Terms of service

1.1 Zippy or Zippy - Comércio e Distribuição, S.A., hereinafter referred to as the ‘Seller’ has products for sale on the website www.zippyonline.com, and the e-commerce services are available exclusively to consumers.

1.2 A consumer is a natural person who purchases the products commercialised by the Seller for their own, non-professional use.

1.3 All natural or legal persons wishing to purchase products for use other than their own may not make purchases on the Zippy online sales site.

1.4 The Seller reserves the right not to process orders received from users who are not considered to be consumers as defined in these general terms and conditions of sale, or those who do not agree with and therefore do not accept the Seller's general terms and conditions of sale.

1.5 These general terms and conditions of sale exclusively regulate the offer, transmission and acceptance of orders placed on www.zippyonline.com between consumers of the Zippy online shop and the Seller.

1.6 The consumer must provide the Seller with a correct and complete e-mail address, as well as data relating to other forms of contact, namely address, telephone contact and the data required for invoicing, and accepts that the Seller may contact them using this data if necessary.

2.1 In order to order from Zippy, the user must have an active e-mail account and their browser must be configured to accept cookies and pop-ups, in order to take advantage of all the navigability conditions of the Zippy online shop.

2.2 Place an order at Zippy:

2.2.1 Find the products you want to buy;
2.2.2 Add the selected products to your basket;
2.2.3 Then click on ‘Checkout’;
2.2.4 To continue with your purchase, you must access your account by entering your credentials or by logging in via Facebook or Google;
2.2.5 If you don't have an account, you can click on ‘Create Account’ and follow all the steps listed;
2.2.6 Select the preferred delivery method;
2.2.7 Enter the billing details requested;
2.2.8 Select the desired payment method and enter the necessary details;
2.2.9 You must then read and accept these terms of sale and click on ‘Finalise Order’;

2.3 The order is considered to be confirmed when the payment process is successful and the screen displays the message ‘Purchase successfully completed’ and an order number is generated.

2.4 The sales contract is considered finalised when the consumer receives the order number and order details.

2.5 Upon completion of the process referred to in the previous paragraphs, a confirmation of the order will be sent to the consumer's email address and the consumer should keep a copy of the communication received.

2.6 The Seller reserves the right not to accept the order and may cancel it even after it has been automatically confirmed.

2.7 By submitting the order form you accept the general terms and conditions of purchase, as well as other terms and conditions available on zippyonline.com via links, including the general terms and conditions of use.

2.8 The Seller may not process orders that do not have a sufficient guarantee of proper collection.

2.9 When orders are incomplete or incorrect, or the products ordered are no longer available, the consumer will be informed that the contract of sale has not been concluded, stating the reasons for this decision.

2.10 In the event that the products presented in the Zippy online shop are no longer available when the consumer last accesses them or when the Seller receives the order, the Seller must inform the consumer of their unavailability within 30 days of receiving the order.

2.11 If an order has been placed and payment made for products that are no longer available, the Seller shall refund the money paid for the unavailable items.

2.12 Right not to accept the order or to cancel the purchase:
2.12.1 Zippy reserves the right to refuse any order for any reason.
2.12.2 The Seller also reserves the right to cancel any purchase (even if it has already been accepted), free of any liability for any damages or costs, namely in the following situations:
(i) The product is no longer available/in stock, in which case payments will be returned;
(ii) The billing information is not correct or verifiable;
(iii) The order is flagged by the Seller's Security Systems as an incorrect order or an order susceptible to fraud;
(iv) The transfer for payment of the order has not been received by the Seller within 5 days of acceptance of your order;
(v) If the consumer is under 16 years of age;
(vi) If the consumer purchases goods for resale;
(vii) It is not possible to deliver to the address provided.

2.13 Verification of data:
2.13.1 Upon reception of the order the Seller may carry out checks on it before starting its preparation;
2.13.2 These checks may include address verification, credibility and fraud verification;
2.13.3 With regard to fraud checks, partially automated checks are carried out on all orders to filter out unusual, suspicious or fraudulent transactions;
2.13.4 Suspected fraud will be investigated and, if necessary, prosecuted;
2.13.5 By confirming your order you agree to these conditions.

