Check out our amazing Gourmet Pack!

FAQ

Need help? Browse through the questions below. To get the answer to your question, click on the corresponding question. If you have any other questions or requests, you can contact us through our contact form or via email: treasuresoflisboa@gmail.com.

PAYMENTS

  • What payment methods do you accept?
  • Do prices include VAT?
  • My discount code didn't work?
  • Can I use more than one promotional code on my order?
  • Experiencing problems paying?
  • DELIVERY

  • Which countries do you ship to?
  • What delivery options do you offer?
  • How long do orders take to reach their destination?
  • ORDERS

  • Can I track the status of my order?
  • What happens if nobody's in when my order is delivered?
  • Will my parcel be charged additional custom and import charges?
  • Where is my order?
  • Can I cancel my order?
  • Can I amend my order once it has been placed?
  • Where is my order confirmation?
  • What should I do if my order is missing?
  • RETURNS AND REFUND

  • What do I do if I've received the wrong item?
  • There's an item missing from my order, what should I do?
  • How do I return an item?
  • Can I return a gift?
  • Can I return items bought with a gift voucher?
  • Can I get a refund if the price has changed since I ordered it?
  • What should I do if my refund is incorrect?
  • I forgot to include my returns note in my return, what can I do?
  • Will my original postage costs be refunded?
  • What do I do if my item is faulty?
  • I purchased a product and now it's in the sale, can I get a refund?
  • PRODUCTS AND STOCK

  • Can you tell me more information about your products?
  • Why can't I find an item that I've seen advertised?
  • How can I find out if you'll be getting in more stock of a product I want?
  • I want to order a specific Portuguese product but I can’t find on your website. What can I do?
  • Are some of your products vegan/vegetarian friendly?
  • How do I find out what ingredients are in your products?
  • COVID-19

  • Is it safe to order on Treasures of Lisboa Gourmet Shop during this COVID1 pandemic?
  • How do I unsubscribe from your newsletter?
  • ACCOUNT

  • Do I need to set up an account to make an order?
  • Why is it better to create an account on the Online Shop ?
  • I'm having trouble signing in to my account, what should I do?
  • How do I reset my password?
  • How can I access my wish list?
  • Is my personal information kept private?
  • How can I remove my personal information from your database?
  • GIFT CARDS

  • Do you sell gift cards?
  • How do I purchase a gift card?
  • Why haven't I received my gift card?
  • I've lost my gift card, can I get a replacement?
  • Can I return a gift card?
  • How long do I have to use my gift card?
  • I've bought a gift card, can I cancel or return it?
  • PAYMENTS

    What payment methods do you accept?

    We accept payment from American Express, VISA, Mastercard, Apple Pay .

    Do prices include VAT?

    Yes, all prices listed include VAT.

    My discount code didn't work?

    Firstly, check that you’re entering the discount code exactly as it appears (case sensitive) and check that the code is still in date and has not expired. Secondly, check the terms and conditions of your code, if the item is in sale or in a certain category the discount may not be valid on this product. If it’s still not working, please email us at treasuresoflisboa@gmail.com and our team will be able to advise you further.

    Can I use more than one promotional code on my order?

    No, you can only use one promotional discount in each individual order.

    Experiencing problems paying?

    Oh no! Please try an alternative payment method or contact us at treasuresoflisboa@gmail.com and we will help you as soon as we can!

    DELIVERY

    Which countries do you ship to?

    We offer international shipping to the following countries: Portugal, France, Germany, Belgium, The UK, Austria, Bulgaria, Croatia, Czechia, Denmark, Estonia, Finland, Greece, Hungary, Ireland, Italy, Latvia, Lithuania, Luxembourg, Monaco, Netherlands, Poland, Romania, Slovakia, Slovenia, Sweden, Portugal, Spain, Switzerland.

    This list of countries gets longer, so don’t hesitate to come back and check out if your country has been added.

    What delivery options do you offer?

    Domestic Shipping Rates and Estimates

    Shipping charges for your order will be calculated and displayed at checkout. It depends on the weight of your package as well as your country.

