Terms of service

Last updated: 27 September 2026

Shopping with Wood Nest

These terms explain how orders, personalisation, delivery, returns and guarantees work. Please read them before placing your order and keep a copy for your records.

Contact: support@woodnest.co

1. Who you are buying from

Wood Nest is the trading name used by Oui C'est Moi, Lda, the seller operating woodnest.co.

Legal form: Sociedade por Quotas (Lda)
VAT number: PT507421221
NIPC: 507421221
Share capital: €5,000.00
Commercial registry: Conservatória do Registo Comercial de Leiria
Commercial registration number: 507421221

Registered office and return address:
Caminho Senhora do Olival, Nº 15
3260-427 Figueiró dos Vinhos
Leiria, Portugal

Email: support@woodnest.co

Telephone: +351 932 600 637 (Calls to a Portuguese mobile network.)

2. Scope and eligibility

These terms govern purchases from our online store and relevant use of the website. The product information, checkout disclosures and policies made available before ordering form part of the purchase conditions. Mandatory consumer rights prevail, and an agreed product-specific condition takes priority over a conflicting general description.

You must have legal capacity to purchase and use an authorised payment method. If you are under 18, a parent or legal guardian must place the order. Provide accurate contact, delivery and personalisation details and protect any account credentials.

For wholesale or resale purchases, contact us before ordering. Any separate business agreement must be expressly agreed. Consumer-specific protections apply where the purchaser qualifies as a consumer under the relevant law.

Orders placed on marketplaces are also subject to the seller identification and transaction conditions presented on that platform. These website terms do not automatically replace them.

3. Ordering and contract formation

Select your products and options, enter the required details, and review the order, delivery address, personalisation and total price before submitting it. You can correct entries before completing checkout. Submitting an order using the payment-confirmation control creates an obligation to pay if the order is accepted.

Submitting your order confirms your intention to purchase the selected goods on the disclosed terms. We send an order confirmation by email confirming the purchase. A payment-provider receipt alone does not determine when the sales contract is formed. Nothing in these terms postpones a contract already concluded under applicable law or makes an accepted order subject to our unrestricted discretion. The checkout and confirmation identify the transaction language, subject to mandatory language requirements.

Keep your confirmation and a copy of the terms applying to your order. We provide the legally required contract information in a durable form, such as email or an attachment. We retain order records as explained in our Privacy Policy. Contact us to request a copy of your order details; do not rely on indefinite access through a customer account.

Before acceptance, we may decline an order for a justified reason, such as unavailable goods, failed payment or reasonable fraud concerns. After acceptance, changes or cancellation by us require a lawful basis or your agreement. We will explain any issue and refund amounts due; this does not limit other remedies available by law.

4. Products and personalisation

The product description identifies the materials, dimensions, included accessories and options for your purchase. Wood and cork may vary naturally in grain, texture and tone; screen settings may affect colour appearance. Minor inherent variations do not excuse material differences, defects or failure to meet the agreed specifications.

For personalised items, check names, spelling, dates, text, colours, dimensions and uploaded content carefully. Where we provide a design proof for approval, review it before approving production. A proof is supplied only where included in the agreed service.

Contact us promptly if you need a change. We will confirm whether it remains possible and obtain agreement to any additional price or time before proceeding. We are responsible for producing the agreed specification; errors introduced by us remain our responsibility. If we accurately reproduce incorrect details supplied or approved by you, a remake may involve an agreed additional charge, subject to applicable law.

You must have the rights or permission needed for us to use submitted content for production. We may decline unlawful or infringing content. You grant us only the permission needed to reproduce that content and share it with providers involved in fulfilling your order. Production permission does not automatically authorise publication in advertising. If an unresolved content-rights issue prevents fulfilment, we will contact you about a lawful alternative or the consequences for the order; no automatic penalty applies.

A standard product made after an order is placed is not automatically a personalised product. The withdrawal exception in section 9 applies only where the legal conditions are met.

5. Prices, promotions and taxes

The applicable currency, product price, discounts, delivery charges and taxes collected by us are shown before you complete checkout. Consumer prices include VAT where required. Currency-conversion charges imposed independently by your bank or payment provider are governed by its terms.

For international deliveries, import taxes, duties or clearance charges may be payable separately where disclosed before purchase and permitted by law. Amounts collected at checkout must not be described as still payable on delivery. We do not apply a universal customs exemption or tax threshold to every destination.

