Exchanges and Returns

BEFORE PROCEEDING WITH THE RETURN, PLEASE CHECK THAT:

The item must not have been used, washed or damaged (we suggest that shoes are tried on on a carpeted surface before using/wearing them);
The item must be in its original packaging;
Returns made within 30 days of the delivery date will be accepted;
Separate returns of the same order will not be accepted;
The above conditions must be met so that ESC can assess the refund of the item.

After receiving the order, the customer has 30 days to return or exchange the item(s).

How can I exchange an item I purchased in the online store?

In ESC physical stores :

We allow exchanges of equal or greater value, in accordance with the conditions mentioned above and duly accompanied by the respective invoice.

In the ESC online store:

The exchange costs are borne by ESC (valid in mainland Portugal for packages up to 2 kg and in the case of a first exchange, in accordance with the table below. In subsequent exchanges, the €6 postage costs will be borne by the customer (except for duly identified quality reasons).

How can I return an item I purchased from the online store?

All returns must be initialized on the ESC website.

You must follow the instructions below:

Log into your Account;
In the "My Account" area, access the "Orders" menu;
Select the desired order;
Once selected, choose the "Request Refund" option;
Indicate the "Reason for Return";
Finish by selecting "Request Return";
Use the shipping label to deposit the order at a DPD PickUp point.

Origin	Term	Online exchanges	Exchanges in ESC stores	Online returns
Mainland Portugal (PT)	30 Days	Free ¹ via Pick-up point.	Free	Free Return ² – Via Pick-up point.
Portugal Islands (Madeira / Azores)	30 Days	Shipping of goods to Warehouse ³ - (Shipping costs borne by the customer)	Free	Shipping of goods to Warehouse ³ - (Shipping costs borne by the customer)

Valid only for the 1st (first) exchange of item(s), for each new order through the Pick-up points service. However, if the customer wishes, a collection can be scheduled at an address designated by the customer (Shipping costs borne by the customer);
Free Returns — Offer valid only for the 1st (first) return of item(s), for each new order through the Pick-up points service. However, if the customer wishes, a collection can be scheduled at an address designated by the customer (Shipping costs borne by the customer);
In case of 2nd (second) exchange of item(s) or Return by scheduling collection at an address indicated by the customer (Shipping costs borne by the customer). The cost of the service is €7.80, in Mainland Portugal and Spain, and this service cost is subject to change without prior notice;

Addresses - Shipping of goods to the warehouse:

ESC warehouse, Rua da Boca s/n 4815-640, Vizela, Braga.

ONLINE EXCHANGES:

In case of Exchange you must follow the instructions below:

Log into your Account;
In the "My Account" area, access the "Orders" menu;
Select the desired order;
Once selected, choose the "Request Refund" option;
Indicate the "Reason for Return";

Indicate the size/color or new model you want in the "Note" field;
Complete "Request Return";
If the value of the new item you want is higher, you will receive an email to make the payment of the difference;
You must use the shipping label to deposit the order at a DPD PickUp point and wait for receipt of the new order.

UNREGISTERED CUSTOMERS

If you placed your order as an unregistered customer, you can start the return procedure using the link sent in the Shipping Confirmation email and then proceed with the rest of the process.

Note : If you have several items to return in the same order, you will need to return or exchange them all at the same time. Once you have requested to return an item from an order, our website will not allow you to return or exchange it again.

When and how will I receive my refund?

Once the returned order has been received, ESC will analyze and confirm its condition and, once the return has been approved, you will receive the amount corresponding to the returned item in the same way you made your purchase.

If the returned items are damaged or worn, ESC reserves the right not to accept the exchange/return and to refuse to refund them.
Any fees and taxes that have been paid either for shipping or returning the order will not be refunded.

After receiving your return, and if all the requirements of our Return Policy have been met, you will receive an email informing you that the refund will be processed. The time required to process the refund will depend on the payment method used and may take up to 30 days:

Credit Card : the time it takes for the refund amount to be credited to your account depends on the policy of the bank that issued the card;
MB WAY: the time it takes for the refund amount to be credited to your account depends on the policy of the bank issuing the card associated with MB WAY;
PayPal : the refund will be credited to your PayPal account and will be visible immediately. The time it takes for the refund amount to be credited to the card associated with your PayPal account depends on the card policy of your card issuing bank;
Multibanco References : the refund will be credited to your account after we have received and verified your return. When using this payment method, in the event of a return and in order for us to process the refund, you must provide us with your IBAN, which must be from the same country as the billing country of the order. Without this information, we will not be able to transfer the refund amount.