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Frequently Asked Questions

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PRODUCTS AND PRICES
ORDERS
PAYMENTS
SHIPMENTS AND DELIVERIES
CUSTOMER ACCOUNT
OTHER QUESTIONS

Do the prices of products on the Online Store already include VAT?

Yes. All our prices are in euros and already include VAT at the legal rate in force.

How to buy from the Online Store?

Search for the product you want in the menu or in the search bar.

Click on the photograph or name of the desired product, and click on the “ADD TO BASKET” button. The product will automatically be added to your shopping cart. You can add more than one product to your shopping cart. Just repeat the previous operation.

It is also possible, in the upper right corner, to position yourself over the symbol – “SHOPPING BAG” – and press the “VIEW CART” button. Within the cart tab it is possible to change quantities and cancel products.

When you add all the products you want to the shopping cart, press “VIEW CART” and confirm that all the products and quantities you want are in your shopping cart. Press “FINISH PURCHASES”.

For a faster purchase, you can checkout directly from any page on the Site. After adding the desired products, position yourself on the symbol "SHOPPING BAG" in the upper right corner and press "FINALIZE PURCHASES" check the added products, enter all the requested data, these data are essential for us to deliver your order safely, choose the method of payment that is most convenient for you.

If you are a registered Customer, you only have to login. To do this, in the upper right corner of the icon "PROFILE" enter your e-mail and password and click on "LOGIN SESSION".

If you are not yet a registered Customer, in the upper right corner of the “PROFILE” icon, you can create your account in the “CREATE AN ACCOUNT” option.

Finally, validate all data and complete your order by clicking on "FINALIZE ORDER". Once you have finalized your order, you will receive a confirmation email.

How can I be sure my purchase is complete?

You will receive a success message on the website upon completion and also an email with confirmation that your order has been shipped to the indicated address or availability of pickup in our physical space.

When making a purchase, is the stock always guaranteed?

If you make your purchase by 16pm on a business day, you will be able to receive your order from the following business day, always depending on the availability of the product(s).

How long does it take for my purchase to arrive?

If you make your purchase by 14pm on a business day, you will be able to receive your order from the following business day, always depending on the availability of the product(s).
Given the current circumstances, there may be delays in delivery times and variation in the timing of forecast services, to which we are unrelated. 

What happens if the item I bought is sold out between the purchase date and processing?

When a product is temporarily unavailable, the user has the possibility to place that product in the “Shopping basket” and proceed with the order. In this case, when stock returns, you will receive an email indicating that the product is already available and that your order will be processed.

Do I need a Taxpayer Number?

When placing an order on the Online Store, you can enter your NIF (optional) if you don't, the invoice will be issued as the final consumer.

Before buying, what should I take into account?

Before purchasing a good, keep in mind that when it comes to the Termination of Contracts (Returns) there are elements in Portuguese Law that differentiate a distance purchase (online and to be received at the address via carrier) from a purchase made/collected directly in space commercial.

RESOLUTION OF CONTRACTS (RETURNS) - DISTANCE PURCHASES (MADE AT www.lojaespacos.com)
For distance purchases (online ordering), Portuguese law provides the consumer with a period of 14 days (commonly known as the cooling off period) after taking physical possession of the goods, during which they can return the item(s) without the need to indicate a reason. In cases of free Termination of Contract, the return postage is borne by the consumer, as stipulated in paragraph 2 of article 13 of Decree-Law no. 24/2014, of 14 February.

CONTRACT RESOLUTION (RETURNS) - PURCHASES DIRECTLY IN COMMERCIAL AREA
For purchases made directly in a commercial space, unlike what happens in distance purchases, Portuguese Law does not establish the obligation of the selling company (in this case Espaço S) to accept the Contract Termination (Return) if this article is in compliance . In these cases, although Portuguese Law does not require the selling company to accept the return of the goods purchased by the consumer, Espaço S, out of courtesy to its Customers, may, after analysis and in exceptional cases, accept such return within the first 10 days after the purchase, however, the refund can only be made via credit note. This credit note may be partially or fully deducted on new purchases, either on the Online Store or directly in our store, after having been assigned to the Customer account. The credit note is valid for 1 year.

