FAQs
When will my order ship and arrive?
All orders, except clearly stated, will be shipped within 1-2 business days after you the order takes place. A confirmation email with the tracking number will be sent to you when the order ships. If, for any chance you can’t track your package on the courier website, please contact us. Transit times will vary depending on your location but please allow 1-2 business days in the European Union and most states in the USA for your order to be received. Other International locations we may take 2-3 business days.
Can I follow my package?
A tracking number will be sent so you can follow your package throughout the way. You’ll be notified when your package is dispatched, and receive a tracking number and the name of the courier in charge of your shipment.
Do you ship internationally?
We ship worldwide. For rates and more info please check our Shipping Policy.
TAXES & DUTIES:
EUROPEAN UNION, UK, SWITZERLAND, NORWAY, USA, AUSTRALIA, NEW ZEALAND & SINGAPORE
All duties, customs and taxes are included, meaning nothing will be charged.
REST OF EUROPE & REST OF THE WORLD
You may be subject to local import taxes and duties once your package reaches your country. We have no control over these charges and cannot predict what they might be, meaning all additional costs with taxes, duties and customs charges.
Will I be charged taxes & duties?
EUROPEAN UNION, UK, SWITZERLAND, NORWAY, USA, AUSTRALIA, NEW ZEALAND & SINGAPORE
All duties, customs and taxes are included, meaning nothing will be charged.
REST OF EUROPE & REST OF THE WORLD
You may be subject to local import taxes and duties once your package reaches your country. We have no control over these charges and cannot predict what they might be, meaning all additional costs with taxes, duties and customs charges.
What if my item arrives damaged, defective or incorrect?
Please contact us, with a picture of the damage or the wrong item you received, as well as your order number and contact details.
What forms of payment do you take?
We accept payment by debit card, credit card, Paypal, Amazon Pay, Apple Pay, G Pay, Amazon Pay, Klarna and other payment methods specific to your geographic location. Additional local payment methods are available and viewable upon checkout.
Where do I enter my promo code?
After confirming your cart and advancing to check-out, you can add the discount code provided.
Can I return/exchange an international order?
If it's as good as new, you have 30 days to return it. Please register your return/exchange at our Returns & Exchanges Portal.
How can I Return an item?
If it's as good as new, you have 30 days to return it. Please check our Policy. Then, please register your return at our Returns & Exchanges Portal.
Portugal: All orders are shipped with a prepaid return label inside. Please use it for scheduling a collection or drop your package at the closest DPD Pick-Up Point. Once a package is received, checked and approved, a reimbursement to your original payment method will be issued within 5 working days for the total order value, excluding shipping costs.
EU, UK & USA: A return label will be provided upon completion of the return form. Please use it for scheduling a collection or drop your package at the closest DHL or UPS Pick-Up Point. Once a package is received, checked and approved, a reimbursement to your original payment method will be issued within 5 working days for the total order value, excluding shipping costs.
NOTE: For all online and in-store purchases made between 17 Nov - 25 Dec, enjoy extended exchanges until 31st of January.
How Can I Exchange an item?
If it's as good as new, you have 30 days to return it. Please check our Policy. Then, please register your return at our Returns & Exchanges Portal.
Portugal: All orders are shipped with a prepaid return label inside. Please use it for scheduling a collection or drop your package at the closest DPD Pick-Up Point. Once a package is received, checked and approved, a reimbursement to your original payment method will be issued within 5 working days for the total order value, excluding shipping costs.
EU, UK & USA: A return label will be provided upon completion of the return form. Please use it for scheduling a collection or drop your package at the closest DHL or UPS Pick-Up Point. Once a package is received, checked and approved, a reimbursement to your original payment method will be issued within 5 working days for the total order value, excluding shipping costs.
NOTE: For all online and in-store purchases made between 17 Nov - 25 Dec, enjoy extended exchanges until 31st of January.
Can I return Online Purchases in-store?
In-person Returns & Exchanges are available at these stores: Príncipe Real, Chiado, Amoreiras & Berlin.
Can I return two orders in one package?
For extra-communitary returns, each order will need to be returned separately. For orders within EU, there’s no problem with returning two orders in the same package. Please contact us with all the details.
How long should I expect the return/exchange process to take?
Returns: once a package is received, checked and approved, a full refund to your original payment method will be issued within 5 working days for the total order value.
Exchanges: once a package is received, checked and approved, we'll exchange it for the desired item within 2 working days, free of additional shipping costs.
Where can I find size charts & care instructions per product?
Size Charts: you can find all size charts above the Add To Cart Button on the product page.
Care instructions: Find all care instructions in the SIZING & CARE tab in the product page as well as in our Care Guide. Also, all Products have a care label attached. Please look for them on the inside label of your product.
What if the item I want is sold out?
Get in touch with us. We might have extra items at our shops.
Additionally, you can join the waitlist to be notified as soon as it's back in stock, by clicking the button available on the product page of the sold out item.
What is international pricing?
International pricing is calculated according to the current rate of exchange between the Euro and the local currency of the specified shipping destination. We reserve the right to update such exchange rates regularly at our sole discretion.