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FAQs

How can I order products from the Decenio Online Store?

Ordering products from www.decenio.com is very simple:

   • Select Online Store and choose the collection you wish to see.

   • You may choose between: WOMAN; MAN.

   • View the available items.

   • Select the colour, size and quantity (if you are not sure about the sizes, please check the size table).

   • Click to add items to the shopping cart. Your item will then be displayed in your shopping cart.

   • You can keep adding new products to your shopping cart. When you have selected all your items, select "Cart" at the top of the page.

   • If you have a Promotional Code, please insert and validate. 

   • Click to process your order. 

   • Now, you must choose to either log in (if you are already registered) or to register by providing your details.

  • BUYING WITHOUT REGISTERING: This option is only available for orders to Portugal (including the islands). However, you will always need to provide essential information to complete the order.

   • Fill in the invoicing and shipping information. If you are a registered "Buyer", your details will be automatically filled in.

   • Select to ship and pay.

   • Select the shipping and payment methods. Next, select to see your order summary.

   • Your order summary will be shown, where you can alter your details, shipping options and payment method. 

   • After confirming the information, select to complete the order.

   • You will receive an email confirming the order details, including your payment information.

We recommend that you store this information for future reference. 

By confirming the order details, you are accepting the general conditions of sale and any other conditions at www.decenio.com. 

Can I get a product that is not available in the colour/size I am looking for?

If the product is listed but you cannot find a specific size, go to the product's page and select to find more information about product availability.

If the product is not listed, please email customercare@decenio.pt

We will endeavor to find the product in the requested colour and size.

What are the available payment methods?

Orders may be paid by Credit Card, PayPal, and Cash Machine reference (only for orders to Portugal or via Portuguese banks).

Credit Card payment: Visa, MasterCard, American Express, Maestro and Discover.

PayPal payment: If you choose PayPal, you will be redirected to PayPal's login page where, after logging into your account, you must complete the payment. If you do not have a PayPal account, you can create one and then complete the order.

Cash machine payment (only for orders to Portugal or via Portuguese banks): Payment must be completed from a bank in Portugal or via Internet banking. The total transferred amount must be the same as the order amount. The buyer shall bear any costs resulting from the payment (in general, payment by cash machine reference or Internet banking is free of charge). Decenio must receive the payment within 3 calendar days from the date the order is accepted, so that stock can be more reliably guaranteed. The order is considered to be valid after payment is confirmed.

What countries can I buy and receive orders in?

Currently, products can be bought in Portugal (including islands)Germany, Austria, Spain (excluding islands), Estonia, Finland, France, Greece, Netherlands, Ireland, Italy, Latvia, Lithuania, Luxembourg, Monaco, Belgium, Slovakia, Slovenia, Poland, United Kingdom, Czech Republic, Denmark, Hungary, Bulgaria, Romania, Sweden and Liechtenstein.

Can I use Tax Free on online purchases?

Yes, Tax Free is available in our online store. If you live in a country outside the European Union you can enjoy Tax Free in your Decenio online shopping. Once you have placed the order, let us know that you want to use this service. We will register and we will send the proof to present in the customs services.

How are deliveries processed? What are the delivery times and shipping costs?

For more information on Receiving Orders, please see: Purchase Guide/ Receive Orders

What are Pick Me Chronopost locations?

For more information on Pick Me Locations, please see: Purchase Guide/ Receive Orders (link)

 

Shipping price and delivery time

Destination Shipping Costs(€) Returns Trocas Tempos de Entrega* (média)
Portugal (Continental) Free Free Free 3 working days
Portugal (islands) Free (orders above €74.90); 9€ for orders below. Free Free 4 working days
Spain (excl. islands) Free Free Free 3 working days
Other Countries Free (orders above €74.90); 9€ for orders below. Free Not available 3 to 7 working days

 *Depending on product availability. The data shown represent average times under normal circumstances. In special occasions or promotions delivery days may be overpassed. Please contact us to be informed when your order shall be delivered.

How can I check my order status?

You can use the order tracking menu on the website, or use the link on your order email.

When your order is shipped from our premises, you will receive a confirmation email. Once you have received this email, orders can be expected to arrive on the following working day for deliveries to Portugal (excluding islands) and between 2 to 3 working days for deliveries to Madeira and the Azores. Deliveries to other countries may vary between 2 and 7 working days.

How can I return/exchange an order?

