Shipping, Exchanges and Returns

How do I make an online purchase?

I will help:

  • You can create your user account or proceed as a guest;
  • You select the product and its desired size in our store and click on "ADD TO CART";
  • If you want to add more products click on "CONTINUE SHOPPING";
  • If you wish to finalize your purchase, check your order, confirm that you agree with the terms and conditions, if you want an invoice with tax data, insert the name and VAT number, if you do not proceed and click on "FINALIZE PURCHASE."
  • Fill in the shipping data: E-mail; Name; Surname and Full Address and Contacts;
  • If you want to collect at one of the Ponto CTT, consult the Ponto CTT available and fill in the address according to the Ponto CTT data you want and put the indication - CTT PARTNERSHIP:

Example:

  • If you have any discount code to use, type it in "DISCOUNT CODE" and click on "APPLY" if you do not go ahead and click on "CONTINUE TO SHIP";
  • For Portugal shipping is free, for other countries choose the shipping option and click on "PROCEED TO PAYMENT";
  • Choose the payment method: Credit Card, PayPal, MBway, Amazonpay, Klarna or Multibanco Payment (if you choose MB, the order will only be processed after paying the MB reference generated in the next step);
  • If you want the billing address to be the same as the shipping address, click on "THE SAME SHIPPING ADDRESS"; if you're going to place another click on "USE A DIFFERENT BILLING ADDRESS" and fill in with the data you want;
  • Finally, click on "MAKE MY ORDER" and your order summary will be generated (as well as the MB Reference if you have chosen this payment method).
  • Then you have to wait for them to arrive.

SHIPPING

How much does Shipping cost?

Shipping varies depending on the country of destination and the products purchased under the following conditions:

PORTUGAL:

  • Free Shipping- € 0,00

SPAIN:

  • Standard Shipping - € 10,00

Between € 0.00 and € 49.99

  • Standard Shipping - € 5.00

Between € 50.00 - € 99.99

  • Free Shipping - € 0,00

More than € 100.00

EUROPEAN UNION (except Portugal and Spain):

(26 countries and regions)

  • Standard Shipping - € 15,00

Between € 0.00 and € 99.99

  • Standard Shipping - € 10,00

Between €100,00 and €149,99

  • Free Shipping - € 0,00

More than 150.00

REST OF THE WORLD (except EU):

(214 countries and regions)

  • Standard Shipping - € 20,00

Between € 0.00 and € 99.99

  • Standard Shipping - € 15,00

Between € 100.00 and € 199.99

  • Standard Shipping - € 0,00

More than € 200.00

 

What is the delivery time for my online order?

The delivery time for our products varies according to the place of destination of the order according to the following deadlines:

PORTUGAL:

  • 1-2 business days

SPAIN:

  • 2-3 business days

EUROPEAN UNION (except Portugal and Spain):

(26 countries and regions)

  • 3-4 business days

REST OF THE WORLD (except EU):

(214 countries and regions)

  • 4-5 business days

 

Who delivers my order?

In mainland Portugal, Islands and Spain deliveries made by CTT;

For other countries, deliveries made by FEDEX.

Can I place an order and send it to a destination other than my Nation?

Of course. You have to complete the delivery address correctly and leave the contact of the person responsible for receiving the order associated.

You can also choose to collect it at a Ponto CTT. There are lots of them: find out which one is closest to your area.

Can I choose the delivery day and time?

No, make sure that someone is present at the chosen delivery address.

In case you are unable to guarantee the reception as above, we suggest that you opt for a Ponto CTT, consult the available points and enjoy the flexibility of being able to pick up your order at the time provided by the Ponto CTT.

Will I be responsible for importduties and taxes?

If the order is sent to thecountries of the European Union, it will not be subject to any customs payment.If the shipment is made to other countries in the world(except EU), they may be subject to import duties and taxes that are assumed bythe customer.

EXCHANGES

Can I exchange my purchase online?

Yes, you can exchange your order up to 14 days after receiving it, as long as the products maintain their original characteristics and have no signs of use. To make an exchange you just have to:

· Download and complete the Online Return Form and send it to info@sanjo.pt with the order number identification in the subject of the email. In the "reason" field, indicate the reason for the exchange and which model and size you want.