    Shipping option

    Estimated delivery time

    Price

    UPS

    1 to 6 business days delivery

     

     

    Prices depend on the weight of your package.

    TNT

    1 to 2 business days delivery

    Correos Express

    2 business day delivery

    International Shipping

    We offer international shipping to the following countries: France, Germany, Belgium, The UK, Austria, Bulgaria, Croatia, Czechia, Denmark, Estonia, Finland, Greece, Hungary, Ireland, Italy, Latvia, Lithuania, Luxembourg, Monaco, Netherlands, Poland, Romania, Slovakia, Slovenia, Sweden, Portugal, Spain, Switzerland.

    Shipping charges for your order will be calculated and displayed at checkout.

    For France, Belgium, Germany and the UK, we offer a flat fee of 11€ for shipments up to 7kg.

    Shipping option

    Estimated delivery time

    Price

    UPS

    1 to 6 business days delivery

     

     

    Prices depend on the weight of your package as well as your country.

    DPD

    2 to 4 business days delivery

    TNT

    1 to 2 business days delivery

    Correos Express

    2 business day delivery

     

    Your order may be subject to import duties and taxes (including VAT), which are incurred once a shipment reaches your destination country. Treasures of Lisboa Gourmet Shop is not responsible for these charges if they are applied and are your responsibility as the customer.

    *While we do our best to meet these time frames, during busy periods there may be some changes and deliveries may take longer. There may also be situations, (including but not exclusive to poor weather conditions, custom delays, local postal delays and tech updates) which result in a longer delivery. For changes and updates please make sure to check your tracking.

    How long do orders take to reach their destination?

    An order placed in our website Treasures of Lisboa Gourmet Shop usually takes 48 hours to be delivered in mainland Portugal, and between 24h to 6 days to be delivered internationally, depending on the option that you choose at checkout.

    ORDERS

     

    Can I track the status of my order?

    Yes, you can. Along with your order confirmation, once your order has been shipped a tracking number from the transporter you chose at checkout will be sent over to you so you can track your order, we currently ship with UPS, DHL, TNT, Correos Express.

    What happens if nobody's in when my order is delivered?

    As we currently ship with UPS, Correos Express, TNT, DPD Classic, they state that your courier will make two attempts to deliver your parcel and leave a note in your mailbox. Should you not be in when the courier attempts to deliver the package, it will eventually be sent back to us.

    Will my parcel be charged additional custom and import charges?

    Custom and Import charges are charged once an item has arrived in its destination country. Unfortunately, we have no control over what these charges are, as Custom and Import policies vary from country to country. We would advise that you find out what these charges may be before you place your order. Custom or Import Charges are not applicable for orders within Portugal.

    Where is my order?

    Your order should arrive within the time frame of your chosen delivery method, which you can double check in your order confirmation email. You should also receive a tracking link so check this out for any delivery updates. If the delivery time frame has passed and you’ve still not received your items, please get in touch with us at treasuresoflisboa@gmail.com

    Can I cancel my order?

    Once you have placed an order with us our team work hard to make sure we are promptly starting to pack and process your order, therefore once you are charged we are unable to interfere with this process. If you are unhappy with your item(s) or no longer require them, you are welcome to send them back to us. We have a 14-day return policy, which means you have 14 days after receiving your item to request a return.

     

    To be eligible for a return, your item must be in the same condition that you received it, unused, and in its original unsealed packaging. You’ll also need the receipt or proof of purchase.

     

    To start a return, you can contact us at treasuresoflisboa@gmail.com. If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted and no refund will be provided in that case.

     

    You can always contact us for any return question at treasuresoflisboa@gmail.com

     

    Can I amend my order once it has been placed?

    Once you have placed an order with us our team work hard to make sure we are promptly starting to pack and process your order, therefore once you are charged we are unable to interfere with this process and make any amendments. If you are unhappy with your item(s) or no longer require them, you are welcome to send them back to us. We have a 14-day return policy, which means you have 14 days after receiving your item to request a return.

     

    To be eligible for a return, your item must be in the same condition that you received it, unused, and in its original unsealed packaging. You’ll also need the receipt or proof of purchase.