Discount codes and offers are subject to the conditions disclosed with the offer, including any expiry, eligibility or combination restrictions. A discount does not remove statutory withdrawal or conformity rights.

Price changes apply to future purchases. If an error affects an order already placed, we will contact you to explain the options. We will not charge a higher price or substitute a different product without your agreement. Any cancellation must respect the contract and applicable law.

6. Payment

Available payment methods are displayed at checkout and may vary by country, currency and order. Payment providers handle payment credentials; we do not store your full card number.

Unless an expressly agreed instalment or other payment arrangement applies, payment must be confirmed before production and dispatch. For instalment services, the provider's approved payment arrangement applies; you do not need to complete every future instalment before dispatch where that arrangement allows earlier delivery.

If payment fails or appears unauthorised, we may request proportionate verification or pause processing while the issue is resolved. We will contact you about any effect on the order. Legitimate payment disputes and statutory consumer remedies remain available.

7. Production, delivery and transport risk

Production and delivery estimates are those communicated for your product and destination before purchase. Production time and carrier transit time are separate unless expressly presented as a combined delivery estimate. A priority-production option, where offered, changes the production queue only unless the offer expressly includes faster carriage; its price and timing are disclosed before purchase. The Shipping Policy provides further delivery information.

Under Portuguese consumer law, goods must be delivered within the agreed period or, if no period was agreed, without undue delay and within 30 days of the contract. If delivery is late, you may set an appropriate additional period and terminate if it is not met. Immediate termination may be available where we refuse delivery or an agreed deadline is essential. Amounts due following termination are refunded within the applicable legal period.

When we arrange delivery, the risk of loss or damage generally remains with us until you or a person you designate, other than the carrier, physically receives the goods. Different rules apply if you independently appoint a carrier we did not offer.

Report missing, damaged or incorrect deliveries promptly so we can assist. Photographs and packaging can help an investigation, but a 48-hour reporting deadline is not a condition of statutory rights. A carrier's insurance limit or investigation does not replace our obligations to you.

If an address error or uncollected parcel causes a return, contact us to arrange the next step. Any additional charge must be justified, disclosed and lawful; we do not impose automatic forfeiture of the entire payment. Simply refusing or not collecting a parcel is not a reliable substitute for communicating withdrawal.

8. Changes and cancellation before dispatch

To request a change or cancellation, contact support@woodnest.co as soon as possible with your order number. We will confirm what can be changed before production or dispatch.

For eligible standard goods, starting production does not remove a statutory right of withdrawal, which may also be exercised before delivery. If a shipment cannot be stopped, we will explain the return arrangements.

For goods covered by the personalisation exception, change-of-mind cancellation is not guaranteed. If we agree to cancellation or a change, we will explain the terms. This does not restrict remedies for non-delivery, defects or our failure to follow the agreed specification.

9. Statutory withdrawal and returns

Withdrawal period: for eligible distance purchases under Portuguese and EU consumer rules, you may withdraw without giving a reason within 14 calendar days after you or your designated recipient, other than the carrier, receives the goods. For one order delivered separately, the period generally starts after the last item; for an item delivered in parts, after the last part. If the legally required withdrawal information was omitted, the period is extended as required by law; under Portuguese rules this can extend for 12 months after the initial period. If that information is supplied during the extension, the applicable 14-day period runs from its receipt.

How to notify us: send a clear statement to support@woodnest.co or to our address in section 1. You may use the optional form in section 10 or another legally valid method. Where an electronic withdrawal function is provided for your order, you may also use it and retain its confirmation. This additional channel does not remove your right to send a clear withdrawal statement by another legally valid method. Send your notice before the deadline. A reason, photographs or our prior approval are not required to exercise statutory withdrawal.

Returning the goods: send them to the return address in section 1 without undue delay and within 14 days after notifying us, unless we arrange collection. Contact us for practical assistance without delaying your notice. Use protective packaging; original packaging is helpful but is not an absolute condition of statutory withdrawal.

Return costs: you bear the direct cost of a change-of-mind return only where we informed you before purchase and the law permits it. If an item cannot normally be returned by post, the applicable return cost or a reasonable estimate must be provided before purchase. We bear the necessary costs of remedies for defective or non-conforming goods.