If for any reason "Buyers" are not satisfied with their products, they can return/exchange them within 15 days after the order is received provided that:

   • Products have not been washed or worn. Unless otherwise stated in the product information, the "Buyer" can try clothes and shoes for size and shape but cannot wear them.

   • The product retains its original characteristics, and the packaging has not been managed (carefully opened packaging will not be considered to be damaged).

   • The product is not complete (e.g. both items in a pair must be returned).

You cannot return:

   • Products that have been altered or with damaged identification tags.

Products can be exchanged only for orders in Portugal and Spain.

To do so, please fill in the return/exchange form sent with the order, or fill in the online form in your customer area. Products can be exchanged for the same product in another size or colour, or for products with a different reference, provided that the price is the same. Exchanges are always subject to confirmation from DECENIO.

If you wish to return/exchange your order, please use this address: Decenio - Departamento Online, Avenida 1º de Maio Nº1666, 4485-105 Fajozes, Vila do Conde, Portugal. Please include the completed return/exchange form and a copy of the original invoice.

You can also request collection from an address. To do this, you must complete and submit the online return form in your customer area. You must print this form and include it with the items to be returned. We will then contact you to confirm a collection date. Collection must be in the same country where the order was received.

For orders completed in other countries, "Buyers" must return their items via their customer area, by following the steps in the return policy menu and ordering a new item/colour/size.

Can I cancel an order that hasn't been paid?

"Buyers" can cancel their order from the order cancellation menu on the website. This feature is only available for unpaid orders. On this menu, "Buyers" must enter their order number and the associated email address, and then they must confirm the order cancellation. A confirmation message will then be displayed and a cancellation email will be sent.

How can I contact the online department?

Decenio Online Store Customer Support is intended to provide information and answer questions from all our customers. We are also open to suggestions for improving our services. Please send us an email to: customercare@decenio.com

Purchase Guide

CUSTOMER REGISTRATION

To register on the Decenio Online Store, you only have to access the "Create New Account" menu at the top part of the website and provide the information requested. Once the registration process is completed, you will receive an account activation email. After account activation, customer registration is completed and fully functional.

By registering on the Decenio Online Store, you will benefit from the following:

- Access your order history from the Login menu.
- Save your data for a quicker order process.

- Benefit from promotional campaigns for registered customers only.

- Create a Wishlist where you can save and manage your favourite items.

ORDERING AT THE DECENIO ONLINE STORE

For more information on How to Order, please see: FAQ/ Como encomendar (link)

WHAT COUNTRIES DO DECENIO SHIP TO?

For more information on Available Countries, please see: FAQ/ Portes e Tempos de Entrega.

VOUCHERS AND PROMOTIONAL CODES

If used as per the relevant rules, a promotional code allows the user to benefit from a promotion/discount on a specific product or set of products, for the period linked to the promotional code/campaign and under the conditions set in the promotional code.

Promotional codes cannot be sold, exchanged or transferred. A "Buyer" with a promotional code cannot upload or make the promotional code available on any website or any other public method for offering, transferring, selling or exchanging promotional codes. Promotional codes cannot be used for commercial purposes.

Promotional codes cannot be used in connection with another brand, company or name. Promotional codes cannot be used in an illegal, abusive or disrespectful manner or any other manner that may affect the reputation of Decenio.

Only one promotional code can be used per order.

Promotional codes cannot be used together with other promotions or special offers unless clearly stated otherwise. They cannot be exchanged for money.

DECENIO is under no obligation to reissue or replace promotional codes.

Without prejudice to any other rights, Decenio can nullify a promotional code immediately if it is suspected that the code is being used in violation of the above-mentioned conditions, after misappropriation, or under any other circumstance that justifies such action by Decenio.

PAYMENT METHODS

For more information on Payment Methods go to FAQ's section.

WHAT ARE THE SHIPPING COSTS?

Shipping costs depend on the country of delivery and the total cost of the order.

For more information on Shipping Costs, please see: FAQ/ Timming and costs

RECEIVING ORDERS

Orders can be received at an address chosen by you, in any of the available countries.

Orders delivered to Portugal can be sent to an address (home address, workplace, house of a relative, etc.) or at a Pick Me location.

If you select home delivery, once the order is dispatched, you will receive a confirmation SMS with a tracking number. You can use this number to check the order status at any time on the carrier's website. The order will delivered on the following working day after the SMS message is received, at the address provided. If you select this option, please note that the order will be delivered between 9am and 8pm. Please make sure someone is at the selected address to receive the order.

