Changed your mind? Here is exactly how it works.

The short version

The rest of this page is the detail behind those four lines.

Your right to change your mind

Because you are buying at a distance, you may withdraw from the contract within 14 days without giving any reason. This right comes from EU Directive 2011/83/EU, applied in Portugal by Decreto-Lei n.º 24/2014.

The 14 days run from the day you, or someone you nominate other than the carrier, physically receives the goods. If the order arrives in several parcels, the clock starts when the last item arrives. You do not have to wait for delivery to withdraw — you can do it as soon as the order is placed.

Telling us is what stops the clock. Once you have told us inside the 14 days, you then have a further 14 days to actually send the goods back.

How to return something

Model withdrawal form

You are not obliged to use this form, and an email saying you want to withdraw is equally valid. It is reproduced here because the law requires us to make it available to you.

What we refund

We refund everything you paid us for the goods, plus the standard delivery cost of getting them to you. That last part is a legal entitlement and we are not going to pretend otherwise.

Two limits apply, both set by the same law:

• If you chose a delivery option more expensive than our standard one, we refund the standard cost rather than the premium you chose.
• If you are returning only part of an order, the delivery cost is not refunded, because we still had to deliver the rest.

The refund goes back to the payment method you used. We do not charge a restocking fee, and we do not issue credit notes instead of money unless you specifically ask for one.

Your bank or PayPal then takes its own few days to show the money. If it goes beyond that, tell us and we will send you the refund reference to give them.

The condition things come back in

You are entitled to handle the goods as you would in a shop — take them out, look at them, try them on to check the fit. That is expected and costs you nothing.

What you may not do is use them. Where handling goes beyond what was necessary to establish the nature, characteristics and functioning of the item, we may reduce the refund to reflect the loss in value. In practice that means an item returned worn, washed, altered, scented, marked or with the tags removed may not be refunded in full.

We will always tell you before making such a deduction, explain what it is for, and give you the option of having the item sent back to you instead.

What cannot be returned

Two narrow exceptions, both from Article 16 of the Directive. Everything else in our catalogue can be returned.

• Made-to-measure and personalised items. Goods cut to your own measurements or made to your specification are excluded from the withdrawal right, because they cannot be offered to anyone else. We tell you this before you commit to such an order, and it is repeated on the made to measure page.
• Sealed items unsuitable for return on hygiene grounds, once unsealed. This applies only where an item is supplied sealed for hygiene reasons and you have opened that seal. Sealed and unopened, it comes back like anything else.

Neither exception touches your rights if the item is faulty. A defective made-to-measure jacket is still a defective jacket, and the section below applies to it in full.

Faulty, damaged or wrong items

This is a different right from changing your mind, it lasts far longer, and nothing on this page limits it.

Under Portuguese law, Decreto-Lei n.º 84/2021 implementing EU Directive 2019/771, the legal guarantee on goods is three years from delivery. Within that period, if an item does not match its description, is not of the expected quality or is not fit for normal use, you are entitled to have it repaired or replaced, and where neither is possible or proportionate, to a price reduction or to cancel the contract.

If something arrives damaged, defective or simply not what you ordered:

• Email us with your order number and photographs of the item and its packaging. Do not send it back first.
• We arrange the return and we pay the postage. You should never be out of pocket for our mistake.
• We repair, replace or refund, including the original delivery cost.

The full statutory position is set out on our consumer rights and legal guarantee page.

Exchanges

There is no legal right to an exchange, but we do them anyway because it is usually what people actually want.

Tell us when you first get in touch and we will hold the replacement size or colour where stock allows. If what you need has gone, we refund instead rather than leaving you waiting on a restock that may not come. For a straight size swap we treat the outbound leg as our cost; if you are exchanging for something different, normal shipping applies.

Returns from outside the EU

The right of withdrawal and the refund deadlines above apply to consumers wherever we ship. Two practical points if your parcel crosses a customs border:

• Mark the parcel clearly as a returned good, not a commercial export. Getting this wrong is the single most common reason a return gets stuck or attracts a second charge.
• Any import duty or tax you paid on the original delivery was paid to your own government, not to us, so we cannot refund it. You can usually reclaim it directly from your customs authority once the goods have gone back — ask them for the procedure, and we will supply whatever documentation they want.

Returns from outside the EU naturally take longer to reach us. The 14-day refund clock starts from your proof of posting, so the distance does not cost you time.

If we do not agree

Tell us first, plainly, and give us the chance to fix it. If that does not work you have free routes that do not involve a lawyer: the Portuguese electronic complaints book and the consumer arbitration centres, both set out on our consumer disputes page.

Nothing on this page reduces your statutory rights. Where our wording and the law ever differ, the law wins.

Contact

Please write before posting anything back, so we can give you the correct return address for your country.