Note: Picking up orders in the commercial space arising from purchases previously made through the Online Store, the legislation governing purchases made directly in the commercial space will apply, not counting in this way as a purchase made at a distance.

Espaço S understands the usefulness that the stipulated cooling-off period has for the Customer, however, this does not mean that, before making a purchase, the Customer does not try to ensure as much as possible that that product is really what will meet his expectations and that it will be in accordance with your interests and tasks performed by you.

Espaço S recommends that its Clients read and, if possible, comply with the following points:

RETURNS
- Before purchasing a product, make sure it meets what you want.
- Put your doubts through one of our emails: [email protected].
- If you intend to buy/pick up at our physical store, ask all the questions you think necessary at this point.
- Only products are accepted in the original packaging, which has not been opened and/or the security seals of the products are not violated or damaged, accompanied by the respective invoice
- In the case of return by carrier or CTT, the customer must fully bear the costs of returning the goods.
If the packaging is damaged, we will not be able to accept the exchange or refund of the value.

I placed an order and have not received any indication, what should I do?

If you haven't received the confirmation we sent you by email, you can try a few steps to resolve this issue:
- Check your spam box and other email filters;
- Check that your email address is correct, to prevent the information being sent to an old or incorrect email address.
To consult or change the e-mail address associated with your account, simply access personal data in your Client Area.

If you have not received any emails at all, please contact us at the address [email protected]

How can I check the status of my order?

After completing each order, Espaço S will keep you informed by email about the status of your order. This feature is only available to customers who are logged in.

These are the different types of notifications you can receive by email:
- Unpaid order: Your order has been registered and awaits confirmation of your payment.
- Order in process: We validate your order. We are checking stock and logistics for shipping or picking up at the store.
- Pending order: There are items out of stock. Order awaits availability of missing product(s).
- Order sent: Your order has been sent to the indicated address and must be delivered in accordance with our delivery times.

- You will be contacted shortly: There was a question in the processing of your order or with the data you indicated. You will be contacted by email or telephone provided in your client area. We are waiting for information to proceed with the order.

Can I cancel an order?

If you have not yet received the email confirming the shipment of your order, you should contact our Customer Support Team as a matter of urgency, through the contacts 21 199 30 24 / 92 927 42 28 / [email protected], so we can cancel your order. Please have your order number with you.

If you have already received the shipping confirmation email for your order, you will not be able to cancel the order. However, you can still request an exchange or return, assuming the costs inherent in this situation. For more information about Exchanges and Returns, click HERE

Can I add another product to the order I placed?

No, once completed, the order cannot be changed online. To purchase another product, you must start a new purchase process.
However, as an alternative, you can contact us so that we can add the desired product manually: 21 199 30 24 / 92 927 42 28 / [email protected]

My order is late, what should I do?

We are sorry for the delay in your order. You can monitor the "status" of your order online, by checking your Customer Account.

In case the status of your order remains unchanged for some time, please contact our Customer Support Team at 21 199 30 24 / 92 927 42 28 / [email protected], so that we can ascertain the situation.

I haven't received my invoice, what should I do?

The invoice is sent, on paper, together with the products of your order. If you have not received the invoice, please contact our Customer Support Team at 21 199 30 24 / 92 927 42 28 / [email protected] and we will send you the 2nd copy of your invoice, by email or by post.

My payment has already been processed but I haven't received an order confirmation!

Please contact us at 21 199 30 24 / 92 927 42 28 / [email protected], so we can resolve the issue.

What kind of payments do you accept?

We accept payments exclusively in euros through:
- ATM Reference
- Bank transfer
- Credit card
- Payshop
- MBWay

How do ATM payments work?

Payment by ATM Reference can be made at any ATM (Multibanco) or at your Home Banking. Just enter the ATM Reference that Espaço S sends you by email at the time of your purchase.

Advantage: Payment validation is immediate, which speeds up the delivery of your order.

ATM Instructions: Put your debit card at the ATM | Mark your personal code | Choose the option “Payments and other services” | “Payments for Services/Purchases” | Enter the ATM Reference (entity, reference and value) | Click on “Confirm”.

Internet Banking Instructions: Access your Bank's website | Login | Choose the option “Payments and other services” | “Payments for Services/Purchases” | Enter the ATM Reference (entity, reference and value) | Click on “Confirm”.

