Customer care
Shipping & Returns
Shipping
We dispatch orders within five business days. Dispatch is the time needed to prepare and send an order; it is separate from delivery time. The transit times below are estimates after dispatch, not guaranteed delivery dates.
| Destination | Service | Paid shipping | Estimated transit |
|---|---|---|---|
| Portugal | Standard | €7.50 | 2–5 working days |
| Other supported EU countries | Standard | €15 | 5–10 working days |
| United Kingdom | Standard | €20 | 5–10 working days |
| Canada | Standard | €25 | 5–15 working days |
| Singapore | UPS | €50 | 5–10 working days |
| Qatar | UPS | €50 | 5–10 working days |
The supported EU countries outside Portugal are Austria, Belgium, Bulgaria, Croatia, Cyprus, Czechia, Denmark, Estonia, Finland, France, Germany, Greece, Hungary, Ireland, Italy, Latvia, Lithuania, Luxembourg, Malta, the Netherlands, Poland, Romania, Slovakia, Slovenia, Spain and Sweden.
Shipping is free when the merchandise subtotal after discounts is above €150 for Portugal or above €250 for any other supported destination. A subtotal of exactly €150 or €250 does not qualify. The available service and final shipping charge appear at checkout.
If your destination is unavailable at checkout, email us before ordering. Where import duties, import taxes or customs charges are payable on arrival, you pay those charges. We remain responsible for any tax or charge that applicable law requires us to collect or disclose. Customs procedures may add to transit time.
Studio collection
When collection is available at checkout, you may collect your order at DuarteHajime, Rua Amarelhe 8C, 1750-321 Lisboa, Portugal. Collection hours are Monday to Thursday, 10:00–18:30. Your order will be ready within five business days. Please wait for the ready-for-pickup email before visiting. No appointment is needed for collection.
Withdrawal from an eligible distance purchase
If you are a consumer, you may normally withdraw from a distance purchase without giving a reason within 14 calendar days after you, or a person you nominate other than the carrier, receive the goods. If goods from one order arrive separately, the period normally runs from receipt of the last item.
To withdraw, send a clear statement of your decision before the period ends to info@duartehajime.com. You may use the model wording below, but you do not have to. Your notice does not need our prior approval to be valid. We will acknowledge receipt of an electronic withdrawal statement by email.
Model withdrawal statement
You may copy and complete this model statement in an email or on paper. Using it is optional; any clear withdrawal statement sent in time is sufficient. You do not need to give a reason.
To: DuarteHajime, Rua Amarelhe 8C, 1750-321 Lisboa, Portugal; info@duartehajime.com
I/We hereby give notice that I/we withdraw from my/our contract of sale of the following goods:
- Goods and order number: ______________________________
- Ordered on: ______________________________
- Received on: ______________________________
- Consumer name: ______________________________
- Consumer address: ______________________________
- Date: ______________________________
- Signature: ______________________________ (only if submitted on paper)
Send or hand back the goods within 14 days after notifying us, to DuarteHajime, Rua Amarelhe 8C, 1750-321 Lisboa, Portugal. For an in-person return, email us to arrange an appointment so someone is available at the studio. An appointment is only for the visit; it does not affect the validity of a withdrawal notice.
You pay the direct cost of return postage for a change-of-mind withdrawal. Please keep proof that you sent the goods back. You may inspect goods as you would in a shop, but you may be responsible for diminished value caused by handling beyond what is needed to establish their nature, characteristics and functioning. Original packaging helps protect goods in transit but is not a condition for exercising the right to withdraw.
For a qualifying withdrawal, we reimburse payments due, including the cost of our least expensive standard outbound delivery option. We do not reimburse an extra charge for a more expensive delivery option that you expressly chose. We reimburse without undue delay and no later than 14 days after we are informed of your decision, by the original payment method unless you expressly agree to another method without additional cost. Unless we offered to collect the goods, we may withhold reimbursement until we receive them or you provide evidence of sending them back, whichever happens first. The outbound-delivery amount for a partial return is assessed under applicable law.
We do not offer goods personalised or customised to an individual customer's specifications. A sale price alone does not remove an applicable withdrawal right. Mandatory consumer rights under applicable law remain in force.
Faulty, incorrect or nonconforming goods
If goods are faulty, incorrect or do not conform to the contract, email us with your order number and a description of the problem. Portuguese consumer law provides a three-year conformity period for new movable goods and remedies that may include repair, replacement, a price reduction or termination, as applicable. Necessary return or transport costs for a valid nonconformity remedy are not passed to the consumer. The change-of-mind return-postage rule does not limit these rights.
Size exchanges
We offer a direct size exchange when the size you want is in stock. Email us with your order number and requested size so we can arrange it. You pay return postage and DuarteHajime pays delivery of the replacement. Your withdrawal and conformity rights remain unchanged.