Terms & Conditions

These Terms and Conditions apply to all users of the Hey Picotado! website and to all purchases made through the online shop. By accessing or using this website, users and customers accept these terms in full. Hey Picotado! reserves the right to update or modify these Terms and Conditions at any time, without prior notice.

Payments

Hey Picotado! offers the following payment options for orders placed in the online shop:

MBWay — Payment can be made via MB Way to the number 912 141 447. The payment must be completed within 1 working day after placing the order.
Bank Transfer — You can pay by bank transfer. The payment details will be provided in the order confirmation email. The transfer must be completed within 1 working day.
PayPal — Payment via PayPal is available and can be made using a PayPal account or credit card.

Shipping

Orders are shipped via CTT — Correios de Portugal, using registered mail with a tracking code. Customers receive a confirmation email once the order has been dispatched, including tracking details.

Currently, we ship only within Portugal and Europe. However, if you live outside these regions and are interested in our products, please contact us and we’ll do our best to find a solution.

Shipping Costs

Portugal: €6.00
Europe: €8.00

Shipping costs include all expenses related to order processing and handling (e.g., packaging, preparation, and postal service fees).

Orders over €75.00 qualify for free shipping.

Delivery Times and Conditions

All orders are processed and shipped after payment confirmation, according to the product type and availability. Delivery times may vary depending on whether the product is in stock, made to order, or digital.

In-stock products: Orders including items available in stock are processed and shipped within 5 working days (except when pending payment).
Products available on back-order: Products marked as ‘Available on back-order’ are not in stock at the moment, but they can be made to order and may therefore require additional production time. These products are shipped within 5 to 10 working days.
Custom-made products: These items are also marked as “Available on back-order” but require a longer production period, depending on the level of personalisation. Shipping will occur within 5 to 30 working days, and the estimated time will be confirmed by email after the order is placed. If preferred, customers may request an estimated production time in advance by contacting hey@picotado.com.
Digital products: Digital files are available for download immediately after payment confirmation. No physical shipping applies.

For payments made via Bank Transfer or MB Way, orders are processed and shipped only after payment confirmation. Payment must be completed within 1 working day; otherwise, the order will be cancelled.

Estimated Delivery Time (for physical products, after dispatch)

Mainland Portugal: 1 working day
Azores and Madeira: 2 working days
Europe: 3–5 working days

If delivery cannot be completed due to the recipient’s absence, a notice will indicate where the order can be collected. Orders must be collected within a maximum of 5 working days. Otherwise, the order will be returned to Hey Picotado! and the cost of reshipping will be charged to the customer, even if the original order qualified for free shipping.

Delays, Damages, and Losses

Hey Picotado! cannot be held responsible for postal service delays, damages, or losses. Customers are advised to check the condition of the package upon delivery and refuse it if it appears damaged or opened.

All shipments include a tracking code, allowing customers to monitor their orders at any time.

Custom Orders

At Hey Picotado!, we accept custom orders, subject to the following conditions:

Orders must be placed either via email (hey@picotado.com) or by purchasing custom-made products through our online shop.
Once your request is received, we will provide a detailed quote, including design specifications, production time, and costs.
Production times vary depending on the complexity of the order and are typically between 5 and 30 working days. The exact time will be confirmed at the time of purchase.
Payment must be made in full before production begins.
Due to the personalised nature of these products, returns or exchanges are not accepted, except in cases of manufacturing defects.

Digital Products

Hey Picotado! offers digital products such as downloadable templates and printables. By purchasing a digital product, the customer agrees to the following conditions:

Digital products are delivered via email or through a direct download link after payment confirmation.
No physical item will be shipped.
Digital products are for personal use only and may not be shared, resold, or distributed, in whole or in part.
Due to the nature of digital items, refunds or exchanges cannot be accepted.
If you experience any issues with your download or file access, please contact us at hey@picotado.com and we will be happy to help.

Exchanges and Returns

Hey Picotado! allows exchanges or returns of products purchased online within 14 days of delivery, provided they are accompanied by the original invoice/receipt and are in perfect condition with original packaging.

Returns can be made:

By post (address provided via email)
In person (at a location in Maia, Portugal, to be arranged via email or phone)

Customers must notify Hey Picotado! in advance via email (hey@picotado.com) or phone (+351 912 141 447). Refunds for returned products will be issued within 8 days of the returned package’s arrival. However, all shipping costs are the Customer’s responsibility.

Please note that personalised products and digital products are non-refundable and cannot be returned.

Prices and Fees

All retail prices in the Hey Picotado! online shop are listed in euros (€) and include VAT at the applicable Portuguese rate (23%). Prices are subject to change at any time without prior notice.

To include a taxpayer number (NIF) on the purchase invoice, Customers must provide it in the designated field on the “Checkout” page.

Data Protection

Hey Picotado! guarantees the confidentiality of all customer information and does not sell or share personal data with third parties.

Customer data is collected for account management, billing, and communication purposes. Hey Picotado! is committed to ensuring the privacy and security of personal data. Customers may access, modify, or request the deletion of their personal data at any time.

For more details on data protection, refer to our Privacy Policy.

For any questions, please contact us via email (hey@picotado.com) or phone (+351 912 141 447).
We will be happy to assist you.

Last updated: 11 November 2025