Terms of service
TERMS AND CONDITIONS OF THE WEBSITE
These Terms and Conditions govern the access to and use of the website www.LojaReal.com ("Site") and the online store of Loja Real and any purchases, contracts, and transactions made through the same and the online store of Loja Real.
Please read these Terms and Conditions carefully as they affect your rights and obligations under applicable laws.
If you do not agree to these Terms and Conditions, please do not access or use the Site or make purchases on Loja Real's online store.
By ordering any products from Loja Real, the User agrees to be bound by these terms and conditions. You should print a copy of these Terms for future reference. Please contact Loja Real if you have any questions about these Terms and Conditions.
The Site is owned and operated by Alexandra de Monteiro Bernardo - Unipessoal, Ld.ª, headquartered at Rua São Joaquim, No. 8, R/C, 1250-234 Campo de Ourique parish, Lisbon district and municipality, tax identification number 513175440 ("Loja Real"). These Terms and Conditions are supplemented and integrated, in everything not provided in this document, by the Privacy Policy and the Cookie Policy which can also be consulted on the Site.
ACCEPTANCE OF TERMS AND CONDITIONS
The user of the Site ("User" or "Customer") acknowledges that by accessing and using this Site, they are accepting these Terms and Conditions.
If you do not agree to these Terms and Conditions, please do not access or use the Site or make purchases on Loja Real's online store.
ACCESS TO THE SITE
Access to the Site does not require any registration. The User may access the Site and view the general information presented in the various tabs.
Loja Real has the exclusive right to suspend, block, interrupt, or terminate access to the Site, in whole or in part, at any time, especially during management, maintenance, repair, alteration, or modernization operations, or to permanently or temporarily close the Site, in whole or in part, at any time, according to its discretion, without prior notice.
USE OF THE SITE
This Site may only be used for lawful purposes and in a lawful manner. By using our Site and/or placing orders through it, the User agrees to:
(a) Comply with all applicable laws, statutes, and regulations regarding the Site and its use;
(b) Fully comply with all general and specific conditions regarding the Site, its use, and transactions and contracts entered into through it;
(c) Use this Site only to make legally valid inquiries or orders;
(d) Accurately, completely, and truthfully fill out all electronic forms related to user registration, order placement, and any others provided on the site that you use. You consent to the use of the information provided for us to contact the customer (if necessary, refer to our Privacy Policy);
(e) Safeguard and not disclose your user code and access password to third parties; and
(f) Not place any false or fraudulent orders. If, reasonably, Loja Real suspects that such an order has been placed, it will be authorized to cancel it and inform the competent authorities. If you do not provide us with all necessary information, Loja Real will not be able to proceed with your order.
THE USER MAY NOT:
(a) Upload or transmit through the Website any computer viruses, Trojans, worms, logic bombs, or anything designed to interfere with or disrupt the normal operation of a computer;
(b) Use the Site or any of the platforms and forms provided through it to disseminate illegal, unlawful, or offensive content contrary to general principles of law, ethics, and public order; and
(c) Attempt to access the Site without authorization, the server where it is hosted, or any server, computer, or database connected to the Site.
By violating this provision, the User will be committing a criminal offense under applicable laws. Any such violations will be reported to the relevant authorities, and Loja Real will cooperate with these authorities by disclosing the User's identity to them. In the event of a breach of this provision, the User's right to access the Site will be immediately terminated.
Loja Real shall not be liable for any loss or damage caused by a computer attack, virus, or other technologically harmful material that may affect the User's computer equipment, programs, data, or other proprietary material due to the use of the Site or the downloading by the User of any material posted there or on any web page linked to the Site.
PRODUCT CHARACTERISTICS
The images of products available on the Site are for illustrative purposes only. Loja Real has made every effort to display the colors, textures, finishes, and images of the products sold on the Site as accurately as possible. However, it is not possible to guarantee that the display of any color on a computer monitor is precise.
Therefore, when placing an order on the Site, the User should carefully review and analyze the characteristics and descriptions of the products in question.
When purchasing products with printed fabric, please note that the placement of the pattern will vary from product to product and may not exactly match what you saw on the Site, although the fabric pattern is the same as what you viewed on the Site.
The fact that the color of the product is different from what you viewed on the screen or that the pattern of the print is distributed differently on the product you purchased is normal and does not mean that the product is defective.
