Shipping, Exchanges and Returns

How do I make an online purchase?

Very simple:

  • You can register and have your user account or continue as a guest;
  • You select the product you want and the desired size. Then click on "ADD TO CART";
  • If you want to add more products click on "CONTINUE SHOPPING";
  • If you want to finalize your purchase, you must check your order (check that the desired sizes and models are correctly selected). Then confirm that you agree with the terms and conditions and enter your name and NIF if you want an invoice with tax data. Then go ahead and click on "FINALIZE PURCHASE"
  • Fill in the sending data: E-mail; Name; Last Name, Full Address and Contacts (if you want to use MBway as a payment method, the contact to be entered must be the one configured with the MBway app).
  • If you are in Portugal, andwant to collect your order at one of the Ponto CTT instead of having it delivered to your home, check the closest and available Ponto CTT. Then, in the “address” field of the contact information, write the address of the Ponto CTT chosen to pick up your order and enter: “PARTNERSHIP CTT”.
  • If you have a discount code to use, type it in "DISCOUNT CODE" and click "APPLY". Otherwise, go ahead and click on "CONTINUE";
  • For Portugal and Spain shipping is free, for other countries choose the shipping option and click on "PROCEED TO PAYMENT";
  • Choose the payment method: Credit Card, PayPal, MBway (you only have 5 minutes to make the payment after placing your order) Amazon Pay, Klarna or Multibanco Payment (if you choose MB, the order will only be processed after you make the payment of the MB reference generated in the next step);
  • If you want the billing address to be the same as the shipping address, click on "SAME SHIPPING ADDRESS"; if you want to put another one click on "USE A DIFFERENT BILLING ADDRESS" and fill in the data you want;
  • Finally, click on "PLACE MY ORDER" and your order summary will be generated (as well as the MB Reference if you have chosen this payment method).
  • Then you just have to wait for them to arrive.

 

I made a mistake in the size/item/color of my order, can I replace it?

It is not possible to replace products in orders completed autonomously. However, if it has not yet been issued, you can request a change to it by emailing info@sanjo.pt. If it has already been shipped, you can wait for the order to be received and then exchange it.

 

SHIPPING:

How much does shipping cost?

Shipping varies depending on the country of destination and the products purchased under the following conditions:

EUROPEAN UNION:

Free shipping - €0.00€

REST OF THE WORLD (except EU):

Standard Shipping (between €0.00 and €99.99) - €20.00
Standard Shipping (between €100.00 and €199.99) - €15.00
Standard Shipping (over €200.00) - €0.00

What is the delivery time for my online order?

The delivery time of our products varies according to the place of destination of the order according to the following deadlines:

PORTUGAL: 1 to 2 business days

SPAIN: 2 to 3 business days

EUROPEAN UNION (except Portugal and Spain): 3 to 4 working days

REST OF THE WORLD (except EU): 4 to 5 business days

 

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 within 14 days after receiving it, as long as the products retain their original characteristics and show no signs of use. To make an exchange, you just need to:

  1. Access our Portal available at this link and follow the steps.
  2. For deliveries in Portugal and Spain, Sanjo covers the exchange free of charge once per order.
  3. For orders sent to other parts of Europe, return costs are the responsibility of the customer, but Sanjo covers the costs of the second shipment.
  4. For exchanges from countries outside the European Union, please contact customer service at info@sanjo.pt before sending the item, which will facilitate the customs process.

Once we receive the returned product, we will send the new product requested. Shipping costs are non-refundable in cases where shipping fees were applied. Exchanges can be made automatically by size, subject to the stock availability at the time we receive the return.

If you would like to exchange for a different color or model, please contact customer service at info@sanjo.pt.

If returned items show signs of use, SANJO reserves the right to refuse the exchange.


RETURNS

Can I return my online purchase?

Yes, you can return your order within 14 days after receiving it, as long as the products retain their original characteristics and show no signs of use. To make a return, you just need to:

  1. Access our Portal available at this link and follow the steps.
  2. If payment for the order was made via Multibanco, you will be contacted via email to provide the respective IBAN.
  3. If payment was made through PayPal, Visa, or Klarna, the refund will be issued through the same payment method chosen for the purchase after receipt and verification of the returned product.

For deliveries in Portugal and Spain, Sanjo covers the return costs free of charge once per order.

For returns from countries outside the European Union, please contact customer service at info@sanjo.pt before sending the item, which will facilitate the customs process.

Shipping costs are non-refundable in cases where shipping fees were applied. If returned items show signs of use, SANJO reserves the right to refuse the return and deny a refund.


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.