Terms of service

Terms and Conditions — RAG Tailors

Last updated: 18 June 2026

1. Introduction

These terms are agreed between the online store RAG Tailors (www.ragtailors.com) and the customers who place orders with it. Should any condition be omitted, it shall be deemed governed by the practices and customs in force in the distance selling sector, in accordance with the rules of the Code of Ethics and Fair Practices of AMD — the Portuguese Direct Marketing Association.

Use of the website and the placing of orders imply full and unreserved acceptance of these Terms and Conditions, in the version in force on the date of the order.

2. Purpose

The purpose of these terms is to define the sales arrangements between RAG Tailors and the customer, from the order through to the services, including payment and delivery.

3. Acceptance, Capacity and Customer Account

3.1. By placing an order, the customer declares that they are 18 years of age or older and have the legal capacity to enter into contracts. Orders placed by minors are the sole responsibility of their legal representatives.

3.2. The customer is responsible for maintaining the confidentiality of their username and password, as well as for all activity carried out through their account. In the event of loss or forgetting of the password, the customer may start the recovery process in the "Recover Password" section.

3.3. The customer undertakes to provide true, accurate and up-to-date information, assuming responsibility for the consequences arising from incorrect or outdated information (see section 8).

4. Orders

4.1. To place an order, the customer must provide their username and password, as well as the delivery details.

4.2. The placing of an order by the customer constitutes full acceptance of the prices and descriptions of the products available for sale, as well as of these general terms and conditions of sale, which shall be the only ones applicable to the contract thus concluded.

4.3. RAG Tailors will fulfil orders received online only up to the limit of available stock. Should a product be unavailable, RAG Tailors undertakes to inform the customer as soon as possible.

4.4. Failure to pay for the order within 48 hours of the date on which it was placed will result in its automatic cancellation.

4.5. Right of refusal by RAG Tailors. RAG Tailors reserves the right to refuse any order, in whole or in part, at its discretion. In the event of refusal or cancellation of an order by RAG Tailors, the following procedure will be followed:

a) Communication: RAG Tailors will promptly notify the customer of the refusal or cancellation, via the email address provided at the time of purchase or by another available means of contact.

b) Justification: Whenever possible and appropriate, a brief explanation will be provided for the refusal or cancellation.

c) Refund: If payment has already been made, RAG Tailors will refund the full amount paid, including any shipping costs, within a maximum of 14 days from the date of the cancellation notice.

d) Refund method: The refund will be made using the same payment method used for the original purchase, unless this is not possible.

e) Confirmation: Once the refund has been processed, RAG Tailors will send the customer an email confirmation detailing the amount refunded and the transaction date.

RAG Tailors undertakes to manage this process transparently and efficiently, respecting consumer rights as established in the applicable Portuguese and European legislation.

5. Products and Prices

5.1. Availability. All products presented on the website are subject to stock availability. RAG Tailors reserves the right to discontinue any product without prior notice.

5.2. Price changes. RAG Tailors reserves the right to change product prices without prior notice. The valid prices are those displayed at the time of completing the purchase.

5.3. Pricing errors. In the event of an obvious pricing error, such as items marked at zero cost or visibly below their market value, RAG Tailors reserves the right not to supply the product. This provision is based on the general principle of Portuguese Civil Law providing for the voidability of legal transactions concluded with error as to their essential elements, as set out in Articles 247 et seq. of the Civil Code. Where the error is evident and recognisable by the average consumer, RAG Tailors may refuse to supply the product at the erroneously indicated price, without this constituting a breach of contract, based on the principles of protection against unjust enrichment and contractual good faith.

5.4. Description errors. RAG Tailors strives for accuracy in product descriptions, images and specifications; however, it does not guarantee the absence of typographical or content errors. In the event of a manifest error in a product description, RAG Tailors reserves the right to correct the information and, if necessary, to cancel the affected order, with a full refund.

5.5. Promotional prices. Where a price is promotional, this will be clearly indicated next to the product, specifying the original price, the promotional price and the duration of the promotion, where applicable. All promotional campaigns have limited stock, exclusive to online sales.

5.6. Currency and taxes. All prices are shown in euros (€) and include VAT at the legal rate in force, unless expressly stated otherwise.

5.7. Price confirmation. The final price of the product will always be confirmed during the checkout process before the purchase is completed. In the event of a discrepancy between the price displayed on the product page and the price at checkout, the price shown at checkout shall prevail.