All individuals are different, which is why Loja Real's products are designed to provide maximum consistency across a range of styles. Style, structure, elasticity, or type of materials can affect the fit and how the product sits on a person's body. Based on these measurements and sizes, and also considering the elasticity of the fabrics used in Loja Real's products, it should be the Customer's responsibility to determine which size of the item to choose. Loja Real does not assume responsibility for the choice of size, limiting itself to disclosing the measurements of its products.
PRODUCT AVAILABILITY
Loja Real offers products for direct sales to consumers only. Purchasing items for resale is prohibited.
Loja Real reserves the right, but is not obligated, to limit the sales of its products to any person, geographic region, or jurisdiction and may exercise this right on a case-by-case basis.
Loja Real reserves the right to limit the quantities of any products or services sold.
All product descriptions or prices are subject to change at any time without notice, at our sole discretion.
Loja Real reserves the right to discontinue any product at any time.
The indication of stock availability, as well as delivery times, are purely indicative. If, due to stock unavailability or delays in processing or shipping the products ordered by the User, it becomes impossible to fulfill the order within the specified delivery timeframe plus an additional five to ten business days, Loja Real will contact the User, who may choose to either keep the order and accept the new indicated delivery timeframe or cancel it, with a refund of any amount already paid.
If the ordered product is not available, Loja Real will inform the Customer of this fact, and may suggest exchanging the ordered product for another product or, as a last resort, canceling (partially or entirely) the order, refunding the Customer the corresponding amount paid for the affected product(s).
USER REGISTRATION AND PURCHASES
If you wish to place orders through the Site, the Customer must first register as a user by completing the form provided on the Site.
The Customer is solely responsible for the integrity, correctness, and completeness of the user registration form, as well as any orders placed. The User is also responsible for keeping their access password and client code strictly confidential. Any loss or misplacement of the access password must be immediately reported to Loja Real.
The Customer is responsible for keeping the information in their user registration up to date, including their address details.
Loja Real reserves the right to cancel all accounts and registrations of Users/Customers containing false or incomplete data and/or corresponding to nonexistent identities.
After registering as a user, the Customer can place orders using the "shopping cart" and following all steps, including those related to payment.
Order validation implies acceptance by the Customer of these terms and conditions, as well as the price, product characteristics to be acquired, delivery times, and other specific conditions of the transaction.
If the Customer does not receive a confirmation email within 24 hours after making the purchase, this may be due to an error in the provided email address. The Customer should also check their spam folder, as the confirmation email may be there.
The Customer must immediately inform Loja Real if any errors or discrepancies are detected in the description of the essential elements of the order.
The Customer should keep the order confirmation message by printing it or saving it on any durable and stable medium.
In case of errors in programming or communications, and whenever transmitted messages do not reach the recipient in a perceivable and understandable condition regarding their essential elements or the essential elements of the contract, Loja Real reserves the right to cancel and void the order, informing the Customer accordingly.
The data recorded by Loja Real regarding the Customer and orders placed by the Customer will be stored by Loja Real and may serve as proof of order placement. Upon request, Loja Real will provide the Customer with copies of customer records and respective orders.
PRICES
The price indicated for products is, unless there is an insertion error or stated otherwise, the retail price. The VAT rate is subject to change depending on the destination country of the order. Shipping costs will be added to the total amount owed.
The price of any purchase made through the Site is valid for the day the order is placed and paid for. Loja Real reserves the right to change retail prices at any time and without prior notice.
Prices may be changed at any time, but (except as established above) any changes will not affect orders for which Loja Real has already sent an order confirmation.
ADDITIONAL COSTS AND CUSTOMS ISSUES
Any customs costs and fees, whether in shipping the order or in return (in case of exchanges or returns), are the responsibility of the Customer and must be paid by the Customer, with Loja Real not being responsible for these values. If the delivery address of the User is in Portugal, no additional taxes will be charged. However, if the Customer's delivery address is outside of Portugal, the purchase and return may be subject to import costs, taxes, and additional fees (including VAT) charged when the order arrives at the destination or return country, and these costs are the responsibility of the Customer.
Any additional costs will be borne by the Customer. Customs policies and practices vary from country to country. Loja Real recommends contacting your local customs office for additional information. In some countries, payment can be made using any major credit or debit card or via PayPal. Payment will be debited from your account before the goods are dispatched. In other countries, payment may need to be made in cash upon delivery. Therefore, you should ensure that you have cash available to pay these costs.
