DELIVERIES AND RETURNS
DELIVERY POLICY
Eliteshoes offers the shipping method shown. In mainland Portugal, delivery is free for items over €100.
If there are associated shipping costs, these are shown when registering the order in the store and may vary according to the characteristics of the order, the destination region, the weight and/or value of the order, among others.
Deliveries are not made to PO boxes and/or post office boxes.
Order shipping processing
Orders are shipped Monday through Friday, and orders placed on weekends or holidays will be processed the next business day.
An order will only be shipped after payment confirmation. Once the order is shipped, the customer will receive an email confirming the tracking code to track delivery information.
The expected delivery time may vary depending on the shipping service contracted.
Trofal SA is not responsible for delays and/or damage caused during transportation by the postal service, carriers, or customs. However, we will do our best to minimize these delays.
Return policy
Framing
This return policy has been prepared based on current legislation and may be updated without prior notice.
Free Resolution and Return Period
Under Decree-Law No. 24/2014 of 14 February, amended by Law No. 47/2012 of 28 July and by Decree-Law No. 78/2018 of 15 October, and Directive No. 2011/83/EU of the European Parliament and of the Council of 25 October,
The customer has the right to terminate the contract without incurring any costs (other than the cost of returning the products) and without needing to state a reason, within 14 (fourteen) days from the date of receipt of the order. After this period, it will not be possible to offer a refund or exchange of the product(s).
If the customer wishes to exercise the right to free termination of the contract, he/she must communicate his/her decision by completing an unequivocal declaration of termination of the contract sent via email to info@eliteshoes.pt , request the Free Termination form within the above period or indicate via the same email to info@eliteshoes.pt explicitly stating that you intend to terminate the contract.
Contact made by email must reference the data mentioned below:
- Name;
- Telephone contact;
- Order number;
- Order date;
- Order receipt date;
- Number of products purchased.
After receiving the request for free termination of the contract, a response will be given as soon as possible.
Return conditions
For a purchase to be eligible for a return, the items purchased must be in the same condition as they were delivered. They must also be returned in their original packaging and show no signs of misuse or mishandling.
The following will not be accepted for return:
– Discounted products;
– Customized products;
– Custom-made products;
– Products made according to the customer’s specifications.
Documentation
For the return process to be completed, you will need to include the purchase invoice, proof of payment, and return form.
Reimbursement
The refund of the value of the products, as well as the delivery costs, will be in full within 14 days from the date on which we are informed of the decision to withdraw.
Eliteshoes is not obligated to reimburse additional return costs due to a different and more expensive product collection method than the one we offer. If eliteshoes requests the collection of products from the customer , The refund process will begin after the products have been duly received. The customer will be notified by email at info@eliteshoes.pt. in relation to this process.
The refund will be made using the same payment method used by the customer for the initial payment, except in situations of express agreement and where the customer does not incur any costs as a result of the refund.
If you don't receive your refund within the specified timeframe, please double-check your bank account. If you still don't receive confirmation of the deposit, please contact your bank manager. If you still don't receive feedback, please contact your bank. After these steps, you can contact our customer service team at +351 262 925 300 (call to national landline network).
Exchanges
If you wish to exchange an item for a different size, it must be returned in its original packaging and without signs of misuse or mishandling. It must be accompanied by the sales document, including the order number and desired exchange size inside the box.
After the first exchange, shipping costs plus shipping.
If you have any questions, you can contact us by phone +351 964247013 ( call to the national mobile network ) or by email at the following address: info@eliteshoes.pt
The item must be shipped to the following address: Trofal SA, Footwear Factory, Estrada da Ribafria 47 2475-011 Benedita, Portugal.
Offers
If the item was offered as a gift, it will only be accepted for exchange upon presentation of the corresponding gift receipt.
Transportation costs
The shipping costs involved in the return are the sole responsibility of the customer.
International returns
In the case of an order delivered abroad, the return process is carried out based on the conditions mentioned above.
USA and CANADA
– Return shipping costs for returned orders are the responsibility of the customer.
– Returns sent may incur customs fees and/or other duties.
– Returned items must be declared as “returned goods” in the customs section of the return label.
– We are not responsible for damaged or lost returns – please use a trackable service.
OTHER COUNTRIES
– Returns must be sent via postal service.
– Returns will incur customs fees.
– Returned items must be declared as “returned goods” in the customs section of the return shipping label.
– We are not responsible for damaged or lost returns – please use a trackable service.
For any questions, please contact us:
- Telephone: +351 262 925 300 ( call to the national fixed network ) / +351 964 247 013 ( call to the national mobile network )
(available Monday to Thursday: 8:00 am – 6:00 pm and Friday: 8:00 am – 12:00 pm)
– Email: info@eliteshoes.pt
- Address: Trofal SA Footwear Factory, Estrada da Ribafria 47 PO Box 18 2475-901 Benedita, Portugal.
