FAQ'S

CUSTOMER AREA

1. Do I need to have a STRETS account to make a purchase?
   You don't have to create an account, but if you do it makes it easier for future purchases.
2. How do I create a STRETS account?
   Simply click on the icon on the right-hand side of the header (My Account) and follow the instructions.
3. I lost/forgot my password. What can I do?
   In the login area, select " Forgotten Password".
4. I want to change my details. How can I do that?
   Log in to your STRETS account and change your personal details.
5. Where can I find my order history?
   Log in to your STRETS account and select “Order History”.

ORDERS

1. How do I make a purchase?
   To place an online order, the user must:
   • register on the website providing the requested information or by purchasing without any register, providing strictly necessary information to checkout.
   • select the products.
   • add the selected products to “cart”.
   • finalize the purchase.
   • select the shipping and payment methods.
   • Payment.
   The user can also place orders by email ([email protected]), providing all the information necessary to process the order: name, full address, email address, phone number, product desired (model and size), quantity.
2. Can I cancel or change my order once I have placed it?
   If you wish to cancel the order as soon as it has been confirmed, send us an email immediately to cancel the shipment.
   If the shipment has already been made, you must proceed according to the returns policy.
3. How do I know if my order was completed successfully?
   An order confirmation email will be sent to the user. The user must keep this order confirmation email for future reference.
4. How do I track my order?
   As soon as the order is shipped, customer receives an email notification linking to the tracking page from where customer can follow the status of the order from shipping to delivery, except in cases where the shipping is made by another carrier. STRETS and the customer can communicate via WhatsApp through all process. If several deliveries’ attempts are unsuccessful, the order is forwarded to the Post Office and the customer receives a tracking number.

PAYMENT

1. What are the payment methods do you accept?
   STRETS accepts different payment methods:
   • MB WAY
   • Paypal
   • Credit Card
   • Bank Transfer: IBAN: PT50 0033 0000 45705096806 05
   • Multibanco (Entity and Reference)
   • PAYSHOP
2. Is my online payment secure?
   STRETS uses third parties whose services ensure that the purchases on its website are secure, so the user does not have to worry with the safety of the credit card. All transactions are processed through a secure server with encrypted connections.
   In case of credit card payment, all information relating to the credit card (i.e., card number or expiry date) is sent in encrypted form to the company providing the remote electronic payment services, without third parties being able to access the information transmitted. This information will only be used to carry out the necessary procedures for the purchase or refund, in the case of a return, in accordance with the exercise of the right of return or to report cases of fraud to the police.
3. How does online payment work?
   By paying by credit card, the charge will be made immediately after placing the order. If some of the products ordered are out of stock, their value will be credited to the user's card after the order has been closed.
   The orders paid by Multibanco or MB WAY will only be processed once the payment is confirmed, which occurs within 24 hours after payment.
4. How long do I have to pay my order?
   The user has a payment period of 15 days, after which the order will be automatically cancelled.
5. Why was my order payment rejected?
   The card may be refused for one of the following reasons:
   • The card has expired. Check the expiry date of the card.
   • The limit on the card has been reached. Consult your bank if the card has not exceeded the amount allowed to make purchases.
   • The data entered is not correct. Check if you have filled in correctly all the fields required.
   • The security measures on the card are not active. You may require activation of the security measures for online purchases from the bank.

DELIVERY

1. Where can you deliver orders?
   STRETS ships to the following countries: Portugal, Germany, Austria, Belgium, Czechia, Denmark, Slovakia, Slovenia, Spain, Estonia, Finland, France, Greece, Netherlands, Hungary, Ireland, Italy, Latvia, Lithuania, Malta, Norway, Poland, Sweden.
2. Delivery timeframes
   Once the order has been confirmed and the payment received, orders will be dispatched. Payment processing times vary depending on the payment method selected. Orders are usually dispatched on the same day if order payment is confirmed by 14:00 GMT, except if a force majeure situation arises, such as technical failures, occasional unavailability of stock or other reasons. Orders are only processed on business days and hours. Delivery times are usually as follows:
   • Deliveries are made within 2 - 5 business days for Portugal mainland and Spain.
   • For Madeira and Azores, deliveries are made within 2 - 5 business days.
   • For the Spanish islands, the delivery time may take 3/5 business days. The Spanish tax identification number must be indicated on the invoice to minimize delays at customs.
   • Europe destinations, deliveries usually take between 3 – 7 business days, during standard business hours of the respective country.
3. What are the delivery charges?
   In Portugal, shipping costs up to 1kg are free.
   The shipping price list can be found here.

EXCHANGES / RETURNS

1. How do I request the exchange/return of a product purchased in the online store?
   • Send an email to [email protected] and indicate: Order number; Name and address to which the order was sent; Preferred contact channel (e-mail, cell phone or WhatsApp); Whether you want to exchange for another or refund; in case of exchange, please check the availability of the models on our website (stretsshoes.com) and specify in the e-mail the name of the new model and the size you want, so we can reserve it. * You can also use the form available at this link.
   • Make sure returned items have tags still on and are in their original condition.
   • Securely pack the items to be returned in their original packaging.
   • Follow the instructions you will receive by email.
2. I requested an exchange. How long will it take for me to receive my product?
   Once your return arrives and we check that everything is in accordance with our Exchanges and Returns Policies, we will send the new article.
3. I requested a return. When will I get a refund?
   Your refund will be processed within 3-5 business days after we receive the parcel. It may take you more time for the refund to reach your account depending on your bank. You will be reimbursed for all payments made, including delivery costs, except for any additional costs resulting from your choice of any delivery method other than the ordinary delivery method we offer. We will refund you using the same means of payment you used for the initial transaction, unless expressly agreed otherwise; in any event, you will not incur any fees as a result of the refund. 
4. What is the deadline for me to request an exchange/return?
   STRETS wants the Customer to be satisfied with the new pair of STRETS! Therefore, if the Customer changes his/her mind or the size is not right, the Customer has 14 days to exchange or return the article you bought. No questions asked!
   The withdrawal period should expire after 14 days from the day on which you receive the order. The proof that the right to withdrawal has been timely exercised is the Customer's sole responsibility.
5. What conditions must the product be returned under?
   The article must be returned in the same condition as it was received (no signs of use, smells, or dirt). For a return to be possible, the article must not have been used, washed, or damaged. All shoes must be tried on a clean surface until you are certain you are keeping them.
   Do not remove labels or other items from the box. You must return the package with all the items included in the order and in the original undamaged shoe box, considered part of the product.
   Product that has been damaged, altered or tampered with the original condition of the product and/or its packaging, shoes returned without a box, in a damaged box or with marked soles will not be accepted for a refund or exchange.
6. Who pays the shipping costs in the case of exchanges and returns?
   Return shipping costs in Portugal and Spain are our responsibility!
   To other countries, the costs are borne by the Customer, unless the reason for the return is a defect or non-conformity with the ordered product.