Frequently Asked Questions
On "My Account" tab you can check the status of your order, but in addition you will be notified by e-mail and/or text message of any changes in the status of your order.
If you made your purchase as a guest and want to know the status of your order, please contact Customer Service here.
Currently you can shop online in all countries of the European Union and most of America, Asia, Africa and Oceania. We do not ship to Russia and Ukraine.
Europe: Delivery can take 1-3 working days (express delivery); and 3-7 working days (standard delivery)
Rest of the World: Delivery can take between 1-4 working days.
Portugal Mainland: Delivery can take 1-2 working days
Madeira and Azores: Delivery can take 1-3 working days
Spain Mainland: Delivery can take 1-2 working days
Balearic Islands: Delivery can take 1-3 working days
Canary Islands, Ceuta, Melilla, Andorra & Gibraltar: Delivery can take 2-5 working days
If your order does not arrive on time, please contact Customer Service here so we can find out the reason for the delay.
If the delay was not caused by external factors such as holidays, weekends, festive dates, time zones, or customs clearance, we will refund the shipping cost.
Permanent holidays in the shipping country:
January 1 (New Year's Day); April 25 (Freedom Day); May 1 (Labor Day); May 31 (Corpus Christi); June 10 (Portugal Day); August 15 (Assumption of the Virgin Mary); October 5 (Implantation of the Republic); November 1 (All Saints' Day); December 1 (Restoration of Independence); December 8 (The Virgin Mary Immaculate Conception Day); December 25 (Christmas Day).
If you did not receive one of the articles of your order, check that you did not receive an e-mail informing you that one of the articles was not available. In this case we will refund the amount corresponding to the article.
If you have not received an e-mail, please contact Customer Service here and we will reply as soon as possible.
We only sell articles in perfect condition, so if you ever receive an article that is not, please enter the Exchange and Returns Platform here and finalize the process of returning the article (attaching a photo of the defect). After scheduling the pickup, the official brand will be notified and will evaluate the defect. Upon validation, we will replace the article within 7 days at no extra cost to you.
If occasionally you receive an article that you did not order, also enter the Exchange and Returns Platform here and finalize the process as transcribed in the paragraph above.
Returns are always free, i.e. returning your order to our warehouses does not cost you anything.
The articles must be in their original condition, they must not look used and must still contain all labels. We do not return articles that have signs of use, have no label, or without the presentation of the invoice.
Put the articles and the invoice in the original packaging. If you no longer have the original packaging or it is damaged, you can use a different packaging. However, we are not responsible for any damage during shipping.
Enter the Exchange and Return Platform here and complete the process until the pickup appointment. After that you will receive the complete return status by e-mail. This method of return is automatic and autonomous, so you will not have the intervention of our team. If you have any questions, please contact Customer Service here.
- - We do not do returns on orders with more than 30 working days from the date of invoice.
- - If you decide to send an article back to us, either for exchange or return, without going through the normal return process, you will be 100% responsible for all costs and possible damage or loss.
- - You do not need to return products offered by us, such as masks. Just keep them and enjoy the gift.
- - The exchange process can take between 3-7 working days and the refund process up to 20 working days (in the months of November, December, January, July and August, these deadlines may change up to 30 working days for exchanges and 40 working days for refunds).
- - All orders, placed between November 1st and December 31st 2022, have an extended period for exchanges or returns until January 31st 2023, as long as the products show no signs of use or misuse.
You have 30 days from the date indicated on the invoice. All orders, placed between November 1 and December 31, 2022, have an extended return period until January 31, 2023, as long as the products show no signs of use or misuse.
The exchange process can take between 3-7 working days and the refund process up to 20 working days (in the months of November, December, January, July and August, these times may change up to 30 working days for exchanges and 40 working days for refunds).
In any of the cases below, please contact Customer Service here and we will sort the situation out as quickly as possible.
- Within the first 2 hours you can cancel or exchange the products you have ordered.
- - If it has been more than 2 hours, but less than 8 hours after you placed your order, you can cancel it at no charge.
- - If more than 8 hours have passed since you placed your order, we will not be able to cancel it. However, once we receive your order, you may exchange or return it.
- - If you have made a mistake in the delivery address, and regardless of whether your order is in transit or not, it will always be possible to change the address.
If you want to place an order with a gift card or discount code, follow the steps below:
1. Once you have added all the items you wish to purchase to your shopping cart, proceed to checkout.
2. At checkout you will have a field to enter your code.
About discount code:
- - A discount code is a code that offers you a percentage discount on the final amount of your purchase.
- - A discount code has the expiration date announced in each campaign.
- - You can only use one discount code per purchase.
- - You cannot use a discount code together with a gift card.
- - The discount code must be transcribed without errors: you must respect upper and lower case letters, as well as spacing and digits.
About gift card:
- - The main purpose of a gift card is to offer someone a card charged with money in order for them to purchase articles in our online store.
- - The gift card contains a code that can be used at checkout multiple times until the limit is reached.
- - You cannot use a gift card together with a discount code.
- - The gift card is valid for 12 months from the date of payment.
- - Your gift card can only be used while it has enough credit.
If you want to buy a gift card you can do it here.
You can pay by credit card (Visa, Visa Electron, Mastercard, American Express), Paypal, BanContact, iDeal, Sofort, Apple Pay, Klarna, MBWay (exclusive for Portugal), with cash, on delivery (exclusive for Portugal and Spain).
We do not accept checks.
Yes, in the payment process you can indicate a different shipping address than the one you entered when you registered.
Yes, it is possible. Follow the steps below:
- 1. In the 'Shipping Address' field write your details, including the address where you want to receive your order.
- 2. Then continue to the payment method and click on the option 'Use a different invoice address'.
- 3. In the following fields enter the details of the company to which you wish your order to be invoiced.
You can also do the reverse, if you want the order to be invoiced personally, but sent to your company or to another address.
The invoice will be sent with your order. If you would like to receive the invoice in electronic format, please go to "My Account" and download the invoice.
Yes, you can. Log in or create an account so you can add the articles you like the most to your favorites list. Your favorite products will be saved and can be viewed at any time.
If the article you like is not available in the size you want, all you have to do is go to the product page of the article you like, click on "Out of stock? I want it!", choose the size you want, enter an e-mail to which we will send a notice when the size is available again.
Our newsletter is a weekly e-mail containing exclusive offers, discount codes, information about new products and promotions. If you want to join our newsletter, look for the field that says "Subscribe to our newsletter" and enter your e-mail address.