Shipping & Returns

Shipping and Returns

1. How do I make an exchange or return?

To make an online exchange for an order, you must:

• Log in;
• Go to the "Orders" section;
• Select the respective order;
• Click on Return/Exchange and follow the indicated steps.

- After we receive your exchange or return request, our customer support will contact you via email with the details for you to send the item to be exchanged/returned.

- In case of a return, the return cost is borne by the customer. In case of an exchange, the return cost is borne by the customer, but the cost of the new shipment will be assumed by Working Safe.

- Only one (1) return/exchange per order is allowed.

2. What is the deadline for making an exchange or return in the online store?

Exchanges or returns must be made within 14 days from the date of receipt of the order.

3. What are the conditions for exchanging or returning an item?

Working Safe has the right to refuse exchanges or returns reported or sent outside the established period, or for products that are not in the same condition as they were shipped.

All items for exchange or return must be delivered in their original packaging, in the same conditions in which they were sent, along with a copy of the invoice.

Requirements to be met in case of exchange or return:

• Products must not have been washed or used (non-use of an item implies that it shows no signs of use, so that it can be resold to other customers as a "new item");
• Products must be complete (return of the complete pair along with accessories, if applicable);
• Products must not have been customized.

4. What is the delivery time for my order?

When we receive an order, we aim to prepare it for shipment as quickly as possible.

In most cases, we ensure that all orders with confirmed payment by 13:00 (GMT) are shipped on the same business day; after this time, they will be shipped on the next business day.

Shipping time varies according to the recipient's address you chose to receive your order.

In mainland Portugal, delivery is made within 1 to 3 business days after purchase for orders delivered to your home.

For the Islands (Azores and Madeira), shipments made by the designated carriers are delivered within 7 to 14 business days (to be confirmed).

During festive seasons, in cases of temporary stock shortages or high order volumes, these deadlines may vary. If we exceed these delivery periods, we will contact you.

You can track your order on the carrier's website or app using the tracking number sent by Working Safe in the shipping notification email, or check the status of your order. If there is any delay or problem with your delivery, please contact us via email at cs@workingsafeshop.com.

5. What are the shipping costs?

Shipping costs depend on the destination address.
The shipping cost is automatically calculated in the shopping cart, according to the delivery country and the desired delivery time selected (when applicable).

Depending on the destination country, particularly non-EU countries, there may be additional transport, delivery, and postal charges, customs clearance, or others, which cannot be calculated in advance by Working Safe due to different customs policies and import duties. All customs and import duties must be borne by customers.

6. When will I receive my exchange pair?

The estimated time to receive your exchange pair is 10 business days, counting from the date of delivery of the pair to our warehouse (you can check the location of your order using the tracking number on the return label).

7. Will I have to pay Customs Duties and Import Taxes?

Yes, all customs duties and import taxes must be borne by customers. Due to different customs policies and import duties, Working Safe has no control over any costs that may be applied upon arrival of an order in the destination country, and it is not possible to predict the exact value of these fees.

If you have any questions, you should contact your local customs office before placing your order for information on customs costs and their applicability.

8. When will I receive the refund?

You will receive the amount via the same payment method used in your purchase within an estimated period of 10 business days after we have received the order at our warehouse.
During periods of higher order volume (for example, Black Friday or Sales), this period may exceed 10 business days.
If you send your pair to our warehouse without making a return or exchange request in your customer account, your order will be refunded by voucher.

9. Where can I receive my order?

You can receive your order at an address of your choice (home, workplace, relative's house, etc.), in Portugal.

10. Can the shipping address be different from the billing address?

Yes, you can define this information during checkout.

Please note that shipping costs will depend on the destination country and not the billing country.

11. What should I do if I receive an incorrect or defective item?

Please send an email to our Customer Support department at cs@workingsafeshop.com, including the following details:

• Your order number;
• Name of the model you received incorrectly or with a defect (e.g., xyz);
• Photograph of the item, to help us understand what might have happened.

12. Can I cancel my order?

According to European Union rules, if you purchased a product or service online or outside a store (via phone, email, home delivery), you have the right to cancel and return your order within 14 days, without any need for justification.

For cancellations within this period, please contact us at cs@workingsafeshop.com.

You will receive the amount via the same payment method used in your purchase within an estimated period of 10 business days.

13. My order has not arrived yet. What should I do?

Mainland Portugal

To ensure delivery of your order to the delivery address, someone must be present at the time indicated by the carrier for the order delivery.

If you have not received it within the foreseen deadlines (business days), you should contact us via email at cs@workingsafeshop.com, to schedule a new delivery to an address of your choice (in the same country).

Portuguese Islands – Carrier

To ensure delivery of your order to the delivery address, someone must be present at the time indicated by the carrier for the order delivery.

Check if you have not been contacted by the carrier informing you that your order has been delivered to a collection point.

If you have not received it within the foreseen deadlines (business days), you should contact us via email at cs@workingsafeshop.com to schedule a new delivery to an address of your choice (in the same country).

14. I sent my order to the warehouse without making an exchange or return request in my customer account. Now what?

The exchange or return will not be processed if there is no exchange or return request associated with your order.
To do this, you must access your account, click on "Orders", select the appropriate order, and at the bottom of the page, click on "Return/Exchange" and fill in the necessary information.
Once your order arrives at our warehouse, you will be contacted via email by our Customer Support. If the order still has no associated exchange or return request two business days after our contact, Working Safe will issue a payment voucher via email.

15. I was not at the delivery address on the delivery date, what should I do?

Orders for Mainland Portugal - Carrier

If the carrier does not deliver your order due to the absence of the recipient, you will be contacted by the carrier.

Orders for Portuguese Islands - Carrier

A notice will be left in your mailbox and you can pick up your order at a collection point.

16. Can I change my delivery address after the order has been dispatched?

After dispatch, it is not possible to change the delivery address.

17. What are the costs of return and exchange?

If the customer exercises their right to withdraw from the contract by returning their purchase, the return cost is borne by the customer.

In the case of returns due to defect, wrong pair shipment, or another reason beyond the customer's control, the return of the item will be borne by Working Safe.

In case of exchange, the return cost is borne by the customer, but the cost of the new shipment will be assumed by Working Safe.

18. How can I track the status of my order?

Once the order is dispatched, you will receive an email with a reference, so you can track the shipping status on the carrier's website or app.

You can also track the status of your order in your customer area, in the "Orders" section and on the "Track my order" page.

19. I need a gift receipt for my order. How do I get one?

When the order is registered as delivered, a gift receipt is issued for each of the products you ordered. You can find this receipt in your customer account, in the "Orders" area, by clicking on the relevant order.

The gift receipt contains the order number, the deadline for returning the product, product information (without price), and a link from which the product return can be requested.

Note: For the person who received the product and wishes to request a return to access the link, they must be registered and logged in to our online store.

Refunds by the same payment method are reserved for the person who paid for the order. In the case of return requests made by the person who received the order, the refund will be issued via voucher.

If you have already received your order, but the receipt is not yet available in your customer account, you can contact our customer support via chat, phone, or email (cs@workingsafeshop.com).