3.1 Payment methods:
3.1.1 You can find the payment methods available in the Payment Methods section of the website;
3.1.2 We do not accept any payment method other than those mentioned, and it is not possible to pay by any means other than those specified;
3.1.3 In the event that the consumer decides to pay by means other than those indicated, the Seller cannot be held responsible for any loss of payment or any other damage that may result.

3.2 Payment processing:
3.2.1 If you pay by Credit Card, the amount due will be deducted from your account as soon as your order leaves our warehouse;
3.2.2 In the case of payment by Credit Card, all details, such as the card number or its expiry date, will be sent by encrypted protocol to the company providing the remote electronic payment services, without third parties being able to access the information transmitted;
3.2.3 This information will not be used by the Seller except to carry out the necessary procedures for the purchase or refund, in the event of a return, in accordance with exercising the right of return or for reporting cases of fraud to the police;
3.2.4 The purchase price of the products and the transport costs, as indicated on the order form, will be charged to the current account when the purchased products are actually dispatched.

4.1 The zippyonline.com shop uses some of the most sophisticated security technology among the encryption platforms available.

4.2 Payment information will be encrypted from the moment the user logs in until their transaction is processed and will not be stored on a public server.

4.3 Despite the Seller's use of encryption software, the security of information and payments transmitted over the Internet or via e-mail cannot be guaranteed.

4.4 The Seller cannot be held liable for any damage suffered as a result of the use of electronic means of communication including, but not limited to, damage arising from failures or delays in the delivery of electronic communications, interception or manipulation of electronic communications by third parties or by computer programmes used for communications or virus transmissions.

4.5 If the consumer chooses to pay by Multibanco reference, processing of the order will begin once the Seller has received this payment.

4.6 Once 48 hours have elapsed since the order was placed and if the Seller has not received any payment, the order will be cancelled.

4.7 Payments can only be processed if the information to be used for invoicing can be verified.

5.1 Zippy retains ownership of the Products until receipt of full payment for all such products.

6.1 The prices of the products displayed on the site include Value Added Tax (VAT).

6.2 Shipping fees are applied to each order placed by the consumer.

6.3 For the exact price of the shipping fee, please consult the Delivery section of the website.

6.4 All prices are quoted in euros.

6.5 Prices may change depending on the country where the order is to be delivered, due to transport costs.

6.6 The total price specified in the final checkout menu includes taxes and shipping costs.

6.7 Prices are quoted at the time of order confirmation, which you can print out or download for future use.

6.8 The exact amount specified in the order confirmation must be paid.

6.9 Each order must be paid for individually.

6.10 The prices of the products shown on the site are subject to change.

6.11 Zippy reserves the right to change prices without prior notice.

6.12 The prices displayed at the time of purchase are the prices applied to that purchase.

6.13 Although the website is updated with extreme care, it is possible that the price information on the website contains errors.

6.14 Zippy does not guarantee any offer and reserves the right to cancel your order in the event of such an error.

7.1 Zippy does not sell second-hand, defective or substandard products.

7.2 The main characteristics of each product shown in the Zippy online shop can be found on each product page.

7.3 The products offered for sale in Zippy's online shop may not correspond exactly to the actual garment in terms of image and colours, due to the Internet browser and monitor used.

7.4 All products have an identification label.

7.5 The product label cannot be removed in the event that you wish to return it.

7.6 If you decide to exercise your right to return the products you have purchased, Zippy has the right not to accept the return of products that are returned without a label or that have been altered from their original state or damaged.

8.1 Products are delivered from Monday to Friday.

8.2 No deliveries are made on public holidays.

8.3 We can only fulfil home delivery of an order if the delivery address is a home or office.

8.4 In order to collect the parcel, it is necessary to ensure that someone is present at the address.

8.5 The home delivery service does not include the option of scheduling or making an appointment, so the parcel will be delivered without prior contact from the carrier.

8.6 Home delivery is not guaranteed during periods of promotions, sales, Christmas and stock-outs.

8.7 The order is deemed to have been delivered to the customer's home address when the delivery receipt is signed at the agreed address.

8.8 In any of the payment methods chosen by the Customer, dispatch will only take place once payment for the order has been confirmed, which can take between 5 to 7 working days.

