1. The right
As a consumer buying at a distance you may withdraw from the contract within 14 days without giving any reason and without penalty. This is the direito de livre resolução under Portuguese law transposing the Consumer Rights Directive.
You do not have to justify the decision. You do not have to have found anything wrong with the shoes. Changing your mind is enough.
2. The 14 days
- The period runs from the day you, or someone you nominated other than the carrier, takes physical possession of the goods.
- Where an order is delivered in several parcels, it runs from the day the last item arrives.
- It is enough to send your withdrawal before the 14 days are up. The shoes may travel back afterwards.
- If we had failed to inform you of this right, the period would extend by 12 months. This page is that information, and it is linked from every product page, from the bag and from the checkout.
3. How to withdraw
Any unambiguous statement works. In practice, the fastest routes are:
- Email support@loccalcado.baby with your order reference and the words “I withdraw from the contract”. A sentence is enough.
- Or complete the statutory form at the bottom of this page and send it to the same address, or by post to Viela de Montezelo 85, 4610-336 Friande, Felgueiras, Porto, Portugal.
We acknowledge every withdrawal in writing on the same or the next business day, and send you the return address and instructions with the acknowledgement.
4. Condition of the goods
You may handle and inspect the shoes as you would in a shop. In a shop that means: sit down, put them on over a sock, walk a few steps on carpet, take them off. It does not mean wearing them to work.
Try them on carpet indoors. A leather or rubber outsole picks up the marks of a pavement within a few paces, and once the sole is scuffed and the heel edge is abraded the shoes can no longer be sold as new.
You do not lose the right to withdraw by wearing them outdoors — but you become liable for the loss in value caused by handling beyond what was necessary to establish the nature, characteristics and functioning of the goods. We assess that loss against these criteria:
| What we look at | Accepted as inspection | Treated as loss of value |
|---|---|---|
| Outsole | Clean, unmarked, factory finish intact | Scuffing, grit embedded in the leather, wear at the tread |
| Heel top piece | Sharp edges, unworn | Rounded or abraded edges |
| Upper | Light flex marks from being tried on | Deep creasing across the vamp, scratches, water marks, polish added |
| Insole | Clean | Foot impression, discolouration, odour |
| Packaging | Box, dust bags and tissue returned | Box discarded or damaged, dust bags missing |
Where we deduct, we tell you the amount and the reason in writing before the refund is issued. For a pair worn outdoors the deduction can reach the full price, because such a pair cannot be resold at all.
Please send the shoes back in their box, with both shoe trees or stuffing in place if they came with any, inside an outer carton. The box is part of the product, so a box used as the shipping carton is itself a loss of value.
5. Refund
- We refund within 14 days of receiving the goods back, or of receiving proof that you have sent them, whichever comes first.
- The refund goes to the same payment method you used. We cannot send it anywhere else.
- We refund the price of the goods plus the standard outbound shipping. If you paid for express delivery, we refund up to the cost of our standard service — the difference was for a speed you chose.
- You pay nothing for the refund itself. There is no restocking fee.
6. Return costs
On a withdrawal, the direct cost of returning the goods is yours. We will tell you the approximate cost for your country when we acknowledge the withdrawal, so that you can decide before you post.
Where the shoes were faulty, damaged in transit, or not what was described, the return is at our cost — that is a conformity matter, not a withdrawal, and it is covered by the legal guarantee.
7. Exceptions
None of the statutory exceptions to the right of withdrawal apply to what we sell. We do not make goods to a consumer's specification and we do not personalise footwear, so no order placed here falls outside the right.
The Resole Voucher is a service. If you ask us to begin the resoling work within the withdrawal period and we do, you owe the proportion of the service already performed if you then withdraw. If work has not started, you get the full amount back.
8. Statutory withdrawal form
You are not obliged to use this form, but you may. Copy it into an email to support@loccalcado.baby, or print and post it to Viela de Montezelo 85, 4610-336 Friande, Felgueiras, Porto, Portugal.
Modelo de livre resolução · Model withdrawal form
(Complete and return this form only if you wish to withdraw from the contract.)
To: Cordoal, Viela de Montezelo 85, 4610-336 Friande, Felgueiras, Porto, Portugal — support@loccalcado.baby
I/We (*) hereby give notice that I/We (*) withdraw from my/our (*) contract of sale of the following goods (*)/for the provision of the following service (*):
_______________________________________________
Ordered on (*)/received on (*): ______________
Order reference: ______________
Name of consumer(s): ______________
Address of consumer(s): ______________
Signature of consumer(s) (only if this form is notified on paper): ______________
Date: ______________
(*) Delete as appropriate.
If you are unsure whether to withdraw because of fit rather than because you changed your mind, write to us first with your foot length in centimetres. An exchange for a different size or last is often the better answer, and we can usually arrange it in the same movement as the return.