6. Payment

6.1. RAG Tailors offers the customer the following payment methods: bank transfer, Multibanco reference, MB WAY, Payshop, credit card, Google Pay, Apple Pay, Shop Pay, PayPal and Klarna.

6.2. In the case of credit card payment, the charge will be made at the time of purchase confirmation.

6.3. RAG Tailors does not have access to its customers' payment details and will use all its efforts to ensure maximum confidentiality and security of data transmitted over the internet.

7. Delivery

7.1. Orders will be delivered to the address indicated by the customer at the time of ordering. Deliveries are not made to PO boxes.

7.2. Delivery costs and timeframes will be communicated to the customer at the time of ordering. By placing an order, the customer accepts these delivery costs and timeframes.

7.3. For payments confirmed after 3 p.m., the shipping process will only begin on the following business day.

7.4. Estimated delivery times are as follows:

• Mainland Portugal and mainland Spain: usually 5 business days after confirmation, which may vary between 4 and 10 business days.
• Portuguese islands, USA and Canada: usually 8 business days, which may vary between 6 and 12 business days.
• European Union: usually 6 business days, which may vary between 6 and 12 business days.
• Rest of the world: usually between 6 and 10 business days, which may vary between 6 and 15 business days.
• Personalised items: an additional 10 to 15 business days are added to the timeframes above.

7.5. These timeframes are merely indicative and non-binding. RAG Tailors is not liable for delays attributable to the shipping company. During holiday periods, promotions and sales, additional delays may occur.

7.6. Delivery is carried out by external companies, such as CTT, whose service failures cannot be regarded as the responsibility of RAG Tailors, but rather of the respective service provider.

7.7. The shipping costs accepted by the customer at the time of purchase correspond to a service provided by RAG Tailors or by its distribution partners, the sole purpose of which is the delivery of the order from point A (RAG Tailors warehouse) to point B (address indicated by the customer).

7.8. To track an order in progress, the customer may and should contact the Customer Support Service of the relevant distribution partners. Before the order is dispatched, an email is sent to the customer with the details needed to track their order.

7.9. Invoice. The purchase invoice/receipt is issued electronically and sent to the email address indicated by the customer at the time of ordering. The customer is responsible for providing a valid email address for this purpose. In specific cases, the invoice may be made available by another means upon request.

7.10. If the customer fails to claim the order from the carrier within the time allowed, and the order is returned to RAG Tailors, the customer will have to bear the shipping costs of the new dispatch. Free shipping campaigns are valid only for first shipments, and never for re-shipments of orders.

8. Responsibility for Shipping Information

8.1. Responsibility for data. The accuracy of the data provided by the customer is essential to ensure proper shipping and delivery. The customer must carefully check the details provided, in particular the address, postcode, recipient's name and telephone number, before completing the purchase.

8.2. Loss due to incorrect information. Where items are lost due to incorrect shipping information provided by the customer, responsibility shall lie entirely with the customer.

8.3. Deliveries to an incorrect address. Whenever an order is delivered and accepted at the address indicated by the customer — even if that address is incorrect due to an error in entering the data — the delivery shall be deemed completed and validly made. In such cases, RAG Tailors is not responsible for recovering the order, nor does it issue any refund or re-shipment, since the item was delivered in accordance with the details provided. Obtaining the item from whoever received it at that address is the customer's sole responsibility.

8.4. Notification and re-shipment. Should the customer find that the information provided is incorrect, they must contact RAG Tailors as soon as possible. RAG Tailors will do its best to assist, but does not guarantee the recovery or re-shipment of the items if the order has already been dispatched. If a package is returned due to incorrect information, the customer will be responsible for any additional re-shipment costs.

8.5. RAG Tailors does not offer refunds for losses or for deliveries to an incorrect address caused by an error in the information provided by the customer.

9. Cancellations

9.1. Before dispatch. The customer may request the cancellation of an order as long as it has not been dispatched, by contacting RAG Tailors as soon as possible by email at info@ragtailors.com or by telephone on (+351) 964 585 995, stating the order number.

9.2. Personalised items. In the case of personalised items (embroidery or printing), cancellation is not possible once the personalisation process has begun, as these are items produced specifically for the customer.

9.3. Orders in transit. It is not possible to cancel, exchange or return an order while it is in transit. If the customer no longer wants the order, they may refuse delivery from the carrier; once the item(s) return to RAG Tailors' premises, the corresponding refund will be processed. Personalised items and intimate items are excluded from this option, as they are not accepted for exchange, return or refund, even where delivery is refused.