If nobody can be at the address to receive the order, we recommend that you choose: Pick Me Chronopost location (deliveries to Portugal only).

PICK ME CHRONOPOST is a wide network of shops managed by Chronopost, where you will be able to collect your order more easily. You will receive an SMS message when the order arrives at the selected Pick Me location. You will then be able to conveniently collect the order from the selected Pick Me location, by providing the number sent by SMS. This is the ideal solution if there is nobody at the delivery address.

RETURNS AND EXCHANGES

The buyer may return the item(s) within 15 calendar days after receiving the order.

The following rules must be complied with:

- Products cannot show signs of washing or wear besides fitting for size and shape.

- Products must have their original characteristics, and the packaging must not be damaged apart from the necessary damage resulting from careful opening.

- Products must be complete, including all their parts and their respective identification tags.

Returns must always comply with the option selected in the RETURN/EXCHANGE FORM.

For more information on Returns and Exchanges, please see: FAQ/ Returns and Exchanges

CAN I RETURN PRODUCTS THAT WERE NOT BOUGHT ON THE ONLINE STORE?

No. We will only accept returns of products purchased on the Decenio Online Store.

SENDING A DECENIO GIFT

To send a Decenio gift, you only have to select the desired product and include the address of the person you wish to give the gift to as the delivery address. If you so wish, you can let us know of any special care to be taken with the order (e.g. not include original invoice or remove price tag) by sending an email to customercare@decenio.com.

ARE THERE PRICE DIFFERENCES BETWEEN THE ONLNE STORE AND THE PHYSICAL STORES?

In general, Decenio products have the same price at the Online Store and Physical Stores.

However, for commercial policy reasons there may be occasional differences that may vary from country to country. Nevertheless, the price shown on the Online Store is always the valid and applicable online price.

CAN PRICES BE REDUCED AFTER I COMPLETE MY ORDER?

Yes. For commercial policy reasons, Decenio may reduce the price of certain products at any time. However, the price to be charged will always be the price in effect at the time of the purchase.

QUALITY AND GUARANTEE

DECENIO does not sell second-hand or defective products or products below Lion of Porches market quality standards at www.decenio.com. The main characteristics of each product at www.decenio.com can be found on the product page, unless there are transcription errors. Products shown for sale on the website do not exactly match the real clothing in terms of image and colours due to the web browser and monitor used. 

All products have an identification tag attached. Do not remove the product tag in case you wish to return or exchange the product. If you wish to return purchased products, DECENIO may not accept returned products without their tag, products whose original condition has been altered, products that show signs of wear or damaged products.

Terms and Conditions

INTRODUCTION

DECENIO, represented by Herbrand S.A., promotes and sells its own branded products at www.decenio.com.

"Buyer" refers to the individual acting/buying as an end consumer outside the scope of any business or profession. If you are not an "end consumer", please do not make purchases at www.decenio.com.

DECENIO reserves the right to not process orders registered at www.decenio.com in case of doubt that the "Buyer" is an end consumer, or when the orders do not comply with the general conditions of sales herein. These general terms and conditions of sale govern exclusively the supply, acceptance of orders, transmission and shipping via www.lionofporches.com.

The "Buyer" must provide DECENIO with an email address, postal address or any other correct and complete contact details, and accepts that DECENIO may contact him/her using those details, if deemed necessary.

DECENIO reserves the right to not accept or cancel an order, even after its automatic confirmation, in case of doubt that the "Buyer" is an end consumer, or about the truthfulness of the information provided.

DECENIO may not process orders under the following circumstances:

- Whenever there is insufficient guarantee of correct payment.

- The product is no longer available (payment is returned).

- The billing details are not correct or verifiable.

- The order is identified as being incorrect or potentially fraudulent by the automatic Security Systems.

- Payment is not received within 5 calendar days after the order is accepted.

- If there is evidence that the consumer is under 18 years old or is not an end consumer.

- If the price on the Online Store is found to be incorrect.

- If it is not possible to deliver the order at the relevant address.

- Orders are incomplete or incorrect.

In these cases, DECENIO will convey the reasons for not completing the sales agreement via email.

By confirming the order details, you are accepting the general conditions of sale and any other conditions at www.decenio.com.

Decenio retains ownership of the company's products until it has received full payment for said products.

