HOW DO I BUY MY REDLEY ONLINE?
• You can choose to register and have your user account or continue the purchase process as a guest;
• Select the model and size you want and click on "ADD TO CART";
• If you want to choose more models, you can add more products by clicking on "CONTINUE TO BUY";
• If you want to finish your purchase, you should check your order (make sure the sizes and models you want are selected correctly). Next, confirm that you agree with the terms and conditions and enter your name and VAT number if you want an invoice with tax details. Then go ahead and click on "FINISH SHOPPING";
• Fill in the shipping details: E-mail; First Name; Last Name, Complete Address and Contacts (if you intend to use MBway as a payment method, the contact to insert should be the one that is configured with the MBway application);
• If you have a promotional code, enter it in "DISCOUNT CODE" and click on "APPLY". Otherwise, go ahead and click on "CONTINUE TO SHIP";
• For Portugal shipments are free of charge, for the other countries choose the shipping option and click on "Proceed to payment";
• Choose the payment method: Crypto Wallet, Credit Card VISA, Mastercard, Maestro, American Express, MBway (you have 5 minutes to make the payment after placing your order) or Payment by MB reference (if you choose MB reference the order will only be processed after payment of the MB reference generated in the next step);
• If you want the billing address to be the same as the shipping address click on "THE SAME SHIPPING ADDRESS"; if you want to put another one click on "USE A DIFFERENT BILLING ADDRESS" and fill in the details you want;
• Finally, click on "MAKE MY ORDER" and your order summary will be generated (as well as the MB Reference if you have chosen this payment method).
Then you just have to wait for your Redley to arrive at the address you indicated.
DELIVERY
REDLEY® EUROPE dispatches the product(s) ordered by you from Monday to Friday and are dispatched 24h to 72h working hours after order confirmation.
There is no possibility to schedule the delivery of our products, thus requiring the presence of someone on the day and place of delivery to ensure successful delivery. The carrier always makes a previous contact. In Portugal mainland and islands you can also schedule your pick up at the CTT Post Offices available.
If there is no one at the indicated delivery address to accept delivery of the product(s), the carrier will leave a notice on your mailbox with information on the pick-up point. Any questions you can always contact +351 309 702 700 or send an email to contacto@moovelogistica.pt.
If during the course of your order we detect any product unavailability, REDLEY® EUROPE will inform you as soon as the unavailability is detected and you may choose another product, wait for the unavailable product to be replaced or be refunded.
Should the carrier find it impossible to complete delivery on the indicated date, it will contact you to arrange a new date.
It is up to you, as the user, at the time of delivery to check if the packaging has any damage or signs of having been violated and if you find any sign of this you should not accept the order, which will be returned. The situation must be reported via e-mail to customercare@redleyeurope.com, describing the situation and attaching a photograph whenever possible. REDLEY® EUROPE will resend another order at no additional cost or cancel and refund it, depending on what you wish.
The delivery is considered complete once you have signed the invoice and document sent by the carrier.
In cases where it is not possible to proceed with the delivery the carrier will leave a notice at the place of delivery, with date and time in which it tried to proceed and the pick-up point for the order. Any questions you can always contact +351 309 702 700 or send email to contacto@moovelogistica.pt.
If the goods are not picked up at the pick-up point within the defined period, they will be returned to REDLEY® EUROPE.
I MADE A MISTAKE ON THE SIZE/MODEL/COLOUR OF MY REDLEY®, CAN I REPLACE MY ORDER?
It is not possible to replace products in completed orders. However, if the order has not yet been dispatched, you may request an alteration by emailing customercare@redleyeurope.com. If it has already been dispatched, you may wait for the order to be received and then make the exchange.
EXCHANGE
Can I exchange my online purchase?
Yes, you can exchange your order up to 14 days after receiving it, as long as the products keep their original characteristics and without any signs of usage, keeping the label, the trainers box and the shipping box in perfect conditions.
To make the exchange all you have to do is:
• Fill out the form that is in the Contact us in the HELP area at the end of our site with the identification of the order number in the form's subject. In the field "reason", indicate the reason of the exchange and which model and size you want;
• For orders delivered in Portugal, the Logistics Operator will contact you to make the exchange. For deliveries in Portugal, REDLEY EUROPE will assume the exchange for a new product, the shipping costs being at the expense of the Client.
• For orders delivered to Spain or any other country in Europe, the User must send an email to the above addresses. To exchange orders sent to the other countries of Europe, the costs of return and second shipment are at the expense of the Client.
As soon as we receive the returned product and proceed with the analysis of the trainers, we will send the new requested product.
Should the returned items show signs of use¹, REDLEY EUROPE reserves the right to not accept the exchange.
The exchange can be made by size, colour or model, subject to the stock available at the moment we receive the return.
