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 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:
SPAIN:
- Standard Shipping - € 10,00
Between € 0.00 and € 49.99
- Standard Shipping - € 5.00
Between € 50.00 - € 99.99
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
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:
SPAIN:
EUROPEAN UNION (except Portugal and Spain):
(26 countries and regions)
REST OF THE WORLD (except EU):
(214 countries and regions)
Who delivers my order?
In mainland Portugal, Islands and Spain deliveries made by CTT;
For other countries, deliveries made by DHL.
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.
EXCHANGES AND RETURNS
Can I return my online purchase?
Yes, you can return your order up to 14 days after receiving the order, as long as the products retain their original characteristics and without signs of use. Just fill in the Online Return Form and send it to info@sanjo.pt. The shipping costs are not refundable in cases where the shipping had charges applied, and the refund of the returned items made in the same payment method chosen for the purchase after receiving and verifying the conformity of the returned product. If the returned items show signs of use, SANJO reserves the right not to accept the return and refuse to refund them.
See the return instructions here.
I was wrong on the size/article/color of my order, can I replace it?
It is not possible to replace products on orders completed autonomously, however, if it has not yet shipped, you can request a change to it via email info@sanjo.pt, or if it has already shipped, you can wait for the receipt and choose to exchange.
I have already filled in and sent the return form online and would like to modify it, how can I do it?
Sure. Just download a new Online Return Form and fill in according to the changes you want to modify and send it to us again. We will take into account the last form received.
Can I exchange my purchase online?
You can exchange your orders one time per order without additional costs up to 14 days after receiving the products.
The exchange can be made by size, color, or model and is subject to the stock available at the time of your order.
You must complete the Online Return Form, in the "reason" field, indicate the desired model and size, and send it to info@sanjo.pt.
As soon as we receive the product exchanged accordingly, we send the new order.
Consult the exchange instructions here.
Can I return several different orders in the same shipment?
You can too. To do this, you must fill out a custom order form and attach it to the email you are going to send to us, in the title. Put the numbers of the orders in question, and we will send a CTT Easy Return label to be able to deliver your order to a CTT Point near you to send to us.
How do I get a refund?
The refund will be made with the same payment method chosen for online purchases. If you have selected to pay by PayShop or ATM Reference, we will make a bank transfer.
When I return multiple orders, how is the refund made?
The refund will be made by order using the payment method used at the time of purchase.
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 cleaning standards for our footwear available on our website have been met. You can confirm here: https://www.sanjo.pt/apps/help-center#!hc-que-cuidados-devo-ter-com-os-meus-sanjo. 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.
