Orders and shipments
Orders
1. Orders are placed via the online shop by selecting the desired items, sizes and quantities, filling in the required details and accepting these Terms and Conditions.
2. Customers may complete their order using a registered account or as a guest; it is not compulsory to create an account.
3. Before completing the order, the customer must confirm the items, sizes, quantities, prices, delivery addresses, contact details and billing information. The customer is responsible for the accuracy of the information provided, without prejudice to Indream’s duty to provide clear and correct information about the products and terms of purchase.
4. The applicable prices are those displayed and confirmed at the time of completing the order. Adding items to the basket or creating an order without payment does not guarantee that the items will be reserved beyond the specified time limit.
5. ATM payment references are valid for three days. If payment is not made within this period, the reference will expire and the order may be cancelled. Should the customer wish to proceed with the purchase, they must contact Indream to reconfirm the availability and price of the items.
6. The following payment methods are available, in accordance with the options displayed at checkout:
a. Card;
b. PayPal;
c. Multibanco reference;
d. MB WAY;
e. Klarna;
f. Cash on delivery.
7. Cash on delivery is subject to a maximum limit of €400 per delivery, as set by the carrier. Where the order exceeds this amount, the customer may choose to:
a. Pay the full amount of the order in advance; or
b. Pay the difference between the total amount and €400 in advance, settling the remaining €400 with the courier upon delivery.
8. The specific availability of each payment method may vary depending on the country, the amount, the items and the carrier used.
9. Once payment has been confirmed, the customer will receive confirmation by email. The invoice will be sent electronically within the timeframe set out in Indream’s invoicing process.
10. For orders paid on delivery, order confirmation will be sent by email. The relevant receipt will be issued once the carrier has notified Indream that the payment has been collected.
11. Completion of the order implies an obligation to pay and express acceptance of these Terms and Conditions.
12. The order is subject to the availability of the items. In the event of unavailability, Indream will inform the customer, who may then:
a. Wait for the item to be restocked;
b. Choose an alternative product, with the corresponding adjustment to the total amount; or
c. Cancel the unavailable item and receive a refund of the amount paid.
13. The customer may request to amend or cancel the order free of charge up until dispatch by contacting Indream and quoting the order number.
14. Once the order has been dispatched, it is not possible to cancel the delivery. If the customer wishes to return the order and it has not yet been delivered, they must refuse all parcels covered by the return request. In this way, the items are returned directly to the warehouse, avoiding the need to arrange a subsequent collection.
15. For distance sales, the consumer may exercise their right of withdrawal within 14 days of taking physical possession of the goods, without needing to give a reason, except where otherwise provided for in the applicable legislation.
16. Items produced to measurements or specifications chosen by the customer may be excluded from the right of withdrawal. This exclusion does not affect the customer’s rights in the event of a defect, damage, incorrect measurements or any other lack of conformity.
Order delivery
1. Indream delivers to Portugal, Spain, France and Germany.
2. Delivery is free in mainland Portugal, Spain, France and Germany. For Madeira and the Azores, the cost is calculated based on the weight of the order and the postcode, and is shown at checkout before the purchase is confirmed.
3. The estimated delivery time is shown on each product page. Under normal circumstances, this may be 3–5 or 3–12 working days, depending on the product, availability and destination.
4. These delivery times are estimates and may be affected by temporary unavailability, production, weather conditions, access restrictions, strikes, force majeure or constraints imposed by the carriers.
5. During August and December, as well as during other periods of high demand, additional production and transport constraints may occur. Should there be any delay, the customer should contact Indream so that the situation can be monitored with the carrier.
6. A delay attributable to the carrier does not prevent the customer from contacting Indream. Indream will monitor the situation and endeavour to obtain up-to-date information on the location and new estimated delivery date.
7. After dispatch, the customer will receive a tracking number by email, provided that the service used makes this available. The tracking number may be generated before the carrier has physically scanned the parcel for the first time.
8. Delivery is made outside the building, at street level and at a point accessible to the carrier’s vehicle. It does not include:
a. Carrying the parcel up to the floor;
b. Entry into the property;
c. Transportation to interior rooms;
d. Assembly or installation.
9. The customer must provide a complete and correct address, including door number, floor, flat number, postcode and any other necessary details. They must also provide a valid telephone number and, preferably, an email address to receive updates.
10. The customer must ensure that the location is accessible to the carrier’s vehicle and arrange for the necessary assistance to carry the items from outside the building to the interior.
11. Carriers generally make up to two delivery attempts. If the first attempt is unsuccessful, the customer must monitor the tracking, confirm their details and respond to any enquiries from the carrier or Indream.
12. If the second attempt is unsuccessful, the parcel may be held at the carrier’s warehouse pending further instructions or returned to the sender, depending on the carrier used.
13. Requests to change the delivery date, address or instructions after dispatch are subject to the carrier’s acceptance and availability. Indream cannot guarantee specific days or times.
14. If the tracking information indicates that the parcel has been delivered but the customer has not received it, they should check whether the parcel was collected by someone else at the address, such as a neighbour, reception or concierge. If the item cannot be located, they should contact Indream immediately to open a claim and request proof of delivery.