FAQ
COMMON QUESTIONS
What payment methods can I use?
We accept payment by Multibanco (if you have a bank account in Portugal),
Credit Card (Visa, Mastercard), and cash on delivery (in this case as long as you reside in the national territory). We also accept payments by PayPal if you wish to use this method.
Where do you ship your products?
We ship worldwide. Please note that any taxes or duties charged upon entry into other countries will be the responsibility of the consumer. TugaSox cannot be held responsible for any additional charges once orders leave Portugal.
How can I find out the status of my order?
You can find out the status of your orders in two ways: either by logging into your account, using the link on the home page, or by checking your email inbox.
Orders placed using the guest profile only receive email updates.
What shipping methods do you use?
You can choose between standard or express shipping.
You can check the different shipping options in detail here
How long will it take for my order to arrive?
The average delivery time for orders in Portugal is 1-3 days, for non-personalized items, and depending on the shipping method selected by the consumer at the time of ordering. For international shipments, the average is 3-10 days, depending on the delivery method selected. Please note that it may take longer,
depending on the country, customs or other constraints that TugaSox cannot control. In the case of personalized items, the delivery time varies depending on the specifics of the order (quantity, items and personalization details).
Contact us at geral@tugasox.pt whenever you need an estimated delivery time for items to be customized.
I made a mistake with my order, can I cancel it?
Please be careful when placing your order, as we cannot amend it once it has been submitted. If you have already received a shipping confirmation, we can no longer intercept it, and you will have to follow the normal returns channels.
If consumers provide their delivery details incorrectly and the orders are therefore not delivered and returned, TugaSox will charge a new shipping fee.
How can I know the measurements of your products?
The measurements of our products can be found on each product page, or in the size charts tab.
To better determine the ideal size, use a flexible measuring tape, take the measurement and compare it with our size charts. Our size charts are accurate to the actual measurements.
However, the best way to get it right is to try it on! We accept returns if you need to size up or down – check our returns policy to find out under what circumstances you can return your items.
Returns
You can consult our returns policy here .
Can I exchange/return any product I purchase from you?
online store?
All items available in the online store can be exchanged/returned, with the exception of personalized products. In this specific case, only products with manufacturing or construction defects can be exchanged or returned.
To find out in detail under what circumstances you can exchange or return the items you have purchased, please consult our returns policy.
How long does a return process take?
concluded?
You may return products up to 15 days after they have arrived at the address you provided upon purchase. The exchange or refund will be made if the products are in new and original condition (with all labels attached). The return process may take between 8-15 days after we receive your return.
Please see our returns policy for more information.
What should I do if I have already purchased the same item?
at a dealer?
If you have a problem with an item that was purchased from a retailer, you should return it to that retailer, following that retailer's return policy. We cannot accept returns on items that were not shipped from our official website/store.
Can I be your reseller?
Our products are available for resale.
Please contact us to find out about the range of items for resale and the requirements needed to become a reseller.
[lang2]
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 track 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 in as a guest , you can only receive e-mails with updates).
What shipping methods are available?
Standard and Express shipping are available for both domestic and 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 pm 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 (ie: 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 is 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 days 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.
