Terms of service
Welcome to COTTONAKI!
OVERVIEW & INTRODUCTION
For the purposes of these Terms and Conditions is understood that the terms “we”, “us” and “our” refer to COTTONAKI. ‘COTTONAKI’ operates this store and it’s the owner of the website and online shop accessible via www.cottonaki.com, including all related information, content, features, tools, products and services in order to provide you, the ‘Customer, with a curated shopping experience (the “Services”). The ‘User’ or ‘Customer’ is any natural person, not a trader, who places an order via the website www.cottonaki.com.
You can easily reach us out through the email support@cottonaki.com, but please see SECTION 25 regarding other ways of CONTACT COTTONAKI and COMPANY’S LEGAL INFORMATION if needed.
The below terms and conditions, together with any policies referenced herein (these “Terms of Service” or “Terms”) describe your rights and responsibilities when you use the Services that we provide to you. They are intended to regulate the purchase and sale of COTTONAKI products, including registration, through the website www.cottonaki.com.
Please read these Terms of Service carefully, as they include important information about your legal rights and cover areas such as warranty disclaimers and limitations of liability.
By visiting, interacting with or using our Website and Services, you agree that you read and to be bound by these Terms of Service and Conditions and our Privacy Policy . If you do not agree to these Terms of Service or Privacy Policy, you should not use or access our Services.
SECTION 1 – WEBSITE ACCESS AND ACCOUNT REGISTRATION
1.1 To use the Services, including accessing or browsing our online store or purchasing any of the products or services we offer, the User can choose to create an account by filling in a form (available at www.cottonaki.com) and provide certain information, such as your email address, billing, payment, and shipping information. After registering, the User will have access to their personal account, where they can manage their preferences and keep track of all their orders.
1.2 It is also possible to purchase any of the products without first registering on the site.
1.3 From the moment the User logs into their account or submits an order, they are deemed to have accepted these Terms and Conditions.
1.4 The User represent and warrant that all the information provided in our store is correct, current and complete and that have all rights necessary to provide this information. Also, the User is solely responsible for maintaining the security of their account credentials and for all of account activity.
1.5 By agreeing to these Terms of Service, you represent that you are at least the age of majority in your state or province of residence, and you have given us your consent to allow any of your minor dependents to use the Services on devices you own, purchase or manage.
SECTION 2 – PRODUCTS
2.1 Our website is available to all users who wish to purchase our products, at any time of the day or week.
2.2 We have made every effort to provide an accurate representation of our products (its descriptions, details, specifications), and services in our online store. However, please note that colors or product appearance may differ from how they may appear on your screen due to the type of device you use to access the store and your device settings and configuration.
2.3 COTTONAKI does not sell used or low-quality products. All product information and photos are provided in detail.
2.4 All descriptions of products are subject to change at any time without notice at our sole discretion. We reserve the right to change or discontinue any product at any time and may limit the quantities of any products that we offer to any person, geographic region or jurisdiction, on a case-by-case basis. This includes prices, promotions and other commercial conditions displayed on www.cottonaki.com at any time.
SECTION 3 – ORDERS & PURCHASE PROCESS
3.1 In order to make purchases on Our website, the user must have a valid e-mail account and ensure that their browser is configured to accept cookies and pop-ups, in order to guarantee the best browsing experience in the online shop.
3.2 To make an online purchase, the user must follow these steps:
- Select the desired product(s);
- Add the chosen item(s) to the ‘Shopping Cart’;
- Enter your personal details, which will be stored in the COTTONAKI database as specified in our Privacy Policy;
- Review and confirm the order before proceeding with the purchase.
3.3 Once the user has completed the purchase, they will receive an email with confirmation of the order and information on the payment method selected.
3.3.1 Once payment has been completed, the user will receive another email confirming receipt of payment.
3.3.2 The invoice will be sent by email to the email address associated with the user's account once payment has been confirmed. The user is advised to download, save and/or print the invoice.
3.4 All orders placed can be accessed in the user's personal area at www.cottonaki.com.
3.5 In the case of deliveries in mainland Portugal, Islands (Madeira & Azores) and international shipments, delivery will be made by the carrier CTT, and the order will be sent to the address indicated from the User.
3.6. By submitting the order form, the user agrees to the Terms and Conditions of purchase described on the website, as well as COTTONAKI's Privacy Policy and Refund Policy.
