Exchanges & Returns

Before proceeding with the return, check:

  • The item cannot have been used, washed or damaged (we suggest that the shoes be tested on a carpeted surface before use/wear);
  • The item must be in its original packaging;
  • Returns will only be accepted within 30 days after the delivery date;
  • Separate returns of the same order will not be accepted;
  • The above conditions must be observed so that ESC can assess the reimbursement of the article.


Upon receipt of the order, the customer has a 30-day period to return or exchange their article(s). Exchange/return costs are borne by ESC (valid in Continental Portugal for packages up to 2 kg and in the case it's a first exchange. In subsequent returns, shipping costs (€5), shall be borne by the customer (except on the grounds of duly identified quality issues).

How can I exchange an item I purchased at the online shop?

In physical stores, we only allow exchanges for items of equal or higher value, in stores in Portugal, in accordance with the above-mentioned conditions and duly accompanied by the respective invoice. If you want to make an exchange for another different article, you should always select the Return option.


Can I return my order at any physical ESC store?

Returns regarding items bought at our online store are not accepted at our network of physical stores.


Origin   
Term         

Exchanges online           

Exchanges at ESC stores                
Returns online
 
Portugal - Mainland (PT)     

 30 Days  Free1  Free  Free Returns2 - Through Pick-up Point only.

Portugal (Madeira/Azores)               
 30 Days  Free3  Free Products sent to the Warehouse3 - (Shipping fees to be borne by the customer).


  1. Valid only for the 1st (first) exchange of an item(s), for each new order;
  2. Free Returns — Offer valid only for the 1st (first) return of an item(s), for each new order, through Pick-up Point only. However, if the customer wishes, a cature can be scheduled at an address designated by the customer (Customer Allowed Shipping Costs);
  3. In the case of a Return or a 2nd (second) exchange of an item(s), the shipping fees are borne by the customer).


Products sent to the Warehouses address:

ESC Warehouse, Rua da Boca s/n 4815-640, Vizela, Braga, Portugal.



Exchanges online:

In the case of a Return, you can only choose a different colour or size of the same Model, with regard to the original order. 

Please follow the instructions that appear below:
  1. Sign in to your Account;
  2. In the area "My Account" on the menu, choose "Order History";
  3. Select the desired order;
  4. Once selected, choose the "Exchange" option;
  5. Select the "Collection method":
    • Portugal - Mainland: Pick-up Point or At an Address;
    • Madeira / Azores and Spain: Customer ships to the ESC Warehouse;
    • Other EU markets: Pick-up Point or At an Address;
  6. Select the "Reshipping method";
  7. End with "Exchange".


How can I return an item I purchased at the online shop?

For customers who are registered on the www.esc---store.com website.


 Returns online:

The returns must always be initiated through the Online Store, on the www.esc---store.com website.

Please follow the instructions that appear below:

  1. Sign in to your Account;
  2. In the area "My Account" on the menu, choose "Order History";
  3. Select the desired order;
  4. Once selected, choose the "Return" option;
  5. Select a "Collection method":
    • In Portugal - Mainland: At an Address;
      • Request a Collection for the original address, the address where you received your package. All pick-ups (collection) are scheduled through a contact between the carrier and the customer. Later, you will receive an Collection confirmation!
    •  In Madeira / Azores and Spain: Customer ships to the Warehouse.
      • You should send the product(s) to the ESC - Warehouse.
    • Other EU markets: Pick-up Point or At an Address.
      • If you want to return your order through a Collection at an Address, you should pack the article(s) in the original box(es) and stick on the "BACK" freight bill sticker that came with the initial order.
      • If you want to return your order through a Pick-up Point, you should pack the article(s) in the original box(es) and stick on the "BACK" freight bill sticker that came with the initial order. Then, you must head to your nearest Pick-up Point and deliver the Return package. Check the available Pick-up Points list - UPS access point locator: https://www.ups.com/dropoff.
  6. End with "Return".


UNREGISTERED CUSTOMER

If you placed your order as an unregistered customer, you can initiate the Return procedure through the link sent in the Confirmation Email and, consequently, proceed with the remaining process.
Please note: If you have multiple items to return in the same order, you must Return or Exchange them at the same time. After the request to return an article of an order, our website will not allow you to go back to perform an Exchange or a Refund.


When and how will I receive the refund?

Once the returned order is received, ESC will examine and confirm its condition and, once approved, you will be refunded in the amount corresponding to the article returned, in the same way in which you made your purchase.

If the returned items are damaged or worn, ESC reserves the right not to accept the Exchange/Return and to refuse their refund. Any fees and taxes which have been paid either by shipping or returning your order, will not be refunded.

After receiving the return package, and if all the requirements of our return policy are confirmed, you will receive an email informing you that the refund will be processed. The time required to make a refund depends on the payment method used and can go up to 15 days:
  • Credit Card: The time frame for the refund amount to be credited to your account depends on the policy of the bank that issued the card;
  • MBWAY: The time frame for the refund amount to be credited to your account depends on the policy of the bank that issued the card associated to MBWAY;
  • PayPal: the refund will be credited to your PayPal account and will be immediately visible. The time frame for the refund amount to be credited to the credit card associated to your PayPal account depends on the policy of the bank that issued the card;
  • ATM References: the refund will be credited to your bank account after the reception and verification of your returned item(s). When using this payment method, in the event of a return and to proceed with the refund, you should inform us of your IBAN, which has to be from the same country of the billing order. Without this information we will not be able to transfer the amount of the refund.


EXCHANGES AND RETURNS IN PHYSICAL STORES

 

  • ESC accepts exchanges and returns within a maximum period of 30 days from the date of pruchase, with no signs of use, upon presentation of the receipt and, where applicable, the card with which you have made the payment. 
  • In case of return, it will be done through the same means of payment and at the store where the purchase was made.
  •  Whenever a gift receipt as been issued, in case of return, it will be done through a credit voucher valid for 90 days.
  •  Items purchased at na Outlet with special conditions (samples, fixed price, etc.) are excluded from possibility of  returnig, the rest can be exchanged or returned only at the store where the purchase was made.
  •  This warrant is additional and does not affect any other consumer rights recognized by current legislation.  



Updated:  24/03/2022