Frequently asked questions – FAQ

The EscapeShoes account

- How can I create my EscapeShoes account?

- Don’t remember or forgot my password

- Advantages of having a customer account

- Advantages of subscribing to the newsletter

- How do I get in touch with EscapeShoes?

- Where do I find the technical information about a product?

- How do I know if the desired product is available?

The order

- How do I place an order?

- Can I place an order by phone or e-mail?

- How do I know if the order was accepted?

- How can I change or cancel the order?

- Can I change the address?

- Can I ask to ship it to another address that is not my home address?

- How can I follow the order?

- I didn’t receive my order, what should I do?

The payment

- Payment by ATM;

- Payment by bank wire transfer;

- Payment by Credit card/PayPal;

- Cash on delivery;

- Is online payment safe?

- Is the price guaranteed?

- Is VAT included in the prices?

- Invoices

Exchanges and returns

Delivery information – Countries and shipping costs

The EscapeShoes account

You only need to fill in the details of your account once. This will allow us to have the necessary details for the shipping of your orders.

How can I create my EscapeShoes account?

In the upper right corner, click on “Log in” and then write your e-mail address in the registration form with the title “Create an account in seconds” and click on the button. After that, you only need to write your name and set the password and then click on the button.

If you are having difficulties, get in touch with our customer service that will answer you immediately afterwards.  

Don’t remember or forgot my password

In the upper right corner, click on “Log in” and then, on the right side, click on “Forgot your password?”. Write your e-mail and then click on the button, a new password will be automatically sent to you to your e-mail.

Advantages of having a customer account

With a customer account, you can:

  1. Confirm your orders;
  2. Check the status of your orders;
  3. Check and change your delivery address;
  4. Change your password.
 

Advantages of subscribing to the newsletter

  1. You receive discount vouchers;
  2. You receive beforehand the launch of new products;
  3. You get to know when new collections are launched;
  4. You get to know when promotions or discounts start.
 

How do I get in touch with EscapeShoes?

In case of doubts, questions, information or suggestions, you can call us to 00351 212417647 or contact us through chat. Alternatively, sends us a message by clicking here, we will be at your disposal and will answer you immediately afterwards.

(If you contact us by phone or chat, we are available every business day, but by e-mail, we will also answer you on the weekends).

Where do I find the technical information about a product?

Click on the product that you are interested in, and on the right side of the photo, you can find information like the dimensions, if it is a loose or narrow fit, if it is from this collection and if we are waiting for restocking.

Underneath the photos, you can find the description, the size converter, a video of the product being used and comments of customers that have already bought that product.

How do I know if the desired product is available?

In the product’s webpage, on the right side of the picture, you should choose the desired size.

The indicated products correspond to our stock and only the sizes available are presented.

If the product in the desired size has run out, please send us a message by clicking here and by letting us know the desired model, colour and size. Alternatively, you can call us to 00351 212417647 or contact us through chat.

(If you contact us by phone or chat, we are available every business day, but by e-mail, we will also answer you on the weekends).

Some of the brands that are at our disposal have the possibility to place orders and so we will do all we can to satisfy your request.

EscapeShoes reserves the right to cancel your order in case of accumulation of vouchers and discounts, indications of fraud, anomalies, defects, reservations or stock errors.

The order

How do I place an order?

Choose the desired model and size – there are different alternatives available to search:

-In the menu, click on category and then click on the desired category. All the products from that category will be presented. Notice that on the left side of the page, you will be able to choose the size, brand, gender, etc. Select what you are looking for and wait a few seconds, only the products with the features that you selected will be presented.

At any moment, you can change the selected features.

-In the menu, click on brands and then choose the desired brand by clicking on its logo. All the products from the brand will be presented. In this type of search, it is not possible to choose the products from that brand in the desired size. Therefore we recommend that you choose the previous type of search.

-In the top centre of any page, where it says “Search”, directly write the keywords of your search (reference, brand, model, colour, etc…)

When you find the product that you wish to buy, open the page, select the desired size and click on “Add to cart”.

If you wish to add more products to your cart, click on “Continue shopping”, otherwise, click on “Proceed to check out”.

After that, the summary of your order will be presented to you.

Scroll down to point 1.

If you are not registered, you should register, otherwise, you just need to confirm your personal details. If you want to send it to a different address, you should change it now.

Scroll down to point 2.

Here you should choose the desired shipping method, according with what is more convenient for you.     

Scroll down to point 3.

In this last phase, it is necessary to click on the desired method of payment.

After you click on it, you will be sent to another page where you should click on “Place my order”, thus confirming your order.

