The conditions of every sale.

01The parties and what this document is

These conditions govern every contract of sale concluded at a distance through this website between you, as a consumer, and:

Nothing in this document removes or limits any right the law gives you as a consumer. Where a clause here and Portuguese consumer law disagree, the law applies and the clause does not.

02How an order becomes a contract

The sequence is deliberately short and there are no steps hidden inside other steps.

1. You add items to the cart. Nothing is reserved and nothing is owed at this point.
2. At checkout you give the details we need to deliver and to reach you, and you tick the confirmations shown there. The payment step stays closed until all of it is complete.
3. You pay. That is your offer to buy at the prices displayed.
4. We send an order confirmation by email. The contract is formed when we send that confirmation, not before.

If we cannot accept an order — the item is no longer available, the price shown was manifestly wrong, or we cannot ship to the destination — we tell you and refund the full amount, including any shipping paid, without deduction. We will not substitute a different model without asking you first.

The contract is concluded in English. A copy of these conditions as they stood on the day of your order is attached to your order confirmation.

03Prices, currency and taxes

All prices are in US dollars and include Portuguese IVA at 23% where it applies. The price you see on the product page is the price charged; shipping is shown separately in the cart before you pay.

• Standard shipping: $12, free on orders of $129 or more.
• Express shipping, where offered for your destination: $28.
• Orders shipped outside the European Union may attract import duty and local tax in the destination country. Those are payable by the recipient and we do not collect them.

A price is binding on us once we have confirmed the order. If a price is displayed that is obviously wrong — an order of magnitude out, for instance — we may decline the order under the clause above rather than treat the error as an offer.

04Promotions, discount codes and reference prices

Where we announce a price reduction on an item, the crossed-out reference price shown next to it is the lowest price we applied to that same item in the 30 days before the reduction. If we cannot satisfy that condition, no crossed-out price is shown at all. This is enforced in the code that renders every price on this site, not left to whoever writes the campaign.

Discount codes

• One code per order. Codes do not combine with each other.
• A code applies to the item price, not to shipping, and it does not change the free shipping threshold, which is assessed on the amount after the discount.
• Codes have no cash value, cannot be exchanged for a refund, and cannot be applied retroactively to an order already placed.
• Any first-order code is limited to one use per person and per delivery address.
• If you withdraw from an order that used a code, we refund what you actually paid. The code is not reissued unless the return was caused by a fault on our side.

What we do not do

There are no countdown timers, no invented stock counts, no “X people are viewing this” notices and no pre-ticked boxes anywhere on this site. If a promotion has an end date it is a real one and it is stated in plain words.

05Payment

Payment is taken at the moment you confirm the order. It is processed by our payment service provider on their own secure page; card details are entered there, are never transmitted to this site and are never stored by us.

• Accepted: major credit and debit cards, and the local methods offered to you at the payment step.
• Charges appear on your statement under the name of the vendor identified above.
• If a payment is declined the order is not formed and nothing is dispatched. Any hold placed by your bank is released by your bank, not by us.
• We do not store card numbers, and we cannot take a payment over the telephone.

If you believe a charge is wrong, write to support@alteicalcado.shop with the order reference before opening a dispute with your bank. In almost every case we can resolve it faster than a chargeback can.

06Delivery

Orders are dispatched within two business days of payment clearing. Delivery windows below are counted from dispatch and are estimates given in good faith by the carrier.

Where no delivery date has been agreed with you, Portuguese law sets an outer limit of 30 days from the conclusion of the contract. If we miss that, you may set us a further reasonable period and, if we miss that too, terminate the contract and be refunded in full.

Risk passes to you when the parcel is handed to you or to someone you nominated at the delivery address. If a parcel arrives visibly damaged, note it with the carrier and tell us within 48 hours with photographs.

Full detail, including what happens to an undelivered parcel, is on Envios e devoluções.

07Cancellation

There are two separate things here and they are often confused.

Cancelling before dispatch

Write to support@alteicalcado.shop with the order reference. If the parcel has not left us, we cancel it and refund the full amount, including shipping, to the original payment method. There is no charge for this.

Withdrawing after delivery

You have 14 days from receiving the goods to withdraw from the contract without giving any reason. That right, the conditions attached to it — including the try-on condition — and the model withdrawal form are set out in full on Livre resolução.

