DELIVERIES AND RETURNS
DELIVERY POLICY
eliteshoes provides the shipping method presented. In mainland Portugal, delivery of items is free for amounts over €100.
If there are associated shipping costs, these are displayed when registering the order in store and may vary depending on the characteristics of the order, the region of destination, the weight and/or value of the order, among others.
Order shipping processing
Orders are dispatched from Monday to Friday, and orders placed on the weekend or holidays will be processed on the next business day.
An order will only be dispatched after payment has been validated. When the order is shipped, the customer will receive an email where they can confirm the tracking code to track the delivery information.
The expected delivery time may vary depending on the shipping service contracted or depending on the deadline set out in the description of the shipping method.
Trofal SA is not responsible for delays and/or damages caused in transportation, by the post office, carriers or customs. However, it will do its best to minimize these delays.
Return policy
Framework
This return policy was drawn up based on current legislation and may be updated without prior notice.
Free Resolution and Return Period
Under the terms of Decree-Law no. 24/2014, of 14 February, amended by Law no. 47/2012, of 28 July and by Decree-Law no. of 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 (in addition to the cost of returning the products) and without the need to indicate the reason, within 14 (fourteen) days, counting from the day 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 freely terminate the contract, they must communicate their decision by filling out an unequivocal declaration of termination of the contract by sending an email to info@eliteshoes.pt , requesting the Free Termination form within the aforementioned period or indicate via the same email info@eliteshoes.pt explicitly that you intend to terminate the contract.
Contact made by email must refer to the following data:
- Name;
- Telephone contact;
- Order number;
- Order date;
- Date of receipt of the order;
- Number of products purchased.
Upon receipt of the request for free termination of the contract, a response will be given as quickly as possible.
Return conditions
For a purchase to be eligible for return, the items purchased must be in the same condition as they were delivered. They must also be returned in the original packaging and without signs of misuse or mishandling.
The following will not be accepted for return:
– Discounted products;
– Personalized products;
– Custom-made products;
– Products made according to the customer’s specifications.
Documentation
In order for the return process to be completed, it will be necessary to include sending the purchase invoice, proof of payment and return form.
Reimbursement
The refund of the value of the products, as well as delivery costs, will be full within 14 days from the date on which we are informed of the free resolution decision.
eliteshoes is not obliged to reimburse additional return costs as a different and more expensive product collection method than the one presented by us. If the collection of products from the customer is requested by eliteshoes , The refund process will begin upon receipt of the products. The customer will be notified by info@eliteshoes.pt regarding 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 in which the customer does not incur any costs as a result of the refund.
If you do not receive your refund within the indicated period, please check your bank account again. If you still do not confirm the deposit of the amount, also try to contact your bank manager. If you still don't have feedback, try contacting the bank. After these steps, you can contact our services via the number +351 262 925 300 (call to the national landline).
Exchanges
If you wish to exchange an item for another size, it must be returned in the original packaging and without signs of misuse or poor handling. Inside the box there must be an indication of the desired size.
If you have any questions, you can contact us by phone +351 964247013 ( call the national mobile network ) or by email at the following address: info@eliteshoes.pt
The article must be sent to the following address: Trofal SA, Footwear Factory, Estrada da Ribafria 47 2475-011 Benedita, Portugal.
Offers
If the item was offered, it will only be accepted for exchange upon presentation of the respective gift slip.
Transportation costs
The transport costs inherent to 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.
– Shipped returns may incur customs fees and/or other duties.
– Returned items must be declared as “returned products” in the customs section of the return label.
– We are not responsible for damaged or lost returns – use a trackable service.
OTHER COUNTRIES
– Returns must be sent via a 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 – use a trackable service.
For any questions, 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: 08:00 – 18:00 and Friday: 08:00 – 12:00)
- Email: info@eliteshoes.pt
- Address: Trofal SA Shoe Factory, Estrada da Ribafria 47 Apartado 18 2475-901 Benedita, Portugal.
