Shipping and returns

Rates

Rates are per order, not per pair. All amounts in US Dollars (USD). The exact cost is shown before you confirm anything.

Dispatch and delivery times

• Dispatch: 1–2 business days after payment clears. Orders placed at the weekend go out on the Monday.
• Portugal: 2–4 business days after dispatch.
• Rest of the European Union: 3–7 business days after dispatch.
• Rest of the world: 7–15 business days after dispatch, plus any time the parcel spends in customs.
• Legal maximum: where no date is agreed, delivery happens within 30 days of the contract. If we miss it, you may set an additional reasonable period and, if that passes too, cancel and be refunded in full.

Estimates are courier working days. We send a tracking link when the parcel leaves us.

Where we ship

Portugal, the rest of the European Union, and the international destinations listed at checkout. If your country is not in the list, write to support@poderinfantilshoes.homes and we will tell you honestly whether we can get a parcel there.

We do not ship to countries or persons subject to European Union or United Nations sanctions. Where an order cannot lawfully be shipped, we cancel it and refund in full.

Duties and taxes

Orders inside the European Union arrive with nothing further to pay. Orders outside it may attract import duty, customs charges and local sales tax on arrival. Those are set by the destination country, are payable by the recipient, and are not collected by us or included in the price.

We declare parcels accurately, at the price actually paid. We will not mark a parcel as a gift or under-declare its value.

Damaged, late or lost

• Damaged in transit: photograph the outer packaging before you open it if you can, then the contents. Send both to support@poderinfantilshoes.homes and we replace the pair and pay all postage.
• Tracking stalled: give it two more working days, then tell us. We open the claim with the courier; you do not have to.
• Lost: if a parcel has not arrived within 10 working days of the estimate we treat it as lost and send a replacement or refund, whichever you prefer. Risk of loss in transit is ours until you have the parcel.
• Wrong item or size sent: our error, our postage, both ways, and we prioritise the replacement.

Returning a pair

You have 14 days from delivery to withdraw without giving a reason. The full procedure and the model form are on Right of withdrawal. In short:

1. Email us that you are returning it. No reason needed.
2. We send the return address and a reference.
3. Post it back within 14 days, with proof of posting.
4. We refund within 14 days of receiving it, or of your proof of posting, whichever is first.

The one condition: shoes must have been tried indoors, on carpet. Outdoor wear on the sole ends the right to return that pair, and it is visible in the tread.

Return postage is yours when you changed your mind, ours when the goods are defective or we sent the wrong thing.

Exchanging for another size

Tell us the measured foot length in millimetres rather than the size you want, and we will confirm which size that is in the line you bought before anything is posted. That one step removes most second exchanges.

• Exchanges follow the same 14-day window as a return.
• We post the new pair as soon as the original is on its way back with proof of posting; you do not wait twice.
• One exchange per order carries no additional shipping charge from us where the original order qualified for free shipping.

Packaging

Shoes ship in a plain cardboard box inside a paper mailer. Boxes and mailers are recyclable kerbside and are not printed with anything you would need to remove first. There is no plastic film, no polybag and no branded ribbon.

Keep the box if you think the pair might go back; it protects the shoes in transit. It is not a condition of a refund.

Contactos: support@poderinfantilshoes.homes · +351 256 871 538

Livro de Reclamações Eletrónico: livroreclamacoes.pt