Last updated: 27 October 2026
Returns & Refunds Policy
At Strelitzia, we want you to feel confident and satisfied with every purchase. If you wish to return an item, please review the following conditions and procedures.
1. Returns and Right of Withdrawal
Under applicable Portuguese and European Union consumer protection legislation, consumers purchasing online generally have the right to withdraw from their purchase within 14 days of receiving their order, without providing a reason.
To exercise this right, please complete the Return Request Form available at the bottom of this page or send a clear statement of your decision to:
Email: geral@strelitzia.pt
Please include your order number and clearly indicate your intention to withdraw from the purchase.
Your withdrawal request must be communicated before the applicable 14-day period expires.
Once you have notified us, you have a further 14 days to return the item.
Our customer service team will provide the necessary return instructions, including shipping arrangements and the return destination.
The exercise of your statutory right of withdrawal does not depend on approval of your request.
For customers outside the European Union and European Economic Area, please refer to Section 9 for the applicable return conditions.
2. Product Condition and Returns
We recommend returning items in their original condition, including all accessories, labels, protective materials and original packaging whenever possible.
For footwear, we recommend trying shoes on a clean, soft indoor surface to avoid marking or damaging the soles.
Customers may inspect and try on products to the extent reasonably necessary to establish their nature, characteristics and functioning.
Customers may be responsible for any reduction in the product's value resulting from handling beyond what is necessary for this purpose, in accordance with applicable law.
Missing or damaged original packaging does not automatically invalidate the statutory right of withdrawal.
3. How to Request a Return
To request a return, please complete the Return Request Form available at the bottom of this page.
Please provide your order number, contact details, the item you wish to return and any relevant information about your request.
Alternatively, you may exercise your statutory right of withdrawal by emailing geral@strelitzia.pt with a clear statement of your decision.
Once your request has been received, our customer service team will contact you with the relevant return instructions.
These instructions may include a shipping label, the return destination and information about applicable shipping costs.
Please follow the instructions provided to facilitate the return process.
For statutory withdrawals, customers must communicate their decision within the applicable withdrawal period and return the goods within the legally prescribed period.
4. Return Shipping Costs
Mainland Portugal
For voluntary returns from mainland Portugal, Strelitzia provides a return shipping label through its logistics service.
Return shipping cost: €5.00
This charge applies to the return shipping service provided by Strelitzia and is borne by the customer, unless otherwise agreed or required by law.
Where applicable and agreed with the customer, the charge may be deducted from the refund in accordance with applicable legislation.
Once your return request has been submitted, our customer service team will provide the shipping label and the necessary instructions.
Azores and Madeira
Customers returning items from the Azores or Madeira are generally responsible for arranging and paying for return shipping through a carrier of their choice, unless otherwise agreed or required by law.
Our customer service team will provide the relevant return destination and shipping instructions following the request.
International Returns
For voluntary returns from international destinations, customers are generally responsible for arranging and paying for return shipping through a carrier of their choice, unless otherwise agreed or required by law.
International returns may be subject to customs documentation and additional requirements.
We recommend using a tracked shipping service and retaining proof of postage.
Statutory Consumer Rights
When exercising a statutory right of withdrawal, customers bear the direct cost of returning goods only where this obligation has been properly communicated before purchase and is permitted by law.
If a product is defective, incorrect or does not conform to the contract, applicable statutory remedies will be provided without cost to the consumer, as required by law.
5. Refunds
For returns made under the statutory right of withdrawal, refunds will be processed within 14 days from the date on which Strelitzia is informed of the customer's decision to withdraw.
Where permitted by law, Strelitzia may withhold reimbursement until the returned goods have been received or the customer has provided evidence of having sent them back, whichever occurs first.
Once a returned item has been received, Strelitzia may inspect its condition.
Refunds will be issued using the original payment method, unless the customer expressly agrees otherwise, without additional reimbursement fees.
Where an entire order is withdrawn from, the refund will include the amount paid for the products and the original standard delivery cost, where applicable.
