RETURNS AND REFUNDS
POLICY EXCHANGES / RETURNS AND CANCELLATION
CANCELLATION
You should contact us by email sapatariascarocha1@sapo.pt to inform of your withdrawal.
You can cancel your order if it has not yet been shipped without any cost. If your order is already in transit you will have to bear the costs of shipping .
The amount to be refunded will be the amount paid minus shipping costs.
The refund will be made within 3-5 days from the arrival of the return to our facilities.
EXCHANGES / RETURNS
Maximum period of days to make the return / exchange are 30 days.
You can return / exchange the item in the following situations:
By withdrawal The customer will be able to return the item, as long as it keeps the original characteristics: label, proof of purchase and does not show any traces of use.
Once the initial conditions are confirmed, the customer will be refunded only with the value of the item (expenses related to the costs initially borne by the customer are not included).
When using the transport company our partner to proceed with the return, the amount of € 4.60 will also be deducted from the refund, related to the collection expense.
This refund can be done through a voucher to use in a next purchase or via bank transfer. If you live in the Azores or Madeira archipelagos you must send the item (s) in the original packaging by registered mail.
Exchange for size / color or other item If you want to exchange the item for another size / color or for other items you will have to inform it via email geral@sapatariascarochagold.com as well as we would like to send you a small description of the intended one inside the packaging. In case of exchange, this must be of equal or greater value than that stated in the initial order.
The exchange must be sent by the customer, he must properly pack the item in a package and send it to our address, the delivery of the new items is carried out by a courier from the carrier at the address you want.
You can also choose to exchange at one of our physical stores,
Carocha Gold, Amarante, Marco de Canaveses, Paredes, Vila Real, Vila Nova de Gaia and Maia (Shoe Hyper).
Continental Portugal
The product exchange process will be in charge of the customer, he must pack and send the item to our address Sapatarias Carocha Gold, Rua Cândido dos Reis nº323 4600-055 Amarante.
Azores and Madeira
If you live in the Azores or Madeira archipelagos you must send the item (s) in the original packaging by registered mail.
As soon as the item (s) is received, replacement / exchange items are sent.
Europe and other countries
If you live in a country other than mainland Portugal, you must send the item (s) in the original packaging by registered mail.
As soon as the item (s) is received, replacement / exchange items are sent.
By default of the item
The customer should contact geral@sapatariascarochagold.com via email informing about the product status and respective defects.
In the email you must attach a picture of the defect so that we can process your complaint.
If the defect or non-conformity is confirmed, a replacement of the item is made without any additional shipping cost.
In the event of a stockout, the entire amount paid will be refunded. The refund can be made through a voucher to use in a next purchase or by bank transfer.
Return / Exchange Procedure
Portugal
After internal validation that all requirements are met, the customer must pack the item, as well as attach a brief description of the intended item and send it to our address.
The pick-up service for defective items or poorly dispatched without fault of the customer, operates from Monday to Friday, from 9 am to 7 pm, and it is not possible to set a specific time, just a date.
On the date agreed between the parties, the courier travels to the location. In the absence of the addressee, a notice is left (if the mailbox is accessible) and, as a rule, a telephone call is made to agree on delivery (if directions are required). A new delivery attempt is made if it was not made the first time.
Azores and Madeira
If you live in the Azores or Madeira archipelagos you must send the item (s) in the original packaging by registered mail.
Europe and other countries
If you live in countries other than Portugal, you must send the item (s) in the original packaging by registered mail.
Address to send a return / exchange:
Sapatarias Carocha Gold
Rua Candido dos Reis nº323
Amarante
Portugal
You should place the item in the packaging without any trace of use together with the price tags, the respective invoice or proof of purchase and a brief description of what you want.
After receiving the items, they are replaced / exchanged (except in case of withdrawal) and / or reimbursed the amount to which the customer is entitled (if applicable), as soon as possible.
You can request a discount voucher in the amount of the amount to be refunded for use in future purchases in the online store Sapatarias Carocha Gold or the refund of the amount by bank transfer.
In case of reimbursement by bank transfer, you must send an email with your bank details (NIB/IBAN) to geral@sapatariascarochagold.com, so that the bank transfer can be carried out.
The refund will be made within 3-5 days from the arrival of the return to our facilities.
In case of doubt, do not hesitate to contact us, by phone (+351 255431907), e-mail (geral@sapatariascarochagold.com) or contact form.