How do bank transfer payments work?

During the purchase process, Espaço S will provide you with the IBAN and Swift of our bank account, so that you can proceed with the transfer.

Disadvantage: Payment validation can take up to 48 hours, which delays the delivery of your order. In addition, there may be costs associated with interbank transfers.

Instructions: To facilitate the identification of your payment, enter your order number in the fields that allow you to identify the transfer (-ex.: "Description" field in Internet Banking) . Additionally, please forward the transfer confirmation email or scan/take a photo of the transfer or deposit receipt and send us to [email protected]

How do MBWAY payments work?

The customer can pay for their order through the MB WAY payment system. In the ordering process, you must select this payment method and indicate the mobile phone number to which the application is associated, access it and follow the steps for confirmation of purchase indicated.

Advantage: Payment validation is immediate, which speeds up the delivery of your order.

Payment will have to be confirmed on application.

Whenever a notification is sent, it is assumed that the client has the application installed and configured on the mobile phone and access to the internet, however, if any of these factors fail, it is not possible for us to determine if the notification really arrived.

As indicated in the application, payment must be made within five minutes, under penalty of order cancellation.

If the number entered does not correspond to a payment number registered in the application, an error message will be visible: “It was not possible to validate your payment. We received the following message: Inexisting MB WAY alias”.

How do collection payments work?

When choosing payment by collection, the customer will only have to pay for the order upon delivery.

Orders placed with this payment method are limited to a maximum value of €300,00.

Payment, depending on the carrier, can be made by debit card or in cash. If you choose to pay in cash, the customer must provide the exact value of the order, as couriers are not required to have change.

How Credit Card Payments Work

All credit card transactions are handled by ifthenpay's secure online payment system. Card numbers are not registered on our servers, which means that you will have to enter your card number each time you place an order. The transmission of your data will be protected by a secure SSL connection. Mastercard's 3D Secure processes (Mastercard Identity Check) and Visa (Verified by Visa) are mechanisms that ensure greater security, through the so-called "Two Factor Authentication".

Before finishing the payment, you will receive some instructions that you must follow to ensure that you own or are authorized to use the card.

Methods may vary depending on the issuer. You may receive an SMS with a verification code, or request a previously provided coordinate value or other equivalent method. 
Payments by credit card may, in some situations, have increased costs, which are unrelated to Espaço S. Check with your bank.

Advantage: payment validation is immediate, which speeds up the delivery of your order.

Instructions: When choosing to pay by Credit Card, you will be directed to the payment portal | Enter your Credit Card details (Card No., Expiration Date and CCV Security Code) | Click “Continue”.

How do Payshop payments work?

You can pay in cash by going to one of the 4000 Payshop agents across the country (stationeries, tobacconists, kiosks, supermarkets, etc.). Just indicate the reference that Espaço S sends you by email when making your purchase. Find a Payshop agent near you at www.payshop.pt.

Advantage: Payment validation is immediate, which speeds up the delivery of your order.

Instructions: Go to a Payshop agent with the reference that Espaço S sent you to the email | The Payshop Agent enters the information in the terminal | Pay by cash or card | The Payshop Agent gives you proof of payment.

What should I do if I don't see payment options at checkout?

If no payment option appears during the purchase process (checkout), it will probably be because there is a restriction related to the address where you want to receive the delivery.

In these cases, contact our Customer Support Team at 21 199 30 24 / 92 927 42 28 / [email protected], so we can find a solution.

Are there any additional costs not reflected in the amount visible at checkout?

There are no hidden costs, charges or fees when shopping at Espaço S. The prices shown, when you complete your order, include all fees and taxes. There are no additional costs to be borne by our Customers.

- We will never ask you for any extra payment upon delivery, except, obviously, for orders sent to collection (in which the full amount is requested upon delivery).

- If you use a foreign payment card, exchange fees may apply. For information about the exact charges for using the card, contact your bank.

Are your payments secure?

Yes. We use Secure Socket Layer (SSL) a global standard in security technology.
SSL creates a secure path between the server and the browser (browser) to ensure that all data transmitted is secure and confidential.
You can check the site's security by a closed padlock in your browser's address bar.

I haven't received my invoice, what should I do?