ORDERING AT DECENIO ONLINE STORE

For more information on How to Order, please see: FAQ/ How to order 

PURCHASE VALUE AND PAYMENT METHODS

Product prices shown on the website are the final prices for sale to the consumer. Prices already include tax, if applicable. Prices are listed in euros or in the currency of the countries where products are electronically marketed.

Product prices shown on the website are subject to alteration. DECENIO reserves the right to change the prices without prior notice. The prices shown at the time of purchase are the prices applied to that purchase. 

For more information on Payment Methods, please see: FAQ/ Métodos de pagamento (link)

DECENIO takes no responsibility for any loss or damage resulting from the use of any other payment method or the incorrect use of the existent methods by the "Buyer".

DELIVERIES

At the time of delivery, the "Buyer" must check the packaging for potential damage. If the packaging shows substantial damage, the "Buyer" must not accept the order, which will then be returned. DECENIO shall return the amount paid for the order on reception and completion of the return process by the warehouse.

For more information on Deliveries, please see: FAQ/ Deliveries

RETURNS AND EXCHANGES

For more information on Returns and Exchanges, please see: Purchase Guide / Return and Exchanges 

STOCK RUPTURE – ORIGINAL ORDER OR EXCHANGE
In case of partial or total stock rupture of the order or exchange request, DECENIO provides the customer the refund of the amount paid or the use of the value in credit for the purchase of another article(s).

DECENIO shall not be liable for any loss or damage resulting from the breach of stock by the "Buyer", or loss of the usufruct of the campaign in available at the rupture.

VOUCHERS AND PROMOTIONAL CODES

For more information on Vouchers and Promotional Codes, please see: Guia de Compras/ Vouchers e Códigos Promocionais (link)

LEGISLATION

These general conditions and all related ensuing conflicts, including validity of the conditions, website use or any purchase therein, shall be governed by Portuguese Law. In case of any deliency the customer can access the court “Tribunal Arbitral do Centro de Arbitragem de Conflitos do Vale do Ave” at the address Rua Alfredo Guimarães, 1, 4800-019, Guimarães, Portugal, with the phone number +351 253 422 410, fax number +351 253 422 411 or at www.triave.pt. Further information can be access in the “Portal do Consumidor” at www.consumidor.pt

DECENIO shall take no responsibility for damages to third-parties resulting from the use of any of our products. DECENIO shall take no responsibility for damages to the "Buyer" resulting from misuse of our products.

DECENIO shall take no responsibility for damages resulting from incorrect information on the website.

If the "Buyer" suffers damages resulting from serious neglect or wilful misconduct by DECENIO no limitation in this provision shall apply.

DECENIO may change the information contained in the "Terms & Conditions" at any time. The "Buyer" is subject to the principles and terms in effect at the time of his/her order, unless any alteration is required by law or the competent authority.

All trademarks, design, texts, documents, films, music, product names, any other material used on the website and any titles used therein are the property of DECENIO, and the user/consumer shall not use or reproduce said items for commercial purposes.

PRIVACY POLICY

With decenio.com, your data are secure and completely protected.

To ensure the protection of your personal details, DECENIO created a set of security measures. By registering and/or purchasing online, users authorize the use of their personal details and any details provided during registration and/or online purchase.

DECENIO will only request essential information to process, ship and track orders.

This information will be saved and processed in order to customize the service provided and can, eventually, be used for communication purposes.

We guarantee that no personal details will be leased or sold to third-parties. Your data are confidential and will only be used by DECENIO or by the applicable carrier, excluding all situations arising from legal issues.

Customers may update their data or request cancellation of their registration by sending an email or letter to DECENIO.

Customers may inform us that they do not wish to receive our communications at any moment.

Even though we endeavour to implement all measures to ensure the protection of user details, DECENIO shall take no responsibility for acts not resulting from its own negligence. DECENIO reserves the right to alter its privacy policy, and will inform its customers if that should happen.

UPDATE, CONFIRMATION AND REMOVAL OF PERSONAL DATA ON MARKETING CAMPAIGNS

You can at any time, sending an e-mail to registos@decenio.com request an update, confirmation or removal of your personal data, in particular your phone number or your e-mail, of marketing or promotional campaigns communication. The removal and update data option in e-mails or newsletters campaigns could be found directly on the email or on the camping.

Online Store Customer Support

Email: online@decenio.com
Phone: +351 252 230 502
Whatsapp: +351 910 043 958 (text messages only)
Working days from Monday to Friday 9am until 6pm (GMT)