We want every purchase to be clear, safe and transparent. This policy explains how exchanges, returns and refunds are handled.
1. Scope of this policy
This policy applies to items purchased through the Correr Lisboa Store, including physical products, merchandise, accessories and other items made available through the online shop. Specific conditions may apply to promotional, personalised or free items.
2. Return period
Customers have 14 days after receiving the order to request a return, in accordance with applicable law. The request must be communicated within this period through the official contact channels.
3. Exchange period
Exchange requests due to size, colour or other reasons should preferably be communicated within 14 days after receiving the order. Exchange acceptance is subject to stock availability.
4. Acceptance conditions
For an exchange or return to be accepted, the item must be in good condition, with no signs of improper use, washing, damage, alteration or wear. Where applicable, tags, original packaging and all elements received with the order must be kept.
5. How to request an exchange or return
To request an exchange or return, send an email to geral@correrlisboa.com with your name, order number, item concerned, reason for the request and photos whenever there is a defect, damage, shipping error or other relevant situation.
6. Request review
After receiving the request, the Correr Lisboa team will review the situation and indicate the next steps. Submitting a request does not automatically guarantee acceptance of the exchange or return, as prior validation is required.
7. Shipping costs
Except in cases of shop error or confirmed product defect, return and new shipping costs are borne by the customer. When the error is the responsibility of the Correr Lisboa Store, appropriate resolution instructions will be provided.
8. Refunds
When applicable, the refund will be processed after receipt and validation of the returned item. The indicative processing period is up to 10 business days after validation and may vary depending on the payment method or banking entity.
9. Personalised or made-to-order products
Personalised, made-to-order or customer-specific items are generally not eligible for return or exchange, except in cases of defect, production error or applicable legal obligation.
10. Used items or items showing signs of use
Exchanges or returns will not be accepted for items that have been used, washed, damaged, are incomplete, show signs of wear or are not in their original condition upon receipt.
11. Items excluded for hygiene or product nature reasons
For hygiene, safety or product nature reasons, certain items may not be eligible for exchange or return once opened, used or handled, except in cases of legally recognised defect or non-conformity.
12. Defective, damaged or incorrect items
If you receive a defective, damaged or incorrect item, please contact us as soon as possible, attaching photos and indicating the order number. The situation will be reviewed and, once confirmed, an appropriate solution will be provided.
13. In-person pick-up
When an order is collected in person, we recommend checking the item at the time of pick-up. Any visible error or non-conformity should be reported as soon as possible.
14. Free t-shirts and attendance-based items
T-shirts or other items awarded free of charge through training attendance, campaigns, challenges or promotional actions are not eligible for monetary refund. Size exchanges may only be considered subject to stock availability and organisation validation.
15. Cards, experiences or services
Cards, experiences, registrations, vouchers or services may be subject to their own cancellation, use, validity and refund rules, which will be communicated at the time of purchase or registration.
16. Refusal of requests
The Correr Lisboa Store reserves the right to refuse exchange, return or refund requests that do not comply with this policy, show signs of abusive use or conflict with applicable law.
17. Contact
For any questions related to exchanges, returns or refunds, please contact us at geral@correrlisboa.com.