Frequently Asked Questions

Please read our FAQ before sending us a message.

How much do you charge for deliveries?

We are located in Estonia and we ship currently to Estonian Omniva parcel lockers for free.

For other countries we have a fixed fee for express shipping. The fee will be calculated at checkout.

How can I pay?

We accept all mayor credit cards and also Estonian and Finnish online banks. You can also pay by PayPal.

How long will delivery take?

We will do our best to deliver your order as soon as possible. Usually the shipping takes as following:

Estonia: 2–5 working days;
Latvia, Lithuania, Finland: 3–7 working days;
Rest of the world up to 30 days (depends of location).

Do I receive an invoice for my order?

You will receive invoice/order confirmation as soon as we have received your payment.

Reseller enquiries and product customization

Puzzles are customisable for your brand and we are always looking for resellers for our products.

Please contact us shop(at)portel.ee with your specific enquiry or sample pictures of branded puzzles.

Terms of Sale

The owner of the online store portel.ee (hereinafter referred to as the online store) is PORTEL OÜ (registry code 11916664), located at Kolga-Aabla, 74717 Harjumaa, Estonia.

Validity of contract of sale, product and price information

The conditions of sale apply to purchases of goods from the online store.

The prices of the products sold in the online store are indicated next to the products. A fee for shipping is added to the price.

The shipping cost depends on the location of the purchaser and the shipping method. The shipping cost is displayed when the purchaser places the order.

Product information is provided immediately adjacent to the product in the online store.

Placing an order

Add the desired products to your shopping basket to order them. Fill in all of the required fields and choose the most suitable shipping method to complete the order. The total cost is then displayed on the screen. This can be paid via an online bank transfer or using another payment method.

The contract enters into force when the amount payable is transferred to the bank account of the online store.

If we cannot deliver the ordered goods due to stock running out or for any other reason, the purchaser will be informed as soon as possible and the money paid (including the shipping cost) will be refunded promptly, but no later than within 14 days of receiving the notification.

Shipment

Goods are shipped to the following countries: to most member states of the EU and to countries outside te EU.

The purchaser bears the shipping cost and the respective price information is displayed next to the shipping method.

All shipments within Estonia generally arrive at the destination specified by the purchaser within 3-7 business days of the date of entry into force of the contract of sale. All shipments outside of Estonia are guaranteed to arrive within 3-30 calendar days depending on the country where the customer is located.

We have the right to ship goods in up to 45 calendar days in exceptional cases.

Right of withdrawal

After receiving the order, the purchaser has the right to withdraw from the contract entered into with the e-store within 14 days. (Depending on the product, the purchaser may not necessarily have the right of withdrawal; in such a case the corresponding products and services must be listed and they must comply with the conditions provided for in subsection 53(4) in the Law of Obligations Act.)

The right of withdrawal does not apply if the purchaser is a legal person.

To exercise the 14-day right of withdrawal, you must not use the ordered goods in any way other than is necessary to ensure the nature, characteristics and functioning of the goods in the same way you would be allowed to test the goods in an actual store.

If the goods have been used for any purpose other than is necessary to ensure the nature, characteristics and functioning of the goods, or if there are any signs of use or wear and tear, the online store has the right to lower the amount returned in accordance with the decrease in the value of the goods.

To return the goods, you must submit a declaration of withdrawal (the form for which can be found here: declaration of withdrawal) to the e-mail address shop@portel.ee within 14 days of receiving the goods.

The purchaser shall bear the cost of returning the goods, except in cases where the reason for the return lies in the fact that a refundable product does not comply with the order (e.g. a wrong or defective product).

The purchaser must return the goods within 14 days of the submission of the declaration of withdrawal or submit evidence that they handed over the goods to the carrier within the aforementioned period.

Upon receiving the returned goods, the online store shall return to the purchaser, immediately but no later than after 14 days, all of the payments received from the purchaser based on the contract.

The online store has the right to refuse to make the refund until the goods being returned are received or until the buyer has provided proof of returning the products, whichever occurs first.

If the buyer has clearly chosen a different form of shipment than the cheapest usual form of shipment offered by the online store, the store is not required to compensate the cost exceeding the usual shipping cost.

The online store has the right to withdraw from the sale and demand that the goods be returned by the purchaser if the marked price of the goods in the online store is significantly lower than the market price of the goods due to an error.

Defective goods

The online store is responsible for the non-compliance of goods sold to a purchaser with the terms and conditions of the contract or for deficiencies which already existed at the time of delivery and which occur within two years of delivering the goods to the purchaser. Within the first six months of delivery it is assumed that the defect was present at the time of delivery. It is the online store ́s responsibility to prove otherwise.

The purchaser has the right to turn to the online store within two months of the occurrence of a defect by e-mailing shop(at)portel.ee or calling +372-5045520.

The online store is not liable for any defects arising after delivering the goods to the purchaser.

If goods bought from the online store have defects for which the online store is responsible, the online store will repair or replace the defective goods. If the goods cannot be repaired or replaced, the online store shall return to the purchaser all of the payments involved in the contract of sale.

The online store will respond to the consumer ́s complaint in written form or in a form that enables written reproduction within 15 days.