After that, a confirmation e-mail is sent to you and we recommend that you check if the product and the size are the ones you requested, as well as the delivery address.

Can I place an order by phone or e-mail?

Yes, you can place your order by calling us or by sending us an e-mail.

We will need for you to tell us: model, size, address, phone number and desired method of payment.

Call us to 00351 212417647, contact us through chat or, alternatively, send us a message, by clicking here, we will be at your disposal and will answer you immediately afterwards.

(If you contact us by phone or chat, we are available every business day, but by e-mail, we will also answer you on the weekends).

How do I know if the order was accepted?

After you place your order, we send you a confirmation e-mail. Follow the status of your order, by clicking on “Your account” and then on “Order history and details”.

By e-mail, you will receive information about the different stages of the order.

If after you place your order you don’t receive any confirmation e-mail, please check if the e-mail is in the Spam or Unsolicited email folders.

If you are having any difficulty in placing your order, you can call us to 00351 212417647 or contact us through chat. Alternatively, send us a message by clicking here, we will be at your disposal and will answer you immediately afterwards.

(If you contact us by phone or chat, we are available every business day, but by e-mail, we will also answer you on the weekends).

How can I change or cancel the order?

If you wish to change your order, you can call us to 00351 212417647 or contact us through chat. Alternatively, send us a message by clicking here, we will be at your disposal and will answer you immediately afterwards.

(If you contact us by phone or chat, we are available every business day, but by e-mail, we will also answer you on the weekends).

Can I change the address?

For your safety, we only accept changes of address by e-mail. You should use the same e-mail with which you have placed your order and you can answer any e-mail you might have received from us.

Can I ask to ship it to another address that is not my home address?

Yes, you only need to indicate that information during the time of purchase in point 2 – Address.

How can I follow the order? 

If you didn’t receive an e-mail with the tracking number of your order, please send us a message by clicking here.

I didn’t receive my order, what should I do?

All our products are sent with an acknowledgement of receipt to the delivery address specified in your order.

On the day that your order is sent, it is also sent to your e-mail the necessary information to be able to trace your order.

If you wish to contact the courier directly, please send us an e-mail so that we can send you their contact information. You should use the same e-mail with which you have placed your order and you can answer any e-mail you might have received from us.

You can also call us to 00351 212417647 or contact us through chat. Alternatively, send us a message by clicking here, we will be at your disposal and will answer you immediately afterwards.

(If you contact us by phone or chat, we are available every business day, but by e-mail, we will also answer you on the weekends).

The payment

Payment by ATM (only available for Portugal);

By choosing this type of payment, you will receive by e-mail the details so that you can proceed with the payment. As soon as you do it, we will be informed that you have proceed with the payment and, thus, it won’t be necessary to send us proof of payment (we recommend that you keep that proof or receipt until you receive your order).

Payment by bank wire transfer

It is important that you send us an e-mail or message, by clicking here, with the proof of transfer. The order will only be sent as soon as we confirm the payment in our bank statement. 

Payment by Credit card/PayPal;

In order to certify that the payment is made with the maximum security, we suggest using payment by PayPal (known worldwide due to the security of their transactions).

As you place your order, you will be sent to a PayPal webpage with the summary of your order. If it the first time you use this service, on the right side you will have the option to choose to “Pay with my credit or debit card”, and then you will have a form where you can fill in, safely, with the details of your credit card and thus proceed with the payment of your order.

With PayPal, your bank account information will not be communicated to EscapeShoes. PayPal encrypts and protects your credit card number.

Cash on delivery (only available for mainland Portugal);

You can pay your order at the time of the delivery, directly to the courier that delivers the product – only available for mainland Portugal.

(This is the only method of payment that always has an extra cost of 3.90€)

Is online payment safe?

Place your orders with full confidence, we guaranty you maximum security. We value greatly security issues regarding payment through the Internet. Through the types of payment available, EscapeShoes will not have access to your bank account details nor will they be kept in any way.

Is the price guaranteed? 

EscapeShoes commits in selling their products with equal or inferior prices to those recommended by the manufactures, by using the pricing table recommended by the Portuguese market.

Is VAT included in the prices? 

Yes, VAT is already included in the price of all the products indicated on EscapeShoes.

Invoices

On the day that the payment is received, the invoice is issued and it will be sent to you in duplicated, inside a plastic pouch, which in turn is glued to the box that contains your order. If you wish to receive the invoice with your tax identification number, it is very important that you mention that information when you are placing the other, since invoices cannot be altered after being issued.