FAQ’S

CLEO is a registered trademark owned by Tomelo Eco Desenvolvimento, Lda with vat number PT507877500.

An email address is all you need to start the order process. We recommend that you register for a Tomelo account so that you can start adding your favourite pieces to your wishlist and easily place an order.

Currently we are accepting PayPal/Credit Card or Bank Transfer as the payment methods on our online shop. If you’re using PayPal we receive the payment quickly, so the shipment will be done quickly too. In case you’re paying with the Bank Transfer method we will ship the product(s) as soon as we receive the transfer supporting document on our e-mail lojaonline[@]tomelo.pt or as soon we receive the transfer amount (which can take 2 or 3 days). We do not store any of your credit card details and we have no access to your credit card information at any time.

The methods we use for shipping are the CTT Express, delivery on the next business day. If there is no one at home, you will receive an SMS and a notice to pick up at the CTT store.
And CTT Point Service, delivery to a CTT shop of your choice within 5 business days after shipment.
To Spain delivery within 2 business days after shipping by CTT Express.
Europe and Rest of the world through CTT Postal, who will send the package to the postal services for the destination address in account info. Between 2 and 5 working days in europe, and the rest of the world 3 to 5 working days.

The prices shown when the checkout is done already include the delivery charges.
Shipping to Portugal, Express 24h: 5,70€ (2 kg) : 6,80€ (5 kg) : 7,60€ (10 kg)
Shipping to Portugal, Ponto CTT: 4,60€ (2 kg) : 5,80€ (5 kg) : 6,70€ (10 kg)
Shipping to Spain, Express 48h: 4,60€ (2 kg) : 5,80€ (5 kg) : 6,70€ (10 kg)
Shipping to Europe: 6,70€ (500 g) : 9,90€ (1 kg) : 16€ (2 kg) (between 3 to 5 work days to delivery)
Shipping to the rest of the world: 9,35€ (500 g) : 17,10€ (1 kg) : 25,20€ (2 kg) (between 5 to 8 work days to delivery).
Outside the European Union you may be charged additional taxes that we aren’t able to estimate.

All deliveries are sent with tracking service. We’ll send you a tracking number so you can follow where your package is, anytime at 17Track. The packages are sent to the adress on your login information, so make sure that this adress is rightly inserted. If there’s a mistake that makes the package delivery unavailable, or if you don’t pick it up, there will be charged the delivery fees another time. If you think your package is taking too long to arrive, you should contact us: lojaonline[@]tomelo.pt

You can return your purchase till 14 days. You may send it back in the same conditions you have received it and we will refund you the amount of the order. In this case, we will charge the shipment costs. For orders outside the European Union, customs rate will be charged too. Contact us before you do, please.

In case you have received a package that has external damage, you should make a claim to your local post service. If the item itself is damaged, please contact us immediately by e-mail: lojaonline[@]tomelo.pt.