Terms of service
1. Entity
The Loja Virtual is managed by the company LISMARKETING Informação, Equipamentos e Produtos do Turismo de Lisboa, Unipessoal-Ldª with registered office at Rua do Arsenal no. 15 in Lisbon, Phone 210312800, Fax 210312819, Email info@lismarketing.pt, tax ID no. 505 077 132. The General Conditions of Contract and Use set out here are therefore agreed between the aforementioned company and the User or Customer wishing to make a purchase through the Loja Virtual online store installed on the shop.visitlisboa.com.
2. Terms of Use, Legal Notices and Acceptance thereof
Navigation in the Loja Virtual and purchase of any product implies acceptance of these General Conditions of Contract and Use by the user or customer, who should read the General Conditions carefully before searching or confirming the order;
LISMARKETING Informação, Equipamentos e Produtos do Turismo de Lisboa, Unipessoal-Ldª reserves the right to amend these General Conditions of Contract and Use, which are available for consultation at shop.visitlisboa.com;
3. Information about contents
Reproduction, transfer, distribution or storage of the contents of the Loja Virtual without prior authorisation granted by LISMARKETING Informação, Equipamentos e Produtos do Turismo de Lisboa, Unipessoal Ldª is prohibited for all purposes other than strictly personal use;
LISMARKETING Informação, Equipamentos e Produtos do Turismo de Lisboa, Unipessoal-Ldª reserves the right to modify at any time the information and commercial offer presented in respect of products, prices, promotions, commercial conditions and services;
Photographs of products shown in the Loja Virtual are merely for purposes of illustration; LISMARKETING Informação, Equipamentos e Produtos do Turismo de Lisboa, Unipessoal Ldª therefore recommends that customers consult the detailed description of the product for full information about its characteristics;
LISMARKETING Informação, Equipamentos e Produtos do Turismo de Lisboa, Unipessoal-Ldª is not responsible, directly or indirectly, for any information, content, statements or expressions that figure in the texts of the articles on sale in the Loja Virtual. Authorship of the products and their descriptions is the responsibility of the publishers, manufacturers and distributors of the articles in question;
Where information in the Loja Virtual does not correspond to the real characteristics of the product, the customer has the right to cancel the purchase agreement within the applicable terms of the law;
4. Placing an online order
To make purchases through the Loja Virtual it is necessary for the user to choose the product or service that they wish to purchase by placing all the selected articles or services and the corresponding quantities in the virtual shopping basket; the Customer must state in the form their country of origin, locality and postcode if they wish to know in advance the shipping cost and taxes on the product or service they wish to purchase;
The Customer then proceeds to the next page of the purchase form and registers with the Loja Virtual as Guest or User; in the latter case they will have to indicate their email and password for the purpose. If they wish to purchase the product or service as a guest, they simply go straight to the last page of the form, which precedes the payment page;
If the Client wants to issue the sale with a tax number, must fill in the field provided for this purpose. If its a company, it must be inserted the company name corresponding to the VAT number entered, as well as the address field.
Once the voucher has been exchanged for the product or service, it will no longer be possible to credit note the invoice issued or request a new invoice.
Any changes to data after processing the online order must be requested via e-mail to info@lismarketing.pt before exchanging the voucher!
Validation of the purchase request implies that the Customer has familiarised themself with and expressly accepts
The data recorded in the Loja Virtual constitute proof of all transactions between LISMARKETING Informação, Equipamentos e Produtos do Turismo de Lisboa, Unipessoal Ldª and the Customer. It is the responsibility of LISMARKETING Informação, Equipamentos e Produtos do Turismo de Lisboa, Unipessoal Ldª to archive the electronic document in which the agreement is formalised and to keep it accessible;
As soon as the purchase is complete, the Customer will receive an automatic email confirming the transaction. If the details are not correct, the Customer may immediately request their amendment or cancellation of the purchase made;
For purchases of products and services marketed in the Loja Virtual, LISMARKETING Informação, Equipamentos e Produtos do Turismo de Lisboa, Unipessoal Ldª accepts the following payment systems: Paypal, VISA, MasterCard Google Pay
5. Product availability and shipping costs
LISMARKETING Informação, Equipamentos e Produtos do Turismo de Lisboa, Unipessoal Ldª processes an order placed by a Customer only after the quantity available in stock has been confirmed and the order has been paid for. Lismarketing offers the option of in-store pickup, informing the client when the item is available for pickup, with a 30-day deadline.
