Terms & Conditions

1. INTRODUCTION

1.1. This document regulates the general terms and conditions of use of this website (www.stretsshoes.com) and the acquisitions of the products presented in this online shop.

This document is supplemented by the Privacy Policy and Cookies Policy, which can be found in this website.

1.2. “User” or “Customer” refers to a party that uses this website, places order, or interacts with STRETS.

1.3. By using this website or ordering from this online shop, the user accepts these “General Conditions of Sales”, and the terms of the documents to which they refer. If the user does not agree with the terms of this document, user should not use this website.

1.4. The STRETS online shop is the responsibility of SUNBOW, LDA, Rua da Fonte, 665, 4 Esq., 2410-261 Leiria, with tax identification number (N.I.F.) 517644215, hereinafter STRETS. Users can contact by phone +351928157811 or email [email protected].

2. COMMERCIAL POLICY

2.1. STRETS has products for sale in its online shop exclusively for persons who are not traders, this being understood as any natural person who is acting for purposes which are outside his or her trade, business, or profession. Commercial use of any sort of products or services purchased is strictly prohibited, namely for the purpose of reselling goods.

2.2. STRETS reserves the right not to process orders placed by users that breach the provisions of these General Conditions of Sale.

2.3. The user must provide to STRETS name, address, phone number and email address to be possible to place an order; this information must be accurate and complete.

2.4. The user accepts to be contacted by STRETS using contact information provided.

2.5. STRETS declines any responsibility, which is entirely the user, if any of the data is incorrect or insufficient, and for this reason there is a delay or inability in order processing.

2.6. In the event user breaches any obligation arising from these General Conditions of Sales, STRETS retains the right to remove any further order, disable the access to the shop, cancel the supply of any other services available to that same user, and not allow the user future access to other services provided by STRETS.

3. ORDERS

3.1. The user can place an order through the purchase process, denominated “Checkout” process, after using the online service and selecting “Add to Chart” from the existing catalog.

3.2. 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.

3.3. 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.

3.4. An order confirmation email will be sent to the user. The user must keep this order confirmation email for future reference.

3.5. The orders will be considered valid only after receipt of payment.

3.6. The orders will then immediately receive a reference and any extras added to the order will be considered as new order and, accordingly, shall be subject to all the other applicable conditions.

3.7. When sending the order, the user shall be deemed to have fully accepted all the prices, description of the products available for sale as well as the General Conditions of Sale, which are the sole applicable to the contract thus concluded, as well as other policies and conditions contained on this website.

3.8. STRETS will honor the orders received within the limit of stock available. In case of product unavailability, STRETS shall undertake to inform the user as soon as possible, within a maximum of 10 (ten) days. In case the user decides to wait for the product to be available, the user should use the contacts made available to express his willingness.

3.9. STRETS reserves the right, at any time and even after it has been automatically confirmed, to refuse or decline an order for any reason.

3.10. STRETS reserves the right not to process orders in the following situations: payment failure, bad debt or insufficient funds; unavailability of the product in stock; incomplete, incorrect, or unverifiable billing information; suspicion that the order may be fraudulent; user under 16 years of age; identification of the user as a reseller; inability to deliver the order to the address provided. In these cases, the user will be informed by email that the sales contract has not been concluded and that the order will not be processed.

3.11. The data in the invoice are entirely the responsibility of the user. After being issued, the invoice cannot be reissued with changes.

3.12. Incoming orders are valid for 15 (fifteen) days, except if the order is registered under a promotional campaign establishing a different time limit: stocks, prices, promotions and offers are not guaranteed beyond this time limit. If the payment is not received by that time, the order will not be validated. Any payment received after that time limit will be refunded.

3.13. In the event any product becomes unavailable after the order has been placed and payment made, STRETS will refund the payment received for the unavailable products or exchange for another product if user prefers so.

3.14. Once the order has been placed, STRETS may carry out information checks before the order is processed, such as address verification and credibility. We run partially automated checks on all orders to filter out transactions that are unusual, suspicious, or identified as susceptible to fraud. Suspected fraud will be reported.

4. PAYMENT METHODS

4.1. STRETS accepts different payment methods:

• MB WAY
• Paypal
• Credit Card
• Bank Transfer: IBAN: PT50 0033 0000 45705096806 05
• Multibanco (Entity and Reference)
• PAYSHOP

4.2. Payment methods other than those mentioned will not be accepted. If payment is made by another means, STRETS is not responsible for loss of payment or any other damage that may result.

4.3. The user shall only pay the exact amount specified in each order confirmation.

4.4. The user has a payment period of 15 (fifteen) days, after which the order will be automatically cancelled.

4.5. By paying by credit card, the charge will be made immediately after placing the order. If some of the products ordered become unavailable, their value will be credited to the user's card after the order has been closed.