10. Right of Withdrawal and Exceptions

10.1. Under Decree-Law No. 24/2014 of 14 February, which governs distance contracts, the consumer has the right to withdraw from the contract, without needing to give a reason, within 14 days of the date of receipt of the goods.

10.2. Legal exceptions. In accordance with Article 17 of the aforementioned legislation, the right of withdrawal does not apply, in particular, to the supply of:

a) Goods made to the consumer's specifications or clearly personalised (e.g. items with embroidery or printing);

b) Sealed goods which are not suitable for return for health protection or hygiene reasons, where they have been opened after delivery (e.g. intimate items).

10.3. The aforementioned decree-law also allows businesses to establish specific conditions for the return of products, provided that the consumer is duly informed before the contract is concluded, as detailed in section 11.

11. Exchanges and Returns

11.1. Any product purchased at www.ragtailors.com may be exchanged or refunded, provided it meets the conditions set out herein. To this end, the customer must use our returns form or contact us by email at info@ragtailors.com. The exchange or return must be made within a maximum of 14 days from the date of receipt of the product.

11.2. Returned products must be in the same condition in which they were delivered to the customer, with no signs of use or washing, and in their original packaging.

11.3. If the final amount resulting from the exchange is higher than the initial order amount, the customer must pay the difference using one of the available payment methods. If it is lower, or in the case of a return, the customer may request reimbursement of that amount by bank transfer to an account to be indicated.

11.4. RAG Tailors does not accept exchanges/returns of:

• Intimate items;
• Items with damaged original packaging;
• Personalised items;
• Used or washed items;
• Items outside the stipulated conditions and timeframes.

11.5. Returns will not be accepted for orders containing more than 15 units of the same reference or whose total value exceeds €500. In such cases, only exchanges of defective items will be accepted, subject to verification. This policy aims to safeguard the sustainability of the business and the quality of service, preventing the purchase of products in large quantities with the intention of returning them after use or reselling them to third parties, thereby allowing competitive prices to be maintained for all customers.

11.6. Items sent free of charge, as gifts or bonuses, will not be refunded.

11.7. The shipping and banking costs associated with returning products are borne entirely and exclusively by the customer. RAG Tailors refunds the customer within a maximum of 14 days from receipt of the item being returned.

11.8. Where the return results from a logistical error by RAG Tailors, RAG Tailors will, after contacting the customer, arrange collection of the item, bearing the return costs as well as the shipping costs of the correct product.

11.9. RAG Tailors does not accept returns sent freight collect or cash on delivery.

11.10. Returns will only be accepted within the stipulated timeframe, and exchanges are subject to stock availability. An exchange request that cannot be fulfilled automatically generates a return and the corresponding credit.

11.11. In the event of product unavailability and/or stock shortage, the customer will be informed of the partial or total cancellation of the order, with the right to a refund of the amount paid.

11.12. All exchange or credit requests must be sent by registered post, guaranteeing delivery of the goods to RAG Tailors' address (Rua Dr. José Saudade e Silva 5 C, 2500-191 Caldas da Rainha, Portugal). The shipping costs for exchanges or credits are borne by the customer. The order being returned must state the reference of the item(s) and the reasons for the return.

12. Defective Items

12.1. In the event of an obvious defect in the product received, the customer must contact RAG Tailors for assessment, through one of the following channels:

• Email: info@ragtailors.com
• Telephone: (+351) 964 585 995

The item may be exchanged or refunded, provided the customer returns it within a maximum of 14 days from the date of receipt of the order.

12.2. RAG Tailors undertakes to arrange collection at the address indicated by the customer, at no cost. Following verification by the quality department, a response is given to the customer.

12.3. This process may take up to 20 days. If the defect is confirmed, a new replacement product is sent. If an item of the same reference is not in stock, the customer may choose another item of equal value or a refund of the value of the defective item. If the defect is not confirmed, the item is returned to the customer against payment of the shipping cost (€2.95, to be paid by bank transfer to an account to be indicated).

13. Intellectual Property

13.1. All content on the website www.ragtailors.com — including the brand, logo, texts, images, photographs, graphics, descriptions, layout and other elements — is the property of RAG Tailors or of the relevant operating entity, or is used under due authorisation, and is protected by the applicable legislation on intellectual and industrial property.

13.2. The reproduction, distribution, modification, copying or any other use of the aforementioned content, in whole or in part, is expressly prohibited without the prior written authorisation of RAG Tailors, on pain of liability under the law.

