GENERAL TERMS AND CONDITIONS OF USE

Welcome to idivia!

These terms and conditions describe the rules and regulations for the use of the SearchMatters Lda website, located at idivia.com.

By accessing this website, we assume that you accept these terms and conditions. Do not continue to use idivia.com if you do not agree to accept all terms and conditions stated on this page.

The website idivia.com belongs to the company SearchMatters Lda, headquartered at Rua 5 de Outubro, nº 490, 4700-260 Braga, Portugal, with the NIF PT516494430, and aims to sell cosmetics, perfumery and personal care products.

These General Conditions of Contracting and Use apply to all visitors to idivia.com website, as well as to any commercial transactions through this virtual store.

Browsing the site and purchasing any product on idivia.com implies acceptance of all the following points.

The company SearchMatters Lda reserves the right to change these conditions without prior notice, with any changes being published on the website idivia.com.

The following terminology applies to these Terms and Conditions, Privacy Statement and Disclaimer Notice and to all Agreements: “Customer”, “You” and “Your” refer to you, the person who logs in on this website and complies with the Company’s terms and conditions. “The Company”, “We”, “We”, “Our” and “We” refers to our Company. All terms refer to the offer, acceptance and consideration of payment necessary to undertake the process of our Customer assistance in the most appropriate manner for the express purpose of satisfying the Customer’s needs with respect to the provision of the Company’s stated services, of in accordance with and subject to the legislation in force in Portugal . Any use of the above terminology or other words in the singular, plural, capitalisation and/or he/she or they are considered to be interchangeable and therefore to refer to the same.

Cookies

This website uses cookies – small text files that are placed on your machine – to help us provide a better customer experience. In general, cookies are used to retain user preferences, store information for things like shopping carts, and provide anonymised tracking data to third party applications like Google Analytics. As a rule, cookies will make your browsing experience better. However, you may prefer to disable cookies on this site and on others. The most effective way to do this is to disable cookies in your browser. We suggest consulting the Help section of your browser or taking a look at the About Cookies website which offers guidance for all modern browsers

By accessing idivia.com, you have agreed to use cookies in accordance with SearchMatters Lda ‘s Privacy Policy. Some of our affiliate partners/advertising partners may also use cookies.

Delivery – Processing and shipping deadlines

We aim to serve customers as quickly as possible, so 95% of orders are processed by our logistics in less than 24 working hours. But we have to be very transparent with our delivery time policy, so:

All paid orders are processed by our team of logistics in a period of three working days, except for cases of unavailable items.

If there is no immediate availability of one or more products in the order, the customer will be contacted and informed of the deadline for restocking the products. If the customer does not wish to wait for the replacement of the missing product, he may choose a replacement product or cancel this product in the order.

  • In case of product substitution, a value adjustment must be made.
  • If you wish to cancel this (these) product(s), the remaining order will be sent immediately and the value of the canceled product(s) will be refunded to the customer.

It is important to mention that all orders paid after 12:00 (GMT+1) will only be considered the following day.

We only work with certified carriers as partners, guaranteeing deliveries all over the world with excellent quality:

Shipping time might vary depending on the destination and processing time of each carrier. The estimated time for each destination is:

  • Shipments to mainland Portugal: up to 2 working days;
  • Madeira and Azores: between 2 and 15 working days;
  • European Union: 5 to 9 working days;
  • Outside the European Union: Between 3 and 30 business days (depends on the shipping service selected )

The transport time (until delivery) may vary in certain exceptional periods of higher traffic, for example during the holiday period, big promotions (i.e: Black Friday) or the Christmas season. We advise customers to anticipate purchases during these periods in order to receive all orders without problems and delays.

Outside the European Union Orders taxation: An order can be selected for random inspection by the authorities. When this happens the taxation of goods can occur. These import taxes are charged by local government, and is responsibility of the customer the payment of these taxes.

Orders outside the European Union might be subject to delays due to customs inspection. We cannot intervene in these situations to accelerate process, but we will be available to help and question our carrier partners if necessary.

In terms of delivery times, normally our transport partners do not allow you to set a certain time for delivery, so it is better to consider the usual delivery time between 08:00 and 19:00. In case no one is at the address to receive the goods, a notice will be left in the mailbox requesting the contact to schedule a new delivery or collection at a collection point.

It is important to mention that COVID-19 has also caused some delay in delivery times, so we will process orders with extra care, but we have to ask for some understanding as it is a more challenging period for all logistic partners.

In the event that the shipping package is damaged, check its contents at the time of delivery and immediately file a complaint with the carrier, then contact our Customer Support. You should also contact our Customer Support if you have received a package in good condition, but some items are damaged.

Free Shipping

Free Shipping is available for orders above 130 EUR/135 USD. IDIVIA will be all responsible for the selection free shipping method, but as our objective is always to provide the best experience we always will use the best fit in terms of speed, import taxes and price for each country.

The costumer will still be able to choose different methods on the checkout page if you deem them more convenient. Please remember that by choosing a different shipping method than Free Shipping, you are abdicating the free shipping offer.

Please note: Orders with Free Shipping delivery option that could not be delivered due to reasons that can’t be attributed to IDIVIA or to the courier, will be refunded with a 20% reduction of the order value.

Entry authorization in the country of destination

All products and brands available in idivia.com have marketing authorization and are covered by Infarmed and DGAV (European Union-Portugal) regulations. The customer is responsible for confirming if there is any legislation in their country that prevents the import and consumption of any of the products or substances contained therein.

