Returns & Refunds

This page explains how to return an order, how to withdraw from your contract, and how refunds work.

Our 30-day returns policy applies to every customer, worldwide. It sits on top of your statutory rights and never replaces them. Where the two overlap, you are free to use whichever gives you more.

30-day returns for everyone

You have 30 days from the day your order is delivered to return any unused item in its original condition. This applies to every country we sell to, and you do not have to give a reason.

We only ask that the item is unused and comes back to us in the condition you received it, so that we can pass it on to another customer.

This 30-day policy is voluntary and additional. It runs alongside the statutory right of withdrawal described below and does not shorten it, replace it or make it harder to use.

The direct cost of sending the parcel back is yours, unless the item is faulty or we sent the wrong one. See Return costs below.

The 14-day right of withdrawal

Who has it

If you are a consumer living in the EU or the EEA, or in the United Kingdom, you have a statutory right of withdrawal under Portuguese law (Decreto-Lei n.º 24/2014, which implements Directive 2011/83/EU). You have 14 days from the day you, or a person you name who is not the carrier, receive the goods. You do not need to give any reason.

Because we inform you about this right, the period is 14 days. The law extends it to 12 months only when a seller does not inform the consumer, so that extension does not apply here.

Customers outside those countries keep our 30-day policy and the mandatory rights of their own country.

How to exercise it

You can withdraw with any clear statement to us: an email, a letter, the model form below, or the electronic withdrawal function on this site — Withdraw from contract here.

You do not have to use the form, and you do not have to explain yourself. You only need to send your statement before the 14 days are up.

Consequences of withdrawal

Once you withdraw, the contract ends and we refund the price of the goods together with the standard delivery cost you paid. We make the refund within 14 days of receiving your withdrawal, using the same payment method you used for the purchase. We may hold the refund until we have the goods back or you show us proof that you sent them.

You send the goods back to us within 14 days of telling us that you are withdrawing.

Return costs

You pay the direct cost of sending the parcel back. If the item is faulty or we sent the wrong one, we pay instead — see Faulty or wrong items below.

Diminished value

You may handle and inspect an item as you would in a shop. You are only liable for a reduction in its value caused by handling that goes beyond what is needed to establish its nature and characteristics. In plain terms: look it over, open it, hold it — but do not put it to use.

Model withdrawal form

You may use this form if you prefer. It is not compulsory.

Annex I(B) of Directive 2011/83/EU and the Annex to Decreto-Lei n.º 24/2014.

To EIRATEXTIL – INDUSTRIA DE CONFECÇÕES, LDA, Lugar do Eirado, 4480-250 Ferreiró, Vila do Conde, Portugal, support@gleamori.shop:

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:

You can also withdraw online, without a form, through the electronic withdrawal function: Withdraw from contract here.

How to send items back

Email support@gleamori.shop first. Give us your order number and tell us which item you are returning, and whether you are using our 30-day policy or the 14-day right of withdrawal.
We reply with the return address. Our registered office is not a shop, a warehouse or a returns address, so please do not send anything there until you have heard from us.
Send the parcel within the time that applies to you: within 14 days of telling us, if you are withdrawing under the statutory right; within 30 days of delivery, if you are using our 30-day policy.
Pack it safely. We recommend a tracked service and keeping your proof of sending, because we may hold the refund until the goods reach us or you show us that you dispatched them.

Refunds

We refund the price you paid for the goods. If you withdraw under the statutory right, the refund also includes the standard delivery cost.
We make refunds within 14 days of receiving your withdrawal. Under our 30-day policy, we refund as soon as the returned items reach us and we have checked them.
Refunds go back to the same payment method you used for the purchase.
We may hold the refund until we have the goods back or you show us proof that you sent them.
You pay the direct cost of the return. If the item was faulty or wrong, we pay the return cost and refund everything.

Cancellation before dispatch

You can cancel an order at any time before it is dispatched, free of charge. Email support@gleamori.shop or use the Withdraw from contract here function. Nothing has left us yet, so there is nothing to send back, and we refund you in full.

Orders are dispatched within 1 to 3 business days, Monday to Friday, excluding Portuguese public holidays. We send a dispatch email with a tracking number as soon as your parcel is on its way.

If no delivery date was agreed, we deliver within 30 days of your order at the latest. If we cannot, you may cancel and receive a full refund. If we learn before dispatch that import charges will apply to a delivery outside the EU, we tell you, and you may cancel free of charge.

Faulty or wrong items

If something arrives faulty, damaged or different from what you ordered, you are covered by the legal guarantee of conformity (garantia legal de conformidade, Decreto-Lei n.º 84/2021). Read about the legal guarantee.

In short: the guarantee runs for 3 years from delivery for new goods, and a lack of conformity that appears within the first 2 years is presumed to have existed when the goods were delivered. We put things right by repair or replacement first; if that is not possible, you may ask for a price reduction or to end the contract. Where the problem appears within 30 days of delivery, you may ask at once for a replacement or to end the contract.

Email support@gleamori.shop with your order number and a short description or a photo. We pay the return costs for faulty or wrong items, and you pay nothing to get a repair, a replacement or your money back.

Normal wear is not a fault: scuffs, the cork surface softening with use, and fading after long exposure to sun are what happens to cork over time. Damage from misuse is not covered either. There is no separate commercial warranty beyond these rights, and consumers in other countries keep the mandatory rights of their own country.

Exchanges

We do not run a separate exchange service. Choose the item you want and place a new order, then return the first one using the steps above.

The grain of cork differs on every piece, so a new piece will not look exactly like the image, or like the one you sent back. The same applies if you switch between our tones — Natural, Smoked or Moss.

Questions?

Email support@gleamori.shop, or call +351 913 650 284, Monday to Friday, 9:00–17:00 Lisbon time. Calls go to a Portuguese mobile number, so international rates may apply. We answer emails within two business days.