Returns and Exchanges

How do I make an online purchase?
  1. You can create your user account or proceed as a guest;
  2. You select the product and its desired size in our store and click on “BUY IT NOW”;
  3. If you want to add more products click on “ADD TO CART”;
  4. If you wish to finalize your purchase, check your order, and confirm that you agree with the terms and conditions. If you want an invoice with tax data, insert the name and VAT number, if not, proceed and click on “PROCEED TO CHECKOUT.”
  5. Fill in the shipping data: E-mail; Name; Surname and Full Address and Contacts.

Also:

  1. If you have any discount code to use, type it in “COUPON CODE” and click on “APPLY COUPON”. If you do not, go ahead and click on “PROCEED TO CHECKOUT.”;
  2. For Portugal, shipping is free. For other countries, choose the shipping option and click on “PROCEED TO CHECKOUT.”;
  3. Choose the payment method: Credit Card, PayPal, MBway or Multibanco Payment (if you choose MB, the order will only be processed after paying the MB reference generated in the next step);
  4. Finally, click on “PLACE ORDER” and your order summary will be generated (as well as the MB Reference if you have chosen this payment method).
  5. Then you must wait for them to arrive.

SHIPPING COSTS

Shipping costs are quoted according to the destination and some characteristics of the order:

PORTUGAL

  • Free Shipping
  • SPAIN

  • Fixed Rate: 5.00€
  • EUROPEAN UNION (Except Portugal and Spain)

  • Purchases between 0€ - 119€: 15.00€
  • Purchases between 119€ - 238€: 10.00€
  • REST OF THE WORLD (Except EU)

  • Purchases between 0€ - 119€: 20.00€
  • Purchases between 119€ - 238€: 15.00€
  • The shipping fees will be presented to you as soon as you enter your address and according to the total calculation of the products you intend to purchase.

    Can I place an order and send it to a destination other than my Nation?

    Of course! You must complete the delivery address correctly and leave the contact of the person responsible for receiving the order associated.

    Can I choose the delivery day and time?

    No, make sure that someone is present at the chosen delivery address.

    Do I have to pay customs or import duties?

    If you placed an order within the EU, you will not have to pay custom fees to receive your order. If you placed an order from outside the EU, it is possible that you need to pay custom fees. This depends on the customs laws in your country.

    Customs fees will not be covered by Shoevenir.

    Errors in addresses

    You are responsible for the veracity of the address information provided. In the event that there is an error in the address - in whole or partially - and a second shipment is required, you will be responsible for the shipping cost that a second delivery may incur. If you notice you have made a mistake soon after placing your order, contact us at info@shoevenirworld.com with the Subject Line: “Address Correction”, and we’ll make sure to correct it!


    EXCHANGES AND RETURNS

    Can I return my online purchase?

    Yes, you can return your order up to 14 days after receiving the order, if the products retain their original characteristics and without signs of use. Just send an email to info@shoevenirworld.com with detailed pictures of your product and reason to exchange. The shipping costs are not refundable in cases where the shipping had charges applied, and the refund of the returned items made in the same payment method chosen for the purchase after receiving and verifying the conformity of the returned product. If the returned items show signs of use, Shoevenir reserves the right not to accept the return and refuse to refund them.

    I made a mistake with the size/article/color of my order, can I replace it?

    It is not possible to replace products on orders completed autonomously, but, if the order has not yet shipped, you can request to change it by emailing us at info@shoevenirworld.com. If it has already shipped, you can wait for the receipt and then choose to make an exchange.

    Can I exchange my purchase online?

    You can exchange your orders one time per order without additional costs up to 14 days after receiving the products. The exchange can be made by size, color, or model and is subject to the stock available at the time of your order. The shipping fees to send the Shoevenirs back to us are supported by the client.

    How do I get a refund?

    The refund will be made with the same payment method chosen for online purchases. If you have selected to pay by PayShop or ATM Reference, we will make a bank transfer.

    When I return multiple orders, how is the refund made?

    The refund will be made by order using the payment method used at the time of purchase.


    DEFECTIVE ARTICLES

    If your product is defective, do not hesitate to let us know.

    Just follow these steps:

    • Send an email to info@shoevenirworld.com:
      • Attached: 2 or 3 clear photographs that clearly show the problem encountered in the product.
      • Email text: describe in detail the problem encountered.
    • Send your product to Shoevenir | Rua Cidade de Guimarães nº88 2º S/N | 4490-148 – Póvoa de Varzim | Portugal.
    • Your product will be analyzed in the laboratory. We will proceed with its repair if it is a simple and easy to solve problem, allowing the reduction of waste. This solution will only be possible if it does not bring any inconvenience to you. In case there is no possibility of repair, we make the replacement.
    • This process takes about 10 working days. 

    We assume responsibility for all our products if all the maintenance and cleaning standards for our footwear available on our website have been met.