If you decide not to pay these fees and reject the order, you will incur a fine of €90 (associated with the costs of returning the goods to the origin), which Loja Real will deduct from your refund.
Loja Real does not refund returned products in case of non-payment by the Customer of import and customs costs and fees, taxes, and additional charges associated with the purchase and return of a Product from a country outside the European Union.
ERRORS, INACCURACIES, AND OMISSIONS
Despite the efforts and control mechanisms instituted by Loja Real, there may occasionally be information on the Site that contains typographical errors, inaccuracies, or omissions, which may be related to product descriptions, prices, promotions, offers, shipping costs, transit times, and availability.
Loja Real reserves the right to correct any errors, inaccuracies, or omissions and to change or update information or cancel orders if any information on the Site is inaccurate at any time without prior notice (including after the User has submitted their order).
In the unlikely event that the price shown on the confirmation page is incorrect and this error is discovered during the processing of the order, before it is shipped to the User, Loja Real is not obligated to provide any products at the incorrect lower price displayed on the Site (even if a shipping confirmation has been sent).
Therefore, if such an event occurs during order processing, Loja Real will notify the User of this fact. In such a scenario, the User will have the following options:
- If still interested, complete the order with the correct price, paying the difference if the actual price is higher than the advertised price;
- Obtain a refund of the price difference if the advertised price is higher than the actual selling price;
- Cancel the order. In this case, if payment has already been made for the goods (but they have not yet been dispatched), a full refund will be provided.
If Loja Real cannot contact the User, the order will be canceled, and a full refund of the amount paid will be issued.
Loja Real assumes no obligation to update, alter, or clarify information on the Site except as required by law. No specified update or date of update applied on the Site should be considered as indicating that all information on the Site or any related site has been modified or updated.
All data provided by the customer regarding shipping address, billing address, contacts, among others, should be verified by the customer themselves, as Loja Real has no control or responsibility over them, and it is not possible to edit/alter them after the purchase confirmation, invoice issuance, and processing of the purchase.
PAYMENT AND PAYMENT METHODS
Orders become effective upon payment through one of the payment methods made available by Loja Real for online purchases on the Site.
Orders will only be processed and shipped by Loja Real to the User/Customer after payment has been made.
The payment methods available for online purchases made through the site are as follows: credit or debit card (VISA or MasterCard) or PayPal.
The User/Customer acknowledges and accepts that processing payments through online platforms carries security risks. The choice and use of any payment method are solely and exclusively the responsibility of the User/Customer, who cannot attribute to Loja Real any damages or losses resulting from the use of such payment methods unless they demonstrate that such damages or losses were negligently caused by any act or omission of Loja Real.
The User confirms that the credit card, debit card, prepaid card, or PayPal account used belongs to them. All credit or debit cardholders are subject to validation and authorization by the card issuer. If the User's payment card issuer refuses or, for any reason, does not authorize payment, Loja Real cannot be held responsible for any delays or non-delivery.
If payment by credit card, debit card, or prepaid card is not successfully processed for any reason, the attempt to purchase product(s) from Loja Real will be considered null and void.
ORDER PROCESSING
Loja Real only processes orders from Monday to Friday, excluding holidays and weekends. Available items are shipped within 24 or 48 business hours after purchase, except for orders placed during weekends or local holidays. In such cases, orders are processed on the next business day. Ordered items will be shipped close to the estimated shipping date shown on the product page on the Site. Once the order is shipped, the Customer will receive a shipment notification email along with tracking information.
ORDER CANCELLATION
Loja Real guarantees the cancellation of orders only before they are processed. Once the order is paid for and submitted to our warehouses, we are unable to cancel it. In such cases, please refer to our EXCHANGES AND RETURNS section to learn how to proceed.
IN-STORE PICKUP PROCESSING
All orders placed with the option for in-store pickup have a delivery period of 3 to 5 business days. Loja Real will inform the Customer via email when they can pick up their order. To proceed with the pickup, the customer must bring identification, as well as proof of purchase. The available timeframe for exchanges begins upon receipt of the availability notice in-store.