8.9 The Seller shall not be liable for failure to fulfil, or delay in fulfilling, any obligation that is due to a force majeure event, i.e. an event, act or omission beyond its reasonable control.

8.10 As home delivery is carried out by a third party, we cannot guarantee that the delivery time will be met.

8.11 Whenever possible, the order will only be delivered in one shipment. 8.12 However, we reserve the right to split the delivery of the order when this is justified in order to guarantee full fulfilment of the order.

8.13 In the event that the order is split, the consumer will be notified by e-mail of the intention to do so.

8.14 The e-mail address provided by the consumer at the time of purchase will be used for this purpose.

8.15 Upon delivery, the Customer must inspect the packaging for any damage.

8.16 If the Customer finds that the products are damaged, they must not accept delivery of the order, which will be returned.

8.17 Zippy will reimburse the amounts paid for the order and transport once the Returns Centre has received and completed the returns process.

8.18 Any claim that an order has not been received must be made within a maximum of 30 days from the date on which the order was dispatched.

8.19 After this period has elapsed, Zippy cannot be held responsible for the loss of the order.

8.20 There is the possibility of delivery to a selection of Zippy's own stores* which you can find when you select the delivery method for your order (Delivery to Zippy shops).

8.21 To do this, you must enter the postcode or city where you want the delivery to take place.

8.22 After requesting in-store delivery, an SMS or email will be sent which guarantees the security of your order and will then allow you to collect your order from the selected shop.

8.23 The consumer will be notified of the preparation and dispatch status of their order by email or SMS.

8.24 The consumer may also be notified of the order's cancelled status when payment has not been received or the product is unavailable.

8.25 We are only responsible for in-store deliveries that are requested directly on the website by the respective shipping method.

8.26 It is not possible to reschedule deliveries by courier to Zippy shops. This delivery and returns service is not available to establishments that sell Zippy products. To find out which shops you can return your order to, please see the Zippy Stores section.

9.1 Shipping fees are applied per order and can be found in the Shipping section of the website.

10.1 The Customer may cancel the order as long as it is not yet in the state of preparation.

10.2 Information on the status of the order is accessible to registered Customers on the Zippy website.

10.3 The Customer must first check the status of the order through their Personal Area, in the ‘Purchases’ tab.

10.4 If the status of the order does not yet mention ‘Shipped’, there is a possibility that it will still be cancelled by Zippy.

10.5 However, the Customer may contact our Customer Service Department.

10.6 Orders for customised products (Zippy Exclusives) cannot be cancelled prior to dispatch, as the customisation process is already underway and begins immediately upon receipt of the order.

10.7 However, the Customer may return the item in accordance with the return conditions and rules set out below.

10.8 The Customer has the right to return the delivered products if they are found to be defective or otherwise non-compliant with the products purchased.

10.9 Except in the event that, at the time of purchase, the consumer has been duly informed of the lack of conformity of the goods and has expressly accepted it, under the applicable legal and regulatory terms.

10.10 If the product has not been used, it can be returned within 30 days of receiving the order.

10.11 In the event of a quality anomaly with the item purchased, up to 3 years from the date of purchase or delivery of the item for online purchases, Zippy undertakes, in accordance with the legislation in force, to repair, replace or terminate the contract.

10.12 In the event of a repair, the repaired item will benefit from an additional guarantee period of six months for each repair, up to a limit of four repairs.

10.13 The guarantee must be activated at Zippy's physical shops or via cliente@zippy.pt.

10.14 If for any reason you are not satisfied with the products you have ordered, you may return them within 30 calendar days of receipt, provided that:
(i) The products have not been washed or worn (unless the product contains information to the contrary, the Customer has the right to try on the clothes and shoes to test the size and shape, but may not wear them);
(ii) The product retains its original characteristics and the packaging is not damaged (carefully opened packaging will not be considered damaged);
(iii) The product is complete (e.g. both items of a pair must be returned);
(iv) You cannot return products that have been tampered with.
10.15 The return of a product that has been offered is only possible under the terms set out in the specific conditions relating to exchanges and returns, which can be consulted in the Exchanges and Returns section of the website.

10.16 If the reason for your return is that there is a defect or non-conformity with the products ordered, Zippy will bear the shipping and return costs.

