Shipping policy
Ginga is an independent shop based in Lisbon, Portugal. All online orders are shipped with DHL Express.
WHERE WE SHIP
We currently ship to mainland Portugal, the Azores and Madeira, the European Union (including the Canary Islands), the United Kingdom and the United States. If your country is not available at checkout, email us at hello@shopginga.com and we'll see what we can do.
SHIPPING COSTS
Shipping costs are calculated at checkout based on your destination. Shipping is free on orders over €150 delivered to mainland Portugal.
Processing time
Orders are usually dispatched within 2 business days of purchase. As a small, independent team we work hard to get your order out quickly, but please allow for occasional delays during busy periods. Once your order is on its way, you'll receive an email with tracking details.
Customs, duties and taxes
Orders shipped within the EU (excluding the Canary Islands) have no customs fees. Orders shipped to the United Kingdom, the United States and the Canary Islands may be subject to import duties, taxes and customs fees charged by the destination country. These charges are not included in the price at checkout and are the responsibility of the customer.
Damaged or lost parcels
If your parcel arrives damaged or doesn't arrive, please contact us at hello@shopginga.com and we'll sort it out with DHL. See our Refund policy for returns.
Refund policy
We have a 14-day return policy, which means you have 14 days after receiving your order to request a return, for any reason.
To be eligible for a return, your item must be in the same condition that you received it: unused, with any tags, and in its original packaging. You'll also need the receipt or proof of purchase.
To start a return, contact us at hello@shopginga.com or submit a return request through your account. Once your return is accepted, we'll send you instructions on how and where to send your package. Returns should be sent to:
Ginga
Rua 4 de Infantaria, 62a
1350-135 Lisboa, Portugal
Unless the item is faulty or we sent you the wrong item, the cost of return shipping is paid by you. Items sent back without first requesting a return will not be accepted.
Food and drink (Pantry)
For health and hygiene reasons, food and drink products can only be returned if they are unopened, with the original seal intact, and still within their best-before date.
We cannot accept returns of:
- fresh or perishable food that can spoil or expire quickly;
- any food or drink product that has been opened, or whose seal has been broken, after delivery.
If a pantry item arrives damaged, leaking, or past its best-before date, please contact us and we will replace or refund it.
Other non-returnable items
Custom products (such as special orders or personalised items) and gift cards cannot be returned.
Damaged, faulty or wrong items
Please inspect your order on arrival and contact us as soon as possible if an item is damaged, faulty, or not what you ordered, so we can make it right. All products are covered by the legal guarantee of conformity under Portuguese and EU law, which gives you the right to a repair, replacement, price reduction or refund for goods that are faulty or not as described. This is in addition to, and not limited by, this policy.
Exchanges
The fastest way to get what you want is to return the item you have and, once the return is accepted, place a separate order for the new item.
Cancellations
You may cancel your order at any time before it has been shipped, at no cost. Once an order has been shipped, the return process above applies.
EU right of withdrawal
If you are located in the European Union, you have the right to withdraw from your purchase within 14 days without giving any reason, including on items bought at a discount or during a sale. This right applies in addition to, and takes priority over, the policy above wherever the two differ. The exceptions for perishable food and for sealed food and drink opened after delivery are those allowed by law.
The withdrawal period expires 14 days after the day on which you, or a person indicated by you, receive the last item of your order.
How to withdraw: tell us of your decision before the period expires with a clear statement, by email to hello@shopginga.com or through your account. You may use the EU model withdrawal form, but it is not required. You then have a further 14 days to send the items back.
Effects of withdrawal: we will reimburse all payments received from you, including the original standard delivery cost, within 14 days of receiving your withdrawal notice. We may withhold the reimbursement until we have received the items back or you have supplied proof of having sent them, whichever is earlier. The refund is made using the same payment method you used for the original purchase. You pay the direct cost of returning the goods.
Refunds
We will let you know once we've received and inspected your return, and whether the refund is approved. Approved refunds go back to your original payment method: within 14 days for EU withdrawals (as explained above) and within 10 business days for other returns. Your bank or card provider may take a few extra days to post the refund.
If more than 15 business days have passed since we approved your return and you haven't received your refund, please contact us at hello@shopginga.com.
Purchases made in our Lisbon shop
Items bought in person at our shop in Campo de Ourique can be exchanged within 14 days, with the receipt, unused and in their original packaging, for a store credit voucher. Food and drink bought in the shop cannot be exchanged. Faulty items are always covered by the legal guarantee.