In case of delivery option, the estimated date for despatch of articles, using CTT - Correios de Portugal, CTT Expressos and DPD and on the basis of these company's price list is shown to the Customer on the product or service fiche:
Postage is charged on all orders.
Orders are prepared only from Monday to Friday. Order preparation time after confirmation of stock availability is 48 hours + Estimated Shipping time according to the selected company and order destination.
Weekends and public holidays are not counted in the order despatch period.
The price list of the company CTT - Correios de Portugal, CTT Expressos and DPD shall be applicable.
LISMARKETING Informação, Equipamentos e Produtos do Turismo de Lisboa, Unipessoal Ldª accepts no responsibility for fulfilment of CTT - Correios de Portugal's, CTT Expressos or DPD estimated delivery time.
The estimated Shipping time is according to the selected company and order destination.
1) CTT - Correios de Portugal - dispatches only on fridays (orders till 12 p.m)
Europe - 6 - 18 working days
United Kingdom - 5 - 8 working days
Remaining countries -7 -12 working days
2) DPD - 48H Order preparation + Estimated Shipping time according to the order destination.
3) CTT Expressos - 48H Order preparation + Estimated Shipping time according to the order destination.
4) CTT Expressos Premium - USA and Canadá - 48H Order preparation + 7working days - Estimated Shipping time according to the order destination - 7working days - there are some delays on USA Customs
The shipping cost for an order placed with the Loja Virtual, is according to weight and order destination and is available for prior consultation on the first page of the purchase form, where the Customer indicates their country of origin, locality and postcode; thus the User or Customer can view immediately the shipping cost and taxes for the product they place in the Loja Virtual shopping trolley.
CTT Correios de Portugal - Order can't exceed 2Kg
DPD - Order can't exceed 5Kg
CTT Expressos - Order can't exceed 10kg
Postage is charged on all orders for Souvenirs.
Lismarketing cannot be held responsible for situations in which the courier is unable to deliver the parcel after notifying the customer of delivery.
Any delay in the shipment of items does not entitle the Customer to any compensation. Lismarketing will question the distribution company about the reason for the delay and open an enquiry procedure. If the customer has not received their parcel and there is no proof of delivery within 90 days, a full refund will be issued.
If the items are returned to their origin, Lismarketing will not be able to refund the order.
Services purchased in the Loja Virtual - Lisboa Card, tourist circuits - are available on the Customer's arrival in Lisbon from the Humberto Delgado Airport tourist information centre, tourist information centre and the east and west Terreiro do Paço tourist information centres, or any Askme Lisboa tourist desk: https://www.visitlisboa.com/en/p/useful-information
6. Prices and payments
All prices shown in the Loja Virtual catalogue include VAT at the applicable rate, according to the type of product or service.
Any change in the rate of VAT will be reflected in the price of products. Prices of products and services in the Loja Virtual may be changed at any time.
The Loja Virtual offers users one payment method: Paypal, Visa, Mastercard and others.
When purchasing articles in the Loja Virtual, the customer pays an overall amount corresponding to the article, packaging costs and shipment of the order.