4.6. 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.

4.7. The orders paid by Multibanco or MB WAY will only be processed once the payment is confirmed, which occurs within 24 hours after payment.

4.8. For tax purposes, all orders are destined for the final consumer.

5. PRICES

5.1. All prices are in € (Euro), including charges and taxation according to the type of product, considering the VAT (Valued Added Tax) at the rate in force at the time of the order confirmation. The values referred in the shop correspond to the price set to the retail selling price on STRETS website, the latter calculated according to the promotional discounts in force.

5.2. STRETS has the right to change the prices of the offered products without notice. However, the products are always billed based on the rates applicable at the time the order is placed.

5.3. The prices displaced in the checkout process are always the most up-to-date retail prices in force; however, they should only be regarded as valid as long as they are displayed on the website in a refreshed page (cache or unrefreshed pages can display outdated prices). The displayed price is only guaranteed in these conditions and only after the order is registered and paid according to the payment terms included in this document.

5.4. The total cost of the purchase in checkout reflects the price of the product with VAT (value added tax) and shipping prices. The customer must pay the exact amount specified in the order confirmation, making separate payments for each order.

5.5. Occasionally, some products are presented with promotional offers, in the form of percentage discounts on the retail price or free shipping, under certain conditions. All promotions are limited in time. STRETS guarantees the promotional offers on the condition that the order is finalized by the user through checkout and paid for while the promotion is active. Unless stated otherwise, in case of deferred payments, such as Multibanco, the promotional offers continue applicable if the payment takes place within a maximum of 8 (eight) days of concluding the checkout process. Saving products in the shopping-cart does not ensure the price nor the discount.

6. SHIPPING AND DELIVERY

6.1. Shipping destinations: 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.

STRETS can also ship to other countries, under conditions and deadlines to be agreed in each case. If you wish to receive in countries other than those listed here, please send us your request by email.

We do not ship to the countries listed in “Shipping Restrictions”.

6.2. Shipping Costs: The prices shown on each item do not include shipping costs. The shipping cost is displayed during the checkout process and refers to the entire order. Shipping cost depends on the delivery location, weight, and shipping method chosen by the user. To know the shipping costs of an order, the user must add the products to buy to the “shopping cart” and proceed to the checkout, confirming the amount of the shipping costs.

Shipping costs are calculated according to the following table:

6.3. Order Acceptance: Orders will be processed if the information provided is complete, and if the address is included in the above-mentioned list and not specified in the below-mentioned restrictions.

6.4. Delivery Times: 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.

6.5. Delivery Delays: STRETS will always strive to meet the estimated delivery dates, but unforeseen circumstances or problems in the recipient zone may delay the delivery of orders. STRETS shall not be liable for any delay or default in the performance of its obligations as long as this default is caused by a force majeure, that is an event, act or omission, beyond its reasonable control. STRETS will notify the User whenever any event occurs that can result in missed delivery date, giving the User the option of terminating the contract. By not expressing this right, we assume that the User is still interested in the article and consent the delivery beyond the original delivery date.

6.6. Tracking 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.

6.7. Reception of the Order: Customers makes sure that someone is at the address provided on business days from 9:00 to 19:00 GMT to receive the order. For some countries, shipping must clear customs before delivery at the client's responsibility.

6.8. Shipping Restrictions: STRETS do not ship to PO boxes or to countries outside the European Union. Within the European Union we do not deliver to the following territories: Heligoland Island and Busingen territory of the Federal Republic of Germany, Ceuta, the Canary Islands, the Balearic Islands and Melilla of the Kingdom of Spain, Livigno, Campione d'Italia and the national waters of Lake Lugano of the Italian Republic, the territories of the French Republic referred to in article 349 and 355(1) of the Treaty on the Functioning of the European Union, Monte Atos of the Hellenic Republic and the Aland Islands of the Republic of Finland.

STRETS does not ship orders weighing more than 10 kg.

6.9. Customs Restrictions: The STRETS is not responsible for restrictions on the entry of goods/products into certain territories, nor for the existence of customs limitations. Any amounts (fees, taxes, customs duties, or others) inherent in the introduction for consumption, customs clearance, or retention in customs in the country/territory, are the sole responsibility of the customer, and there are no indemnities and/or refunds of any kind. It is up to the customer to check with the local import authorities which additional procedures are necessary.

7. RETURNS & EXCHANGES

7.1. 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 bought. No questions asked!

The withdrawal period should expire after 14 days from the day on which customer receives the order. The proof that the right to withdrawal has been timely exercised is the customer's sole responsibility.

7.2. 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.