The invoice is sent, on paper, together with the products of your order. If you have not received the invoice, please contact our Customer Support Team at 21 199 30 24 / 92 927 42 28/[email protected] and we will send you the 2nd copy of your invoice, by email or by post.

What is the normal deadline for sending and receiving an order?

DELIVERY DEADLINES:

Continental Portugal -
If we receive confirmation of your order (in the case of chargeable shipments) or your payment (in the case of prepaid orders) by 16 pm, the order is shipped on the same (business) day or on the following business day, unless stock break. You should receive your order on the business day following the day of shipment, which may, in some cases, take up to 3 business days.

Portugal islands - If we receive confirmation of your order (in the case of chargeable shipments) or your payment (in the case of prepaid orders) by 16 pm, the order is shipped on the same (business) day or on the following business day, unless stock break. You should receive your order within 3 to 5 working days.

 Foreign (European Union) - If we receive your payment by 12:XNUMX noon, the order is shipped the same (business) day or the next business day. Delivery times are subject to transport and retention at customs in the country of destination. For more information, contact us through our email: [email protected]

 Foreign (Outside the European Union) - If we receive your payment by 12:XNUMX noon, the order is shipped the same (business) day or the next business day. Delivery times are subject to transport and retention at customs in the country of destination. For more information, contact us through our email: [email protected] (there is one more)

The delivery forecast of the products is only an estimate, depending on the availability of the product(s) and respective logistics.

Espaço S maintains a high number of products in stock so that your order can be shipped within 48 hours after payment.

We will send orders within a maximum period of 10 days (unless otherwise agreed between the Client and Espaço S), and cannot be held responsible for delays resulting from external factors or Force Majeure Reasons.

Products with special weight and/or dimensions, the expected delivery time will be longer.

In order to pick up an order already paid for in store, after receiving our confirmation email, it is mandatory to present the order number or an Identification Document (Citizen Card, Identity Card or Passport), either your own or be an authorized representative in advance in writing by the Customer.

Continental Portugal - Your order will be shipped via carrier.

Portugal islands -Your order will be sent via CTT, by registered mail.

Can I pick up my order instead of having it delivered?

Yes. You can pick up your order at the Espaço S store in Oeiras (Portugal), as soon as you receive the confirmation email notifying you that your order is ready for collection.
The Espaço S store is located at Rua Raúl Proença, nº 5 A, in Oeiras – Portugal.
The pick-up time will be indicated in the confirmation email.



How does in-store pickup work?


In order to pick up an order already paid for in store, after receiving our confirmation email, it is mandatory to present the order number or an Identification Document (Citizen Card, Identity Card or Passport), either your own or be an authorized representative in advance in writing by the Customer.

To pick up an unpaid order, simply present the order number and make the respective payment.



What are the transport services?

Mainland Portugal - Your order will be shipped via carrier.
Portugal Islands - Your order will be sent via CTT, by registered mail
Foreign - Your order is sent by carrier or via CTT, by registered international mail.

How can I change the delivery address for my order?

Yes. Once registered, use your client area to change the delivery address.
To change the delivery address of an order that has already been placed, contact our Customer Support Team, through contacts 21 199 30 24 / 92 927 42 28 / [email protected], ASAP. In cases where the order has already been shipped, changing the delivery address will require us to wait for the order to be returned to us and to pay for the second shipment.

Can I receive my order at the office?

Yes. You can receive your order at any address that is convenient for you. To do so, you will only have to fill in the "Delivery Address" when processing the order, or if you are a registered customer with a delivery address, change it in your customer area.

I was away and could not receive my order. What should I do?

If the customer is absent from the address indicated on delivery:

By carrier - The carrier will contact you using the telephone number provided in the order, to schedule a second delivery attempt. If it is not successful again, the order will be returned to us.

By CTT - CTT will leave a notification for collection at a CTT post close to the address. You must go to the indicated post to pick up your order, with a paper notification and/or the shipment registration number. If you do not carry out the withdrawal and the order will be returned to us.

In either case, you can carry out the collection (free of charge) at the Espaço S physical store in Oeiras, or you can request a new shipment (the respective costs will be borne by the Customer).

