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 

Can 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:

• Download and fill in the Formulário de Devolução Online and send it to info@sanjo.pt with the order number identification in the subject of the email. In the "reason" field, indicate the reason for the exchange and which model and size you want.
  
  Note: If the shipping address changes, you must inform us in the same e-mail in which you send us the form.
• For orders delivered in Portugal, there is an Easy Return (free return) label inside the package. You must deliver it to Ponto CTT together with the returned product, which must be packed so as not to damage the original box.
• For orders delivered in Spain, simply indicate a day for the collection to be scheduled at your address, in the same e-mail address in which you send us the form.
• 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

Exchanges can be made by size, color or model and are subject to stock available at the time we receive the return.

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

See instructions for completing the online return form here.

I have already completed and submitted the online return form and would like to modify it, how can I do that?

Simply download a new Formulário de Devolução Online and fill in the changes you wish to modify. Then send it to us again. We will take into account the last form received.

RETURNS

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:

• Download and fill in the Formulário de Devolução Online and send it to the email info@sanjo.pt with the identification of the order number in the subject of the email. If payment for the order was made through the MBway service or Multibanco References, you must mention, in the same email, the Iban to which you want the transfer of the return value to be made. (In case the payment was made by Paypal, Visa, Amazon Pay or Klarna, the refund of the returned items is made in the same payment method chosen for the purchase after receipt and verification of the conformity of the returned product.)
  Note: If the shipping address changes, you must inform us in the same e-mail in which you send us the form.
• For orders delivered in Portugal, there is an Easy Return (free return) label inside the package. You must deliver it to Ponto CTT together with the returned product, which must be packed so as not to damage the original box.
• For orders delivered in Spain, just indicate a day for the collection to be scheduled at your address, in the same email you send us the form.
• 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.
• Shipping costs are non-refundable in cases 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.

See instructions for completing the online return form aqui.

I have already completed and submitted the online return form and would like to modify it, how can I do that?

Simply download a new Formulário de Devolução Online and fill in the changes you wish to modify. Then send it to us again. We will take into account the last form received. 

Can I return several different orders in the same shipment?

Yes you can. To do this, you must fill in a form per order and attach it to the email you are going to send us, in the title put the numbers of the orders in question.

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.