10.17 If your return is made for reasons other than the justified existence of a defect or non-conformity with the products ordered, Zippy will not reimburse the shipping costs.

10.18 However, when making a return you will be using our transport provider if the Customer does not opt for a return in shop.

10.19 As the costs incurred by Zippy to make the return are the same as the shipping costs, Zippy will not reimburse the postage costs initially borne by the Customer for their order.

10.20 Refunds will be made based on the method of payment for the amount actually paid.

10.21 The Customer will receive the refund after the product(s) have been returned and processed.

10.22 For additional information on the return process and refund times please refer to the Exchanges and Returns section of the website.

10.23 Please read the instructions in that section and follow the instructions carefully to avoid unnecessary delays.

10.24 You can also return your order to a selection of Zippy* shops.

10.25 You must go to the shop and ask an employee to carry out the process.

10.26 Zippy will reimburse you within 14 days of receiving the item at the Returns Centre, and will not be held responsible for any delays on the part of the banks.

10.27 We are only responsible for in-store returns that are requested directly on the website by the respective shipping method or made by our in-store staff.

*This delivery and returns service is not available to shops that sell Zippy products. To find out which shops you can return your order to, please see the Zippy Stores section.

11.1 For additional information, you can contact the Seller via e-mail at Cliente@zippy.pt or you can also do so via this Form.

11.2 You can also obtain information from the Help menu on the website.

12.1 When used in accordance with the established rules, a promotional code entitles the user to take advantage of a promotion/discount relating to the purchase of a specific product or for a set of products, during the period indicated/associated with the promotional code/promotional campaign.

12.2 Promotional codes can be used for online purchases made on the site.

12.3 The sale, exchange or donation of a promotional code is not permitted.

12.4 The Customer holding the promotional code may not upload or make available a promotional code on any website or other public form of offer, donation, sale or exchange.

12.5 The use of promotional codes for commercial purposes is not permitted.

12.6 The promotion code is linked to the Zippy brand.

12.7 It is not permitted to use the promotional code in connection with another brand, company or name.

12.8 It is also not permitted to use the promotional code in an illegal, abusive or disrespectful way, or in any other way that could damage Zippy's reputation.

12.9 The use of the promotional code is limited to one use per product and per order, except as stipulated in the applicable special conditions.

12.10 Promotional codes cannot be combined with any other promotions or special offers, with the exception of the specific conditions of other campaigns in force that allow them to be combined.

12.11 Promotional codes are not exchangeable for cash.

12.12 Zippy has no obligation to reissue or refund promotional codes.

12.13 However, in the event that Zippy decides to reissue a promotional code, it needs to have access to the initial promotional code.

12.14 To do this, you must keep a copy of your promotional code, otherwise it cannot be reissued or replaced if it is lost.

12.15 Without prejudice to any other rights, Zippy may have/has the right to immediately invalidate the promotional code if Zippy has reason to suspect that a promotional code is being used: in breach of the aforementioned conditions, by usurpation or in other cases in which Zippy has reason to do so.

13.1 The fulfilment of all orders placed on the site is subject to availability.

13.2 Zippy endeavours to ensure that all items offered for sale on the site are in stock.

13.3 However, Zippy reserves the right not to accept any orders or to cancel orders already confirmed for products that are no longer in stock.

13.4 In these cases, Zippy will inform the Customer of this fact and refund the amount paid.

14.1 Offers on the site are valid only for the time they are displayed on the site, unless otherwise stated on the site.

14.2 Zippy is not bound by any offer if there are errors or mistakes in spelling, prices or other information on the site.

14.3 Zippy reserves the right to cancel any purchase or sale made as a result of such errors.

15.1 Zippy shall only be liable for damages suffered by the Customer in the event that such damages result from breaches attributable to Zippy's contractual obligations towards the Customer, or in the event that Zippy's liability results from applicable legal law.

15.2 In the event that the Customer has suffered damage related to the activity of the Website, Zippy's liability shall be limited to:
(i) Damage to Zippy's products or other materials;
(ii) Reasonable and verifiable costs incurred by the Customer to find the cause and amount of compensation attributable to the damage;
(iii) The maximum reimbursement of the aforementioned compensation will be (if applicable) the price of the products in question.
15.3 Zippy cannot be held responsible for damage suffered by third parties resulting from the use of any of our products.