Handling: you may inspect the goods as reasonably necessary to establish their nature, characteristics and functioning. Where permitted by law, we may deduct demonstrated loss in value caused by handling beyond that level. We explain any deduction and its basis; there is no automatic restocking penalty for statutory withdrawal. This rule cannot impose liability for diminished value where the required withdrawal information was not provided. Installing an item or applying adhesive may go beyond the inspection normally possible in a shop and may reduce its value; this is assessed individually and does not automatically extinguish withdrawal rights.

Refunds: we reimburse payments due, including the least expensive standard outward delivery offered for the purchase, within 14 days after being informed of withdrawal. Additional charges for a more expensive delivery option you expressly selected need not be refunded. Unless we offered to collect the goods, we may withhold reimbursement until we receive them or evidence of their return, whichever occurs first.

Refunds use the original payment method unless you expressly agree otherwise without incurring fees. We do not require you to accept store credit or provide an IBAN for a refund that can be made to the original method. For partial returns, any delivery-cost adjustment follows applicable law and the delivery charge attributable to the goods returned.

Personalisation exception: statutory withdrawal generally does not apply to goods made to your specifications or clearly personalised where the legal exception applies. This does not affect rights concerning defects, damage or incorrect production. Discounted goods are not excluded merely because they were purchased in a promotion.

Our 30-day return offer: in addition to statutory rights, Wood Nest offers a 30-day period from delivery to request a change-of-mind return for eligible products under the Return and Refund Policy. Conditions applying only to this additional benefit cannot restrict statutory withdrawal or conformity rights. Any more favourable commitment made for your purchase is respected.

10. Optional withdrawal form

You may copy and complete this form if you wish to withdraw. Using it is optional.

To: Oui C'est Moi, Lda (Wood Nest)
Caminho Senhora do Olival, Nº 15
3260-427 Figueiró dos Vinhos, Leiria, Portugal
support@woodnest.co

I/We hereby give notice that I/we withdraw from my/our contract of sale of the following goods:

Goods:
Order number (if available):
Ordered on / received on:
Consumer name(s):
Consumer address:
Date:
Signature(s), only if submitted on paper:

Delete whichever does not apply.

11. Defects and guarantees

For new movable goods governed by Portuguese Decree-Law No. 84/2021, the seller is responsible for lack of conformity appearing within three years of delivery. During the first two years, a lack of conformity is presumed to have existed at delivery unless that presumption is incompatible with the nature of the goods or defect. Applicable suspensions and extensions remain available.

Legal remedies include free repair or replacement and, where the conditions are met, a proportionate price reduction or termination with reimbursement. Under Portuguese law, a lack of conformity appearing within the first 30 days may entitle you to immediate replacement or termination. Remedies follow the legal conditions and must not cause significant inconvenience. Under Portuguese law, repair or replacement must normally be completed within 30 days, unless the statutory conditions justify a longer period. Each repair adds six months to the guarantee period, up to four repairs. Applicable rules on replacement goods and necessary removal and reinstallation costs also remain in force.

Contact support@woodnest.co with a description and evidence of purchase; photographs are helpful where available. Missing original packaging does not remove your legal guarantee. We arrange the necessary assessment and explain the remedy, including necessary return or collection arrangements at no cost to you.

Normal wear, accidental damage or incorrect use is not automatically a manufacturing defect. However, these descriptions cannot be used to exclude a genuine lack of conformity or a problem caused by inadequate instructions.

Commercial guarantees for selected products: a five-year commercial guarantee applies only to products expressly covered by that offer in the relevant product information, guarantee statement or binding advertising applicable at the time of purchase. It is not a store-wide guarantee and does not automatically extend to other products or separately purchased accessories.

The applicable guarantee statement identifies the guarantor, covered products and components, coverage, duration, territorial scope and claim procedure. It is provided in a durable form no later than delivery. Any more favourable binding advertising is respected as required by law.

Products without an additional commercial guarantee: these products remain covered by the statutory conformity rights applicable to the purchase. For new movable goods governed by Portuguese consumer law, the statutory liability period is three years from delivery, subject to the applicable legal rules, suspensions and extensions.

A commercial guarantee supplements statutory rights; it does not replace, shorten or restrict them. The absence or expiry of a commercial guarantee does not remove any statutory rights that remain available.

