Every parcel is shipped within 24h after your order is placed (except on saturdays, sundays and bank holidays)
You'll be notified by e-mail once the parcel is shipped. In peak seasons the preparation can take up to 48/72 h.
All our orders are shipped by standard mail with online tracking:
Europe: 3 - 10 business days
Rest of the World: 6 - 15 business days
You can upgrade to Express Mail and deliveries within 3 to 7 business days in Europe, to 8 days to the U.S. and 8 to 9 days for the rest of the world.
These are standard delivery times but can be prolonged for reasons beyond our control, such as postal strikes, COVID-19 pandemic or periods of increased mail traffic (e.g., Black Friday, Christmas, and other holidays).
We offer Free Standard Shipping worldwide for all orders above 30,00€.
A tracking link directing you to the shipper’s portal will be sent via email once your order has shipped.
We work with CTT (Post services form Portugal), for standard shipping and express delivering.
Shipping rates can be reviewed at checkout before payment.
International shipping is not inclusive of duties and taxes. Customers are responsible for any customs fees, duties, or taxes that may apply upon delivery. We advise international customers to confirm/calculate applicable duties and taxes before purchasing.
We always aim for make sure our customers love our products, but if you do need to return an order, we’re happy to help. Just email us directly and we’ll take you through the process.
You can, in case you don't want to keep the product, return it in a maximum period of 14 days after you purchase it. However, you can only return a product if you meet the following requirements:
The products have not been washed or used
The products maintain their original features and the packaging is not damaged (packages that have been carefully opened are not considered as damaged);
The product has not been tampered with and keep the original tags.
Step 1: Contact customer support
The first step to returns and exchanges must be to communicate with customer support service at email@example.com and explain the problem and/or reason of return. The subject of this email should be “Return – order number XXXXX”
Step 2: Put the item in the same packaging
Place the item in the same packaging. The article must follow with its price tags, without any trace of use, and its invoice or proof of purchase. Any product that has been damaged or that shows signs of use, does not give right to the refund.
Step 3: Returning the package
To return the package, send us the items through the post with everything mentioned above, unfortunately we cannot refund shipping costs, if you choose Express Delivering or got the free shipping costs (when you buy above 30,00€). We will warn you once your package has arrived.
Step 4: Refund
After receipt and analysis of the product, we will refund you (if the refund is valid), within 15 working days from the date of the order.
We guarantee the satisfaction of our customers and don't want them to buy products that may have slipped through quality control. If you are returning an item that has a quality defect, please let us know by email (firstname.lastname@example.org) what the problem is. Once we have received your order we will look at it and get back to you within 10 working days. Once we get confirmation that there is a quality defect, we will replace your product. This will typically never take more than 10 working days, however depending on where you are and which bank provider you have it may take a little longer.
Once your return is processed by our warehouse, you will receive an email with this notification. If you do not receive this email within 10 days after sending the return, please contact us at email@example.com
In a case of order returned to our warehouse due to wrong shipping address when you placed your order, we will refund you or issue a discount voucher in the amount of your order except the entire shipping costs.
REFUNDS AND REPLACEMENT
Please note, we do not refund or replace a product, that you bought in another place, than our official online store. That’s why we require proof of sale with the shoes to confirm you have purchased these with us. Order number and billing information must also be provided.
After a technical evaluation of the returned product, the refund will be made within a maximum of 15 days.
If you are returning a product for a reason other than quality defect or exchange, once we confirm everything is in order with your return, we will issue a discount voucher, including, a code that will be sent to your email to discount the refund amount on the next order.
When we are not able to process the exchange of a product due to stock shortages, we will refund its entire value.
Customers are fully responsible for the product until the time it reaches us. The Captain Socks does not share responsibility if there is a problem with the returns before they reach us.
All communication between customers and The Captain Socks should be done through direct email contact with our customer support at firstname.lastname@example.org
THIS INFORMATION ONLY APPLIES TO CUSTOMERS THAT RESIDE IN UE.
IF THIS IS NOT YOUR CASE, PLEASE IGNORE THIS PAGE AND CONTINUE BROWSING OUR STORE.
In the event of a dispute between The Captain Socks on sales made to consumers residing in the European Union, the out-of-court settlement of disputes, as provided for in "Lei No 144/2015", of 8 September applies (RAL).
To do this, the consumer may lodge a complaint at the consumer arbitration center, in person (at the national arbitration center) or through the online website:
It is also reported that The Captain Socks e-mail address for the purposes of the extrajudicial settlement of litigation is: email@example.com
We also state, in the case of online sales, the "Centro da Arbitragem de Conflitos de Consumo do Porto" is competent, to which The Captain Concept Unipessoal Limitada is an adherent company.