Returns Policy - Special Clothing - rights and obligations

Returns policy

What is SPECIAL CLOTHING returns policy?

If you are not completely happy with any items from your order you may return them to us within 15 days after time of delivery to return the products purchased at SPECIAL CLOTHING. The returned products must be in mint condition, without any use, inside the original package and with all the tags still in place. Don’t forget to include all the documents that came with the order.

The returned items are of the sole responsibility of the customer up to the moment they arrive to our premises; thus it is utterly important to prevent
potential damages or losses during transportation by choosing a safe, well-wrapped method of delivery.

Exchange

To avoid disappointment we advise that you place a new order for any items you wish to exchange for and request a refund for your return, as the items you want may sell out in the time it takes for us to receive your return. We are not able to hold items and cannot guarantee their availability prior to receiving your return.

Conditions For Return

Items must be in brand new condition and show no signs of wear with all original packaging, garment tags and labels still attached. Original shoe boxes and other containers that products are sold in are considered part of the product and must also be returned in undamaged and unused condition. Items returned without their branded packaging will not be accepted.

We do not accept items that have been damaged by wear and tear, altered or washed incorrectly (please check washing instructions on all garments before handling). When trying items on, please be sure they do not come in contact with perfumes, sprays, creams or other chemicals, and be sure to try shoes on a soft clean surface.

EXCLUSIONS

For purposes of hygiene we can not accept the following items:

  • Underwear
  • Swimwear
  • Headbands and hairclips

 

How can I make an exchange or return?

If you wish to return an order or part of it to SPECIAL CLOTHING, please send an email to [email protected] with the following details:

Order reference
Name
Reason for returning: if you intend to exchange for a different item or size or if you’d like to return to get a reimbursement.
We’ll identify the order and will issue a return authorization called RAM – Return Authorization for Merchandise. Please bear in mind that we’ll only be able to accept a return if it’s authorized by us with the RAM issuing.
Please contact us before returning any item.

Send your returns back to the following address:

Special Clothing
Rua Dr. Lopo de Carvalho, 30

6300-700 Guarda
Portugal

 

Does SPECIAL CLOTHING confirm that it received my return?

We try to process returns within 2 days after getting it. As soon as the return is processed by us, you’ll be notified by email. We suggest you send us all the return information so we can control its arrival.

Our Customer Service team is always available to answer any questions regarding the steps necessary for a correct return.

How much does it take to exchange an item or get a refund?

After we receive the item at SPECIAL CLOTHING and process the exchange in our system, we’ll try to assure the exchange is done in the following seven working days.

In case of an exchange for a product that is out of stock, we will inform the customer about the situation and the time needed to deliver the item. In case of a refund, we will process it within 72 hours at most.

Who pays for a return?

The customer will pay for a return if the reason comes down to an exchange or refund.  Unless deemed defective, only new items that are returned unused, except for trying on, will be refundable
In this case, the customer must follow our instructions in terms of pick-up and costs.

Please bear in mind that SPECIAL CLOTHING will not refund  the costs of the original order to the destination (of SPECIAL CLOTHING to the client), therefore the credit will be only of the ordered product(s).  If the destination is out of the EU, SPECIAL CLOTHING won’t be responsible for the payment of import fees and taxes that were paid by the customer as soon as the order entered the recipient country.

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