15.4 Zippy shall not be liable for any damage suffered by the Customer as a result of improper use of our products.

15.5 Zippy shall not be held liable for damages resulting from incorrect information on the website.

15.6 In the event that the Customer suffers damage as a result of Zippy's gross negligence or wilful misconduct, none of the limitations contained in this article shall apply.

16.1 These general conditions and all disputes arising in connection with these general conditions, including their validity, the use of the site or any purchase on it shall be governed by Portuguese law.

17.1 Zippy has the right to amend these Terms and Conditions at any time.

17.2 The Customer is subject to the principles and terms in force on the date of their order, unless the law or competent authority imposes any change to them.

18.1 Although Zippy works on its website with the utmost care, the information, texts, graphic documents, films, music and/or other services may contain errors or be incomplete or incorrect.

18.2 Zippy cannot be held responsible for any damage resulting from the use (or inability to use) the site, including damage caused by viruses or any inaccuracy or imperfection of the information, unless such damage is the result of wilful misconduct or negligence on the part of Zippy.

19.1 All brand names, product names and titles used on the Site are trademarks or registered names of Zippy or trademarks and registered names of other holders.

19.2 The user/customer of the Site is not authorised to use or reproduce any of these trademarks or registered names as this constitutes an infringement of the rights of the owners.

19.3 Everything relating to the design, texts, documents, films, music and/or other services of the site, the selection and organisation thereof, as well as the entire software compilation (including applets) and all other materials on the site are the property of Zippy and its suppliers.

19.4 Users/Customers are only authorised to electronically copy and print portions of the Site if necessary to place an order on the Site or to use the Site as a source for a purchase.

19.5 The user/customer is not authorised to make any other use of the website or the information and materials contained therein, including reproduction for purposes other than those mentioned above, modification, distribution or republication.

19.6 If the user/customer wishes to use information or materials from the site, they must obtain prior written authorisation from Zippy.

20.1 Once a Gift Card has been purchased or issued, it cannot be converted into cash or reimbursed by any other type of payment.

20.2 Reversals of orders paid for with a Gift Card will always be returned by the same method, i.e. Gift Card.

20.3 A Gift Card can be used for purchases of equal or greater value. If the value of your purchase is higher, you will be asked to pay the remaining amount.

20.4 The Digital Gift Card is valid for 1 (one) year.

20.5 For orders of 2 or more items, the Gift Card is applied proportionally to each item in the order.

20.6 You can use more than one Gift Card in the same order.

20.7 The use of a Digital Gift Card is valid on any item and can be combined with campaigns, discounts and promotions.

20.8 Use of the Digital Gift Card is only permitted for registered Customers. To this end, you must provide the e-mail address of the person to whom you wish to offer the Digital Gift Card, which will be issued and sent directly to the e-mail account indicated.

20.9 The Digital Gift Card may only be used in the online shop.

The Online Dispute Resolution website is an official site run by the European Commission dedicated to helping consumers and traders resolve their disputes outside the courts. See here

Lisbon Consumer Conflict Arbitration Centre. See here

Vale do Ave Consumer Conflict Arbitration Centre / Arbitral Court. See here

Consumer Information, Mediation and Arbitration Centre (Consumer Arbitration Court). See here

National Consumer Conflict Information and Arbitration Centre. See here

Coimbra District Consumer Conflict Arbitration Centre. See here

Algarve Consumer Conflict Information, Mediation and Arbitration Centre. See here

Porto Consumer Information and Arbitration Centre. See here

European Online Dispute Resolution Platform See here

Online Complaints Book. See here

The zippyonline.com website is published by Zippy - Comércio e Distribuição, S.A., a Portuguese company with a capital of 22,185,000.00 euros, registered at the Commercial Registry Office under number 503 226 696, with its registered office at Rua João Mendonça, 529, 4464-503 Senhora da Hora, Matosinhos, Portugal, telephone number +351 22 245 40 78 and e-mail address cliente@zippy.pt.

The director of the publication is Helena Maia, Director of Zippy Online, from Zippy - Comércio de Distribuição, S.A..

The site is hosted in Germany.