14. Promotional Codes and Vouchers

14.1. Promotional codes and vouchers are for personal use, cannot be combined with other promotions unless expressly stated otherwise, and do not confer any right to a cash equivalent.

14.2. Each code is subject to the conditions, validity periods and usage limits indicated at the time of issue.

14.3. RAG Tailors reserves the right to cancel or void codes, orders or discounts in the event of fraudulent or abusive use, or use contrary to the conditions of each campaign.

15. Limitation of Liability and Force Majeure

15.1. RAG Tailors excludes all warranties and any liability for inconveniences or damages inherent to the use of the internet, in particular service interruption, external intrusion, presence of computer viruses, or any case of force majeure, to the extent permitted by applicable law.

15.2. Cases of force majeure include, among others, strikes, natural disasters, pandemics, carrier failures or delays, customs detentions, supplier failures, power or communications outages and any other events beyond RAG Tailors' reasonable control.

15.3. To the maximum extent permitted by law, and without prejudice to mandatory consumer rights, RAG Tailors' total liability to the customer arising from or relating to an order shall not exceed the amount actually paid for that order. RAG Tailors is not liable for indirect damages, loss of profit or unforeseeable losses.

16. Processing of Personal Data and Privacy

16.1. The processing of customers' personal data is carried out in accordance with Regulation (EU) 2016/679 (GDPR) and other applicable data protection legislation.

16.2. The data provided by the customer is used for processing and delivering orders, invoicing, customer support and compliance with legal obligations. Processing may include the use of cookies, in accordance with the applicable policy.

16.3. The customer may exercise their rights of access, rectification, erasure, restriction, portability and objection, as well as obtain full information on the purposes, retention periods and grounds for processing, in our Privacy Policy.

17. Newsletter

17.1. The RAG Tailors Newsletter refers to the emails containing promotions, offers and information sent to the customer's email address.

17.2. Subscription to the newsletter depends on the customer's prior and express consent, given freely and unambiguously (opt-in). The customer may, at any time and free of charge, withdraw their consent and unsubscribe, via the unsubscribe link included in each communication or by contacting RAG Tailors.

18. Amendment of the Terms

RAG Tailors reserves the right to amend these Terms and Conditions at any time. The version applicable to each order is the one published on the website at the time the order is placed.

19. Language and Authentic Version

These Terms and Conditions are drafted in Portuguese, the Portuguese version being the only official and legally binding one. Any translations into other languages are provided solely for the customer's convenience. In the event of any divergence, contradiction or doubt as to interpretation between the Portuguese version and any translated version, the Portuguese version shall always prevail.

20. Severability

Should any provision of these Terms and Conditions be deemed invalid, illegal or unenforceable by a competent authority or court, this shall not affect the validity and effectiveness of the remaining provisions, which shall remain in full force.

21. Entire Agreement

These Terms and Conditions constitute the entire agreement between the parties in relation to their subject matter.

22. Retention and Archiving of Transactions

Orders and invoices will be archived on a reliable and durable medium, corresponding to a faithful and durable copy.

23. Operating Entity

The RAG Tailor's brand and website are operated by Tânia da Silva Fernandes, tax number 218213980, with address at Rua Dr. José Saudade e Silva 5 C, 2500-191 Caldas da Rainha, Portugal.

24. Alternative Dispute Resolution

24.1. In the event of a consumer dispute, and under Law No. 144/2015 of 8 September, the consumer may refer the matter to an alternative dispute resolution (ADR) body.

24.2. The body competent for RAG Tailors' geographical area (municipality of Caldas da Rainha) is the National Centre for Information and Arbitration of Consumer Disputes (CNIACC), which acts on a supplementary basis in areas not covered by territorial centres:

Faculty of Law of Universidade Nova de Lisboa — Campus de Campolide, 1099-032 Lisbon. Telephone: (+351) 213 847 484 · Email: cniacc@fd.unl.pt · Website: www.cniacc.pt

24.3. The consumer may also consult the complete and up-to-date list of ADR bodies on the Consumer Portal (www.consumidor.gov.pt) and, in the case of online purchases, use the European Online Dispute Resolution (ODR) platform.

25. Applicable Law and Jurisdiction

25.1. Portuguese law applies to these Terms and Conditions, as well as to any contract concluded under them.

25.2. The Portuguese courts shall have jurisdiction to settle any dispute arising from the interpretation or performance of this contract, with express waiver of any other jurisdiction, without prejudice to the mandatory consumer protection rules applicable in the customer's country of habitual residence, where the customer is a consumer resident in another Member State of the European Union.