from an anonymous number.
- You may or may not receive an SMS from CTT Expresso informing that the order is available for pickup at a CTT point or store.
  • 4.7. Delay Policy
We are not responsible for delays resulting from external factors (e.g., strikes, adverse weather conditions).
In case of significant delay, we will communicate with the customer as soon as possible.

We cannot be held responsible or refund payments for shipments in cases of cancellations due to potential delays caused by CTT.
  • 4.8. Damaged or Lost Products
In case of visible damage upon delivery, please reject the order and contact us immediately.
For lost products, an investigation will be initiated with the carrier/Post Office.
  • 4.9. Contacts
For any delivery-related inquiries, contact us via email at [email protected] or by phone at +351 289 701 255.
 

5. DISCREET PACKAGING

Orders are shipped in opaque padded envelopes for small items and standardized cardboard boxes for larger items. The packaging is completely discreet, sent in a personal name, with no reference to the content or the store.

6. RETURN AND EXCHANGE POLICY

RETURNS AND EXCHANGES
  • In accordance with Decree-Law No. 24/2014 of February 14, the consumer has a period of 14 consecutive days to proceed with the return.
  • The customer must contact us before making any return to [email protected] or by phone at 289 701 255.
  • Returns will only be accepted for unused products, with intact original packaging, sealed, with the plastic wrap or with unbroken tags.
  • Products not accepted for return after opening: intimate, hygiene or health products, latex items, socks, catsuits, DVDs, and similar items for health and hygiene protection reasons.
  • Lingerie: If unsure of your size, choose the larger size. Always try on the pieces over your underwear. If it is found that the item has been used, washed, or is dirty, the return will not be accepted. In these cases, the items will be sent back to the customer, charging the respective shipping costs.
  • The maximum return period is 15 days.
  • We will not accept returns of used items or items that have been damaged by the customer.
  • After 6 months, if the customer does not respond to a non-accepted return, the item will be considered abandoned and subsequently destroyed.
  • Only defective films can be returned, and it will always be for the same title. If the title is discontinued, exceptionally, an exchange for another title will be allowed.
  • We will not accept returns of Christmas, Carnival, or Halloween items that have remained in the customer's possession during and after the relevant season.
Returns should be sent to the following address:

J.Neves
Technical Department
Av. D. Joao VI. 205 R/C ESQ
8700-134 Olhão
Portugal

SIZE EXCHANGES
See the conditions for size exchanges.  

RETURN, CANCELLATION, AND EXCHANGE FEES
  • Exchanges due to defects will be free after confirmation.
  • For exchanges due to size or customer preference, the shipping costs to our facilities are at the customer's expense. The new shipment is free, except for items on promotion or with any type of discount applied.
  • If an already paid order is cancelled, and a refund is requested, regardless of whether the order was shipped or not, or if a clothing item is returned due to improper fit, a €1 fee will be charged to cover the return fees of financial institutions.
  • If you order only samples, make the payment, and the samples are not sent, a €1 fee will be charged for financial platform fees.
  • The customer bears the return costs of the items, except in cases of defects or errors attributable to the store.
  • If a product is returned due to non-collection or returned without damage or defect, a €5 replenishment fee will be charged per shipment to cover shipping expenses (shipping, packaging materials, and labor) and a €1 fee to cover the return fees of financial institutions. The Customer has all the necessary information available to track their order and facilitate successful receipt.
  • Gift wrapping fees will not be refunded.
MISTAKES
We are all human and mistakes can happen. If they do and the customer wishes, the wrong item will be collected by us, and the correct item will be sent to the customer at no cost.

7. RIGHT OF WITHDRAWAL

In accordance with Decree-Law No. 24/2014 of February 14, the consumer has a period of 14 consecutive days to withdraw from the contract without justification. The period begins upon physical receipt of the goods.

To exercise this right, you must communicate your intention in writing (email or letter) and return the items as indicated above.

To exercise your right of withdrawal, you can use the following model communication (copy, complete, and send by email to [email protected]):

Attn: Cupido
Av. D. João VI, No. 205, 8700-134 Olhão
Email: [email protected]

I hereby inform you that I intend to exercise my right of withdrawal regarding the purchase contract for the following product:
  • Product: [Clearly identify the product]
  • Order Number: [your order number]
  • Receipt Date: [day/month/year]
  • Customer Name: [Your full name]
  • Address: [Your complete address]
  • Telephone contact and/or email: [customer contacts]

Signature (only if sent by printed letter):
[Handwritten signature]

Date: [day/month/year]

8. LEGAL WARRANTY

All products sold by Cupido are covered by the legal warranty in force, except for consumable or perishable products by nature. The warranty does not cover misuse, improper use, or normal wear of the product.

9. CUSTOMER RESPONSIBILITY
  • The customer must ensure that the items purchased are allowed in their country. No refund will be given in case of customs retention due to illegal importation or abandonment.
  • In case of a non-accepted return and if the customer does not respond within a period exceeding 6 months, the item will be considered abandoned and destroyed.

10. LEGALITY AND LICENSING GUARANTEE

Cupido is licensed by DGAE (license no. 1790/2008) and regularly inspected by ASAE, ensuring full legal compliance and security in the acquisition of products.

11. CUSTOMER SUPPORT

For questions, clarifications, or complaints, contact us via:

Email: [email protected]
Phone available on the website
Address: Av. D. João VI, No. 205, 8700-134 Olhão, Portugal

12. PROCESSING OF PERSONAL DATA (GDPR)

By placing orders, customers accept the processing of their personal data as described in our Privacy Policy. This acceptance is mandatory and explicit through a checkbox before finalizing the order.

13. COOKIE POLICY

This website uses cookies. Consult our Cookie Policy for detailed information and management of your preferences.

14. ONLINE SECURITY AND LIABILITY

Cupido applies rigorous technical measures to ensure security. The user should adopt appropriate computer protection measures.

15. ALTERNATIVE DISPUTE RESOLUTION

Alternative Dispute Resolution for Consumer Disputes (Law No. 144/2015)

"In case of consumer disputes, the consumer can resort to an alternative dispute resolution entity (ADR).
The entity competent for disputes related to purchases made on this website is:

Center for Arbitration of Consumer Conflicts of the Algarve
Address: Nest of Companies, ANJE Building - Estrada da Penha, 3rd floor, room 26, 8005-131 Faro
Phone: 289 823 135
Email: [email protected]
Website: www.consumoalgarve.pt

You can also consult the European online dispute resolution platform (ODR) at the following email address: http://ec.europa.eu/consumers/odr."

16. CHANGES TO TERMS AND CONDITIONS

We reserve the right to modify these Terms and Conditions at any time. Changes will be published on this website, and users are advised to check periodically.

17. IDENTIFICATION OF THE SUPPLIER AND RESPONSIBLE FOR THE WEBSITE

João Neves
VAT: 205826040
Headquarters: Av. D. João VI, No. 205, 8700-134 Olhão, Portugal
DGAE License No.: 1790/2008
Email: [email protected]

This site is protected by copyright law. Any partial or full copy will be punished according to the law in force.

Last updated: March 2025