Shipping & Returns

Before returning, verify that:

a) The article may not have been used, washed or damaged (we suggest that shoes be tried using shoehorn on a carpeted surface before using / using them);

b) The article should be in its original packaging;

c) Returns will only be accepted within 14 days after the date of delivery;

d) Separate returns of the same order will not be accepted;

e) The above conditions must be respected so that SOFTWALK can evaluate the reimbursement of the article.
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Upon receipt of the order, the customer has a period of 14 days to return or exchange his / her item (s). The costs of exchange / return defective products are borne by SOFTWALK (valid in Continental Portugal and Continental Spain for packages up to 2 kg and in case of first exchange). In subsequent exchanges or returns by withdrawal, the costs of postage € 10.00 will be borne by the customer.

How can I exchange an item I bought from the online store?

We only allow you to change the article by size, according to the conditions mentioned above and properly accompanied by the respective invoice. If you want to change to a different article, you must always select the Return option.

When and how will I receive the refund?
Once the returned order has been received, SOFTWALK will analyze and confirm its conservation status and, once the return has been approved, will receive the amount corresponding to the item returned in the same modality in which it is returned. made your purchase.

If returned items are damaged or worn out, SOFTWALK reserves the right not to accept the exchange / return and refuse reimbursement.

Any fees and taxes that have been paid either by shipping or by returning the order will not be refunded.

After receiving a return receipt, and if all requirements of our Return Policy have been confirmed, you will receive an email informing you that the refund will be processed.

The time taken to process the refund will depend on the payment method used, and may go up to 15 days:

a) Credit Card: The term for the refund amount to be credited to your account depends on the card issuing bank’s policy;

b) Multibanco Reference: The refund will be credited to your account upon receipt and verification of your return. When using this payment method, in case of return and to proceed to the reversal, you must indicate us your IBAN, which must be from the same billing country of the order. Without this information we will not be able to transfer the refund amount.

For online exchanges:

In case of Exchange, you can only choose the same size as the original Order.

You should contact SOFTWALK by email customercare@softwalk.pt, including the reason for the change and the size you want.