General Terms & Conditions


  • Muse’s Soul Unipessoal Lda, headquartered at Rua da Mãe d’Água, No. 43, 2780-369 Oeiras, tax number 515 192 929, is the legitimate owner of the official website of brand ACQUARELL and whose domain can be found at





  • These terms and conditions regulate exclusively the purchase and sale made through ACQUARELL’s online store, between the Final consumer as the purchaser and Muse’s Soul Unipessoal Lda as the seller and apply to all visitors of
  • The navigation of the site, as well as the purchase of any product at, implies the acceptance of these general conditions of use and contract.
  • Is deemed to be the Final consumer, user or buyer, anyone who acts/buys with a purely personal purpose, outside your business or profession, without any intention to resell the items that are purchased at ACQUARELL online store.
  • Muse’s Soul Unipessoal Lda reserves the right to change these conditions of use and contract, without prior notice, as well as to modify at any time the information and commercial offer presented on products, prices, promotions, conditions and services, being that any changes will always be published on the website
  • Muse’s Soul Unipessoal Lda reserves the right to not process any order placed by users who are not end consumers or who do not conform to the general conditions of sale of Muse’s Soul Unipessoal Lda.
  • Customers should provide Muse´s Soul Unipessoal Lda, in the form of seller, an e-mail, or address details or any other form of contact, which are correct and complete and accept that Muse´s Soul Unipessoal Lda may contact you using the data provided, if needed.



  • It is specifically prohibited to insert links in our website for commercial purposes or without prior permission by Muse’s Soul Unipessoal Lda, as well as the use of the domain for abusive purposes will be susceptible to legal recourse by Muse’s Soul Unipessoal Lda.
  • In the event that you find links that allow you to access on other sites or references to the ACQUARELL online store, we inform you that Muse’s Soul Unipessoal Lda. has no responsibility for those links or pages, or their content.
  • We are strongly committed to the information present at  being free of typographical errors and we will proceed to its correction as soon as possible, whenever it occurs.



  • The prices and specifications of the products are subject to change without prior notice.
  • We will make every effort to ensure that the materials and colours are as reliable as possible in all products displayed for sale on our site, however we cannot guarantee the reliability of the images due to the quality of the browser and/or monitor used.
  • The confirmation of the purchase or order assumes that the purchaser acknowledges and accepts the general terms and conditions of sale of the website



Any visitor to the website undertakes to comply with these general conditions, by observing the following obligations:

–  It is forbidden to introduce, store or disseminate through ACQUARELL content which defamatory, obscene, injurious, xenophobic and/or of any other nature, which violates the general principles of law and public order;

–  Save, and do not disclose, your password to the site in order to prevent third parties from accessing your account and personal data;

–  Do not use false identities;

–  Provide your personal data and correct addresses so that Muse’s Soul Unipessoal Lda can duly process the orders.

The Final consumer is solely responsible for the accuracy of the personal data communicated to Muse’s Soul Unipessoal Lda and undertakes to immediately enter any correction and inform us through one’s registration account at

Muse’s Soul Unipessoal Lda denies any liability for any delay or impossibility of processing the order resulting from error or insufficient data communicated by the Final consumer, namely at the time of delivery.


To place an order with simply add to the virtual shopping cart all the products you wish to purchase, following all the steps so that it is successfully confirmed.

Placing an order is very simple:

– Browse our online store and choose the model you want to purchase;

– Customize your shoe to taste;

– Add a sole engravement to your shoe, if desired;

– Choose your size correctly, always measuring your foot, as shown on the image;

– Add your selected shoe to the shopping cart with the Add button;

– When you trust you already have chosen your shoe, click Finish;

– Then fill in your personal data in a very simple form (pay special attention when filling the address);

– Select the method of payment;

– Review your order;

– Proceed to payment, confirming your order;

– When you select the Finnish button at the end of the purchasing process, your order is confirmed and you will only have to wait for your shoes.

Once you have finished your purchase, you will receive an email confirming the transaction. If the data is not correct you should immediately request the necessary, change/correction.

