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 has not arrived by the estimated delivery date, please follow the steps below:
- Check if you have received a shipping confirmation email with your tracking code and use it to check the order status on this page;
- Check MY ACCOUNT: Is the delivery address correct? Are your contact details up to date?
Check for text messages, emails, and delivery attempt notifications from our carrier. Your order may be awaiting collection at a local pickup point or you may need to reschedule the delivery;
Check if anyone residing at the same address has received your order.
If you still cannot locate your order, please do not hesitate to contact our customer service team. We will do our best to help you.
Contact us by e-mail: customercare@jjheitorshoes.com
WARNING
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 new for longer, we recommend regular application of colorless wax. After application, gently wipe with a soft cloth to maintain the shine and protect the leather.
RETURNS/EXCHANGES
We accept returns up to 15 consecutive days after 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. After receiving and verifying the product's condition, we will proceed with the corresponding refund as applicable.
For items purchased under commercial campaigns or promotions, only the amount effectively paid for the item(s) will be refunded.
For mainland Portugal, exchanges are free, as long as the item is not covered by any commercial campaign or promotion.
For Portuguese Islands (Madeira and Azores) and other countries, shipping costs are borne by the customer and are not refunded by JJ Heitor Shoes.
In the case of items purchased on promotion, return costs associated with the exchange are the responsibility of the customer.
If you wish to exchange for another size, you must send the item to our facilities within 15 days of receiving the order, ensuring that the product is unused and in its original packaging.
Upon receipt and verification of the item's condition, we will proceed with shipping the new requested size, subject to stock availability.
For mainland Portugal, exchanges are free (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 a shipping error, please contact us as soon as possible via the Contact Us form or by email: customercare@jjheitorshoes.com
In these cases, JJ Heitor Shoes guarantees the replacement of the item or its respective refund, at no additional cost to the customer, after verification of the reported situation.
ACCOUNT INFORMATION
No, it is not necessary to create an account. However, we recommend that you do so to benefit from the various associated advantages. 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 will be able to make better use 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 on the “Forgot your password?” option. After clicking, you will receive an email with instructions to create a new password.
Follow the instructions provided 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 conflict is one that results from a legal consumer relationship, always involving a consumer and a professional as parties (however, there may be several consumers or several professionals on each side). Transactions between private individuals and transactions between professionals are not consumer transactions.
JJHeitor is a company that adheres to the CICAP - Consumer Information and Arbitration Centre of Porto.
For more information, click here