FAQs

My Account

How do I create an account?

Click the Account link at the top of the page in the upper right corner. Then, simply follow the prompts to complete your account setup. Your data is kept completely private. Please refer to the Privacy Policy chapter in our website to acknowledge our commitments and rules regarding the protection and processing of personal data.

I forgot my password

Click the Account link at the top of the page in the upper right corner. Under the login box, you’ll see a link that says Forgot your password. Click here, and we will send an email to you with your password.

 

Order status

How long before an order is processed?

All orders made from Monday to Friday are processed within 2 business days. All orders placed during the weekend or on a public holiday will be sent from our warehouse on Monday or the next business day.

How long will my order take?

It depends on where you are located and the shipping method you chose. Orders shipped to Portugal and Spain will take 1-2 business days. Orders for European Countries will take between 2 and 5 business days. Please refer to our shipping policy chapter on the website, and you will find information concerning estimated transit times for our major countries' destinations.

If your country is not included, please contact us at contact@matchboots.com, and we will be happy to provide you with that information.

How can I change my order?

Please contact us immediately at contact@matchboots.com. Orders are usually processed in 1-2 business days. We’ll do our best to adjust your order, but if it’s already been shipped out, there is unfortunately nothing you can do.

How do I cancel my order?

We process orders within 1-2 business days. Please send us an email to contact@matchboots.com, and we’ll do our best to help you cancel the order.

Where can I check order status and tracking?

As soon as your order has shipped, we will send you an email confirmation which will include the tracking number, so you can follow its progress.

My order says “delivered,” but I still don't have it. How should I proceed?

Sometimes your package is just waiting in an unexpected place. We strongly suggest you contact your neighbours, and/or check your mailbox for a notice from your courier in case he attempted to deliver when you were not home.

If your order still has not arrived after 7 days of being marked as delivered, please reach out to us at contact@matchboots.com, and we will do our best to take care of you.

 

Shipping

Where do you deliver? Do you ship to my country?

We can ship our products world wide. 
Please note that for all international orders outside the EU (European Union), your package may be subject to import duties and taxes. You, as the customer, are responsible for paying those fees. We recommend that you check with your local customs office before placing an order from our website, as these fees can sometimes be significant, and we are unable to calculate these for you.
If your country is not on our list in the table of shipping rates, please contact us at contact@matchboots.com and we will provide you with the shipping costs for your order.

What shipping carriers do you use?

Portuguese and Spanish orders are shipped with CTT Express and DHL.
All other international orders are dispatched with DHL (Express or parcel).

How much does shipping cost? What are my international shipping charges?

The shipping cost depends on your location and the shipping method you chose (standard or express). Please refer to the table in the shipping policy chapter, where these costs are detailed, for the countries where we sell our products. 

If your country is not on our list in the table of shipping rates, please contact us at contact@matchboots.com and we will provide you with the shipping costs for your order.

Please note that if you live in a country not belonging to the European Union, your package may be subject to import duties and taxes. You, as the customer, are responsible for paying those fees. We recommend that you check with your local customs office before placing an order from our website as these fees can sometimes be significant and we are unable to calculate these for you

How can I update/change my shipping address for an order?

You can update your address by sending us an e-mail at contact@matchboots.com. 
If your package has already been shipped, we cannot update it, unfortunately.

Do you ship in recycled boxes?

Following our sustainability and environmental policy guidelines, all of our shoes  boxes are recyclable.

Can I pay for shipping at delivery?

No, you cannot. Shipment costs are presented at the moment you close and pay for your order.

Can I get free shipping?

We offer free shipping for all Portuguese orders.
For all international orders, we offer very competitive rates for standard and express shipping with our courier partners.

 

Returns & Refunds

I need to return something I bought. What's your policy?

Please click here to view our return policy. 

Can I return merchandise after 1 month?

No, you cannot, according to our return and refund policy, which sets the following return conditions, for merchandise:
“The exchange or return request must be made within a maximum of 15 days after receiving the order for an exchange or refund. 
Returns shipped after the first 15 days will be eligible for a store credit voucher (store credit vouchers never expire).

After 30 days, all sales are FINAL and returns and exchanges will not be accepted”.

Do I need to pay for return shipment?

Return shipments are the responsibility of our customers.

When do refunds from a return show up in my bank?

After receiving the product and verifying it's in good condition, the amount will be refunded in the form of a credit to your original payment method. Please allow up to 5 business days to process it, once the returned product is received by our warehouse.

We will confirm with you by e-mail that we have received your returned product, that it is eligible for return and when the amount payment has been processed.

 

Pricing and billing

Do I have to pay sales tax (VAT)

If you live in an European Union country, you have to pay VAT (sales tax) on your  purchase.

I need a copy of my invoice. What should I do?

You can request an official invoice for your order by emailing us at contact@matchboots.com. Please include your order number, and we will send a copy of your invoice to you as soon as possible.

 

Cleaning

How do I clean my sneakers?

To clean the leather of your sneakers, you should only use a damp white cloth. Do not use any chemicals or cleaning solutions, as these could alter the shoe's texture and colour.

 

Contacts

How can I contact you, if I have any questions?

Please sent an e-mail to contact@matchboots.com, and we will do our best to promptly answer your question.