In case of non-confirmation of payment or failure to comply with these terms and conditions of sale, Muse’s Soul Unipessoal Lda reserves the right to not accept your order or to cancel it in full or in part, even after confirming it. 



Muse’s Soul Unipessoal Lda only processes an order made by a customer after confirmation of its payment.

Muse’s Soul Unipessoal Lda only ships orders on weekdays. Thus, to estimate the delivery time of the orders, the weekends are not accounted for, nor the holidays. Any delay in the dispatch of your shoes, considering the estimated dates does not confer the right to compensation.

The fulfillment of all orders placed on the site is subject to the availability of the products. Muse’s Soul Unipessoal Lda tries to ensure that all items placed for sale on the site are in stock. However, Muse’s Soul Unipessoal Lda reserves the right to not accept any orders or cancel orders already confirmed for products that are no longer in stock. In case of unavailability of the product and/or rupture of stock, Muse’s Soul Unipessoal Lda will immediately inform the Final consumer of the partial or total cancellation of the order, and the purchaser is entitled to reimbursement of the respective amount paid.



Muse’s Soul Unipessoal Lda may not validate an order that does not have enough guarantee of good charging or when the order is incomplete or incorrect. In any of the aforementioned cases, Muse’s Soul Unipessoal Lda will inform the customer that the sales contract was not established and that Muse’s Soul Unipessoal Lda will not proceed with the sale, stating the reasons for such.

Muse’s Soul Unipessoal Lda reserves the right to refuse any order, irrespective of the reason and without liability for any damages or costs, as well as reserves the right to cancel any purchase even if it has already been accepted or Confirmed by Muse’s Soul Unipessoal Lda, namely in the following situations:

– The information contained in the invoice is not correct or verifiable;

– The order is flagged by the site’s security systems as an incorrect, irregular order, or an order liable of fraud;

– When the payment transfer of the order has not been confirmed within 48 hours following the acceptance of your order;

– When it is not possible to deliver the order to the address provided by the user;

– It is considered that the purchaser did not have the capacity to perform that act;

– It is presumed  that the order comes from a reseller.



You will be able to pay for your products using your Visa, Mastercard and AmericanExpress credit/debit cards, MBWay, ATM reference or even through your PayPal account. We do not accept any other payment method other than those mentioned.

In payments using credit or debit card, all details (e.g. card number, expiration date or security code) will be sent through the PCI-DSS (Payment Card Industry Data Security Standards) to the company providing the Remote Electronic payment services, without third parties being able to access the information transmitted. This information will not be used by Muse’s Soul Unipessoal Lda, except to perform the operations necessary for purchase or reimbursement, in case of return in accordance with the exercise of the right of return, or for communication to the police in cases of fraud.

If you choose to pay by ATM, we will only initiate the processing of the order after we have received the payment. Therefore, with this method of payment, we advise you to proceed with it as soon as possible. 48 hours after the order is carried out, if we have not received any payment, the order will be cancelled.

We advise you to not attempt to make payments by any other means not specified on our website If you do, Muse’s Soul Unipessoal Lda will not be liable for the loss of payment or any other damages that may arise.



ACQUARELL online store uses the latest and most robust security technologies available for encryption platforms. All payment information you provide will be encrypted, from the initial time of your transaction, until the time the order is processed, and will not be stored on any public server.

Although we use highly evolved encryption software, any payment transmitted over the Internet, or through e-mail, carries some risks when the user does not take appropriate precautions and does not assume the proper conduct of responsibility.

  • Muse’s Soul Unipessoal Lda won’t be liable for any damage suffered resulting from the use of electronic means of communication, in particular of damages arising from failures or delays in the delivery of electronic communications, interception or manipulations of electronic communications by third parties or by computer programs used for communications or virus transmissions.



  • ACQUARELL recognizes the importance of protecting the personal data of its customers and all those who visit the website, and therefore developed a behavioral safety standard that meets all the requirements of the general regulation of data protection. To view our privacy policy, please click here.
  • If you have any questions about how we treat and protect your data, please contact us through e-mail at



  • Muse’s Soul Unipessoal Lda owns the company’s products until it has received full payment of all these products.