     

    To start a return, you can contact us at treasuresoflisboa@gmail.com. If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted and no refund will be provided in that case.

     

    You can always contact us for any return question at treasuresoflisboa@gmail.com

    What can I do if my order is going to the wrong address?

    Where is my order confirmation?

    Once you have placed an order, you should receive an email confirmation sent to the email address you provided at checkout. If, for some reason, you did not receive this email, please check your spam/junk folders. If you still cannot find this, please log into your account to check that your order was initially processed, and if you are still having problems please contact us at treasuresoflisboa@gmail.com

    What should I do if my order is missing?

    Please contact us at treasuresoflisboa@gmail.com where we will assist you further.

    RETURNS AND REFUND

     

    What do I do if I've received the wrong item?

    If you’ve received the wrong item please contact us at treasuresoflisboa@gmail.com where we will be able to advise you further on the next steps.

    There's an item missing from my order, what should I do?

    If you receive your order and an item is missing, please check your emails or junk emails to see if you’ve received an out of stock notice from us, if you haven’t received this please email us at treasuresoflisboa@gmail.com and we will help you further.

    How do I return an item?

    Please read our full Return & Refund Policy here.

    We have a 14-day return policy, which means you have 14 days after receiving your item to request a return.

     

    To be eligible for a return, your item must be in the same condition that you received it, unused, and in its original unsealed packaging. You’ll also need the receipt or proof of purchase.

     

    To start a return, you can contact us at treasuresoflisboa@gmail.com. If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted and no refund will be provided in that case.

     

    You can always contact us for any return question at treasuresoflisboa@gmail.com

    Damages and issues

    You must refuse a package if the outer packaging has a clear indication of shock or leakage. Signing the delivery slip means that you accept the package as is and no longer allows any dispute with the postal services.

    Please inspect your order upon reception and contact us immediately if one item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right. Any complaint must be made within 3 days of receipt of the package and will no longer be taken into account after this period.

    To contact us, please write us an email at treasuresoflisboa@gmail.com with your name, your order number, and your personal contact information such as e-mail address or mobile phone number.

    Exceptions / non-returnable items

    Certain types of items cannot be returned, like some of our perishable goods (list below), custom products (such as special orders or personalized items). We also do not accept returns for hazardous materials, flammable liquids, or gases.

    List of items that cannot be returned during the 14 day cool-off period including, but not limited:

    • Cheeses
    • Chocolate
    • Meat
    • Biscuits

     

    Please get in touch if you have questions or concerns about your specific item.

     

    Unfortunately, we cannot accept returns on sale items or gift cards.

     

    Can I return a gift?

    Yes you can. To return an unwanted gift you need to get in touch with the person who purchased the gift and ask them to get in touch with us directly at treasuresoflisboa@gmail.com .

    Certain types of items cannot be returned, like some of our perishable goods; Please read our full Return & Refund Policy here.

    Can I return items bought with a gift voucher?

    Yes you can return items bought with a gift voucher, however you will be refunded onto a Treasures of Lisboa Gourmet Shop gift card. Certain types of items cannot be returned, like some of our perishable goods; Please read our full Return & Refund Policy here.

    Can I get a refund if the price has changed since I ordered it?

    As a business we're constantly changing our prices due to trends, sales demand and other various reasons. This does unfortunately mean that if the price has changed since you've ordered, we are unable to refund the price difference.

    What should I do if my refund is incorrect?

    Please contact us at treasuresoflisboa@gmail.com

    I forgot to include my returns note in my return, what can I do?

    Please contact us at treasuresoflisboa@gmail.com with your name and order number so we can keep track of this when the product arrives back to us.

    Will my original postage costs be refunded?

    Postage costs will only be refunded if your product is damaged or faulty.

    What do I do if my item is faulty?

    Goods are classified as faulty if they are not of satisfactory quality, fit for purpose or not as described. Please note that items which are damaged due to normal wear and tear; by accident; or through misuse will not be considered faulty and Treasures of Lisboa Gourmet Shop has the right to refuse a refund on these grounds. If your item is faulty, please do not dispose or amend your item(s). Please contact Customer Care on treasuresoflisboa@gmail.com within 3 days of receipt along with your name, order number, and any images you can provide of the faulty item(s).

