PAYMENTS
We accept major credit/debit cards through Shopify Payments, as well as Apple Pay, Shop Pay, Google Pay, PayPal, and Bank Transfer.
Payments are processed securely.
AFTER PLACING THE ORDER
If your order did not arrive on the expected date, follow the steps below:
- Check if you received a shipping confirmation email with your tracking code and use it to check the status of the order on this page;
- Check in MY ACCOUNT: Is the delivery address correct? Is your contact information up to date?
Check for text messages, emails, and delivery attempt notifications from our carrier. Your order may be waiting for pickup at a local pickup point, or you may need to reschedule the delivery;
Check if someone who lives at the same address received your order.
If you still cannot locate your order, do not hesitate to contact our customer service team. We will do our best to help you.
Contact us by email: customercare@jjheitorshoes.com
CARE
Do not wash · Do not use detergent or bleach · Do not submerge in water · Do not iron · Do not dry clean · Do not tumble dry.
To keep your shoes looking like new for longer, we recommend regularly applying colorless wax. After applying, gently wipe with a soft cloth to maintain the shine and protect the leather.
RETURNS/EXCHANGES
We accept returns within 15 consecutive days of receiving the order, provided that the item has not been used and is returned in its original packaging and in perfect condition.
To start the process, you must send the item by post to our facilities. Upon receipt and inspection of the product's condition, we will issue the appropriate refund.
In the case of items purchased as part of sales campaigns or promotions, you will only be refunded the actual amount paid for the item(s).
For Mainland Portugal, exchanges are free, provided that the item is not covered by any commercial campaign or promotion.
For Portugal Islands (Madeira and Azores) and other countries, the shipping costs are borne by the customer and are not refunded by JJ Heitor Shoes.
In the case of items purchased on sale, the return costs associated with the exchange are the responsibility of the customer.
If you wish to exchange the item for a different size, you must return it to our facilities within 15 days of receiving your order, ensuring that the product shows no signs of use and is in its original packaging.
Upon receipt and inspection of the item's condition, we will ship the requested size, subject to stock availability.
For mainland Portugal, exchanges are free of charge (except for promotional items). For other destinations, shipping costs are the responsibility of the customer.
If the item received has a defect, shipping damage, or was sent in error, please contact us as soon as possible using the Contact Us form or by email: customercare@jjheitorshoes.com
In such cases, JJ Heitor Shoes guarantees the replacement of the item or a corresponding refund, at no additional cost to the customer, after verifying the reported issue.
ACCOUNT INFORMATION
No, it is not necessary to create an account. However, we recommend that you do so to take advantage of the various associated benefits. For example, you will be able to easily access your account on a future visit, as well as receive personalized recommendations and services tailored to your preferences. By creating an account, you can make the most of our services and save time on future purchases.
If you have forgotten your password, don't worry. You can easily reset it by clicking the "Forgot your password?" option. After clicking, you will receive an email with instructions on how to create a new password.
Follow the provided instructions to set a secure and easy-to-remember password. Remember to keep your password confidential and not share it with third parties.
CONSUMER DISPUTE RESOLUTION
A consumer dispute is one that arises from a consumer legal relationship, always involving a consumer and a trader (although there may be several consumers or several traders on either side). Transactions between private individuals and transactions between traders are not consumer transactions.
JJHeitor is a member company of the CICAP - Porto Consumer Information and Arbitration Centre.
For more information, click here