7.3. Return shipping costs in Portugal and Spain are STRETS’s 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.

7.4. How to proceed?

• An email to [email protected] should be sent indicating: order number; name and address to which the order was sent; preferred contact channel (e-mail, cell phone or WhatsApp); whether customer wants to exchange for another or refund; in case of exchange, please check the availability of the models on the website (stretsshoes.com) and specify in the e-mail the name of the new model and the size, so STRETS can reserve it. * The form is also 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.

7.5. The return process is simple but will vary according to the provenance of the order, and therefore the user should previously contact the STRETS.

7.6. STRETS doesn’t accept any return obliged to collect on delivery or against refund and commits to refund the user within 14 (fourteen) days of receiving the notification where the user expresses the will to withdraw from the contract, or the working day following the receipt of the returned item or of the receipt that proofs the return, whichever is the latest.

7.7. Once the return arrives and STRETS checks that everything is in accordance with the Exchanges and Returns Policies, the new article will send.

7.8. The refund will be processed within 3-5 business days after STRETS receives the parcel. It may take more time for the refund to reach the customer’s account depending on the bank. STRETS will refund for all payments made, including delivery costs, except for any additional costs resulting from customer’s choice of any delivery method other than the ordinary delivery method offered. STRETS will refund using the same means of payment used for the initial transaction, unless expressly agreed otherwise; in any event, customer will not incur any fees as a result of the refund.

8. ONLINE DISPUTE RESOLUTION

8.1. The User may submit a complaint to STRETS.

8.2. Customers who are defined as consumers in accordance with the Alternative Dispute Resolution (Law 144/2015) and that had celebrated purchase/sale contracts and/or service contracts have the right to resort to official entities for assistance in the event of a dispute arising from the supply of goods and services, without prejudice to having recourse to the Judicial Courts. Alternative Dispute Resolution is the possibility that all consumers have at their disposal to turn to official entities that will help them to solve, or guide them through, a conflict before they open litigation in Courts.

8.3. The updated list of Alternative Dispute Resolution entities available under the terms of article 17 of Law no. 144/2015, of 8 September, are listed on the Consumer Portal, accessible through this website. STRETS also informs that, in order to resolve disputes arising from online purchases, user may use a resolution system, called the “ODR Platform - Online Dispute Resolution/ RLL”, created by the EU. You can access this platform through the Online Dispute Resolution website.

8.4. The User may also use the Electronic Complaints Book, which is a measure of the program “SIMPLEX + 2016”, involving the Direção-Geral do Consumidor and the regulatory agencies of different sectors.

9. TREATMENT OF PERSONAL DATA

9.1. 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.

9.2. STRETS is strongly committed to ensuring the confidentiality of users’ personal data. After STRETS has used card’s data for the payment of the order, these will be automatically erased from the data base and destroyed. In the next purchase, all your card’s data will be requested again.

9.3. Personal data and the use of cookies are treated in compliance with the legislation in force and with the best practices. Please refer to our Privacy Policy and Cookies Policy for further information.

10. RESPONSABILITY

10.1. STRETS shall not be liable for any inconvenience or damages caused to the user for the use of the Internet, such as service breakdown, intrusion attempts, and malfunctions due to viruses or any other case of force majeure.

10.2. In the event the user has suffered any damages related to the activity of the site, STRETS’ liability is limited to the damages to the products. The maximum refund will be (if applicable) the selling price of the products.

11. PROOF

11.1. The parties agree that the content of the computerized registers, stored in the computer systems of STRETS in reasonable conditions of safety, will be considered proof of communications, orders, and payments between the parties.

11.2. The elements and information transmitted by the user will enjoy full legal effect, the user recognizing electronic purchases, and the user cannot claim the lack of signature for non-compliance with the obligations assumed.

12. AMENDMENTS OF THE GENERAL CONDITIONS OF SALES

12.1. STRETS reserves the right to amend this document and other internal policies at any time. It is the user’s responsibility to check this documentation, since the applicable terms and conditions when using the website or concluding the contract will be those in force at the date of the order by the user.

12.2. STRETS may, at any time, and at its sole discretion, discontinue or suspend providing the service and or part of the service to one or all users, and no compensation or indemnity shall be payable in respect thereof.

13. APPLICABLE LAW

13.1. All contractual relationships established through STRETS website are governed by Portuguese law.

13.2. The Portuguese courts are the only courts with jurisdiction, or one of the ADR abovementioned, to solve any dispute arising from any contract concluded under the terms of these General Terms and Conditions of Sale, according to what is agreed by the parties.

(The reference language of the contract is Portuguese. In case of divergence of interpretation between the Portuguese version of the General Sales Conditions and any other document exchanged with the customer, the Portuguese language version will prevail.)