SHIPPING PROCESSING
For orders shipped to mainland Portugal and Spain and their respective islands, shipments are primarily handled by NACEX and CTT carriers. For other destinations, shipments are primarily handled by DHL and CTT carriers. In exceptional cases, and unless the respective carriers are unable to provide the best service, we may be forced to use other shipping companies. If you want to learn more about shipping methods, please contact us.
THIRD-PARTY LINKS
For the purpose of order payments and information, the Site may include links to other web pages on the internet that are not under the control of Loja Real. Loja Real informs that it will not be responsible for such pages or material, does not endorse them, nor is affiliated with them. Loja Real will not be liable for privacy practices or content of these pages, nor for any damage, loss, or offense caused or allegedly caused by these links and any advertising, content, products, materials, or services available on such external pages.
PROTECTING USER SECURITY
To ensure that your debit, credit, prepaid card, or PayPal account is not being used without the User's consent, Loja Real will validate the name, address, and other personal information provided during the ordering process, using appropriate third-party databases. Loja Real takes online fraud risk seriously. With the increasing volume of fraudulent credit card transactions, Loja Real makes every effort to ensure that all orders are thoroughly checked using the information already provided. There is a possibility that the User may be contacted for additional security checks, and Loja Real requests their cooperation to allow the completion of these checks. Fraudulent transactions will not be tolerated and will be reported to the appropriate authorities.
However, even with implemented security measures of the systems and the Site, Loja Real cannot exclude the fraudulent use of debit, credit, prepaid cards, or PayPal account. The User should keep their card access data securely and not provide them to any third parties.
By accepting these Terms, the User consents to these checks. When conducting these checks, personal information provided by the User may be disclosed to registered credit agencies that may maintain a history of this information. This is done only to confirm the User's identity. Loja Real does not conduct any credit checks on Customers, and their credit assessment will not be affected. All information provided by the User will be treated with complete security and strictly in accordance with applicable law.
FORCE MAJEURE
Loja Real cannot be penalized, nor deemed to be in default, for the non-performance of contractual obligations resulting from force majeure, understood as circumstances that make their performance impossible, beyond the control of Loja Real, which Loja Real could not have known or predicted at the time of contract conclusion, whose effects could not reasonably be circumvented or avoided.
The concept of Force Majeure includes any act, event, failure in execution, omission, or accident that is beyond our control, including, among others, the following:
- Public disorder, revolt, invasion, terrorist attack, or terrorist threat, war (declared or not) or threat or preparation for war;
- Sabotage, strikes, embargoes, or international blockades, riots, and injunctive government or administrative determinations;
- Fire, explosion, storm, flood, earthquake, collapse, epidemic, or any other natural disaster;
- Inability to use trains, boats, aircraft, motor transport, or other means of public or private transportation;
- Power cuts and the inability to use public or private telecommunications systems.
The obligations arising from contracts for Loja Real will be suspended during the period in which Force Majeure circumstances occur, and Loja Real will benefit from an extension of the deadline to fulfill such obligations, for a period of time equal to the duration of the Force Majeure. Loja Real will use all reasonable means to end the Force Majeure circumstances or to find a solution that allows us to fulfill our obligations arising from the Contract, despite the Force Majeure circumstances.
INTELLECTUAL AND INDUSTRIAL PROPERTY
The User acknowledges that the Site, its contents, structure and layout, functionalities, programming, selection, organization, and presentation of its content, as well as the trademarks, logos, and symbols displayed on the Site, are owned by Loja Real or have been duly licensed to Loja Real and are protected by intellectual property rights (copyright, related rights, sui generis rights) or industrial property rights (registered trademarks and logos), and undertakes to respect such rights.
The User admits that the material and content provided as part of the Site belongs to Loja Real. You may browse and display the Site content on a monitor, or print a copy of the content for personal, non-commercial use, always keeping intact all rights of Loja Real.
The User may not otherwise reproduce, transmit, communicate or make available to the public, publish, modify, transform, copy, sell, use, or distribute, by any means, the texts, images, or other information contained on this Site or part of the Site without prior written authorization from Loja Real. The use of trademarks and logos on this Site does not grant, nor can it be interpreted as granting, permission to Users to use, directly or indirectly, such trademarks and logos.
Any use for purposes other than obtaining information and purchasing products is expressly prohibited and requires the express and prior consent of Loja Real.
The mentioned rights are protected by national and international regulations, and the provisions in the foregoing paragraphs do not prejudice stricter regimes under these regulations.