Additional delivery charges arising from the customer's choice of a more expensive delivery method are not refundable beyond the cost of the least expensive standard delivery option offered.
Any lawful reduction in reimbursement relating to diminished product value will be assessed in accordance with applicable consumer protection legislation.
The time taken for refunded funds to appear in the customer's account may vary depending on their bank or payment provider.
6. Damaged, Defective or Incorrect Items
We recommend inspecting your order upon delivery.
If you receive an incorrect, damaged or defective item, please contact us as soon as possible at:
Email: geral@strelitzia.pt
Please provide your order number, a description of the issue and, where possible, supporting photographs.
Strelitzia will assess the situation and provide an appropriate solution in accordance with applicable consumer protection legislation.
Products are covered by the statutory legal guarantee of conformity.
For new movable goods sold to consumers in Portugal, this generally provides protection for three years from delivery.
Depending on the circumstances and applicable law, remedies may include repair, replacement, price reduction or termination of the contract with reimbursement.
Statutory remedies for non-conforming goods will be provided free of charge where required by law.
These rights are independent of the statutory right of withdrawal and any voluntary return or exchange arrangements.
7. Pre-Orders
For pre-ordered products, the statutory withdrawal period for goods generally begins when the customer receives the product, rather than when the order is placed.
Any applicable exceptions will be communicated in accordance with consumer protection legislation.
8. Product Appearance and Improper Use
We make every reasonable effort to display our products accurately, including their colours, textures, materials and finishes.
However, slight differences may occur due to individual screen settings, lighting and display characteristics.
Damage resulting from improper use, accidental damage or unauthorised alterations may be relevant to assessing claims under the statutory guarantee.
Nothing in this section excludes or limits mandatory consumer rights where goods do not conform to their description or the contract.
9. International Orders and Returns
Strelitzia accepts international orders from countries and regions where delivery is available at checkout.
European Union and European Economic Area
Consumers benefit from the statutory withdrawal and consumer protection rights applicable to their purchases.
Return requests may be submitted through the form at the bottom of this page or by contacting geral@strelitzia.pt.
Our customer service team will provide the relevant return instructions.
Outside the European Union and European Economic Area
Strelitzia offers customers outside the EU and EEA a 14-day return request period from receipt of the order, subject to the conditions communicated before purchase and any mandatory consumer protection rights applicable to the destination.
Customers wishing to return a product should submit their request within this period using the Return Request Form or by emailing geral@strelitzia.pt.
Our customer service team will provide the applicable return instructions and information about the return procedure.
For returns under this voluntary policy, products must be unused and returned in their original condition, with their original packaging and accessories, subject to any mandatory rights that provide otherwise.
Customers are generally responsible for arranging and paying for voluntary return shipping, unless otherwise agreed or required by law.
International returns may involve customs declarations, import duties, taxes or additional processing requirements.
Responsibility for these charges will be determined in accordance with the conditions communicated before purchase and applicable law.
Where goods are defective, damaged or incorrectly supplied, Strelitzia will provide the remedies required by applicable consumer protection legislation.
Nothing in this section excludes or restricts mandatory consumer rights under the laws applicable to the purchase.
10. Exchanges
If you wish to exchange an item for a different size or colour, please visit our Exchanges Policy page and complete the Exchange Request Form available there.
Voluntary exchanges are managed through a separate procedure and are subject to their own conditions.
This does not affect statutory rights relating to defective or non-conforming goods.
11. Return Request Form
If you wish to return an item, please complete the Return Request Form below.
Please provide the requested order and contact information so our team can identify your purchase and assist you with the return procedure.
Our customer service team will review your submission and contact you with the necessary shipping instructions.
Alternatively, you may exercise your statutory right of withdrawal by sending a clear statement of your decision to geral@strelitzia.pt within the applicable period.
The use of the online form is optional and does not limit your statutory consumer rights.
12. Contact Information
For any questions regarding returns or refunds, please contact:
STRELITZIA, LDA
Email: geral@strelitzia.pt
Website: www.strelitzia.pt
