Frequently Asked Questions
FAQ'S
You can find all the frequently asked questions related to the Cultural heritage Online Shop here. The questions are devided into order, payment or shipping categories.
Check if the question you are looking for is in one of these topics. If you do not find the information you want, please feel free to contact us.
Orders
The purchasing process is simple. Select your favourite items using our menus or through our search tool. Add them to the cart at loja.patrimoniocultural.gov.pt and checkout as a registered customer account.
Registration is very simple. You will only be asked for your name, a valid email address and a password. You will have all the information about your order at your disposal by logging into your account.
At the end, you must confirm your order and select the desired shipping method.
You will be taken to a page where you can choose your payment method and finalise your order.
You will receive an e-mail confirming your order.
After finalising your purchase, it is not possible to change your order details.
If you wish to make any changes, you must contact the Online Store immediately, through the contacts available on the site, before it is dispatched.
If the order has been shipped, the conditions set out in “Exchanges and Returns” apply.
After the order is dispatched, you will be notified via e-mail with the order tracking code so that you can track your order on the carrier’s website.
After finalising your purchase, it is not possible to cancel your order.
If you wish to cancel your order, you must contact the Online Store immediately, through the contacts available on the site, before it is dispatched.
If the order has been shipped, the conditions set out in “Exchanges and Returns” apply.
Whenever you enter a valid Tax Identification Number (TIN), you will receive your invoice with those details. If you do not put a TIN in your order or provide an incorrect TIN, we will automatically issue a simplified invoice, as provided by law.
Returns
Yes. If you are not satisfied, request the return of the product in your customer area, within a maximum of 14 days, through your order details. You can return one or more products. After making this request, a pop-up will appear where you must put the reason for the return and you can also attach images.
In the returns area there is a form available where you can check the status of the return request or contact us if you have any questions or to request any additional information about the return request.
Upon receipt of the items, we will check that they meet the required return conditions. If it is confirmed that the product is eligible for return, we will proceed with the refund within 14 days, after confirmation e-mail sent to the customer.
In the case of returns due to cancellation, the return costs will be borne by the customer.
1st STEP: Send notification of a return request
In your customer area go to Orders: > Details
- Select the item or items you wish to return or return the whole order
- Select the reason for return
- Add an image (optional)
- Click on the send return request option
You will receive a notification via email indicating the number of your return request.
2nd STEP: Put the article in the box
You can use the original packaging in which you received your order or another cardboard box, provided it is not damaged.
If the box has any labels, stickers or other materials from previous shipments, remove them.
The goods must be accompanied by the printed return form.
3rd STEP: Send the article
In the case of a return due to cancellation, the shipping costs will be borne by the customer, who may return the product(s) by their preferred method of shipping and must ensure that the goods to be returned arrive at Cultural Heritage, Public Institute.
In case of a return due to defect or non-conformity of the product(s), the shipping costs of the item(s) to be returned will be the responsibility of the Cultural Heritage, Public Institute, which will collect your order at the same delivery address.
4th STEP: Reimbursement
Once the product(s) is/are received, it/they will be analysed by our team.
If it/they conform(s) with the return conditions, the refund will be made via bank transfer within a maximum of 14 days. You will receive notification via e-mail that your return has been accepted.
As soon as the chargeback is made, the Cultural Heritage Store will send a new notification via email indicating that the return has been completed. This information is also available in your customer area.
If the goods do not meet the conditions for a refund the Cultural Heritage Online Store will contact you via email.
Returns in case of product defect or error in the Online Shop are always free of charge. Return costs resulting from customer cancellation are assumed by the customer and should be sent to the address of the Online Store (Palacete Vilar de Allen, Rua António Cardoso, 175, 4150-081 Porto).
Products
If the item or size you want is out of stock, it may become available again, so we recommend you visit the page frequently.
All our items have the same prices in the physical shops and on the website. Except for promotional campaigns exclusive to either the online shop or the physical shops.
No. The products available in the online shop are not in all Cultural Heritage, Public Institute, shops. If you wish to know if a certain product is available in a specific shop, please contact us.
Technical Informations
If you can’t remember your password, you can retrieve it by clicking on “Forgot password?” below the login fields. You will receive an email with the necessary instructions to reset your password.
