FAQ
FREQUENTLY ASKED QUESTIONS (FAQ)
How can I pay for my order?
We accept credit card payments (Visa and Mastercard). Multibank and charge on delivery are also available only if you are a Portuguese resident. We also accept PayPal if you prefer this method.
Where do you ship?
International Shipping available - We are currently shipping worldwide. Please note that any import taxes or charges are to be paid by the customer. We can’t be held responsible for any parcel once it has left Portugal.
How can I follow my order?
You can track your order in two different ways: log in at your account or checking your e-mail box with our latest update (is you logged as a guest, you can only receive e-mails with updates).
What Shipping methods are available?
Standard and Express shipping are available both for domestic or international customers. Please click here to know in detail, our shipping methods.
How long will my order take to arrive?
The average arrival time in Portugal is 1-3 working days, except customizable items, depending on service selected, and are generally dispatched on the day of the purchase, if the order is completed before 12 p.m. International average arrival is 3-10 days, once again depending on the service selected. Please note that this schedule can change depending on your local office, customs and other factors that TugaSox has no control over, once the items are shipped from our premises
Customizable items estimate delivery depends on the volume and details required from the customer. Please feel free to contact us at geral@tugasox.pt every time you need an estimated date for your custom gear.
Can I cancel my order if I have made a mistake?
You can ask us to cancel your order within 24 hours after being placed by e-mail. We cannot make amendments after you finalize your order. After receiving a shipping notification, we are no longer able to intercept your parcel, and it will need to go through the standard return channel. Customers that make mistakes on their address details when submitting their orders, and for that reason the parcel is undelivered, TugaSox will reserve the right to charge another delivery charge for resending it.
How can I know the size of your products?
All size charts are available on every products page. Find a flexible tape and measure the area (i.e.: waist or bust) and match with the specific product size chart you desire. We stay true to our sizing.
However, the best way to find the perfect size it’s to try the product! – We accept returns if you require a down or upsizing– check out our returns policy for clarifications.
Returns
Please see our returns page here.
Can I return an item that I’ve purchased from your website?
All items purchased from our official website/store can be returned or exchanged, except the ones that were already customized. In this case, they can't be returned or exchanged - unless any manufacturing error or not intended defect occurs.
Please check our returns policy for more details.
How long would it take to complete the return process?
You can return your products up to 30 days after receiving them at your address. Products must be returned as new and in an original condition (with all tags and labels on). The return process normally is concluded in 8-15 day after received by our warehouse. For more information, please read our returns policy.
Can I return an item that was purchased from another supplier?
If you have any problem with an item and it was purchased from an external party, you need to return it to that supplier, following its own return process. We are unable to accept any returns unless they were purchased through our official store/website.
Wholesale
We can offer wholesale on our TugaSox range of products.
Please contact us to discuss your requirements and we will be able to provide you with details and pricing.
How can I pay for my order?
We accept credit card payments (Visa and Mastercard). Multibank and charge on delivery are also available only if you are a Portuguese resident. We also accept PayPal if you prefer this method.
Where do you ship?
International Shipping available - We are currently shipping worldwide. Please note that any import taxes or charges are to be paid by the customer. We can’t be held responsible for any parcel once it has left Portugal.
How can I follow my order?
You can track your order in two different ways: log in at your account or checking your e-mail box with our latest update (is you logged as a guest, you can only receive e-mails with updates).
What Shipping methods are available?
Standard and Express shipping are available both for domestic or international customers. Please click here to know in detail, our shipping methods.
How long will my order take to arrive?
The average arrival time in Portugal is 1-3 working days, except customizable items, depending on service selected, and are generally dispatched on the day of the purchase, if the order is completed before 12 p.m. International average arrival is 3-10 days, once again depending on the service selected. Please note that this schedule can change depending on your local office, customs and other factors that TugaSox has no control over, once the items are shipped from our premises
Customizable items estimate delivery depends on the volume and details required from the customer. Please feel free to contact us at geral@tugasox.pt every time you need an estimated date for your custom gear.
Can I cancel my order if I have made a mistake?
You can ask us to cancel your order within 24 hours after being placed by e-mail. We cannot make amendments after you finalize your order. After receiving a shipping notification, we are no longer able to intercept your parcel, and it will need to go through the standard return channel. Customers that make mistakes on their address details when submitting their orders, and for that reason the parcel is undelivered, TugaSox will reserve the right to charge another delivery charge for resending it.
How can I know the size of your products?
All size charts are available on every products page. Find a flexible tape and measure the area (i.e.: waist or bust) and match with the specific product size chart you desire. We stay true to our sizing.
However, the best way to find the perfect size it’s to try the product! – We accept returns if you require a down or upsizing– check out our returns policy for clarifications.
Returns
Please see our returns page here.
Can I return an item that I’ve purchased from your website?
All items purchased from our official website/store can be returned or exchanged, except the ones that were already customized. In this case, they can't be returned or exchanged - unless any manufacturing error or not intended defect occurs.
Please check our returns policy for more details.
How long would it take to complete the return process?
You can return your products up to 30 days after receiving them at your address. Products must be returned as new and in an original condition (with all tags and labels on). The return process normally is concluded in 8-15 day after received by our warehouse. For more information, please read our returns policy.
Can I return an item that was purchased from another supplier?
If you have any problem with an item and it was purchased from an external party, you need to return it to that supplier, following its own return process. We are unable to accept any returns unless they were purchased through our official store/website.
Wholesale
We can offer wholesale on our TugaSox range of products.
Please contact us to discuss your requirements and we will be able to provide you with details and pricing.