The customer has the right to exchange within the legal period of 15 days to return an item with which they are not satisfied, in accordance with the provisions of Decree-Law No. 24/2014, of 14 February.
This period starts from the date of delivery of the order.
Note: In case of exchange, the value must be equal to or greater than the initial order.
In case of non-compliance or exercise of the right to exchange, you may return the articles within the legal period of 15 days after receipt, respecting the following provisions, in accordance with the 17th of the aforementioned Decree-Law:
- You will not be able to exchange or return the items if they have been used. The items must be returned properly protected, in their original packaging, undamaged or dirty and without any signs of use by the customer, and accompanied by any accessories, discount vouchers, gifts and documents.
- The customer must always make sure that the item they received is what they really want and that it is in perfect condition, before removing labels, plastic or guarantee seal, where applicable.
- Packaging that does not allow the sender to be identified (name, address, telephone number, order number) will not be accepted. The lack of this information on an item received at LOFT BRAND is the customer's responsibility.
- Shipping/reshipping costs for item exchange are the customer's responsibility.
- As provided by law, the refund will be made within a maximum period of 14 days, counting from the date of receipt of the goods at our facilities.
- The amount to be refunded does not include shipping costs paid for delivery of the order.
- If there is an error in LOFT BRAND's services and the item sent does not correspond to the customer's order, LOFT BRAND assumes responsibility for the costs arising from return and reshipment postage.
- Only items returned within the stipulated deadlines, in perfect condition and in their original packaging may be subject to a refund.
- Items that are damaged, dirty, show signs of use or do not conform to what was sent will not be accepted, and the return or exchange will be void. In this case, the items may be collected by the customer at our facilities or will be sent back to the customer only after new payment of the shipping costs.
- Items returned incomplete, damaged or dirty by the customer or outside the legal deadline for return will not be accepted. The procedure to follow is the same as that mentioned in the previous point.
- Orders returned by cash on delivery will not be accepted.
- It is recommended to send it by registered mail.
- In the case of unregistered shipping, LOFT BRAND is not responsible for any loss or misplacement.
- Exchanges or returns of outlet items, as well as items on sale or on sale, are not accepted.
- Exchanges or returns of costume jewelry are not accepted.
- Exchanges or returns of underwear (socks, bras, underwear, undershirts, etc.) are not accepted.
- Exchanges and returns of items made from delicate fabrics, party items and/or items with embellishments (sequins, glitter, pendants, etc.) are not accepted.
To start the exchange or return process, it is mandatory to fill out the exchange form available at: https://loftbrand.pt/pages/devolucoes-trocas-ou-cancelamentos and wait for a response from our team via email with the next steps.