3.7. COTTONAKI reserves the right to refuse or cancel confirmed orders in situations such as:
- Product unavailable at the time;
- Payment not made by one of the methods accepted on the site;
- Lack of payment confirmation;
- Incorrect or unverifiable billing information;
- Errors in the prices listed;
- Inability to deliver to the address provided by the user.
3.8 Please review your order carefully before submitting. In the event that we do not accept, make a change to, or cancel an order, we will attempt to notify you by contacting the e‑mail, billing address, and/or phone number provided at the time the order was made.
SECTION 4 – PRICES AND INVOICING
4.1 For the European Union countries, all prices displayed on www.cottonaki.com are inclusive of VAT (Value Added Tax) at the legal rate of 23%.
4.2 Prices are shown in euros (EUR), except in cases where location will automatically calculate and provide local currency.
4.3 Prices, discounts and promotions shown on www.cottonaki.com are subject to change without prior notice. However, the price charged for a product or service will be the price in effect at the time the order is placed and will be set out in your order confirmation email.
4.4 If an error is identified in the price of any product ordered, both COTTONAKI and the User may cancel the order up to the time of dispatch.
4.5. The total price shown at checkout includes taxes in force in Portugal and shipping costs, if applicable. Although, for other non-European Union countries, handling, customs or import charges, fees or taxes may apply. The same applies for returns.
4.6 Prices posted in our online store may be different from prices offered in other physical, online or other stores operated by third parties, since we may offer, from time to time, promotions that may affect pricing.
4.7 Once payment has been confirmed, the user will receive an electronic invoice by e-mail. This invoice must be downloaded, saved and/or printed.
SECTION 5 – PAYMENT METHODS
5.1 Purchases made at Our website can be paid for using the following methods: Google Pay: Apple Pay; Credit Card (VISA, MAESTRO or MASTERCARD); Multibanco reference (ATM reference code) and MBway for Portugal; Paypal; Shop Pay; Klarna.
5.2 COTTONAKI does not accept any payment method other than those mentioned above and is not responsible for payments made using unauthorised methods, nor will it reimburse the user for any losses resulting from such action.
SECTION 6 – SHIPPING COSTS
6.1. Shipping costs (to mainland Portugal, islands and abroad) vary according to the weight of the parcel and the carrier/way of shipping selected by the User. The corresponding amount is indicated in the shopping basket, allowing the user to view the shipping costs before finishing the purchase. Although we offer a free shipping rate on purchases of more than 99€ to Portugal and Spain (except islands), and above 150€ to other European countries.
6.2 Shipping costs include VAT at the legal rate of 23%.
6.4 No additional costs will be charged other than those specified at the time of ordering.
SECTION 7 – SHIPPING AND DELIVERY
7.1 Purchases made on www.cottonaki.com are limited right now to the countries that can be selected in the checkout process.
7.2 COTTONAKI processes and dispatches orders from Monday to Friday, between 10:00 and 18:00, excluding public holidays and non-working hours, according to the carrier's timetable. Regardless of the destination, for now, all shipments are sent by registered/tracking mail by CTT Expresso.
7.3 Delivery time in mainland Portugal is generally 24 to 48 working hours after confirmation of payment. For the islands, deliveries are made within 3 working days by registered post or up to 6 working days for Madeira and between 7 and 16 working days for the Azores by CTT Registered. Although, some exceptions to consider:
7.3.1 During promotions, sales or festive seasons, delivery times may vary.
7.3.2 In the case of items available ‘to order’ or on pre-sale, the delivery time will be adjusted according to the supply of stock.
7.3.3 We are not liable for shipping and delivery delays. All delivery times are estimates only and are not guaranteed. We are not responsible for delays caused by shipping carriers, customs processing, or events outside our control.
7.4 If the courier is unable to deliver on the scheduled date, the user will be contacted to arrange a new delivery date.
7.5 In the event of visible damage to the parcel, the user must refuse delivery and return it.
7.5.1 If this happens, the user must document the situation with photographs and send them to support@cottonaki.com so that the order can be returned free of charge.
7.5.2 Alternatively, the user can cancel the order and receive a full refund.
7.6 If the user does not receive the order within 30 days of payment, they should contact us by e-mail. After this deadline, COTTONAKI is not responsible for the loss of the parcel.
7.7 Orders are deemed to have been delivered when the delivery receipt is signed at the address indicated.
SECTION 8 – PROMOTIONS
8.1 Promotions on the website are valid for the period indicated, unless otherwise stated on the website.
8.2 COTTONAKI reserves the right to cancel any purchase made on the basis of spelling, price or other errors on the website.
