Delivery & Return

RETURN POLICY

Before you proceed with the exchange or return of your item please verify our policy:

  • The item cannot be used, washed or damaged (we suggest that you try shoe styles in a carpeted surface before use);

  • The item should be in its original package;

  • Only returns done within the period of 15 days after the delivery date will be accepted;

  • The above-mentioned terms should be respected in a way that the entity Joaquim Filipe Vasconcelos Matos can evaluate the exchange or refund of the item.

After receiving the order, the client disposes of a 15-day period to return or exchange the item. The costs of return / exchange shall be supported as listed bellow:

  • When you request for an exchange of the item for another item, or for the same item in another size or colour, the shipping costs from the entity Joaquim Filipe Vasconcelos Matos to the client will be borne by the entity Joaquim Filipe Vasconcelos Matos. the shipping costs from the client to the entity joaquim Filipe Vasconcelos Matos will be borne by the client. If the client wishes to exchange an item for the second and following, the client must support the shipping costs. The entity Joaquim Filipe Vasconcelos Matos will advise in regards to amount in each specific case.

EXCHANGE/ RETURN (SHIPPING COSTS)

TROCA/ DEVOLUÇÃO DE PRODUTO

USER CLANDESTINO

RESHIPMENT

REEXPEDIÇÃO

CLANDESTINO USER

costs borne by the customer

Free

costs borne by the customer

Free

costs borne by the customer

Free

  • In case of return of items in good conditions, the client will support shipping costs.

  • In case of return of an item with a quality defect the entity Joaquim Filipe Vasconcelos Matos will always support the shipping costs. The shipping costs should not be higher than the one practiced by the logistic operator used by the entity Joaquim Filipe Vasconcelos Matos. In the last case it is used the logistics company that executed the last delivery.

To Return or Exchange a product please email us at contact@clandestino.pt with the indication of your order and invoice attached.

Is it possible to return my order in any physical store that sells Clandestinø products?

  • No return will be accepted in a physical store that sells Clandestinø products.

When and how will I receive the refund?

Once received the return request, the entity Joaquim Filipe Vasconcelos Matos will analyse and confirm its conservation status, and once the return is approved we will proceed your refund.

If the returned item is damaged or used, the entity Joaquim Filipe Vasconcelos Matos reserves the right to not accept the exchange/return and refuses the refund of the amount. Any tax or charge that are paid either by shipping, either with the return of the item will not be refund.

After receiving the item, and if all requirements of our Return Policy are confirmed, you will receive an email confirming that the refund will be processed. The time needed for the refund will depend on the payment method and can go until 15 days:

  • Bank transfer: The refund will be done by Joaquim FIlipe Vasconcelos Matos, after the client informs about bank account number and any other relevant information. Payment method available only in Portugal.

  • Paypal: The refund will be credited in your PayPal account and will be visible immediately. The deadline for the refund to be available in the card associated to your PayPal account depends on the cards policy of the bank that issued your card.