In case of difficulties with receiving your order, please contact our Customer Support Team, as soon as possible, at 21 199 30 24 / 92 927 42 28 / [email protected]

I have a complaint about the delivery service. What should I do?

We are sorry for what happened. Please contact our Customer Support Team at 21 199 30 24 / 92 927 42 28 / [email protected], so that we can ascertain the situation.

Do you deliver outside European Union territory?

If you want your order to be delivered abroad, in a country that does not belong to the European Union, you must use our form to submit a query to which we will respond within an estimated period of 48 hours with a quote that will include the value of the delivery abroad, as well as the eligible forms of payment.

How do I create a customer account in the space-s store

- Position yourself on the "Profile" symbol in the upper right corner, a tab will go down where you will find the "CREATE ACCOUNT" button. Press.
- In the field "REGISTER NEW ACCOUNT" fill in your e-mail
- Press the "REGISTER NEW ACCOUNT" button

I forgot my password. How do I get it back?

- Position yourself on the "Profile" symbol in the upper right corner, a tab will go down where you will find the "RESET PASSWORD" button. Press.

- Enter the email you used for registration

- Press the "RESET PASSWORD" button

You will receive a call to reset your password in your email

How can I add/change a different delivery address?

- Start your session by entering your email and password;
- Position yourself on the "PROFILE" symbol in the upper right corner, a tab will go down where you will find the "MY ACCOUNT" button, press.
- Click on "SENDING ADDRESS" 
- Click on "Add New Address" if none are registered yet
- Fill the form;
- Click on the “SAVE ADDRESS” button.

How can I change my account email address?

- Start your session by entering your email and password;
- Position yourself on the "PROFILE" symbol in the upper right corner, a tab will go down where you will find the "MY ACCOUNT" button, press.
- Click on "BILLING ADDRESS" 
- Change the E-MAIL in the respective field;
- Click on the “SAVE ADDRESS” button.

How do I change my password?

- Start your session by entering your email and password;
- Position yourself on the "PROFILE" symbol in the upper right corner, a tab will go down where you will find the "MY ACCOUNT" button, press.
- Click on “Change password”;
- Change your password;
- Click on the “SAVE CHANGES” button.

Is my account deleted if I don't access it?

We do not delete your account unless you request it. In exceptional cases we may delete accounts where there are systematic problems with the orders.

What is online dispute resolution?

In the event of a dispute relating to the Contract, and in compliance with the provisions of article 18 of Law No. 144/2015 of 8 September, we inform you that the customer can resort to the Alternative Resolution of Consumer Disputes identified on the portal of the consumer in the e-mail address www.consumidor.gov.pt or Online Consumer Dispute Resolution identified on the e-mail address: https://webgate.ec.europa.eu/odr

Espaço S provides information on some of these entities:

Center of Arbitration of Consumer Conflicts of Lisbon
Address: Rua dos Douradores, nº 116 – 2º, 1100 - 207 Lisbon
Email: [email protected]
Website:
https://www.centroarbitragemlisboa.pt

Phone: 218 80 70 30 XNUMX


CNIACC - National Center for Information and Consumer Disputes Arbitration

Address:
 Rua D. Afonso Henriques, no. 1, 4700-030 Braga
Email:[email protected]

Web: www.cniacc.pt

Telephone: 253 619 107

CICAP - Porto Arbitration and Consumption Information Center

Address: Rua Damião de Góis, 31, Loja 6, 4050-225 Porto
Email:[email protected]
Web: www.cicap.pt
Phone: 22 550 83 49 XNUMX


How can I receive information and promotions from Espaço-S

To receive our promotions and special offers, you only need to subscribe to our newsletter, not needing to have a registered account.

Enter your email in the "Receive first hand all news and exclusive promotions" field at the bottom and you will receive all information about our campaigns and news.

If I need additional information about an article, what do I do?

Use our email: [email protected] . Our team will contact you as soon as possible.

Can I buy gift cards?

Yes, use our email [email protected] Our team will contact you as soon as possible.
RECEIVE FIRST HAND ALL NEWS AND EXCLUSIVE PROMOTIONS
Physical Space in Oeiras
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Rua Raul Proenca, 5A 
2780-290 Oeiras
Monday to Friday: 
10 am to 13 pm and 15 pm to 18 pm
Customer Service
929274228
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