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RETURNS & CANCELLATIONS


Cancelling order before delivery

1. You may cancel any order, provided it has not yet been shipped. If you have submitted an order and wish to cancel, please check the status of your order first by visiting the My Account link at the top right of the relevant Website. If the status of your order is Register we might still be able to cancel your order so contact our call centre (see help section of relevant website) to request an order cancellation. Our Customer Care service will request a cancellation of your order at our warehouse. If successful, they will send you an email and the cancellation will be free of charge. If cancellation was not possible, the products will be delivered to you, which you will need to refuse upon receipt. The products will be returned to us and your money will be refunded.

2. Defective product returns

You are entitled to return products delivered to you in the event that they are defective or otherwise not in conformity with your order when you received them.

You can do so within 2 months after you notice the defect. This does not affect your statutory rights. In the event your claim is justified, the purchase price and the shipping costs will be refunded. For practical information on how to return and on refund information see the Hepl/FAQ's section of the Website.

 

RETURNS POLICY
 
1. DEFECTIVE PRODUCT RETURNS
You are entitled to return products delivered to you in the event that they are defective or otherwise not in conformity with your order when you received them.

You can do so within 30 days after you notice the defect. The identification tag must still be attached to the product.  We will fully examine the return product and will notify of your right to a refund (if any). In general, the refund will be processed within 10 working days and in any case, within 30 days of the day that you received the e-mail confirmation of the return right. Refunds will be issued based on the original form of payment. 
This does not affect your statutory rights. 

2. RETURNING PRODUCTS FOR WHATEVER REASON
If you are for whatever reason not happy with the products you ordered, you may return the products delivered to you within 30 calendar days after delivery, as long as:

  • http://salsa_static.eurocdnpro.net/sysimages/list-icon.png);">the products are unwashed and not used in any way (you are allowed to try garments or shoes on for fit, unless we have indicated otherwise - but you cannot wear them)
  • http://salsa_static.eurocdnpro.net/sysimages/list-icon.png);">the product is in its original, undamaged packaging (a carefully opened package will not be considered damaged)
  • http://salsa_static.eurocdnpro.net/sysimages/list-icon.png);">the product is complete: e.g. both items of a pair must be returned.

3. RETURNING GIFTS
At the moment, we cannot offer a product return to the person who has received it as a gift. In order to return the product, please contact the person who purchased the product for you and ask them to follow the procedure for returning orders as stated.

Refunds will be issued based on the original form of payment. 

4. EXCHANGE FOR ANOTHER ARTICLE OR SIZE

If you want to exchange an article for a different one or exchange the size please follow the steps below.

An article only can be exchange for other one with the same or higher value.

HOW TO PROCEED:
 
REGISTERED CUSTOMER

1ST STEP: FILL IN THE ELECTRONIC ONLINE RETURN FORM 
Go to the website store and click on Sign In and log in.

Select My Account and after Purchase History.

Click on Details, and then the Return/Exchange button.
Select the item you want to return and click in one of the 3 options.
Indicate why you are returning the item and click on the Continue icon.
Confirm the address where the order should be lifted and, if paid by bank transfer, please tell us your NIB, so we can make the return.
Click on Continue.

If you have several items to send back in the same order, you will need to place them together to exchange or return them. After you have requested the exchange or return of an item in the order, our site will not allow you to request another exchange or return.


2ND STEP: PLACE THE ARTICLE IN THE BOX
You can use the original packaging where the goods were delivered or other packaging, since it is not damaged.

In case you decided to use the original packaging, please empty it and just put the item you want to return.
Close the box and stick it.
If the box has a label, stickers or other materials from previous expeditions, please remove it and stick the return label, which was delivered with the order.
 
3RD STEP: COLLECT THE ARTICLE
The logistics provider (DHL Express or Chronopost for Portugal) will collect your order in the next working day. (The collections are not made on holidays and weekends.)

 
4TH STEP: REFUND
After fully examine the product we will notify you of your right to a refund (if any). The refund will be issued based on the original form of payment. 

 

 

NON REGISTERED CUSTOMER
If you've made your order as a not registered client you can start the return procedure through the link sent in Shipping e-mail Confirmation and thus continue with the remaining process.

If you have several items to send back in the same order, you will need to place them together to exchange or return them. After you have requested the exchange or return of an item in the order, our site will not allow you to request another exchange or return.

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