Who delivers my order?

In Mainland Portugal, Islands and Spain, deliveries are made by CTT. For other countries deliveries are made by FEDEX.

Can I place an order and ship to a destination other than my Nation?

Sure. You only have to correctly complete the delivery address and leave associated the contact of the person responsible for receiving the order.

You can also choose to collect it at a Ponto CTT. There are many: find out which one is closest to your area.

Can I choose the day and time for receiving my order?

No, please make sure someone is present at your chosen delivery address.

If you are unable to guarantee receipt in the above way, we suggest that you choose the address of Ponto CTT to collect your order, check the available ctt points and enjoy the flexibility of being able to collect your order at the time provided by Ponto CTT.

Will I be responsible for import duties and taxes?

If the order is sent to the countries of the European Union, it will not be subject to any customs payment. If the shipment is made to the rest of the world (except the EU), they may be subject to import fees and taxes that are assumed by the customer.

EXCHANGES 

NOTE: If you have received the Easy Return label, please contact our customer service, via the e-mail info@sanjo.pt, before proceeding with your order.

May I exchange my online purchase?

Yes, you can exchange your order up to 14 days after receiving it, as long as the products maintain their original characteristics and show no signs of use. To make an exchange you only have to:

• Access our portal, insert the order number and the email you used for your order. After filling in the data on our portal, you should wait for a second email with all the information about the shipment.
• For deliveries in Portugal and Spain, Sanjo assumes the exchange at no additional cost, once, for each order.
• To exchange orders sent to the rest of Europe, the return costs are borne by the customer, but Sanjo assumes the costs of the second shipment.
• For exchanges and returns from countries outside the European Union, you cannot send the item before contacting the customer support service, via the email info@sanjo.pt. In this way, the customs process is facilitated.
• Once we receive the returned product, we will ship the new requested product.

All returns must be made to:
SANJO | Rua 5 de Outubro nº 484 | 4700-260 - Braga | Portugal

The exchange can be carried out automatically by size and is subject to stock availability at the time we receive the return.

If you want to change the color or model, you should contact the customer service, via the email info@sanjo.pt.

If the returned items show signs of use, SANJO reserves the right not to accept the exchange.

RETURNS

NOTE: If you have received the Easy Return label, please contact our customer service, via the e-mail info@sanjo.pt, before proceeding with your order.

Can I return my Online purchase?

Yes, you can return your order up to 14 days after receiving it, as long as the products maintain their original characteristics and without signs of use. To make a return you only have to:

• Access our portal, insert the order number and the email you used for your order. After filling in the data on our portal, you should wait for a second email with all the information about the shipment.

• If the payment for the order has been made through the MBway service or Multibanco References, you will be contacted via email to indicate the respective IBAN.
• If payment has been made by Paypal, Visa, Amazon Pay or Klarna, refunds for returned items are made using the same method of payment chosen for the purchase after receipt and verification of the conformity of the returned product.
• For deliveries in Portugal and Spain, Sanjo assumes the return free of charge once for each order.
• For returns from countries outside the European Union, you cannot send the item before contacting customer service, via the email info@sanjo.pt. In this way, the customs process is facilitated.
• Shipping costs are non-refundable where shipping costs have been applied.

All returns must be made to:

SANJO | Rua 5 de Outubro nº 484 | 4700-260 - Braga | Portugal

If the returned items show signs of use, SANJO reserves the right not to accept the return and refuse to refund them.

DEFECTED ARTICLE

If your product has a defect, do not hesitate to let us know.

Just follow these steps:

• Send an email to info@sanjo.pt:
  • Email subject: ”Complaint #1001” (after the cardinal, put your order number).
  • Attached: 2 or 3 clear photographs that clearly show the problem encountered with the product.
  • Email text: Describe in detail the problem encountered.
• Send your product to the address SANJO | Rua 5 de Outubro nº 484 | 4700-260 - Braga | Portugal.
• Your product will be analyzed in the laboratory. We will repair it if it is a simple and easily resolved problem, allowing for a reduction in waste. This solution will only be possible if it does not bring any inconvenience to you. In case there is no possibility of repair, we make the replacement.
• This process takes approximately 10 business days.

We assume responsibility for all our products as long as all the maintenance and cleaning standards for our shoes available on our website have been complied with. You can confirm here: https://www.sanjo.pt/pages/faqs. After a claim, the product will be subjected to laboratory analysis and any non-compliance will be detected and, in this situation, Sanjo reserves the right to deny the repair/replacement of the article.