All returns must be made to:c
MOOVE LOGÍSTICA (MRR Logística e Transporte, Unipessoal LDA) | Rua de Oliveira e Sá 174, Germude | 4475-263 – Germude Maia | Portugal
Instructions Exchange/Return Form:
• Order Number: fill in the order number associated with the product you wish to return (example: RDLY4320001);
• Customer details: fill in your details and contact details associated with the delivery of your order;
• Products to return: indicate the model and size you are returning. In the "reason" field:
• In case of return - indicate the reason that led you to choose the return/refund.
• In case of exchange - tell us which product you wish to receive (model/colour/size).
• Date: enter the date on which you made the request.
RETURNS
Can I return my purchase online?
Yes, you can return your order up to 14 days after receiving it, as long as the products keep their original characteristics and without any signs of usage, keeping the label, the trainers box and the shipping box in perfect conditions.
To make a return all you have to do is
• Fill out the form that is in the Contact us in the HELP area at the end of our site with the identification of the order number in the form's subject. In case the payment of the order has been made through the MBway service or ATM, you must mention, in the same e-mail, the IBAN to which you want the transfer of the return value to be made. In case the payment has been made by Visa, the refund of the returned articles is made in the same payment method chosen for the purchase after the reception, analysis and conformity check of the returned product.
• For orders delivered in Portugal or other European countries, the Logistics Operator and REDLEY EUROPE will contact you to proceed with the refund.
The costs of postage are not refundable in cases where the shipping costs have been applied.
In the event that the returned items show signs of usage, REDLEY EUROPE reserves the right not to accept the return and to make the corresponding refund.
Can I return different orders in the same shipment?
Yes, of course you can. To do this, you must fill out one form per order and attach it to the e-mail you will send. In the title, please indicate the numbers of the orders in question.
All returns must be made to:
MOOVE LOGÍSTICA (MRR Logística e Transporte, Unipessoal LDA) | Rua de Oliveira e Sá 174, Germude | 4475-263 – Germude Maia | Portugal
SHIPPING
How much does the expedition cost?
The expedition varies depending on the destination country and the purchased products in the following conditions:
PORTUGAL (mainland and islands)
Free shipping - €0.00
Express delivery - €5,00 (by choosing express delivery, besides our 3 trees we will plant 3 more trees. Thank you!)
If you want to plant 3 more trees: €5,00 (optional)
SPAIN (mainland):
Free delivery - €0.00
If you want to plant another 3 trees: €5.00 (optional)
EUROPEAN UNION (except Portugal and mainland Spain):
Standard shipping (between €0.00 and €100.00) - €18.00
Standard shipping (between €0.00 and €100.00) - €18.00
What is the delivery time for my online order?
The delivery time of our products varies according to the destination place of the order according to the following deadlines:
PORTUGAL EXPRESSO: 24 to 48 HOURS
PORTUGAL: 2 to 4 working days (48 to 96 hours)
SPAIN: 2 to 5 working days
EUROPEAN UNION (except Portugal and Spain): 6 to 8 labor days, depending on which country
Please note:
• We aim to deliver within the deadlines indicated above, however, delivery dates are not guaranteed as shipments are managed by third parties and may be subject to local carrier holidays.
• It is not possible to change the delivery address of your order after confirmation.
• If there is no one at the indicated delivery address to accept delivery of the products, the carrier will leave a notice on your mailbox with information on the pick-up point. Any questions you can always contact +351 309 702 700 or send email to contacto@moovelogistica.pt.
• At the moment you receive the product, losses are at your own risk.
• All products are dispatched from our warehouse located in Germude Maia | Portugal.
Can I make a purchase and send it to a destination different from my country?
Of course you can, but the shipment must be to place within European Union in which we deliver. You will just have to fill in the correct delivery address and add the contact details of the person who will receive the order.
It is important that you have in mind shipping costs to the country you wish to send your order to.
Who is responsible for import taxes and fees?
If the order is sent to the European Union countries, it will not be submitted to any customs payment. If the shipment is made to the other countries of the world (except EU), it may be subject to import taxes and fees, whose responsibility is of the customer.
DEFECTIVE PRODUCT
If the product you bought has a defect, don't hesitate and let us know as soon as possible.
What should I do?
• Send an email to customercare@redleyeurope.com:
a. Email subject: "Defective item # RDLY4320001" (after the cardinal, put your order number);
b. Attach: 2 or 3 photographs clearly showing the problem found with the product.
c. Describe the defect identified.
Send your product to:
MOOVE LOGÍSTICA (MRR Logística e Transporte, Unipessoal LDA) | Rua de Oliveira e Sá 174, Germude | 4475-263 – Germude Maia | Portugal
Your product will be carefully analysed. We will replace it if it is a manufacturing defect. If it is in used condition we will give it to needy communities.
This process takes approximately 10 to 15 working days.
We take responsibility for all our products provided that all the maintenance and cleaning rules for our footwear available on our website have been complied with. You can check here: https://www.redleyeurope.com/pages/faqs. After the defect claim, the product will be subject to analysis and any non-compliance will be detected and, in this situation, Redley Europe reserves the right to deny the replacement of the product.
