Frequently asked questions – FAQ
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.
In the upper right corner, click on “Sign in” and then write your e-mail address in the registration form with the title “New EscapeShoes Customer?” 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. We'll answer you as soon as possible.
In the upper right corner, click on “Sign 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 address.
With a customer account, you can:
If you have any doubts, questions, information or suggestions, 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 as soon as possible (by e-mail, we will also reply on the weekends).
Click on the product that you are interested in, and on the right side of the picture, you can find information such as the dimensions, if it is a loose or narrow fit, if it is from this collection, the size guide and if we are waiting for restocking.
Below the pictures, you can find the description, a video of the product being used and comments of customers that have already bought that product.
On the product’s page, on the right side of the picture, you have the option to choose the desired size.
The indicated products match with what is in stock and only the sizes available are presented.
If the product in the desired size has run out, please click on "Can't find your size?" and fill out with the desired model, size and colour. Alternatively, call us to 00351 212417647 or contact us through chat (by e-mail, we will also reply on the weekends).
Some of the brands that are at our disposal have the possibility manufacture the shoes when they're out of stock 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.
Have you chosen the desired pair and size? – there are different ways available to search:
-On the menu, click on "Men" or "Women" and then click on the desired category. All the products from that category will be presented. You can choose the size, brand, colour, 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).
-On the menu, click on brands and then choose the desired brand by clicking on its name. All the products from the brand will be presented. You can choose the size, brand, colour, etc. Select what you are looking for and wait a few seconds, only the products with the features that you selected will be presented.
-On the right at the top of any page, on “Search”, simply 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 “Buy”.
If you wish to add more products to your cart, click on “Continue shopping”, otherwise, click on “Proceed to checkout”.
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.
Go 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 correct, as well as the delivery address.
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 as soon as possible (by e-mail, we will also answer you on the weekends).
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 as soon as possible (by e-mail, we will also answer you on the weekends).
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 as soon as possible (by e-mail, we will also answer you on the weekends).
For your safety, we only accept changes of address by e-mail. You should use the same e-mail address with which you have placed your order and you can answer any e-mail you might have received from us.
Yes. You only need to indicate that information during the time of purchase in point 2 – Address.
If you didn’t receive an e-mail with the tracking number of your order, please send us a message by clicking here.
All our products are sent with an acknowledgement of receipt to the delivery address specified in your order.
On the day of the shipping, you should also receive confirmation in your e-mail address.
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 address with which you have placed your order and you can reply 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 as soon as possible (by e-mail, we will also answer you on the weekends).
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 proceeded with the payment and, thus, it won’t be necessary to send us proof of payment (we recommend that you keep it until you receive your order).
It is important that you send us an e-mail or message, by clicking here, with the proof of transfer. So that we can confirm the payment, we need you to send us the proof the payment by e-mail.
After clicking on this option, you'll be sent to another page that you need to fill in with your credit card details. Rest assured that your credit card details will not be communicated to EscapeShoes in any shape or form.
Afterwards, just click on the "Pay" button and thus you'd have proceeded with the payment and placed your order.
In order to certify that the payment is made with the maximum security, we suggest using payment by PayPal (known worldwide for its safe transactions).
As you place your order, you will be sent to a PayPal webpage with the summary of your order. If it is 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.
You can pay your order at the time of the delivery, directly to the courier that delivers the product – only available for Portugal and Spain (this is the only method of payment that always has an extra cost on orders over 50€).
Place your orders with full confidence. We guarantee you maximum security. We value security issues regarding payment through the Internet greatly. EscapeShoes will not have access to your bank account details nor will they be kept in any way.
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.
Yes. VAT is already included in the price of all the products sold at EscapeShoes.
On the day the payment is received, the invoice is issued. It's 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's very important that you mention that information when you are placing the order, since invoices cannot be altered after being issued.