Frequently Asked Questions

General Information

What is the story behind De Moura?

De Moura is a family business founded in London to showcase the very best products from the finest craftsmen in Europe.  We pride ourselves on our exclusive collections that feature both a unique mix of timeless originality and understated design. Our products are available both online and in our Prestbury Store.  For more information please visit "The Company" page.

A “Passion for Provenance”?

In the face of unrestrained globalisation and low tariffs on mass-produced goods from outside the EU, it has become difficult for the consumer to source quality, handmade products from closer to home. At De Moura, we believe strongly in the preservation of authentic traditions and culture.  In partnering exclusively with smaller and medium sized brands in European countries, often family ventures like ourselves, we seek to propagate and support the noble work of dedicated craftsmen, while providing our customers with a quality, handmade product, with an intruiguing story to tell to for generations to come.  

How do I get in touch?

The best way to contact us regarding an order via the website is via email. We aim to respond to all customer queries within 24 hours.  For all other queries, feel free to call us or visit the store.  Please see the 'Contact Us' page for further details

I’ve forgotten my password? What shall I do?

There is a “Forgotten Password” link on the “My Account” login page. Your password will be sent to your registered email address.

How is my data kept secure?

We use a secure payment provider, Stripe, embedded in our payments page to transmit your data through a secure, encrypted connection.  We use Verified by Visa and MasterCard SecureCode to ensure the highest level of security possible for our customers. These initiatives have been introduced to help protect your card against unauthorised use by allowing you to set-up a personal password. Once registered, this offers you greater protection when online shopping, and reduces the risk of unauthorised use of your card on the Internet. For further information on these schemes, please see the Visa and MasterCard websites.

Can I browse the website in other languages?

While the site is only available in English, a number of pages catering to our international clientele are at the disposition of clients who wish to view information in languages other than English.  These can be accessed via our 'International Pages' link.  Should you require customer service in another language, please feel free to contact us via email in French, German, Spanish, Italian, Portuguese or Arabic and we will respond to your query as soon as possible.

Order Information

How do I view my order status?

To view the details of your order, please enter your username and password in the 'Account' section in the top right hand corner of the screen.  You will then be able to view details of your order activity.

What payment methods can I use?

We accept all major debit and credit cards. Unfortunately we cannot accept cheques or other forms of payment for orders placed by private individuals.

When will my credit card be charged?

Your card will be charged upon placing of your order on the website. If for whatever reason we are unable to fulfil your order, we will notify you of this as soon as possible, and your money will be refunded to your original payment card.

Does my delivery address have to match the address on file with my credit card?

We can accept an delivery address that is different to the one to which your payment card is registered, as long as both are in the same country. Should you need to arrange a shipment to a different country, please contact us first with details of your request.

Do I have to pay VAT or sales tax?

If you are based in an EU country, we are obliged by law to charge VAT at the prevailing rate on our products. If you select a delivery address outside of the EU, VAT will not be added at the checkout. However, your order may be subject to import tariffs or sales taxes upon arrival in the jurisdiction of delivery, the payment of which is the sole responsibility of the customer.

Unfortunately, we are unable to issue any refunds due to issues encountered with customs authorities, or on the grounds of non-payment of the applicable charges upon arrival in the destination country, We are not responsible for any delays there may be due to customs, or damaged packaging as a result of inspection at the port of delivery.

If you are a EU business based outside the UK, please contact us with details of your order as you may be able to benefit from the VAT reverse charge mechanism, provided that you supply a valid VAT registration number.

How can I obtain a copy of my invoice?

A copy of your invoice will be emailed to you once we have accepted your order and taken payment. If your order is destined for outside the European Union, you will receive a full commercial invoice.

Can I pay in my own currency?

Our products are priced in GBP. However, if you are shopping from outside the UK, you may have the option to pay in your own currency at checkout, depending on the payment provider.

The final price you agree to pay, in whichever currency you select, is binding.

Returns & Cancellations

What is your refund policy?

Should you decide that you no longer require an item that you ordered from us, we are able to offer a refund, provided that the item is returned unused in the same condition in which you received it, and in its original packaging.  Notification must be given of your intention to return any items within 14 calendar days following the delivery date of your order to you or your nominee, by completing our returns/cancellation form. Upon receipt of authorisation, you may return the specified items to the address provided within a period of 14 calendar days after submitting the cancellation request.  A refund will be provided upon safe receipt of the unwanted items, provided that the conditions outlined above are met.  For full details, please refer to our Terms and Conditions.  Please note that we are unable to accept any items that have been returned without prior authorisation.

How do I cancel my order?

To cancel an order, please contact us as soon as possible via our contact page. However, please note that we are unable to halt orders once they have been dispatched.  You may still cancel your order up to 14 calendar days after receipt of your goods, following the returns procedure stated in the paragraph above.

Shipping Information

To which destinations do you deliver?

In addition to offering free delivery to the UK, we ship throughout Europe & North America. We may expand our range of delivery destinations in the future. Please see our Delivery page for more detailed information on your location.

Can you deliver to P.O boxes?

Unfortunately we cannot deliver to P.O boxes as most of our shipments are sent by either registered post or courier and must be signed for.

Can I change my shipping address?

Any request to change a shipping address must be received without delay in writing via our contact page, and will be dealt with at our discretion.  If the order has already been booked out to the courier, we are unable to make any alterations.

Has my order shipped?

You will receive an email to confirm that your order has dispatched. For further information please log on to your account on the website.

How do I obtain my tracking number?

Your tracking number (if applicable) will be emailed to you once the order is dispatched. It can also be found in the 'View Orders' section of 'My Account' on the website.

How long will my order take to arrive?

Delivery times vary according to your location.  However, most items will be dispatched, subject to availability, on the same or next working day and will be typically arrive the following day in the UK and within 2-4 days in Europe.  Delivery to some international locations may take a little longer.  For more specific information, please visit the 'Delivery' page.