Deadline
After receiving the order, the customer has a period of 15 working days to return or exchange the item.
Return costs are the responsibility of the customer, except in cases where there is a quality defect or an error attributable to Arezzo Portugal.
HOW TO EXCHANGE OR RETURN
Place your unused item in its original packaging, with the completed returns form (the form is received with your order).
Send the item to the address indicated on the form using any carrier you deem most suitable. If Arezzo Portugal covers the shipping costs for the reasons stated above, you will receive collection instructions via email / phone (Carrier, Collection Date, Code and label for collection).
*We do not exchange or accept returns for modified items.
SIMPLIFIED CTT RETURN:
Arezzo Portugal offers simplified returns via CTT, at a cost of €3.99, which is borne by the customer. Simply access the link: https://submission.ctt.loop-os.com/?instance_id=310
To use this service, customers must access the dedicated page on the CTT website, select the store where they made the purchase, and fill in the necessary information for the return, such as the order number, date, address details, and reason for return. After paying for shipping online, customers receive a return code, allowing them to drop off the parcel without needing to print documents or shipping labels. Returns can be made at one of the 3,000 CTT Collection Points, including CTT stores, CTT points, Payshop Agents, and Locky lockers.
EXCHANGE OR REFUND DEADLINES
After receiving the item at our facilities, we will process it within an average of 3 business days.
If you wish to exchange it for an item of lower value, a voucher will be issued for exclusive use in the online store, corresponding to the difference in value (excluding shipping costs), valid for a maximum period of 180 days. It is not possible to refund this difference by any other means.
In case of a return, the refund will be made using the same payment method used for the order (you must provide the IBAN if payment was made by bank transfer).
Please note that refunds by credit card or bank transfer may take up to 10 business days, depending on bank processing times. For PayPal payments, the refund may take up to 3 business days.
EXCHANGE AT OUR PHYSICAL STORE
After we confirm our support, the customer can exchange the item at a store. You should go to the indicated store with the item properly packed in its original packaging along with the return form. Exchanges can only be made for items of equal or greater value. For refunds, you will need to leave the item and await the process indicated above.
RETURNS AND EXCHANGES IN THE EUROPEAN UNION AND OUTSIDE PORTUGAL
If you are not entirely satisfied with your purchase, we offer the possibility of exchange or return within the established period. To facilitate the process, here are the details on how to proceed:
Returns
If you wish to return an item, the return is at the customer's discretion and expense. To ensure that the return is processed correctly, please follow the instructions below:
- Place the item in perfect condition and without signs of use in its original packaging.
- Fill in the return form that came with your order.
- Send the product to the address indicated on the return form, using any carrier of your choice.
Shipping Costs
The shipping costs for the return are the responsibility of the customer.
Please remember that we do not accept returns or exchanges of products that have been modified, such as items with marks, signs of use, or alterations of any kind.
For more information or if you have any questions, our customer support team is available. Contact us by email: support@arezzoportugal.com.
EXCHANGES AND RETURNS FOR NON-EU COUNTRIES
Unfortunately, orders placed from outside the European Union are not eligible for exchanges and returns.
DEFECTS AND QUALITY CONTROL
To report a defect concerning an item, please follow the link to fill in the information to be analysed by our quality department.
How to fill it in:
You must fill in all the indicated fields (Name, email and subject),
Select how you obtained the item,
Write a brief summary of the defect,
Attach 3 mandatory photos below:
1. Photo of the item;
2. Photo of the defect;
3. Photo of the sole
Request link: Defects and quality control form
We have 30 business days to analyse and respond.