  • The prices of the products displayed on the website include the Value Added Tax (VAT).
  • The total price stated in the final menu includes taxes and shipping costs. Prices are quoted when confirming the order, which you can print or download for future use. Please transfer only the exact amount specified in the order confirmation.
  • Shipping fees are calculated on demand, and the exact shipping price will depend on the country where your order will be delivered.
  • Prices are all stated in Euros and any change regarding country of delivery of the order may have influence on prices due to transportation costs.



  • The products ordered from ACQUARELL online store will be shipped on weekdays from Monday to Friday, except holidays.
  • We can only guarantee the good delivery of an order if the shipping address is correctly indicated by the user.
  • A delivery is deemed concluded with the signature of the delivery receipt at the agreed address.



  • Shipping charges will be associated with the invoice.
  • In mainland Portugal and the archipelagos of Madeira and Azores the deliveries will be free.

Spain, France, Germany, Italy, Belgium, Russia, Luxemburg, Canada, UK and USA

Through DHL- Free shipping except for any location considered remote by the courier.  Any additional fees and import fees will be paid for by the customer to the distributor upon delivery. If you have any queries regarding your quote, please contact us at

Austria, Denmark, Finland, Ireland, Sweden, Netherlands and Switzerland

Through DHL – Flat cost of 20€ except for any location considered remote by the courier.  Any additional fees and import fees will be paid for by the customer to the distributor upon delivery.

We deliver worldwide. If your country is not mentioned on the allowed shipping list, the shipping quote will be calculated upon completing your order.

  • Orders sent to countries outside the European Union or with Customs and tax policies other than most European Union countries may be subject to taxes, customs duties and charges levied in the country of destination (import fees). The recipient of an international transfer may be subject to the import fees at the time this transfer arrives in your country. The recipient may incur additional customs clearance charges. ACQUARELL does not control these charges or can make an estimate. Customs policies vary widely from country to country, so the customer should contact the local Customs office for more information. When customs clearance procedures are required, there may be a delay in relation to the estimated time of dispatch.
  • The order is deemed accepted if, after receiving the order, the purchaser does not return it within the 14 days.



  • After registering your order, confirming the respective payment and all products available in stock, the Muse’s Soul Unipessoal Lda, undertakes to proceed to the shipment observing the delivery time of up to 4 weeks.
  • Muse’s Soul Unipessoal Lda won´t be liable for failure to comply or to be compliant with any obligation of dispatch, due to a major event, i.e. an event, act or omission, beyond its reasonable control.



  • Upon receiving the order, the customer has a period of 14 (fourteen) days to exchange or return the item. Keep in mind though that most of our products being personalized, the exchange or return might be subject to Acquarell’s evaluation.
  • The costs of exchanges and returns are supported by the customer.
  • Muse’s Soul Unipessoal Lda does not accept exchanges or returns of shoes with sole engravement.
  • We do not accept exchanges or returns of worn shoes or any kind of wear marks.
  • We only accept a single exchange and only in relation to the size.
  • To make an exchange or return send us an e-mail to with your order number, name and reason. Subsequently, our service team will send you a brief explanation of how to do it;
  • Please do not send items for exchange or return without notifying our team via e-mail,, as we will need specific information.
  • All exchanges and returns will be carefully analyzed by ACQUARELL, having the later the right to refuse them.
  • The exchange or return of orders from the purchaser must be carried out by the same carrier used for the delivery (DHL or CTT), as follows:
  • Use the same package where you received the order, ensuring that it is sealed. If the box has any labels, stickers or other materials from previous shipments, please remove them.
  • The collection will be made within a maximum of 3 working days after the request for exchange/return. You will be contacted by Customer Support services to schedule the product collection. If you are not at the address indicated at the time of collection, a new date/time collection will be scheduled to be agreed between the customer and the shipping company.
  • Collections are not held on holidays and weekends.
  • After we receive the product in our warehouse, the quality department will check if the shoe is in conformity with our requirements for the exchange or return. If so, the exchange will be confirmed, or the reimbursement completed.
  • Upon receiving the product, at our premises, we will proceed to it within 3 working days. If the return is confirmed, you will be refunded the amount using the same payment method. Value returns are only made to the account/card that issued the purchase. In case of an exchange, the shoe will be sent to the address indicated to us in the exchange process.
  • Your refund will be credited through the same method used initially. Shipping costs, import and customs fees will not be refundable. Refunds may take up to 15 business days to be credited to your account.



