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1 – Payment Methods

1.1 – Immediate Payment:
We accept payments via Multibanco, MB Way, Mastercard, Visa, and American Express.

1.2 – Instalment Payment:
Yes, it's possible! You can pay for your purchase in instalments using your credit card.
Note: Instalment payment is processed directly between the customer and the credit card issuer. Calçado Lusitanna does not offer its own instalment plans.

1.3 – Payment Approval:
Credit card payments are subject to approval by the card administrator.
In case of suspected fraud, we reserve the right to confirm registration data. We may contact the customer by email, phone, or WhatsApp, through our anti-fraud department.

2 – Delivery Times and Shipping Costs

2.1 – Delivery Areas:
We deliver to the following countries:
Portugal, Germany, Austria, Belgium, Bulgaria, Cyprus, Croatia, Denmark, Slovakia, Slovenia, Spain, Estonia, Finland, France, Greece, Hungary, Ireland, Italy, Latvia, Lithuania, Luxembourg, Malta, Netherlands, Poland, United Kingdom, Czech Republic, Romania, Sweden, and Switzerland.

2.2 – Shipping Costs:

• €5.20 for Mainland Portugal and Continental Europe (including the United Kingdom, Ireland, Cyprus, and Malta).

• €7.90 for Non-Continental Portugal (Azores Archipelago and Madeira Archipelago).

Free Shipping:
For orders equal to or greater than €70.00, shipping is free for Mainland Portugal.

2.3 – Products by Order:
All our products are made to order. As soon as payment is confirmed, we start the manufacturing, picking, or preparation process for your order, which may affect the shipping time.

2.4 – Shipping Methods:
Products are shipped directly from our partner suppliers/warehouses, located in Spain, France, Germany, United Kingdom, Czech Republic, Poland, Italy, and China, via CTT Expresso Internacional.

2.5 – Delivery Times:

• Mainland Portugal and Europe: between 8 to 20 working days.

• Non-Continental Portugal: between 15 to 30 working days.

Important Notes:

• The indicated times refer to working days (excluding Saturdays, Sundays, or holidays).

• These are maximum times; you may receive your order sooner.

• Shipping will be carried out after confirmation of item availability and respective payment.

• After dispatch, the order tracking number will be provided for monitoring.

2.6 – Delivery Responsibility:
Deliveries within national territory are carried out by CTT Expresso.
Calçado Lusitanna is not responsible for delays, errors, or mistakes made by the carrier. In case of problems, the customer should use the tracking number to directly contact CTT Expresso.

2.7 – Shipping Data Validation:
The correct completion of shipping data is the customer's responsibility. If the order is returned due to an incorrect address, the refund will only be processed after the item is received at the original warehouse.

2.8 – Taxes:
All prices shown include VAT at the current legal rate (23%).

3 – Payment Confirmation

3.1 – Payment Processing:
Payment confirmation is automatically handled by EuPago, PayPal, and Stripe entities.

3.2 – Payment Rules:

• For immediate confirmation: Credit card or PayPal.

• For Mbway payments: you have 5 minutes to complete the payment after placing the order.

• For Multibanco payments: you have 3 days to complete the payment after placing the order.

Last updated: April 8, 2025

The User / Consumer has 14 days after receiving the item to request an exchange, according to the commercial establishment's rules.

⚠️ Exchanges are not accepted for items that have been altered, washed, used, have odors, are damaged due to misuse, or are without their original packaging.
Lusitanna.com is not responsible for the incorrect or improper use of its items.

How to request an exchange

1. It is essential to contact us beforehand via email info@lusitanna.com, stating:

   • Order number

   • Reason for exchange

2. Our team will respond within 24 business hours with instructions.

Shipping costs and conditions

• Mainland Portugal:

  • The first exchange per purchase is free.

  • The product will be collected directly by the carrier sent by us or can be dropped off at a CTT post office.

  • After the first free exchange, shipping costs are the responsibility of the customer.

• Islands (Azores and Madeira) and outside Portugal:

  • The customer must send the item to our address:
    RUA CORONEL CANDIDO TELES 11 - 1DT, PORTUGAL

  • In these cases, shipping costs are always the responsibility of the customer.

Exchange methods

The customer can choose to:

• Exchange for another item, or

• Receive a voucher for the purchase value for later use.

To reduce our CO2 emissions, we have abolished bulky boxes. All our items are shipped in more compact but super resistant packaging to keep them safe and impeccable.