When purchasing services, no additional amount is paid for shipment, as the services are available for immediate use by the Customer on arrival in Lisbon, at the Humberto Delgado Airport tourist information centre, tourist information centre at Terreiro do Paço and others: https://www.visitlisboa.com/en/p/useful-information
7. Cancellations, exchanges and returns
The customer may cancel their order at any time prior to the Voucher redeem or delivery thereof, with the right to a refund of all amounts paid as long as the voucher is still valid and has not been exchanged. After receiving the order, the Customer may exercise their right of cancellation within the terms foreseen by the law and set out below, in particular those established by Decree-Law no. 24/2014, of 14 February;
If an order is not paid for within a period of two days of the date on which it was definitively placed the purchase is automatically cancelled;
Within the terms of the provisions of Decree-Law no. 7/2004 of 7 January (as amended by Decree-Law no. 62/2009, of 10 March and Law no. 46/2012, of 29 August) on electronic commerce, LISMARKETING Informação, Equipamentos e Produtos do Turismo de Lisboa, Unipessoal Ldª reserves the right to cancel the order unilaterally whenever a programming error or a fault in the operation of its server occurs or the contractual offer arrives with an error;
In accordance with the applicable legislation, LISMARKETING Informação, Equipamentos e Produtos do Turismo de Lisboa, Unipessoal Ldª permits exchange or return of articles (cancellation of the agreement) within a period of 14 days of the date they are received by the customer, without payment of any indemnification and without having to state the reason;
The Customer has the right to terminate the agreement without incurring any costs within a period of fourteen days, counting from the day after the day on which the Customer takes physical possession of the item, or from the day after the day on which the Customer takes physical possession of the last item, where the consumer has ordered several items in a single order and the items are delivered separately;
In order to exercise their right of cancellation, the Customer must inform LISMARKETING Informação, Equipamentos e Produtos do Turismo de Lisboa, Unipessoal Ldª in writing that they wish to proceed with such cancellation, by way of a letter to be sent to the address indicated above or by electronic mail to the address info@lismarketing.pt, in which case they should use the following form: (link)
LISMARKETING Informação, Equipamentos e Produtos do Turismo de Lisboa, Unipessoal Ldª hereby states that it may withhold the refund until it has received the items exchanged or returned, or until the Customer presents proof of shipment of the items, whichever occurs first;
The Customer must exchange or return the items without unjustified delay, and at the latest within fourteen days of the day on which they notified LISMARKETING Informação, Equipamentos e Produtos do Turismo de Lisboa, Unipessoal Ldª of cancellation of the agreement.
In the event that they exercise their right to cancel the agreement, the Customer must bear in full the costs of exchange or return of the items.
In exchanging or returning items the Customer must abide by the following conditions:
- Items must be returned in good condition, with their complete original packaging and accompanied by the corresponding original invoice;
- CDs and DVDs must be in the original sealed cellophane and with the IGAC seal intact;
- Returns of services - Equipments tickets, Lisboa card (tourist pass), pre-paid taxi services and tourist circuits - are not accepted after expiry date, voucher redeemed or after they have been used;
The article may be sent duly packaged to:
LISMARKETING Informação, Equipamentos e Produtos do Turismo de Lisboa, Unipessoal Ldª Rua do Arsenal nº 7, 1100-038 Lisboa Portugal
All articles will be checked on arrival at the Customer Support Department and only those that meet the return conditions will be accepted for exchange or return;
In the case of returns, LISMARKETING Informação, Equipamentos e Produtos do Turismo de Lisboa, Unipessoal Ldª will refund the amount paid by the Customer; the Customer will be asked to provide their IBAN and SWIFT CODE so that the corresponding payment can be processed;
In the event that the Customer has received damaged articles, LISMARKETING Informação, Equipamentos e Produtos do Turismo de Lisboa, Unipessoal Ldª will schedule collection of the articles from the address of the original order, at no cost to Customer;
Refunds will be made only after the condition of the product has been checked;
LISMARKETING Informação, Equipamentos e Produtos do Turismo de Lisboa, Unipessoal Ldª reserves the right not to accept articles that do not meet these conditions.
In the event of an unclaimed order being returned, LISMARKETING reserves the right not to issue a refund or reshipment
8. Applicable legislation and venue
All purchases made in the Loja Virtual are subject to Portuguese legislation. Any dispute or divergence of interpretation of the General Conditions of Contract and Use shall be submitted to the competent Portuguese court.
Venue: Lisbon district court, in Portugal.
9. Property rights
All contents of the Loja Virtual, namely texts, photographs, images, illustrations, marks and advertising, are protected by copyright and related rights, and may not be used outside the Loja Virtual without the prior written consent of LISMARKETING Informação, Equipamentos e Produtos do Turismo de Lisboa, Unipessoal Ldª; usurpation, counterfeiting, exploitation of usurped or counterfeited content, unlawful identification and unfair competition are expressly prohibited and are punishable under criminal law.
LISMARKETING Informação, Equipamentos e Produtos do Turismo de Lisboa, Unipessoal Ldª reserves the right to take legal action against the authors of any copy, reproduction or other unauthorised use of the content of the Loja Virtual by third parties.
These General Conditions of Contract and Use were updated on March 12th, 2026.