12. Installation and safe use

Follow the installation, care and safety instructions for your particular product. Select fixings appropriate to the wall and load, and seek qualified assistance if uncertain. Keep small components and packaging away from young children. Decorative items are not intended as toys.

Do not continue using an item that appears loose, damaged or unsafe. Contact us for assistance. Check the suitability and condition of the installation surface and follow any instructions on preparation, curing and load. Damage caused solely by ignoring adequate instructions or using unsuitable fixings may fall outside our responsibility, subject to applicable law and evidence of the cause. These instructions do not exclude our responsibility for defective goods, supplied fixings, product safety or inadequate instructions.

13. Website use, content and reviews

Do not attempt unauthorised access, introduce malicious code, misuse customer information or interfere with the website. We may take proportionate steps to protect the service, without removing rights under accepted orders.

Website materials belong to us or their respective rights holders. You may browse and keep records needed for purchases or exercising your rights. Other uses require permission unless allowed by law.

Reviews should reflect genuine experience and must not contain unlawful material or other people's private information. Submitting a review permits its use for the review display you were informed about, not unrestricted reuse of your identity or images. We may moderate unlawful, abusive, irrelevant or demonstrably fraudulent content; negative feedback alone is not a reason for removal.

External services and websites have their own terms. Their involvement does not automatically exclude our responsibilities as the seller.

14. Privacy, Shopify and communications

Our store is hosted by Shopify. Shopify processes information when you visit and purchase, including through enhanced services using interactions with our store, other merchants and Shopify. Information may be shared with Shopify and other providers in other countries as explained in our Privacy Policy.

We use order contact details for purchase, delivery and support communications. Optional marketing through email, SMS or WhatsApp and non-essential tracking require the applicable permission or other lawful basis. Accepting purchase terms is not blanket consent to advertising. See the Privacy Policy for choices, recipients and your rights.

15. Responsibility and events beyond our control

We are responsible for our contractual and legal obligations. Website interruptions, carrier problems or events outside our reasonable control may affect performance; we will take reasonable steps to reduce their impact and inform you of material delays.

Such events do not automatically remove delivery deadlines, termination rights, refunds or other mandatory remedies. Responsibility for loss is assessed under applicable law. We do not exclude liability that cannot lawfully be excluded, including applicable liability for personal injury, fraud, intentional misconduct, gross negligence, defective products or breaches of data protection duties.

16. Complaints and dispute resolution

Contact support@woodnest.co about an issue, preferably with your order number and a short description. We will explain the next steps. You remain free to use statutory complaint and dispute mechanisms.

Portugal: the Livro de Reclamações Eletrónico provides the official electronic complaints channel. Eligible consumer disputes may also be referred to the competent consumer arbitration centre.

CNIACC — Centro Nacional de Informação e Arbitragem de Conflitos de Consumo
Rua D. Afonso Henriques, 1
4700-030 Braga, Portugal

Website: www.cniacc.pt
Email: geral@cniacc.pt

Telephone: +351 253 619 107 (Calls to a Portuguese fixed network.)

CNIACC acts in areas not covered by another competent consumer dispute resolution body, subject to its jurisdiction. Naming it does not claim voluntary membership or exclusive competence. Mandatory arbitration or mediation rights available at the consumer's option remain respected.

Other recognised bodies can be found in the European Commission's ADR directory.

17. Applicable law, changes and contact

Portuguese law applies, subject to mandatory conflict-of-law rules and consumer protections. Customers in other countries retain the mandatory rights applicable to their purchase, including any rights in their country of habitual residence that cannot be displaced by a choice of law.

Jurisdiction follows the applicable rules. Consumers are not required to bring claims exclusively in Portugal where the law permits proceedings elsewhere. These terms do not waive access to competent courts or dispute resolution bodies.

The version agreed when you place an order governs that purchase. Later changes do not retrospectively remove agreed benefits or acquired rights. Browsing after an update is not automatic acceptance of new obligations for an existing order.

If a provision is invalid, the remainder continues only to the extent permitted by law. No invalid clause is replaced with a term that reduces mandatory consumer protection. A delay in exercising a right does not by itself waive that right. Any assignment of our contractual position must comply with applicable law and must not reduce your guarantees or remedies.

Questions about these terms: support@woodnest.co.