• How can I make a return?

    To return and/or exchange a product, you must access your customer area and fill in the return/exchange form. There you can opt for a refund using the same payment method, for changing the size or for issuing a voucher (to be used for a future online purchase). 


    PREPARE YOUR RETURN BOX

    The second step is to place your products in the original packaging where you received your Lion Of Porches order or in a similar cardboard box in good condition, adding the RETURN / EXCHANGE INFORMATION form next to your articles. Put the products you want to return and close it well with tape. Paste the return label, which contains the barcode and which you received inside your order box. Please ensure when shipping that the box does not contain any labels, stickers or other materials from previous shipments.


    CHOOSE THE MOST CONVENIENT RETURN METHOD FOR YOU

    For orders whose delivery was in Portugal, you have three free methods to return your order: free collection at home / place of work, return at a Pick Up point (CTT or DPD) or delivery at a Lion of Porches physical store. You are entitled to a free return per order. In the event that you intend to return more than one product in different returns, which are part of the same order, you can only do so by delivery to a Lion of Porches physical store or by your own means.

    COLLECTION AT HOME: By filling in the option “Free collection at home / place of work”, a request for collection will be sent to the carrier DPD or CTT. In your online order, you received a return receipt. This return slip must be pasted on the outside of the package, overlapping the original label. It will not be possible to define the collection time of the products by the carrier. The collection of the return will take place within the next 24 working hours, from 9:00 am to 7:00 pm, by the logistics partner.
    RETURNS AT PICK UP POINTS: You can return your order to a DPD or CTT PickUp Point, depending on the chosen delivery option. That is, if you received your order via DPD, you will receive a DPD label with it that allows you to return it to a DPD PickUp point. If you received your order via CTT, you will receive, together with the items, a CTT return label that allows you to return it to a CTT PickUp point. Use the aforementioned label by affixing it to the package and proceed with the return at the desired PickUp Point.
    RETURN IN PHYSICAL STORE: Valid only in physical stores identified in the online form in the customer area.


    YOUR OWN MEANS: If you prefer, you can send your return by your own means. In this case, the shipping cost will be borne by the customer and must be forwarded to:
    Online Department Lion of Porches
    Avenida 1º de Maio, nº 1666
    4485-105 Fajozes, Vila do Conde, Portugal


    Returned items are the customer's responsibility until they reach us, so please make sure they are well packaged, correctly addressed and that they cannot be damaged in transit. We are not responsible for any items returned to us in error. If we are able to locate the items (which is not always possible) and you want them returned to you, you will be charged the respective delivery cost. The refund/issuance of the voucher will only be processed after receipt of the order at the company's headquarters and verification of its compliance.


    CLIENT SUPPORT

    If you need help completing your return, please contact LION OF PORCHES Customer Service, via email customercare@lionofporches.com, or WhatsApp (text messages only) to +351 910 046 621. Customer Support is only available on weekdays, from Monday to Friday, from 9:00 am to 6:00 pm (GMT).

  • When can I return a product?

    To return and/or exchange a product, you must access your customer area and fill out the form. There you can choose the refund by the same payment method, request the product size exchange or to issue a voucher. In the latter case, you can use the return amount voucher for a future online purchase. Returns are only accepted within a maximum of 14 days (in a row) from the receipt of your order.


    If you want to exchange a product for another product of a different model/reference, it should be selected the "return" option, in this case we advise you to opt for the voucher and, in this way, you can use the value in the new purchase.

    The "exchange" option should only be selected if it is only a size exchange of the same product. You must fill in the return form by accessing your customer area indicating the new size you want.


     

    Exchanges/returns are not accepted for:

    Underwear, wrapping bags; masks, earrings, perfumes with open packaging; bath towels; personalized or modified items; Sold sealed items or swimsuits whose protective label is not intact.

     

    The exchange/return can only be accepted if it respects the following rules:

    - The products must not have been washed or used;

    - The products must maintain all the original characteristics and appearance and the packaging must not be damaged;

    - Products must be complete with all accessories and parts of which they are composed, and their identification tags intact.

    - Depending on the country where your order was delivered, the return may be subject to a return fee.

     

    We do not accept exchanges/returns outside the mentioned period. If you attempt to make a return after such a date, we assume no responsibility for it and may have to send it back to your address and charge you for delivery.

     

    Exchanged/returned items are the responsibility of the customer until they reach us, so please make sure they are well packed, correctly addressed and cannot be damaged during transport. We are not responsible for any items that are returned to us in error. If we are able to locate the items (which is not always possible) and you want them to be returned to you, you will be charged for the cost of delivery. The refund/issuance of the voucher will only be processed after receiving the order at the company's headquarters and verifying its conformity.

     

    If you encounter any difficulty in returning your order in good time, you must contact us immediately in writing, before the deadline, through the Customer Care email.

    Any exchange or return must comply with the remaining stipulations of all our terms and conditions.

     


  • How is my refund refunded?

    The refund of the return is always made using the same payment method as the original order.

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