Get answers to frequently asked questions.

On this page, you will find the answer to frequently asked questions by our customers.

CUSTOMER SUPPORT

What are the hours of customer support, via email and phone?

From Monday to Friday, excepted holidays, from 9am to 6pm.

ONLINE SHOP

I’m putting a discount code but it is not being accepted, why?

Normally, our discount codes are to be apllied to collection products, except accessories, and with a minimum order value, with rare exceptions. If the code is not being accepted please check if your order includes the mentioned criteria.

How does the points system work?

Your purchases accumulate point that can be discount on another purchase, either in our online store or in our physical stores. Every 5 Euros entitles you to 1 point, and you can discount at least 20 points (each 10 points entitles you to a discount of 5 Euros). To be able to discount the points you have to be aware that you only can do it on collection products, except accessories. If you are trying to place the points and the system doesn’t accept them, please check if your order is fulfilling the requirements.

Is the stock in the online store real?

Susanagateira has a specific stock for the online store that is updated every day. At the time of the update, unfortunately, there may be stock errors due to various situations: two or more people are choosing the same product; customer reservations of our physical stores, entry or exit of stocks, etc. But if this happens, the customer is always contacted and given the option of refund or credit to use in another purchase.

I finalized my order but I want to add one or more products, how can I do it?

From the moment you finalize your order the system immediately issues your payment references, so you cannot change it. But you can always place a new order, because after 72 hours our system cancels all the orders that weren’t paid. If one of the products is no longer available, send us an email and we cancel right way the first order to free the stock to your new order.

It is my birthday, does Susanagateira have any offers/surprises for me?

Yes, we do! On your birthday we offer a 30% discount on all collection products in our online store as well as on our physical store.

I didn’t receive an email confirming my order, what should I do?

Whenever you place an order and the one as finalized you receive an email confirmation sent by our system, with all the information regarding your order and the payment details. If you have not received this email, you should check your mailbox in the SPAM TAB. If you still haven’t received the email, please contact us at: sgeshop@susanagateira.pt so we can find a way to help you.

DELIVERY

How long does it take to deliver my order and what are the costs?

  • Shipments to Mainland Portugal are made by DHL and take between 24 and 48 hours to be delivered, with the cost of shipping supported by the customer of 3,90€, unless you ordered above 50,00€, in this case the costs of delivering your package is free.
  • Shipments to the Islands are made by CTT and take between 3 and 10 days to be delivered, with the cost of shipping supported by the costumer of 3,35€ if your package is only 500grs; if the weight of your package is between 500grs and 2 kg is 5,60€; more than 2kg is available on the CTT website; but if the order reaches the 50,00€ your cost of delivering is free.
  • Shipments to the EU via DHL cost 8,50€ and take about 3 to 7 days to be deliver;
  • Shipments to The EU via DHL Air take about 48 hour to deliver and the cost is available on the DHL website.

RETURNS

You can return/exchange the items at our physical stores or by sending them to us at the address:

You can return/exchange the items at our physical stores or by sending them to us at the address:

Susana Gateira

A/C Departamento de Devoluções

Rua Grande Banco

3830-163 Ílhavo

Aveiro, Portugal

Please note that any return/exchange must be accompanied by a copy of the sales document and the respective document that accompanies the invoice, duly completed and within 30 days. The pieces must be in good condition and with the respective label attached. When returning to our physical stores, we ask that you take into account that the refund will only be made in a voucher to use in another purchase. If you want the refund to be made in money, you must send us the return at the address indicated above, and we will send you the refund to your Paypal account. The refund will be forwarded to our financial department which will be responsible for the making within 30 days.