Using this site, whatever you use it with.

The standard we work to

We aim to meet the Web Content Accessibility Guidelines (WCAG) 2.1 at Level AA, the standard referenced by the European Accessibility Act, Directive (EU) 2019/882, and by the European harmonised standard EN 301 549.

We say aim deliberately. We have not commissioned a formal third-party audit, so we are not going to claim full conformance. What follows is an honest account of where we actually are.

What works today

Each of these has been checked rather than assumed:

• Text and background colours are chosen to keep contrast legible at normal and large sizes.
• Every image on the shop and product pages carries an alt attribute; decorative images carry an empty one, which is the correct treatment so screen readers skip them rather than reading a filename.
• Checkout fields have visible labels, and required fields are marked in text as well as colour, so the requirement is not conveyed by colour alone.
• The site can be operated with a keyboard, and pages remain usable when zoomed to 200%.
• Pages reflow to small screens without horizontal scrolling, including the policy pages with wide tables, which scroll inside their own container rather than pushing the page sideways.
• Each page has a single main heading, and headings run in a sensible order rather than being chosen for their size.

What we know is still short

Listing these is more useful to you than a blanket claim of conformance.

• Third-party components. Embedded payment forms, the cookie banner and social media elements are produced by other companies and are not fully within our control. We choose providers partly on this basis, but we cannot rewrite their markup.
• Older product descriptions. Some predate our current standards and may have incomplete alternative text or headings used for emphasis rather than structure. We are working through the catalogue.
• The embedded map on our contact page is a Google component; the same address is given as plain text immediately above it, so nothing is available only inside the map.
• No formal audit. Our testing is our own. An independent review would probably find things we have not.

If something blocks you

Tell us, and be as specific as you can bear to be — the page, what you were trying to do, and what you use to browse. That makes it far more likely we can reproduce and fix it.

If you need information from this site in another format — a product’s measurements read out, a policy sent as plain text, help completing an order over email — ask and we will provide it. You should not have to fight the website to buy a jacket.

If our answer is not good enough

Come back to us first — an accessibility problem is usually a bug we have not seen rather than a decision we made. If that does not resolve it, you have routes that do not depend on our goodwill:

• The Portuguese electronic complaints book at livroreclamacoes.pt, which goes to the regulator rather than to us. Details on our complaints book page.
• The consumer protection authority in the country where you live, which can act on accessibility of services offered to consumers there.
• The free dispute routes on our consumer disputes page.

How we keep this honest

This statement is reviewed when we make significant changes to the site, and at least once a year. The date at the top is the last time someone actually checked the claims above rather than the last time the page was edited.

If you find something on this page that is no longer true, that is worth telling us about too.