DELIVERY METHODS
You have several delivery methods at your disposal, namely: home/workplace delivery, delivery to official CTT Post Offices or CTT partner Pick Up Points. You can select the most convenient point when placing your order.


DELIVERY COUNTRIES
We only deliver to mainland Portugal and the islands (Madeira and the Azores).

POSTAGE AND DELIVERY TIMES
Postage to mainland Portugal is free for orders worth €80 or more. Shipping is free to the Azores and Madeira for orders of €90 or more;.

Portugal Mainland

Portugal Islands

DELIVERIES
Alerts when your order is dispatched
Once your order has been dispatched you will receive an email from us (Ponto Souto) informing you of the dispatch. When your order is delivered to your home, you will receive an SMS with the estimated time of delivery. If you choose to have your parcel delivered by a Pick Up Point, an SMS will be sent as soon as delivery is confirmed by the Point.

If the parcel box arrives damaged in the customer's hands
Ponto Souto checks the condition of all products when they are dispatched to the customer, thus guaranteeing that the product leaves its warehouse in perfect condition. If the box containing the products or the product itself arrives damaged during transport and for reasons belonging to the transport process, the customer must inform Ponto Souto so that we can act accordingly. You can do this by emailing customercare@pontosouto.com. The customer must check that the details on the packaging correspond to those given to them and sent via email when the order was dispatched.

CHARGES AND TAXES
For orders destined for mainland Portugal and the islands (Madeira and the Azores), Ponto Souto products already include VAT at the rate in force in their final price.

RETURNS
If the item you have received does not fit or does not correspond to what you wanted, you can return it within 14 days of receiving your order. To do so, you must comply with the following rules:
- Products must not show signs of having been washed or used beyond the size and shape test;
- The products must retain their original characteristics and the packaging must not be damaged beyond what is necessary for careful opening;
- The products must be complete with all their component parts and even their identification labels.
- Returns for cancellation of purchase may be subject to a return fee.

Any exchange or return is subject to the other rules in our terms & conditions and FAQS.

We do not accept returns after the deadlines described. If you make a return after these dates, we may have to send it back to your address and charge the delivery costs.

Returned items are the customer's responsibility until they are received by us, so please ensure that they are correctly addressed and well packaged so that they are not damaged or lost in transit. We cannot be held responsible for any items returned to us by mistake. If the items can be traced, the return and the cost of delivery will be borne by you.

The refund/voucher will only be processed once the order has been received and checked for conformity. If you have difficulty returning your order in good time (within the time limits), please contact us in writing.
deadlines), please contact us in writing at customercare@pontosouto.com.

RETURN METHOD
To return one or more items, you need to fill in the return/exchange form in your customer area. This step is crucial so that we can understand how to deal with your return. Once the return has been received at our premises, and if you have not registered the return in your customer area, we will issue you with a voucher for exclusive use in the online shop.

Then place your products in their original packaging or in a similar cardboard box (in good condition), add the RETURN / EXCHANGE INFORMATION form that will be sent to you by e-mail. Put in the products you want to return and seal the box well with tape. Apply the Returns label (which contains the barcode) and make sure that the box does not contain any identifying signs of previous shipments (labels, stickers or other materials).

CHOICES OF RETURN METHODS
For orders delivered in Portugal (Mainland and Islands), you have a free method of returning your parcel: return at an official CTT point or at a CTT partner Pick Up point. You can only make one free return per order. If you wish to return more than one product in different returns for the same order, you must do so by your own means, in which case you will be responsible for the shipping costs.

RETURN AT CTT POINTS OR CTT PARTNER PICK UP POINTS
You can return your parcel to a CTT PickUp Point or CTT Point, depending on the delivery option you choose. In other words, you will receive a CTT return label via e-mail, which allows you to return your parcel to a CTT point or CTT PickUp point. Use this label by sticking it on the package and return it to the desired PickUp Point.

OWN MEANS
If you prefer, you can send your return by your own means. In this case, the cost of postage is borne by the customer and should be sent to:

Ponto Souto Online Department
Rua Santa Maria 2647,
4800-675 Souto Santa Maria
Guimarães, Portugal

CUSTOMER SUPPORT
If you need help completing your return, please contact PONTO SOUTO CUSTOMER SUPPORT at customercare@pontosouto.com. Customer Support is only available on working days, Monday to Friday, from 9am to 6pm (GMT).

EXCHANGE, REFUND OR VOUCHER
You can choose to exchange the item, but only the size, not an item with a different reference. If you want to exchange for a different item, we recommend the voucher option, as you can use the value on a new purchase.

If you want a refund, it will be made using the same payment method as the original order.

Alternatively, you can choose to have a voucher issued for the same amount as the return. In this case, a voucher will be sent to the e-mail address associated with the purchase. This voucher can be used for any purchase made in the Online Shop.

If a return is received without instructions from the customer (without filling in the relevant online returns form), we will automatically process the return and issue a voucher valid for purchases in our Online Shop.
Online.