Frequently asked questions

STRUTS Lisbon FAQ STRETS walk you mood

Sizing

Where can I find the size chart for each product?

You can find the size chart on the right side of the product page.


What is the best size for me?

There is no right answer. Check the size guide and choose the size you feel it's the right one.

If any issues arise, you can always exchange your STRUTS later.

Payment Methods

What payment methods are available?

American Express, Visa, MasterCard, Apple Pay and Paypal.


Where do I enter my promo code?

After confirming your cart and advancing to check-out, you can add the discount code provided.

Orders & Shipping

When will my order be shipped?

Orders are usually shipped the day after we receive the payment confirmation.


When will my order arrive?

The shipping periods are expected to be:

 - in Portugal: 2 to 5 working days;

 - rest of the World: 3 to 9 working days.

Due to COVID-19, the estimated delivery times above may change considerably.


Can I follow my package?

In most cases, the tracking number and the name of the courier will be sent to the contact you provided at checkout. You can use it to track your shipment.


Do you ship internationally?

We ship worldwide!


Can I return/exchange an international order?

Returns and Exchanges are available worldwide. Please check our Returns & Exchanges Policy.


Do I pay taxes on International orders?

EUROPEAN UNION: all taxes and duties are included, meaning there are no additional charges to you at all.

OUTSIDE THE EUROPEAN UNION: you may be subject to local import taxes and duties once your package reaches your country. We have no control over these charges and cannot predict what they might be, meaning all additional costs with taxes, duties and customs charges must be covered by you.


What if my item arrives damaged, defective or incorrect?

Please contact us, with a picture of the damaged items or the wrong item you have received, as well as your order number and contact details.


I don't know where my package is, who should I contact?

In most cases, the tracking number associated with your shipment will be provided when your order is dispatched.

If, for any chance, you can’t track your package on the courier website, please contact us.

Returns & Exchanges

What's your Returns and Exchanges Policy?

You have 60 days to return it. No questions asked. Check our Returns & Exchanges Policy.


How can I exchange an item?

Communicate your exchange intention by contacting us, telling us your order number and what items you want to exchange and the desired new model and size. Our Customer Experience Team will get back to you as soon as possible and schedule the best time to collect the item to be exchanged.

Once the package is received, checked and approved, we will send the new item right away for free!


How can I return an item?

Communicate your return intention by contacting us, telling us your order number and what items you want to return. Our Customer Experience Team will get back to you as soon as possible and schedule the best time to collect your returning item.

Once the package is received, checked and approved, a reimbursement process will be issued within 2-5 working days for the total order value.


Can I return/exchange an international order?

Yes! You’ll receive full reimbursement for your purchase and your shipping costs.


Can I return two orders in one package?

Yes, there’s no problem with returning two orders in the same package. Please contact us and we will provide you all the details.


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