In cases where the entry of products is prohibited by customs authorities, several situations can occur:

  • Packages shipped via regular post are automatically returned as soon as they arrive at customs in the country of destination. In these situations we will refund the value of the order through a discount voucher, deducted of all the transport costs and any customs fees or costs associated with the return;
  • Packages shipped via courier are returned to our warehouses by the same courier. In these cases the customer is responsible for all transportation costs to the origin, as well as all the import and customs clearance costs associated with the return. We will then refund the remaining value of the packaged (via discount voucher), deducted of the total costs for the return. Since return costs can be significant we will always try to ask the customer about the preference between returning the products or abandoning the goods and consequent destruction, but in some destinations it is not possible as the order will automatically and immediately return to the sender. In these cases, the customer will be responsible for the total cost of the return.

Thefts, failures and misplacements

We always focus on satisfaction of all customers, so all our orders are covered with insurance against loss. In case your order is lost, we will either refund it in full (using a voucher), or send a replacement package without additional costs. It is important to note that the order will only be considered lost after confirmation by the carrier.

Because sometimes problems can happen… If the order shows any sign of violation, we ask you not to accept the delivery so that the package is returned to our facilities. Our team will then review what happened and contact you to resolve the situation in the best way. In order to ensure that all products ordered arrive safely at their destination, we have implemented multiple validations through barcode scanning and camera surveillance. We also have detailed tracking information from our logistical partners, with the order being weighed in the operational centers of the carriers.

We apologize if you have received any item damaged or wrongly shipped. It is by no means a normal situation and we will resolve it as quickly and with the least inconvenience for you.

It’s important to check your order as soon as you receive it. To help us be more efficient and agile in resolving the situation, we ask customers to provide full details of the failure and to send us a couple of relevant pictures of the damaged packages / products. We reaffirm again the importance of not accepting your order if the packaging shows any sign of violation. If you suspect the integrity of your order, you must refuse delivery.

Each situation will be analysed individually, carefully and resolved with maximum attention. We need to reinforce the importance of communicating all problems as soon as possible via the e-mail to [email protected].

Exchange and Return Policy

At idivia our main objective is that purchasing decisions are easy, fast and totally transparent.

Because it is natural to change our mind, there is the right to cancel and/or return your order without any reason or justification within 14 days from the day following the day you acquire physical possession or control of the Product(s) (s). To activate this warranty, just contact us by email and we will activate all procedures for returning or canceling your order.

In case of return, the right of free withdrawal within the aforementioned period is always guaranteed, and only the price of the purchased Product(s).

All return expenses are borne by the customer (excluding situations of damaged or defective products ).

Returns can be made easily through our carriers, with a return label being issued by us. These returns have a cost of €7 for Mainland Portugal, €10 for the Islands (Azores and Madeira), €13 for other countries belonging to the European Union and €30 for the rest of the World.

In case of return by standard mail, the customer must confirm with the local post office the shipping methods and associated costs. We always advise you to use a registered airmail method. In these cases, the customer will be responsible for ensuring that the order arrives at our warehouses in good condition.

Important : returns outside the European Union may be subject to charges and tariffs by the Portuguese authorities, when using regular post services. In these cases we will not collect/release the order, and it will be returned to the customer.

Procedure for activating returns and exchanges:

  • Send an e – mail to [email protected] stating the intention to exchange or return the product (the deadline for requesting the exchange or return of the products is 14 days after the date of receipt of the order);
  • Mention the Order No.;
  • Mention the reference(s) of the product(s) you want to exchange and/or return;
  • We will respond within a maximum period of 2 working days via e-mail, where we will confirm receipt of the return request and with all the details for the return of the product(s).

It is very important that:

  • Wait for our e-mail with the return data and keep the product(s) in the same conditions received in order to return it;
  • The product must be presented as new, sealed, in its original packaging, including cellophane or protective labels (if any);
  • If the product box is unsealed, the product packaging or any other use protection must be kept intact;
  • You must ensure that all attached components are followed along with the product: samples, gifts, package insert, among others, respecting the original shipping conditions;
  • Please preserve the invoice, bearing in mind that a copy of the invoice may need to accompany the return of the product/order.

If the points above are not fulfilled, the return may be refused.

As soon as the returning package arrives at our facilities we will process the product(s) within 5 working days. You will be informed once the return in successfully processed, and the corresponding value will be refunded within a maximum period of 30 days.

In the case of product exchanges, the cost of shipping replacement products is the customer’s responsibility.

Undelivered orders

In cases where the carrier is unable to deliver the order for reasons attributable to the customer, or when the customer does not collect the package at the post office in time, the order may be returned to us. In these cases, the amount paid by the customer will be refunded, minus transport costs and other costs associated with payment fees.

Please note: Orders with Free Shipping delivery option that could not be delivered due to reasons that can’t be attributed to IDIVIA or to the courier, will be refunded with a 20% reduction of the order value.

Conflict resolution

In the event of a dispute, the customer has the right to resort to the Alternative Consumer Dispute Resolution Entities that are identified on the website – www.consumidor.pt – or to the Online Consumer Dispute Resolution identified on the website: https:/ /webgate.ec.europa.eu/odr.

Important :

  • Outside the European Union Orders taxation: An order can be selected for random inspection by the authorities. When this happens the taxation of goods can occur. These import taxes are charged by local government, and is responsibility of the customer the payment of these taxes.
  • We reserve the right to change prices at any time, but the customer is guaranteed the price indicated at the time when making your order.
  • We reserve the right to cancel any order (even if it is paid and confirmed) if identified some product price too incorrect and / or manifestly whimsy, regardless of its cause (eg manual or computer error).
  • Products available in idivia.com (cosmetics, parapharmacy, perfumes and others) are subject to price reduction. The discount can go up to 50%, and this promotion applies from the 1st of January of the current year until the 31st of December of the current year.
  • All campaigns and promotions are limited to existing stock and cannot be combined.