Cancellation by us

We may cancel an order before dispatch if the item is unavailable, the price displayed was manifestly incorrect, the destination is one we cannot lawfully ship to, or we have reasonable grounds to believe the order is fraudulent. In every case we refund in full and tell you why.

08Returns, refunds and disputes about an order

Three distinct routes exist and each has its own page.

• You changed your mind. Livre resolução — 14 days, no reason needed, return shipping paid by you.
• The item is faulty or not as described. Garantia — 3 years, return shipping paid by us, repair or replacement or refund.
• The parcel was damaged or lost in transit. Envios e devoluções — we deal with the carrier, not you.

Refunds are made to the same method used to pay, within 14 days of us receiving the returned goods or evidence that you have sent them, whichever is earlier.

09Acceptable use of this website

This site sells casual footwear and the products used to look after it. Nothing else is offered here, and the following are outside what this store does and will not be listed, shipped or facilitated through it:

• Anything requiring a licence to sell: firearms and ammunition, explosives, tobacco, alcohol, medicines, controlled substances or drug paraphernalia.
• Gambling, lotteries, betting, or games of chance for money.
• Financial services of any kind: lending, money transmission, investment, virtual currencies or the collection of funds for a third party.
• Adult material, escort services, or any content involving minors.
• Counterfeit goods, or goods that infringe another party’s trade mark, design right or copyright.
• Regulated medical devices, diagnostic services, or any product sold on a therapeutic claim.
• Personal protective equipment. Our shoes are casual footwear and carry no protective certification of any kind.
• Stolen property, or any transaction intended to disguise the origin of funds.

When using this site you also agree not to:

• Place orders using a payment instrument you are not authorised to use.
• Resell items bought here as though they were another maker’s product, or alter them and present the result as ours.
• Extract the catalogue by automated means at a rate that degrades the site for other people.
• Attempt to gain access to any part of the site or its systems that is not published.

We may refuse or cancel an order that breaches this section, and refund it.

10Legal and export restrictions

We do not ship to territories covered by European Union restrictive measures, nor to any address where import of footwear is prohibited by local law. If your destination is affected we cancel the order and refund it in full before dispatch.

• We ship only to the destinations listed at checkout. If your country is not in that list we cannot currently deliver to it, and no order can be placed.
• Orders may only be placed by persons aged 18 or over. The site is not directed at children, and we do not knowingly accept an order from anyone under 13. A person aged 13 to 17 may use the site only with the involvement of a parent or guardian, who must place any order.
• You are responsible for checking that footwear may lawfully be imported into your destination and for any import formalities there.
• Where an item is returned to us because import was refused, we refund the item price; outbound shipping and any duties already incurred are not recoverable from us.

11Complaints and dispute resolution

First, tell us

Write to support@alteicalcado.shop or call +351 255491879. Most things are settled in a single exchange. We answer written enquiries within one business day and never later than five.

Livro de Reclamações Eletrónico

Portugal requires every trader to make an electronic complaints book available. Ours is at livroreclamacoes.pt. You may use it at any time, whether or not you have contacted us first. A complaint filed there is transmitted to the competent authority, and we are required to answer within 15 business days and to send our reply to that authority.

Alternative dispute resolution

Under Portuguese law (Lei n.º 144/2015) a consumer may refer a dispute to an alternative dispute resolution entity competent for the trader’s registered office.

Entidade RAL competente: A confirmarThe entity competent for our registered office in Felgueiras is being confirmed with the Direção-Geral do Consumidor and will be named here, with its website, as soon as we have that in writing. We will not name an entity we have not verified. In the meantime, the complaints book and the ODR platform below are both open to you and neither depends on this entry.

EU online dispute resolution

The European Commission operates an online dispute resolution platform at ec.europa.eu/consumers/odr. You may submit a dispute there and name us as the trader, using the email address above.

Supervisory authorities

DGC — consumidor.gov.pt · ASAE — asae.gov.pt

12Governing law and jurisdiction

These conditions and every contract formed under them are governed by Portuguese law.

If you are a consumer resident in another European Union member state, this choice of law does not deprive you of the protection of the mandatory consumer rules of your own country of residence. You may bring proceedings in the courts of your place of residence, and we may bring proceedings against you only there.

If any clause of these conditions is found to be invalid, the rest continues to apply.

13Changes to these conditions

We may change these conditions for future orders. The version that applies to your order is the one published when you placed it, and a copy of it is attached to your order confirmation. A change never applies retroactively to a contract already formed.