· For orders delivered in Portugal, there is an Easy Return label (free return) inside the package of the order. You must deliver it to Ponto CTT together with the returned product, which must be packed so as not to damage the original box.

· For orders delivered in Spain, just indicate a day to schedule the pick-up at your address, in the same e-mail in which you send us the form.

· For deliveries in Portugal and Spain, Sanjo assumes the exchange at no additional cost once for each order. To exchange orders sent to the rest of Europe, the return costs are paid by the customer, but Sanjo assumes the costs of the second shipment.

· As soon as we receive the returned product, we will ship the requested new product.

All returns must be made to:

SANJO | Rua 5 de Outubro nº 484 | 4700-260 - Braga | Portugal

The exchange can be made by size, color or model and is subject to the stock available at the time we receive the return.

If the returned items show signs of use, SANJO reserves the right not to accept the exchange.

NOTE: For exchanges and returns coming from countries outside the European Union, it is extremely important to indicate, at the post office, that the delivery of the item is due to an exchange or return. In this way, the customs process is facilitated.

See the instructions for filling out the online return form here.

I have already filled out and submitted the online return form and would like to modify it, how can I do it?

Simply download a new Online Return Form and fill in according to the changes you want to modify. Then send it back to us. We will take into account the last form received.

RETURNS

Can I return my purchase online?

Yes, you can return your order up to 14 days afterreceiving it, as long as the products maintain their original characteristicsand no signs of use. To make a return you just have to:

• Download and complete the Online Return Form andsend it to info@sanjo.pt with the order number identification in the subject ofthe email. If payment for the order has been made through the MBway service or ATM references, you must mention, in the same email, the Iban to which you want the transfer of the refund amount to be made.(In case the payment was made by Paypal or Visa, the refund of the returned items is made in the same payment method chosen for the purchase after receipt and verification of the returned product's conformity.)· 

 • For orders delivered inPortugal, there is an Easy Return label (free return) inside the package of theorder. You must deliver it to Ponto CTT together with the returned product,which must be packed so as not to damage the original box. 

 • For orders delivered in Spain,just indicate a day to schedule the pick-up at your address, in the same e-mailin which you send us the form. 

 • Shipping costs are not refundable in cases where shipping costs were applied.

All returns must be made to:SANJO | Rua 5 de Outubro nº 484 | 4700-260 - Braga | Portugal

If the returned items show signs of use, SANJO reserves the right not to accept the return and refuse their refund.

NOTE: For exchanges and returns coming from countries outside the European Union, it is extremely important to indicate, at the post office, that the delivery of the item is due to an exchange or return. In this way, the customs process is facilitated. 

See the instructions for filling out the online return form here.

I have already filled out and submitted the onlinereturn form and would like to modify it, how can I do it?

Simply download a new Online Return Form and fill inaccording to the changes you want to modify. Then send it back to us. We will take into account the last form received.

 

DEFECTIVE ARTICLE

If your product is defective, do not hesitate to let us know. 

 Just follow these steps: 

  •  Send an email to info@sanjo.pt: 
    • Subject of the email: ”Complaint # 1001” (after the cardinal, put your order number). 
    • Attached: 2 or 3 clear photographs that clearly show the problem encountered in the product. 
    • Email text: describe in detail the problem encountered. 
  • Send your product to SANJO | 5 de Outubro Street nº 484 | 4700-260 - Braga | Portugal. 
  • Your product will be analyzed in the laboratory. We will proceed with its repair if it is a simple and easy to solve problem, allowing the reduction of waste. This solution will only be possible if it does not bring any inconvenience to you. In case there is no possibility of repair, we make the replacement. 
  • This process takes about 10 working days. 

We assume responsibility for all our products as long as all the maintenance and https://www.sanjo.pt/pages/faqs standards for our footwear available on our website have been met. You can confirm here: https://www.sanjo.pt/pages/faqs. After a complaint, the product will be subjected to laboratory analysis and any non-compliance will be detected and, in this situation, Sanjo reserves the right to deny its repair / replacement.