FAQ

Orders for countries outside the EU may incur an extra fee plus import customs duties at the time they are received in the country of destination. Customs policies and import taxes vary depending on the country, and it is not possible to have control over expenses and the respective costs. We ship outside the E.U.

- Access your order history through the Login menu; - Save all your data and place the order faster; - Enjoy exclusive promotional campaigns for registered customers; - Possibility to create a Wishlist where you can save and manage your favorite items. - Possibility to manage stock alert notifications; - Consultation of your vouchers; - Possibility of making exchanges or returns in a practical and fast way.

Select the item/s you want as well as the color and size. After adding the items to the cart, you must finalize the order: confirm the desired items, if you have a promotional code, apply it and select the desired delivery method. If you are a registered customer, you can access it using your email and password. If you do not have a customer account, you can choose to register or proceed with the purchase without registration. Then confirm the delivery method, the billing address and, if you choose, fill in the tax number. The last step is to select the payment method. In the Credit Card or Paypal methods, you will be redirected to the payment page; if you choose Bank Transfer, select OffLine Payment and you will receive payment details in the order confirmation email.

Yes, it is possible to receive orders by phone or email, however, they will only be confirmed after payment has been made and the respective proof to be sent by email to jpgaudencio@gmail.com.

If the order has not yet been sent or shortly after confirmation in the store, it is possible to make the change by sending an email with the order number and respective change, or even by telephone referring to the desired item/size.

You must change the delivery address in your Client Area, however the address may not be possible to change the order already placed, so you must send an email with the change request to jpgaudencio@gmail.com or by phone if the order has not yet been shipped.

You will receive your invoice in duplicate, along with the order, one in the carrier's envelope and the other inside the box, you can also request that it be sent to you by email.

The Site's online store offers the User the following payment methods: Paypal, Credit Cards and Bank Transfer.

Verify that all credit card details have been entered correctly. If the problem persists, you should contact the card issuing bank and report the problem.

Yes, but only for orders for mainland Portugal. (Additional €3.90 for the billing service). For the rest of Europe you have to use the other available methods.

Usually the carrier contacts you directly to arrange the most suitable time for delivery.

We want you to be satisfied with the delivery of your purchase, so we offer you: Deliveries within 24 to 48 hours • Deliveries from Monday to Friday from 09:00 to 19:00 • Possibility of delivering to the desired address • Shipping tracking • Notification of receipt of order If the requested item is not available, we reserve the right to deliver. In this case, you will be informed of the situation and we will immediately refund the payments already received.

For international shipments and Islands, if the order value is equal to or greater than €200, shipping costs will be free, if the total value is less than €200, the rates in force (CTT) will be applied. Free shipping to mainland Portugal.

If it is in stock, we will deliver your order within 1-2 working days, otherwise, we will have to do it, and being a handmade product, it takes some time, however, we will try to meet delivery times between 10 and 15 days useful.

If you spend little time at home, you have the option of providing us with another address (for example, your workplace).

The carrier will try to deliver your order, contacting you directly to arrange the most suitable time for delivery. After 2 failed delivery attempts, a notification will be left in your mailbox and your order will be deposited at the CTT in your area of residence for 5 working days, if not claimed, it will be returned to the sender. Once the items are returned, we will notify you by email.

In our online store you have 14 days after receiving the order to return your item. The items must be in perfect condition and in their original packaging. The return of insoles or shoe care products is not allowed.

Keep in mind the following: • The item to be returned must be in perfect condition. • Along with the article you must deliver the respective original box or packaging. • Insoles or shoe care products cannot be returned. • Returns are always at the expense of the customer. We do not accept collection shipments. • Keep the receipt until the purchase price is refunded. • For complaints or claims, please contact our Services at jpgaudencio@gmail.com (Monday to Friday, 10:00 am to 7:00 pm, except holidays).

As soon as the returns arrive at our warehouse we send you an email.

No. If you return a product, you will not be refunded the shipping costs and we do not accept collection shipments.

It can. To touch an item, you must return it first. When returning the item, you will be refunded the amount paid. Then place a new order.

When the returned product arrives at our facilities and it is verified that everything is in perfect condition, a return order will be generated for the amount you paid (except shipping costs, if you have paid them). This process can take up to 14 days from the moment the goods are received. The consumer will be reimbursed for payments received and due, using the bank transfer payment method. You must indicate the NIB at the time of return.