FAQ

A: After finalising your order on our website, all the information you provide is processed securely and with total confidentiality.

In accordance with our Privacy Policy, it is in our interest to offer our customers total confidentiality so that you can continue to place your orders with us.

A: Creating an account on our site has several advantages for the customer:

• Consult your order history.
•  Manage your personal data.
•  Access exclusive discount codes.

A: In the second stage of the basket, before finalising the purchase, you can select the option ‘Billing address is different from shipping address’ and fill in the two addresses as required.

A: It's very simple. On the right-hand side of your page in the checkout process, there is an option that says "Do you have a discount code?". Select that option and copy your discount code into that area. Once you have a code completely filled in, select the "Add" option. The discount will be applied within a few moments.

A: We currently accept

• Multibanco Reference
• MB WAY
• Credit Card
• PayPal
• Klarna (phased payment)

A: If you have a registered account, simply access the ‘My Account’ area, enter ‘Order History’ and click on ‘Details’ to track the status of your order.

In addition, as soon as your parcel is dispatched, you will receive an e-mail with the parcel number and a tracking link, so you can follow the dispatch directly on the carrier's website.

A: Send an email to [email protected] with the order number.

If possible, please also indicate the reason (it helps us to continuously improve).

A: It depends on the carrier:

MRW: gets in touch to schedule another attempt.

CTT Expresso: after 2 attempts, leaves a postal order with instructions for collection.

For more information on deliveries, see our Delivery Page.

A: The invoice is always sent by email after the order has been confirmed. If the customer requests, it is possible to send the invoice in physical format together with the order.

A: You should check the condition of the packaging as soon as the parcel is delivered. If you detect any anomalies, such as damaged packaging or missing items, you should record them on the delivery note upon receipt. Failure to immediately report any irregularity prevents it from being subsequently attributed to Loja Ortopédica, except in the case of wilful misconduct, defect or serious fault.

Please contact us by email at [email protected] with:

• Order number
• Description of the problem
• Photographs of the damaged packaging/item

A: Send an email with the order number and the reason for the exchange/return to [email protected].

You can consult the Exchanges and Returns Page for more information about exchanges and returns.

A: Yes, you can exchange the item at our physical store in Leiria, but it is mandatory to inform our customer support team of your intention first. You must start the exchange request through your customer area on the website or by sending us an email. The exchange can only be made in-store after it has been approved by our department.

A: Yes, we can arrange a home collection. The service costs from €5. Send an email to [email protected] indicating this and send proof of payment.

A: It depends on the payment method:

• Multibanco, Transfer: you need to send your IBAN
• MB WAY, Credit Card, PayPal: the refund is made on the same platform

The cost of postage is not refunded. Only the value of the item(s) will be refunded.

A: Regardless of the method of dispatch of the exchange item, our department always sends notifications via email about the entire exchange or refund process.

The customer is notified of:

• Request for collection;
• Arrival of the item at our warehouse;
• Whether the exchange/refund has been accepted or not;
• Day on which the item is dispatched from our warehouse with the tracking number (If it is an exchange process).

A: The customer has a period of 14 calendar days from the date of receipt of the product to exercise the right of return, under the terms of the legislation applicable to the Right of Free Resolution.

In situations where items are exchanged/returned from the Islands, there is an extension of the deadline for resolving this process. This is due to the delay in the item arriving at the delivery address and the delay in our warehouse receiving the item for exchange. For more information, see our Exchanges and Returns page.

A: The refund will be processed within a maximum of 14 days after we have been informed of the return decision and after the returned product has been received and checked. The amount will be refunded via the same payment method used for the purchase.