Terms and conditions

The Patchito online shop (patchito.pt) is operated by SAVAGESIMPLICITY, UNIPESSOAL LDA, company and VAT number (NIPC) 519393520, registered office Rua Paul Harris, 11, 8.º A, 1600-251 Lisboa, Portugal. Contact: ola@patchito.pt.

These terms apply to every purchase made in the shop. By placing an order, the Customer confirms having read and accepted them. The version that applies is the one published when the order is placed. The Portuguese version prevails in case of doubt.

The shop is for consumers aged 18 or over. The products are made for children, but they must be bought by an adult.

We deliver to addresses in Portugal (mainland, the Azores and Madeira).

Each piece is made by hand, to order: the Customer chooses the product, the colour and the patches, and decides where each one goes in the shop's editor. We apply the patches with a heat press, in the chosen position.

Most patches are embroidered. Some are printed (a flat, heat-applied print with no raised texture): they carry a “Printed” tag in the shop, and the editor and cart always say so when one is in the design.

The editor preview uses real photographs and measurements, but it is a representation. Small differences in colour, texture and position (up to about 3 mm) are part of handmade work and are not a defect.

Patches and products depend on stock, which is shown live. Items are held while the Customer designs the piece and during payment.

Prices are in euros and include VAT at the legal rate. The price of each product includes one patch of your choice, from any tier; each extra patch adds its tier price (Basic, Special or Premium). When a piece has several patches, the included one is the dearest. Each piece takes at most one letter.

Shipping is paid by the Customer (€3.90 anywhere in Portugal) and is free on orders of €50.00 or more. The total, including shipping, is always shown before payment.

After designing the piece, the Customer is taken to Stripe's secure payment page to enter the delivery address and pay. The contract is concluded when the payment is confirmed. At that point we show the order confirmation and its number.

• Personalised pieces: credit or debit card, Apple Pay, Google Pay, MB WAY or Link.
• Vouchers: Multibanco reference as well.

We never see card details: payment is handled by Stripe. If a payment is not completed, the order is cancelled automatically and nothing is charged.

The invoice is issued in the Customer's name and sent by email.

We make each piece within 5 working days of payment and ship it by CTT. Delivery times are on the Shipping and returns page.

In any case, delivery takes place within 30 days of the contract. If we cannot meet that, we tell the Customer, who may cancel the order and get back everything paid.

Risk of loss or damage passes to the Customer when the Customer, or someone they name, receives the order.

Gift vouchers are sent by email, with a code, and can be spent on pieces in the shop. They are valid for 24 months from payment; the expiry date is shown on the voucher.

A voucher can be spent over one or more orders: whatever isn't used stays on the same code until it expires. If an order costs more than the balance, the Customer pays the difference by any accepted payment method. If an order paid with the voucher is cancelled, the amount used goes back on the voucher.

When the voucher includes shipping, the first order placed with it ships free to any address in Portugal (mainland, Azores and Madeira).

If, after the voucher, less than €0.50 is left to pay, we cover the difference.

Vouchers can't be exchanged for cash, except when exercising the right of withdrawal (see below). Anyone with the code can use the voucher, so keep it as safely as cash. If it's lost, contact us with the purchase details and we'll resend the voucher email.

Pieces decorated with patches in the editor are made to the Customer's specifications and are clearly personalised. Under article 17(1)(c) of Portuguese Decree-Law 24/2014, they therefore carry no right of withdrawal (return without a reason). The Customer is told this before paying.

Even so, the Customer may cancel a personalised order free of charge within 24 hours of the payment being confirmed, by writing to ola@patchito.pt with the order number. We refund the full amount paid, by the same payment method, within 14 days. After that, the piece goes into production and the order can no longer be cancelled.

Gift vouchers are not personalised: the Customer may cancel the purchase without giving a reason within 14 days of payment, as long as the voucher hasn't been used, by writing to ola@patchito.pt. We refund the amount paid, including any shipping it included, by the same payment method, and the voucher is cancelled.

This does not affect the guarantee: a faulty piece, or one that differs from the order, is always put right (see below).

All products carry the 3-year legal guarantee of conformity from delivery, under Portuguese Decree-Law 84/2021. If a piece is faulty or does not match the order (for example, a wrong patch or one away from the chosen spot), the Customer is entitled to repair or replacement and, where the law provides, to a price reduction or a refund.

To use the guarantee, write to ola@patchito.pt with the order number and photos. We pay the related shipping costs.

The guarantee does not cover normal wear or damage caused by use or washing against the care instructions (see Shipping and returns).

The website, photographs, texts, patch designs and the Patchito brand belong to the company or their authors. Buying a piece does not transfer any rights in the designs.

We handle personal data as described in the Privacy policy.

For any problem, please contact us first at ola@patchito.pt: we answer as soon as we can. The Customer may also use the Portuguese Electronic Complaints Book.

For a consumer dispute, the Customer may turn to an alternative dispute resolution body, listed on the Legal notice page.

These terms are governed by Portuguese law. Without prejudice to the consumer's mandatory rights, the Portuguese courts have jurisdiction.