    I purchased a product and now it's in the sale, can I get a refund?

    Unfortunately, we are unable to refund the difference between the original price and the sale price.

    PRODUCTS AND STOCK

    Can you tell me more information about your products?

    We work hard to include as much information about our products in our product descriptions on the product page, but if there’s something more specific you’d like to know please contact us at treasuresoflisboa@gmail.com.

    Why can't I find an item that I've seen advertised?

    We try to only advertise products available on site at that time, however sometimes this isn’t always possible – if there is something you see advertised and it isn’t in stock yet please feel free to email us for more information! We’ll always try and help. Here is our email: treasuresoflisboa@gmail.com

    How can I find out if you'll be getting in more stock of a product I want?

    Due to high demand, some of the items on our website do sell out very quickly! Please contact us via email at treasuresoflisboa@gmail.com if you wish to purchase more products than available on the website.

    I want to order a specific Portuguese product but I can’t find on your website. What can I do?

    We have very good local connections with a great varity of companies and family businesses here in Portugal,so we can surely find the product that you wish to order. Please contact us with the product reference you are looking for at treasuresoflisboa@gmail.com

    Are some of your products vegan/vegetarian friendly?

    Yes. If a product is vegan or vegetarian friendly, we will always specify this within the product information.

    How do I find out what ingredients are in your products?

    We try and feature this on all products that include ingredients, if we have missed any or you would like more information please contact us on treasuresoflisboa@gmail.com

    COVID-19

    Is it safe to order on Treasures of Lisboa Gourmet Shop during this COVID19 pandemic?

    Yes, we take all the measures necessary to ensure your safety, no need to worry. Each and every item is handled with care respecting a safety protocol.

    How do I unsubscribe from your newsletter?

    Click unsubscribe at the bottom of any newsletter or email your receive from us, alternatively email us at treasuresoflisboa@gmail.com and we can remove your information from our database completely.

     

    ACCOUNT

    Do I need to set up an account to make an order?

    No, if you do not want to set up an account with us we have the option to checkout as a guest. All you'll need is your contact and shipping information!

    Why is it better to create an account on the Online Shop ?

    If you create an account on our website, you will have access to your order history, status and tracking of said orders. It also allows you to save your favorite products in your wish list. You can sign up here.

    I'm having trouble signing in to my account, what should I do?

    Oh no! Please try resetting your password initially. If this still doesn't work please contact us at treasuresoflisboa@gmail.com and we'll try and help!

    How do I reset my password?

    If you can't remember your password, we'll need to reset that for you. Simply click here to change it.

    How can I access my wish list?

    To access your wish list, please make sure you are logged in.

    Is my personal information kept private?

    Yes, in accordance with the European law we promise to keep your information private and secure. To read more about our privacy policy please see here.

    How can I remove my personal information from your database?

    If you would like all information regarding yourself removed from our database, please email us at treasuresoflisboa@gmail.com

     

    GIFT CARDS

    Do you sell gift cards?

    Yes we do! To buy one of our e-gift cards, please click here. Please note. If you buy one of our e-gift cards, this is only valid to use online on our website Treasures of Lisboa Gourmet Shop and will be sent to you electronically via email.

    How do I purchase a gift card?

    Our gift cards can be purchased online here. To purchase one online you simply add it into your basket like you would a normal product. Once you’ve completed at checkout you will receive an order confirmation with your gift card confirmation within 72 hours. To buy one of our gift cards please click here.

    Why haven't I received my gift card?

    Your gift card should appear in your emails within 72 hours of purchasing. If you have still not received it, please email us at treasuresoflisboa@gmail.com .

    I've lost my gift card, can I get a replacement?

    Yes you can, if you give us an email at treasuresoflisboa@gmail.com we’ll be able to advise you further on this.

    Can I return a gift card?

    No, our gift cards are non-refundable.

    How long do I have to use my gift card?

    Your gift card is valid for 12 months from the date of purchase.

    I've bought a gift card, can I cancel or return it?

    Unfortunately our gift cards are non-transferable and cannot be cancelled or returned.