Delivery times vary depending on the product and are indicated on the item page. If there is a delay, our Customer Support team will contact you. For orders with several items, the delivery time will be that of the product with the longest lead time. Orders outside mainland Portugal may have longer delivery times; if this is the case, you will be notified.

After dispatch, we send two emails: the first confirming dispatch and the second with the tracking number. If you don't receive them, check your spam folder before contacting us. If the address is incorrect and the parcel returns, you will be charged new postage.

Product availability depends on existing stock. In the event of a shortage, we will inform you by e-mail of a new delivery date.

Transport

Continental Portugal

Shipping calculated at checkout.

MRW: Minimum 4,50€.

Free delivery for purchases over 70€.

Azores and Madeira:

CTT: from 6.50€, varies according to weight.

Peninsular Spain

MRW: Minimum €4.50.

Free for orders over 70€.

Rest of the World

You can send us an email with your address and contact details so that we can check the shipping costs with DHL. Send your details to the following email address: encomendas@lojaortopedica.pt.

Carriers by zone:

Mainland Portugal: MRW

Peninsular Spain: MRW

Azores and Madeira: CTT

Rest of the world: DHL

When you receive your parcel, check the condition of the packaging. Note any damage on the proof of receipt. Deliveries are made on working days, from 9 a.m. to 7 p.m., accompanied by the invoice (in the outer bag or inside the package).

Exchanges and Returns

Continental Portugal

The customer has 14 days after receipt to request exchanges/returns by informing us via email: apoiocliente@lojaortopedica.pt with the order number. Shipping to our warehouse can be done in the following ways:

• It can be done by the customer via a carrier of their choice (variable cost);
• It can be done via a collection scheduled by Loja Ortopédica (cost from €5, depending on the product). Payment must be made in advance and proof sent.
• Return to our physical shop in Leiria (free of charge).

Azores and Madeira

The customer has 14 days for exchanges/returns, notifying us by email. Shipment to our warehouse is made by the customer via a carrier, and the cost of the new shipment is also borne by the customer.

Peninsular Spain

The process is similar to that in mainland Portugal: notification by email topoiocliente@lojaortopedica.pt and dispatch by the customer via courier (variable cost) or collection arranged by us (cost from €5 with proof of dispatch).

Outside Portugal (Rest of the World)

After notification by email topoiocliente@lojaortopedica.pt, collection will be made directly by DHL, at a cost notified in advance. Payment can be made by bank transfer or PayPal, and once payment has been confirmed, collection will be scheduled.

Exchange conditions

Items must be returned in perfect condition, in the original unopened packaging, with all units, leaflets and guarantees. We do not accept used products or damaged packaging. The customer must pack the item in the best possible way in a box or package.

Refunds

Refunds are made after checking the condition of the product. Returns are made according to the original payment method:

Multibanco, Bank Transfer and COD: the NIB must be provided.

MBWAY, PayPal and Credit Card: automatic refund by the platform used.

Exceptions

We do not accept returns on personalised products, custom-made products or products that cannot be resold for hygiene reasons (such as elastic stockings).

Gift voucher

When you select at the checkout that you would like a gift voucher, you receive a voucher together with your product without mentioning the purchase price. This way, the person receiving it as a gift can exchange it themselves, following our rules.