Terms and Conditions

1. GENERAL

1.1 thisislis.com is a website operated by Luisa Freitas Illustration and Animation (hereinafter referred to as “Luisa Freitas”, “us” or “we”).

1.2 These Terms and Conditions apply when you as a Customer (hereinafter referred to as the “Customer” or “you”) place an order via www.thisislis.com and related pages, (the “Website”). With this agreement you also confirm that you have read and approved our Privacy policy.

1.3 Luisa Freitas reserves the right for any image and writing errors on the page, such as errors in description, technical specification, prices and price adjustments. In case of incorrect price for an item ordered, Luisa Freitas will inform the Customer of this and await the Customer’s approval of the corrected price before proceeding with the order.

1.4 The Website and all its content is owned by Luisa Freitas or its licensors. This means that everything on the website may not be copied or used without the prior written consent of Luisa Freitas.

2. ORDERS

2.1 When the Customer has placed an order on the Website, a purchase agreement has been entered into between the Customer and Luisa Freitas. Luisa Freitas recommends the Customer to save the order confirmation for any future contacts with our customer service. The order confirmation is also the receipt that the purchase has been completed.

2.2 The Customer is responsible for ensuring that the information provided, such as email, name and address is correct and up to date.

2.3 The Customer can cancel their order up until it has been confirmed by Luisa Freitas. If the order is cancelled, Luisa Freitas will refund any payments the Customer or their pay- or credit card company has made with regard to the order. If the Customer want to cancel their order after the order is confirmed by Luisa Freitas, the Customer can send an email to is.lis.enquiries@gmail.com as soon as possible after the order confirmation. If the order already has been sent, it will be processed as a return (as set forth in Section 5).

3. PRICES AND PAYMENT

3.1 The prices on our Website apply to orders placed on the Website. 

3.2 The Customer is responsible for any customs duties being paid to the customs or equivalent authority in the country to which the Product / Products are finally delivered.

3.3 All payments are encrypted and processed according to the highest security standard.

The Customer has several options to pay for the purchase.

  • Debit or Credit CARD via Stripe – Visa, Mastercard and American Express. Available worldwide.
  • Apple Pay 
  • Google Pay 

3.4 Luisa Freitas has the right to debit the customer already when the order has been confirmed, unless invoicing or a similar payment method via Klarna has been chosen by the Customer.

4. SHIPPING AND DELIVERY

4.1 The Customer’s order usually leaves Luisa Freitas warehouse within three (3) to five (5) working days, unless otherwise agreed or stated in the order confirmation or in the product page, and will be delivered to the customer via Royal Mail 2nd Class, unless otherwise requested. The time period for the shipping company to send the package to the customer may vary depending on which area the package should be sent to. Luisa Freitas reserves the right to possibly adjust the delivery time. Information on this should be sent to the customer for approval. 

4.2 Please note that the average delivery times are shown in working days which does not include weekends or public holidays. 

4.3 The average delivery time for all products sold by Luisa Freitas is 15 working days. 

4.4 If you require your order to be shipped sooner, please add the desired delivery time in the “Add a note to your order” section of your product ‘Checkout Page’, under the credit card information section. 

4.5 Working day cut off is 17:00h UK time. For example, if you place your order on Monday 16:30h (before 17:00h) the first working day is Tuesday.

4.6 If the package is not retrieved, Luisa Freitas has the right to charge the Customer a fee for freight and administrative costs.

4.7 Luisa Freitas does not take any responsibility for any failure by an external delivery company or any damage that may occur during the shipment to the Costumer. If, upon receipt, the Customer discovers that the shipment is damaged in transport, either on the product or on the packaging, we ask the Customer to notify the shipping company.

After that, the Customer must report the damage to our customer service, by sending an email to is.lis.enquiries@gmail.com, with attached pictures, so that Luisa Freitas can help the customer with the complaint, in the best way possible. This also applies to any hidden damage. Visible damage should preferably be reported to us on the same day as delivery. Hidden damage should preferably be reported to us within five (5) working days of receipt. It is therefore important that the Customer unpack and inspect the products thoroughly as soon as possible after delivery.

5. RETURNS, WITHDRAWAL & EXCHANGE

5.1 When purchasing products on the Website, the Customer has a 14-day withdrawal period. This means that the Customer has the right to cancel the purchase by notifying Luisa Freitas accordingly within 14 days from when the Customer or their representative received the product ordered (withdrawal period). 

5.2 If the Customer uses their right of withdrawal, the Customer is responsible for the condition of the product after the Customer has received the product and during the return shipping. The product shall be returned within 14 days from the date when Luisa Freitas was notified of the withdrawal. The product shall be sent in its original condition, well packaged, preferably in the original package. If the product’s condition is altered in any way, additional costs may apply to the Customer. The Customer shall register their return via email to is.lis.enquiries@gmail.com. The Customer shall provide their name, address and other relevant information, e.g. order reference, invoice number and the name of the product in the message. After registration the Customer will receive an email containing instructions and address details for sending back the package. Customer should not attempt to make a return before contacting Luisa Freitas.

5.3 The Customer is responsible for the transport risk and shipping cost for the return. Please note that the return must be sent as a traceable shipment. Luisa Freitas suggests the Customer to save the tracking number and proof of postage until Luisa Freitas has received the return. 

5.4 As soon as the return reaches Luisa Freitas, and has been processed, Luisa Freitas will make a refund to the customer. All refunds will be made using the same method of payment the customer used to purchase the product(s). 

5.5 If the Customer want to do an exchange of the product(s), it is processed as a return, i.e, the customer sends the product(s) back to Luisa Freitas, as set forth in 5.1 to 5.4. The Customer can then make a new order.

5.6 Luisa Freitas can not offer the right of return or exchange of custom/special made orders.

6. WARRANTY AND COMPLAINTS

6.1 The Customer must make a complaint of a defective Product to Luisa Freitas within a reasonable time after the defect was discovered. If the complaint is made within two (2) months after the defect was discovered it is always made on due date. After three (3) years the Customer has lost their right to make a complaint, provided that no warranty states otherwise. 

6.2 The right to file a complaint applies to products which are defective according to applicable consumer protection legislation. Any Customer who wishes to assert their right to file a complaint for any product ordered, shall contact Luisa Freitas, as soon as possible after discovering the defect, via e-mail to is.lis.enquiries@gmail.com

8. FORCE MAJEURE

Luisa Freitas shall be exempt from damages and other measures if the performance of the agreement is prevented or delayed by any circumstance beyond our control, e.g. extreme weather, new / amended legislation, absent permits, war, fire, flood, labor market disturbances, technical problems, sabotage, unfavorable transport, strikes, terrorist attacks, changed governmental orders as well delays in the service by sub-suppliers due to circumstances set forth above. Luisa Freitas shall inform the Customer accordingly if any such circumstances should arise, and if the situation has lasted more than six weeks, both the Customer and Luisa Freitas has the rights to cancel the purchase with immediate effect.

9. CHANGES TO THE TERMS AND CONDITIONS

Luisa Freitas may make changes to the Terms of Conditions from time to time. When these changes are made, Luisa Freitas will make a new copy of the Terms and Conditions available on its website.

Your continued use of our website after any changes to the Terms and Conditions means you accept the changes.

10. CONTACT INFORMATION

Communication between the Customer and Luisa Freitas, occurs via e-mail to is.lis.enquiries@gmail.com or by ordinary mail as follows:

Luisa Freitas 

1 Grantham Street, Flat 3      

Coventry, West Midands

CV2 4FP