LIABILITY AND WARRANTIES
The Site was developed with the interests of the Users in mind. However, Loja Real cannot guarantee that the Site or any functionality available therein will meet any specific needs and expectations you may have or serve its specific purposes.
Loja Real shall not be liable for errors that may occur due to system irregularities or temporary or permanent failure of the Site, applications, or other tools. Loja Real shall not be liable for any damages resulting from improper use or inability to use the Site.
SECURITY
Loja Real does not guarantee that the Site will operate uninterrupted, error-free, or continuously available.
Loja Real makes its best efforts to ensure that the Site does not contain any kind of viruses or other elements dangerous to your computer. However, since Loja Real cannot fully control the circulation of information over the Internet, it cannot guarantee that they do not contain any viruses or other elements that may damage your computer.
To ensure the security of the Site, Loja Real may, at any time and without prior notice, take the necessary measures to ensure the integrity, security, continuity, or quality of the Site, including access restrictions or limitations.
AGREEMENT
These Terms and Conditions constitute the entire agreement between Loja Real and the User regarding the use of the Site and the subject matter of the contract between both parties, and supersede any other pact, agreement, or promise previously established between us and the Customer, verbally or in writing.
Loja Real and the User acknowledge that they have consented to the entering into of the Contract without having relied on any statement or promise made by the other party or that could interfere with any statement in writing in negotiations conducted by both parties before that Contract, except as expressly mentioned in these Terms and Conditions.
NO WAIVER
The failure of Loja Real to enforce strict compliance by the User with any of the obligations assumed under a Contract or these Terms and Conditions, or the failure of Loja Real to exercise any rights or actions that are due under that Contract or Terms and Conditions, shall not constitute a waiver or limitation of those rights or actions, nor shall it release the User from fulfilling its obligations.
No waiver by Loja Real of any specific right or action shall imply a waiver of our rights or actions arising from the Contract or Terms and Conditions.
No waiver on our part of any of the Terms and Conditions or rights or actions arising from the Contract shall be effective unless it is expressly stated to be a waiver, is formalized, and is communicated to the Customer.
VALIDITY OF TERMS AND CONDITIONS
If any part or provision of these Terms and Conditions or any provision of a Contract is unenforceable or in conflict with applicable law and void, the validity of the remaining terms and conditions and clause shall not be affected and shall remain valid and in force.
AMENDMENT OF TERMS AND CONDITIONS AND THE SITE
Loja Real reserves the right to, at any time, without prior notice and with immediate effect, amend, add, update, or delete, partially or completely, these Terms and Conditions.
Loja Real manages the design, layout, and arrangement of all information, content, and materials on the Site, and may at any time update, modify, or delete any content, products, services, options, or features, as well as modify their presentation and configuration and change their respective URLs, as well as disable any user identification code or password provided to you by Loja Real, without notice, and the User agrees that Loja Real shall not be liable for this.
It is the User's responsibility to periodically review these Terms and Conditions and the site to confirm if any updates or changes have been made.
These modifications will apply to the use of the Site upon publication. If the User does not wish to accept the new Terms and Conditions, they should not continue to use the Site. Continued use of the Site after the date on which the modifications take effect indicates agreement to be bound by the new Terms and Conditions.
If the User does not agree with any of the usage rules set forth in these Terms and Conditions, they should not use the Site.
APPLICABLE LAW
These Terms and Conditions, as well as the use of the Site and any purchases, contracts, and transactions entered into through the same and Loja Real's online store, are governed by Portuguese Law.
CONSUMER DISPUTE RESOLUTION
In case of conflict, you can resort to Alternative Dispute Resolution of Consumer Disputes, which includes mediation, conciliation, and arbitration, as provided for in Law No. 144/2015, of September 8th.
You can consult the list of Alternative Dispute Resolution Entities for Consumer Disputes here: Link to list of entities
For more information, visit the Consumer Portal at www.consumidor.gov.pt.
CONTACT
You can contact Loja Real regarding issues related to these Terms and Conditions and the Site through the following means:
Email: info@loja-real.com
Mailing address: LOJA REAL BICA, Calçada do Combro, 36, 1200-086 Lisboa - Portugal
Any communication from Loja Real will be directed to the contact email provided in the Contact Form. Communications via email are deemed delivered on the day of sending (weekdays only).
Last updated: May 2026.