  • A promotional code enables the user to enjoy a promotion/discount for the purchase of one or more products, during the period indicated/associated with the promotional code/promotional campaign.
  • Promotional codes are personal and non-transferable. The sale, exchange or donation of a promotional code is not permitted. The customer holding a promotional code may not upload or make it available on any website or other public form of offering, donation, sale or exchange. The use of promotional codes for commercial purposes is not permitted.
  • The use of a promotional code is conditioned to a single use per product and per order. Promotional codes cannot be combined with any other promotions or special offers.
  • Promotional codes cannot be exchanged for money and will not be re-edited or refunded.
  • Without prejudice to any other rights, Muse’s Soul Unipessoal Lda reserves the right to immediately invalidate the promotional code issued if it suspects that it is being used in breach of the aforementioned assumptions.



  • Promotional offers or commercial campaigns disclosed in the website are only valid for the moment they are displayed and in accordance with the conditions set, unless otherwise communicated on the site.



Alternative dispute resolution is the possibility that all consumers have at their disposal to appeal to official entities to assist them in resolving, or guiding in any conflict, before opening litigation in court.

Customers who are defined as consumers by Law 144/2015 and who have celebrated contracts for the purchase and sale and/or provision of services have the right to resort to official entities that help them resolve any conflict that is the subject  of such contracts, without prejudice of resorting to judicial courts. The updated list of Alternative Dispute Resolution entities available in the terms of Article 17 of Law No. 144/2015 of 8 September are listed on the Consumer Portal, accessible through the For more information you can also consult Law 144/2015. Please be advised that in order to resolve disputes arising from online purchases, you can use a resolution system, called the “ODR – Online Dispute Resolution/ RLL Platform”, created by the EU. You can access such platform via the website: Online Dispute Resolution

In any case, you can contact one of the centers stated below:


Alternative Consumer Dispute Resolution Entities

CNIACC – National Center for Information and Arbitration of Consumer Disputes



CIMAAL – Algarve Consumer Dispute Information, Mediation and Arbitration Centre



Consumer Dispute Arbitration Center of the District of Coimbra



Lisbon Consumer Dispute Arbitration Centre

E-mail: juridico@centroarbitragemlisboa.ptPorto Consumer Information and Arbitration Center



Vale do Ave Consumer Dispute Arbitration Center / Arbitral Tribunal



Consumer Information, Mediation and Arbitration Center (Consumer Arbitral Tribunal)

E-mail: geral@ciab.ptConsumer


Dispute Arbitration Center of the Autonomous Region of Madeira




  • Muse’s Soul Unipessoal Lda will only be liable for damages incurred by the purchaser in the event of such damages resulting from violations attributable to the contractual obligations of Muse’s Soul Unipessoal Lda. To the Final consumer, or in the case of liability resulting from the applicable legal right.
  • Muse’s Soul Unipessoal Lda won’t be liable for damages incurred by third parties resulting from the use of any of our products. Muse’s Soul Unipessoal Lda cannot be held responsible for the damage suffered by the purchaser as a consequence of improper use of our products.
  • All products marketed by Muse’s Soul Unipessoal Lda are in conformity.
  • Muse’s Soul Unipessoal Lda declines any liability in the event of violation of the legislation of the country where the order is delivered. It is the Final consumer’s responsibility to check with the local authorities the conditions for importing or using the products you wish to order.



Muse’s Soul Unipessoal Lda has the right to amend these Terms and Conditions at any time. The purchaser is subject to the principles and terms in place at the date of the order.