Click on “Cart” to view the content of your purchase and modify or delete items from your order.
Please note that the items in the cart are not reserved and may therefore be sold out.
The security of the information that clients share with the Cultural Heritage, Public Institute, is one of our top priorities.
You can shop with complete peace of mind. Your personal data is protected based on encrypted data transmission through a secure protocol, ensuring the security of your purchases and your data.
You can contact us through the means available on our contact page.
Payments and Shipping
We offer the following payment methods: Visa and Mastercard.
All orders are placed in euros (€) and payment is processed in that currency.
Please note that if your bank account is in a different currency, the exchange rate used to debit your account will be determined automatically by your bank and not by the Cultural Heritage, Public Institute.
Due to different customs policies and import taxes, we have no control over possible costs that may be applied when an order arrives in the destination country. If you have any questions, please contact customs before placing your order for more information on customs costs.
When finalising your order, we will show you the shipping methods available and the cost, according to the selected delivery address and the weight of the order.
Possible delivery options:
Delivery to the Online Store Central Warehouse (FREE OF CHARGE):
The customer will be notified via email when it is available for collection;
The person collecting the parcel must present their I.D. card.
You have 15 consecutive days to pick up your order at: Palacete Vilar de Allen, Rua António Cardoso 175, 4150-081 Porto.
Home delivery:
Free for mainland Portugal on orders over 30.00€. The shipping costs are calculated at the time of checkout depending on the delivery address and the weight of the order.
Delivery pick-up points:
We will show you the available delivery points at the time of purchase (only available for delivery in mainland Portugal).
The person collecting the parcel must present the SMS/email received from the carrier and an identification document;
Orders are available for collection for 5 working days.
We undertake to dispatch your order as soon as possible. After dispatch, your order should be delivered within the following deadlines:
Portugal (Mainland) – 2 to 3 working days
Portugal (Islands) – 2 to 15 working days
Spain – 2 to 3 working days
European Union countries – 3 to 7 working days
Rest of the World – 5 to 15 working days
The Cultural Heritage, Public Institute, ships to: Portugal (mainland and islands) Germany, Austria, Belgium, Slovakia, Slovenia, Spain, France, Greece, Netherlands, Hungary, Ireland, Iceland, Italy, Lithuania, Luxembourg, United Kingdom, Czech Republic, Switzerland, Denmark, Estonia, Finland, Latvia, Malta, Norway, Poland, Sweden, Vatican City, Monaco, Andorra, Liechtenstein, Canada, United States of America, South Africa, Albania, Angola, Saudi Arabia, Algeria, Argentina, Armenia, Australia, Azerbaijan, Bahrain, Bosnia Herzegovina, Bulgaria, Cape Verde, Kazakhstan, Chile, Cyprus, South Korea, Côte d’Ivoire, Croatia, Egypt, United Arab Emirates, Philippines, Georgia, Guinea-Bissau, Hong Kong, India, Indonesia, Iran, Israel, Japan, Jordan, Kosovo, Kuwait, Lebanon, Libya, Macau, Macedonia, Malaysia, Morocco, Mauritius, Mauritania, Mexico, Mozambique, Moldova, Montenegro, Nigeria, New Zealand, Peru, Kyrgyzstan, Romania, Senegal, Serbia, Singapore, Thailand, Taiwan, Tajikistan, Timor-Leste, Tunisia, Turkey, Ukraine, Uzbekistan, Venezuela, Bahamas, Bangladesh, Barbados, Belize, Benin, Bolivia, Bonaire, Sint Eustatius and Saba, Botswana, Brunei Darussalam, Burkina Faso, Burundi, Bhutan, Cameroon, Cambodia, Chad, China, Colombia, Comoros, Congo, Costa Rica, Cuba, Curaçao, Djibouti, Dominica, El Salvador, Ecuador, Eritrea, Ethiopia, Fiji, Gabon, Gambia, Ghana, Grenada Guam, Guatemala, Guyana, Guinea, Equatorial Guinea, Haiti, Honduras, Iraq, Jamaica, Laos, Lesotho, Liberia, Madagascar, Mayotte, Malawi, Maldives, Mali, Myanmar, Micronesia, Mongolia, Namibia, Yemen; Virgin Islands (US), Brazil.
