CUSTOMER CARE
Frequently Asked Questions
Find answers to the most common questions about our products, sizing, orders, shipping and returns.
We're here to make your Strelitzia shopping experience as effortless as possible.
Sizing & Products
How do I choose the right size?
We recommend checking the size information available on each product page before placing your order. If you need assistance, please contact us at geral@strelitzia.pt.
Where are Strelitzia shoes made?
Our footwear is produced in Portugal by experienced artisans, combining traditional craftsmanship with contemporary design.
What materials do you use?
We carefully select materials for their quality, comfort and durability, including animal-derived leather and plant-based materials. Product-specific information is provided where available.
Orders & Payments
Can I change or cancel my order?
Please contact us as soon as possible at geral@strelitzia.pt. We will check whether the order can still be changed or cancelled. Your statutory consumer rights remain unaffected.
Which payment methods are available?
We offer a selection of payment methods, which may include credit and debit cards, MB WAY, Multibanco, Klarna, Revolut Pay and Bizum. Availability depends on your order and the payment options enabled at checkout. Where supported, Klarna is intended for eligible orders from €300 and Multibanco from €250.
How can I track my order?
Once your order has been dispatched, you will receive an email with tracking information, where available. Tracking updates may take up to 24 hours to appear.
Shipping & Delivery
Do you ship internationally?
Yes, we ship to selected international destinations. Available countries, shipping options and costs are displayed at checkout. Please refer to our Shipping Policy for further information.
How long does delivery take?
Orders delivered to mainland Portugal generally arrive within approximately 2 business days, subject to processing and carrier operations. Delivery times to the Azores, Madeira and international destinations may vary, with international deliveries often taking a week or longer.
How much does shipping cost?
Standard home delivery within mainland Portugal costs €5. We offer free shipping on eligible orders of €250 or more within mainland Portugal. Shipping costs for the Azores, Madeira and international destinations are calculated based on the available services and displayed at checkout.
Will I have to pay customs duties?
Orders shipped outside the European Union may be subject to customs duties, import taxes or additional charges. Any applicable costs and payment responsibilities will be communicated before purchase, in accordance with applicable law.
Returns & Exchanges
Can I return my order?
Yes. Eligible customers can request a return within 14 days of receiving their order. Simply complete the Return Request Form at the bottom of our Returns & Refunds Policy page. You may also exercise your statutory right of withdrawal by emailing geral@strelitzia.pt within the applicable period.
Can I exchange an item?
Yes. You may request a voluntary exchange within 30 days of receiving your order, subject to product availability. One voluntary exchange is permitted per order. To request an exchange, please complete the Exchange Request Form at the bottom of our Exchanges Policy page.
Who pays for return shipping?
For voluntary returns from mainland Portugal, we provide a return shipping label at a cost of €5. For voluntary exchanges, customers are responsible for both the return shipping cost and the delivery cost of the replacement item. Different arrangements may apply to other destinations. Statutory rights relating to defective or incorrect items remain unaffected.
How will I receive my refund?
Refunds are issued using the original payment method, unless otherwise agreed. For statutory withdrawals, reimbursement is made within 14 days of receiving your withdrawal notice, although it may be withheld until we receive the returned goods or proof of their return, where permitted by law.
Customer Support
How can I contact Strelitzia?
You can email us at geral@strelitzia.pt or send a private message to @strelitziabrand on Instagram. Our customer service team aims to respond within 24 business hours.