Direct marketing and processing of personal data

The online store only uses the personal data entered by the purchaser (including name, phone number, address, e-mail and bank details) for processing the order and sending goods to the purchaser. The online store forwards personal data to the transport service provider in order to deliver the goods.

The online store sends newsletters and offers to the purchaser’s e-mail address only if the purchaser has expressed their wish to receive them by entering their e-mail address on the website and indicating their desire to receive direct mail.

The purchaser is able to opt out of offers and newsletters sent to their e-mail address at any time by letting us know via e-mail or by following the instructions in an e-mail containing an offer.

Settlement of disputes

All complaints made by a purchaser about the online store must be e-mailed to shop(at)portel.ee or submitted by calling +372-5045520.

If the purchaser and the online store are not able to settle the dispute by agreement, the purchaser may contact the Consumer Dispute Committee. You can review the procedural rules and submit a complaint here. The Consumer Dispute Committee is competent to resolve disputes arising from a contract between a purchaser and the online store. Resolution of disputes by the Consumer Dispute Committee is free of charge for the purchaser.

A purchaser may also turn to the dispute resolution bodies of the European Union.

Privacy Policy

PROCESSING OF PERSONAL DATA

The controller of the personal data of the online shop portel.ee is PORTEL OÜ (registry code 11916664), located at Kolga-Aabla, 74717 Harjumaa, Estonia.

What personal data are processed

name, phone number and email address;
delivery address;
bank account number;
cost of goods and services and data related to payments (purchase history);
customer support data.

Why personal data are processed

Personal data are used to manage the customer’s orders and deliver goods.

Purchase history details (date of purchase, goods, quantity, customer’s data) are used for preparing summaries of goods and services purchased and for analysing customer preferences.

The bank account number is used to reimburse payments to the customer.

Personal data such as email, phone number and the customer’s name are processed to handle any issues relating to the provision of goods and services (customer support).

The IP address or other web identifiers of a user of the online shop are processed for the provision of the online shop as an information society service and for web use statistics.

Legal grounds

Personal data are processed for the purpose of performing a contract concluded with the customer.

Personal data are processed for performing legal obligations (such as accounting and the settlement of consumer complaints).

Recipients of personal data

Personal data are transmitted to the customer support of the online shop for managing purchases and purchase history and for settling any problems that the customers may have.

The name, phone number and email address are transmitted to the transport service provider selected by the customer. When the goods are delivered by a courier, the customer’s address is also transmitted together with the contact details.

If the accounts of the web shop are kept by a service provider, the personal data are transmitted to the service provider for performing accounting operations.

Personal data may be transmitted to IT service providers if this is necessary for ensuring the functionality of the online shop or for data hosting.

Security and access to data

Personal data are stored in the servers of Zone Media OÜ, which are located on the territory of a member state of the European Union or states of the European Economic Area. Data may be transferred to the countries whose data protection levels have been assessed as adequate by the European Commission and to the companies in the USA who have joined the Privacy Shield framework.

Personal data can be accessed by the staff of the online shop in order to settle technical issues related to the use of the online shop and to provide customer support.

The online shop takes appropriate physical, organisational and IT security measures to protect personal data against accidental or unlawful destruction, loss, alteration or unauthorised access and disclosure.

Personal data are transmitted to the data processors of the online shop (such as the providers of transport and data hosting services) and processed under contracts concluded between the online shop and the processors. The processors must ensure appropriate safeguards when processing personal data.

Access to and rectification of personal data

Personal data can be accessed and rectified in the user profile of the online shop. When a purchase has been made without a user account, personal data can be accessed through customer support.

Withdrawal of consent

Where personal data are processed on the basis of the customer’s consent, the customer has the right to withdraw his/her consent by notifying customer support by email.

Storage

Personal data are erased upon the closure of a customer account of the online shop, unless the storage of the data is necessary for accounting purposes or for the settlement of consumer disputes.

For online purchases made without a customer account, the purchase history is stored for three years.

In the event of disputes concerning payments and consumer disputes, the personal data are stored until the claim is satisfied or until the end of the limitation period.

Personal data needed for accounting purposes are stored for seven years.

Erasure

For the erasure of the personal data, customer support must be contacted via email. requests of erasure are responded to no later than within one month and the period of erasure shall be specified.

Transmission

Requests to transmit personal data submitted via email are responded to within one month. Customer support identifies the person and indicates what personal data are to be transmitted.

Direct marketing messages

Email address and phone number are used for sending direct marketing messages if the customer has given the respective consent. If the customer does not want to receive direct marketing messages, the customer should select the relevant link at the footer of the email or contact customer service.

Where personal data are processed for direct marketing purposes (profiling), the customer has the right to object at any time both to the initial and further processing of his/her personal data, including profiling related to direct marketing by notifying customer support thereof via email (the respective information must be submitted clearly and separately from any other information).

Dispute resolution

Disputes concerning the processing of personal data are settled through customer support (shop(at)portel.ee or phone +372-5045520). The supervisory authority is the Estonian Data Protection Inspectorate (info(at)aki.ee).

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PORTELSHOP
Voorimehe 5
10146 Tallinn
Estonia