Returns and Refunds

RETURNS AND REFUNDS

1. Can I return a product?

Yes!  You can return any product within 14 days of receiving the order, except under the following conditions:

• If you have removed labels, opened a sealed package, damaged the item or do not have the original item box;

• For health protection or hygiene reasons if the items are underwear, bathing suits, bikinis and breastfeeding products;

• If the goods purchased have been prepared according to consumer specifications or customized;

• If the goods are likely to deteriorate (for example: flowers) or to be quickly out of date;

• If they are audio recordings, video or sealed computer programs, from which the seal of guarantee has been removed after delivery;

• If it is a newspaper, periodical or magazine, with the exception of subscription contracts for sending these publications;

• If they are digital content (physical material not provided);

Products purchased through Sustainable Makers must be returned directly to the brand that sold the product and not to Sustainable Makers. We will help and follow the whole process, from start to finish.

If you have any questions, contact our customer support team at

support@sustainablemakers.com. (e-mail tem que ser criado, não existe)

2. How can I return a product?

We offer free returns for products from Mainland Portugal and the Islands. If the product you are buying comes from outside of Portugal and you do not have a free return included, this information will be presented to you in the order checkout process. In that case, if you want to return the product please contact our support team and we will be happy to help.

For products from Mainland Portugal and Islands:

1 - Go to sustainablemakers.com, login and click on “My orders”.

All returns must be confirmed in "Returns";

2 - Click on "Return Product" and select the product you want to return and the reason for the return.

You must provide information as detailed as possible, so that the brand can manage its return;

3 - Select how the product will be collected.

You can request collection to an address by CTT or go to a “Pickup” point.

4 - Indicate your NIB if necessary.

If the order was paid with an ATM reference, you must indicate the NIB of the account for which you want to be refunded.

5 - Print the return label that you will receive by email and that will also be available in your Customer area.

6 - Use the box where you received the order and pack the products you want to return in the properly closed packaging (if you don't have the original packaging you can return it in another).

If you no longer have the box where you received the order, you can use another one for the return, as long as it is possible to paste the return label visibly.

7 - Wait for our confirmation

If you have chosen an address for the product to be collected, you will receive a message and e-mail notification with the schedule details for the pickup.

We will also contact you if:

• The return is accepted, indicating that you will be refunded

• The return is not accepted, indicating which other options you have

3. How will I be refunded for a return?

After the product is received by the seller, the condition of the product will be checked to ensure that nothing is damaged.

As soon as the seller orders to refund the return, it will be made automatically to the same card with which you made the purchase.

In case you have paid the order by ATM or payshop reference, the amount will be refunded to the NIB that you indicated.

If you have taken advantage of a voucher, the voucher is returned to you first, then the remaining amount paid.

4. Do I have to pay for the shipping return?

You do not have to pay for the return of the item, except in cases where it is described on the product page or if you purchase products of special dimensions. The return shipping of your order is already paid by us!

5. How can I return clothing and fashion accessories?

Products that can be returned.

Products that can be returned and refunded must meet the following criteria:

1. Defective or stained products on delivery

2. Products received in incorrect colour or size

3. Unwashed, unused products that have not met your expectations within 14 days of the delivery date

Products that cannot be returned.

Sustainable Makers does not accept product returns under the following conditions:

1. Products whose delivery date occurred more than 14 days from the date of the return order.

2. Products that have been washed, used or applied incorrectly.

3. Products in the following categories: Swimwear, Underwear, Lingerie and Earrings are not eligible for returns. These products cannot be returned for hygiene reasons.

• Sizes

There may be slight differences between brands in the way they calculate sizes. We recommend that you check our Size Chart and Size Conversions before confirming your order.

In case you received the wrong size we will refund the total amount paid (including any shipping costs) or send the correct size (if applicable).

Shipping costs for returns

1. Sustainable Makers offers returns for all orders.

2. If you have lost your return label, go to sustainablemakers.com and click on “Returns” to print a new one.

6. When will I be refunded for a return?

The refund of the returned products will be made after the products have been received and the respective seller gives confirmation. Sustainable Makers will ensure that this confirmation is quick and fair. When the seller indicates that the return is refundable, the refund amount will be available in your account:

• On the next business day, if you paid for the order with a credit card

• 2 to 3 days, if you have paid for your order by ATM reference, refunding it via bank transfer

To follow the status of your refunds, click on “My order status” and then click on “My refunds”.

7. If my return is accepted, will I be refunded for shipping costs?

Yes! You will be refunded the full amount you paid, including shipping charges.

8. My return was not accepted. What do I do now?

If your return is not accepted by the seller, we will contact you by email or phone to find out what you want to do.

9. Can I exchange a product?

Unfortunately, for security reasons, we do not make exchanges. However, what we advise is that you return your product (which will be fully refunded), and buy the new product you want.