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FAQs

Orders

Your order can be canceled as long as it’s not being prepared.

To request the cancellation of your order, reach out to us as soon as possible, via email (shop@desisto.pt). Please also remember to specify your order number, so that we can process your request correctly.

It won’t be possible, however, to modify a product or a size inside an order. We recommend you request the cancellation of your order and make a new purchase with the correct item(s) as soon as you have received the refund for the cancellation. Please note that if you have just placed an order and forgot to include a product, you will need to place a new order for its purchase.

As soon as your order is ready to leave our warehouse, you will receive an email with the following details about your delivery:

  • • the items included in the package;
  • • which company is in charge of the delivery;
  • • your tracking number with a direct link to check where your package is at all times.

The tracking number is the number that the delivery company assigns to your package. It is essential that you write down this number in case you wish to contact the courier company directly, as they will ask you for it in order to locate your shipment and give you all the information you need.

Remember that the order will be shipped only after it has been prepared in our warehouse. This process can take from 1 to 2 working days, except during sales season and seasonal holidays.

If you have detected incorrect or incomplete details on your order, please contact us as soon as possible so that we can solve the issue. When contacting us, please remember to include the full and correct information in order to speed up the change.

Also, keep in mind that we won’t be able to modify the delivery address if you have paid using PayPal, as per PayPal’s requirements and policy.

You can conveniently download your invoice from the shipping confirmation email that you will receive when your order leaves our warehouse. You can find the invoice attached to the email. If you cannot find it, please contact us and we will send it to your email as soon as possible. It is essential that you provide us with your order number.

Because we believe that environmental sustainability is only possible with everyone’s cooperation, you won’t find any printed document inside your package. We do not include the purchase invoice, nor the return form, or the purchase conditions.

We’re happy to offer instore pick-up services. This way, not only you can save on shipping costs, but also pick your order in a more convenient way.

Upon checking out, you must select the in-store pickup method instead of the usual shipping service. Your order will be ready to be collected in your store of choice, once you receive an email notification.

If there is an issue with your order when you receive it please contact us at shop@desisto.pt as soon as possible. We will do our best to resolve your issue as quickly as we can.

Shipping

If you are within the European Economic Area (EEA) you won’t have to pay customs duties or local taxes, as it is a free trade zone.

Only orders to the Canary Islands (Spain), Iceland, Liechtenstein, Switzerland, Norway and Channel Islands (UK), generate customs duties to be paid by the consumer.

Likewise, all international orders shipped to a country outside the European Union (EU) may be subject to possible customs duties and local taxes, which are completely outside our control, and it is up to the customer to pay for them upon receipt of the goods.

  • If you entered an incorrect or incomplete address, the purchase will be refunded once the package has returned to our warehouse.There are very few occasions when a package is returned to our facilities because of an address error or missing data. To avoid this kind of issues with the delivery of your order, it is very important you:
    • • check the shipping address during the purchase process;
    • • check the details in your order confirmation email;
    • • contact us if you detect any wrong data.

We work with both CTT Portugal and UPS for domestic and international orders. It is not possible to choose any other shipping company for the delivery of your orders.

Returns

We are happy to return full-price and sale items from our online store within 14 days of purchase. Note that for hygiene reasons underwear, pierced jewellery and skincare products cannot be returned.

Online orders can also be returned in-store, but refunds will be issued through the original payment method.

Returns and exchanges received outside the communicated time frame will not be accepted. For online returns, so long as you have notified us of your intent to make your return, you have an additional 14 days to make your return.

Products

If you require any assistance with product sizing please contact us via shop@desisto.pt, or Instagram (@desisto.pt).

Please note, if you need your sizing request answered urgently, you are advised to call the store directly on +351 911890914.

We do our best to re-stock popular items, however, due to the limited edition, handmade and made-to-order nature of some of the products we stock, this is not always possible.

On items with a potential restock, select your size from the drop-down menu and you will be prompted to enter your email address. We’ll notify you immediately should we restock this item.

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