SECTION 9 – RIGHT OF FREE CANCELLATION
9.1 The user may withdraw from the purchase up to 14 days after receiving the product(s), provided that:
- The products have not been used;
- They retain their original characteristics and intact labels;
- They are complete, including all the material sent in the order.
9.2 Returns can be made through the carrier CTT, in accordance with the Return and Refund Policy.
9.3 The customer is responsible for the return costs.
9.4 Products returned with signs of use may be refused and will not be refunded.
9.5 The right of withdrawal does not apply to personalised or open products which, for health or hygiene reasons, cannot be resold, such as pet clothing or personalised products, with the pet’s name, for example.
9.6 If the order is cancelled before dispatch, the amount will be refunded within 10 days.
SECTION 10 – EXCHANGES
10.1 The user may request an exchange of products, bearing the cost of returning the item. COTTONAKI will bear the cost of sending the new item (only to mainland Portugal).
10.2 Upon receipt of the return and confirmation that the products are in conformity, COTTONAKI will send the items requested for exchange.
10.3 For greater security, the user must use a reliable carrier for the return, as COTTONAKI is not responsible for any parcel loss.
SECTION 11 – DEFECTIVE PRODUCTS
11.1 If the product is defective, the user may choose to: Replace or Cancel the contract.
11.2 The user must report the defective product to support@cottonaki.com, attaching photos or videos of it.
11.3 If necessary, the user may be asked to send the product for analysis.
11.4 COTTONAKI will respond within 30 working days with a solution.
SECTION 12 – STOCK ERRORS
If a product ordered is not available, COTTONAKI will contact the user to offer the option of waiting for a replacement, exchanging the product or refunding the amount paid.
SECTION 13 – COMPLAINTS
Complaints sent to suport@cottonaki.com will be answered within 5 working days.
SECTION 14 – GUARANTEE
All products purchased on the site are guaranteed in accordance with applicable legislation.
SECTION 15 – EXCLUSION AND LIMITATION OF LIABILITY
15.1 COTTONAKI does not guarantee the continued operation of the website and may suspend services due to maintenance or updates.
15.2 COTTONAKI is not liable for damages caused by events of force majeure.
SECTION 16 – INTELLECTUAL PROPERTY
All the contents of the website (including but not limited to all trademarks, text, displays, images, graphics, product reviews, video, and audio, and the design, selection, and arrangement thereof) are the property of COTTONAKI or the Brands it sells, and are protected by copyright and/or other intellectual property laws, thus may not be used without written permission.
SECTION 17 – THIRD-PARTY LINKS
17.1 COTTONAKI is not responsible for the content of sites linked to its website. We are not liable for any harm or damages related to your access of any third-party websites, or your purchase or use of any products, services, resources, or content on any third-party websites. Please review carefully the third-party's policies and practices and make sure you understand them before you engage in any transaction.
17.2 Complaints, claims, concerns, or questions regarding third-party products and services should be directed to the third-party.
SECTION 18 – CHANGES TO TERMS AND CONDITIONS
You can review the most current version of the Terms of Service at any time on this page. COTTONAKI reserve the right to update, modify, or replace any part of these Terms of Service by posting updates and changes to our website, at any time without prior notice.
SECTION 19 – TREATMENT OF PERSONAL DATA
The rules on the treatment of personal data are detailed in the Privacy Policy, which can be viewed here, and certain personal information may be subject to Shopify’s Privacy Policy, which can be viewed here. By using the Services, you acknowledge that you have read these privacy policies.
SECTION 20 – PROOF AND ARCHIVE
COTTONAKI ‘s computer records are considered proof of communications, orders and payments.
SECTION 21 – LANGUAGE OF THIS AGREEMENT
The parties have agreed that this Agreement and related documents shall be written in English.
SECTION 22 – CONTACT & COMPANY’S INFORMATION
Questions about the Terms of Service should be sent to us at support@cottonaki.com.
Our contact information is posted below:
COTTONAKI (operated by YAEK CHYI LIM)
EMAIL: support@cottonaki.com
CORRESPONDENCE & TAX ADDRESS: Av. Republica da Bulgaria, 14, 2B
PHONE NUMBER: +351918340707
VAT NUMBER: 287751201
SECTION 23 – GOVERNING LAW
These Terms and Conditions are subject to Portuguese law.
Last updated: August 11, 2025