Costumer Care

ORDERS
In order to make purchases at FAIR.PT you will be required to provide your personal details. In particular, you must provide your real name, phone number, e-mail address and other requested information as indicated. Furthermore, you will be required to provide payment details that you represent and warrant are both valid and correct and you confirm that you are the person referred to in the billing information provided.

Notice that items in your shopping bag are not reserved and may be purchased by other customers. By making an order from FAIR.PT you are offering to buy it for the price stated with the additional shipping cost associated. You will be guided through the process of placing an order by a series of instructions on the website. You place your order for items from the website by clicking on the Proceed to Checkout button at the end of the online order process. The price displayed to you at the checkout is the price you pay.
Once you have placed your order, you will receive an email acknowledging the exact details of your order. This email is not an order acceptance from FAIR.PT, just a confirmation that we have received it (all orders are subject to acceptance and availability). Unless you cancel your order, acceptance of your order will be completed once we have verified your payment details and approved your order for shipping, and you will receive another email acknowledging this information.

SHIPPING
Our goal is to dispatch your order in perfect condition and in the shortest possible time. Our delivery charges are dependent on your shipping destination.

Portugal and Spain: 5,00€
Selected EU countries*: 12,00€
Rest of world: 25,00€

Delivery times will vary. The following estimated delivery times are to be used as a guide only, and commence from the date of dispatch:

Portugal and Spain: 2 – 3 working days
Selected EU countries*: 3 – 7 working days
Rest of world: 5 – 20 working days

* France, Italy, UK, Germany, Netherlands, Sweden, Finland Denmark, Norway, Austria, Belgium, Switzerland, Poland, Czech Republic, Greece, Hungary, Slovakia, Slovenia, Estonia, Luxembourg, Liechtenstein, Ireland, Croatia, Monaco, Lithuania, Latvia, Romania, Bulgaria, Iceland and Malta.

Delivery to countries that are outside the EU may be subject to local import taxes, which are your responsibility (where applicable). If so, the shipping company will contact you by telephone once your items are in customs to let you know the cost. Be aware that this may delay your delivery time as goods held at customs will be your responsibility to pay the necessary charges for local authorities to release the goods.
In the event of this cost not being paid and the order being returned to us, the return charge will be removed from your refund. This can be up to 50% of the original value of the order and is set by International customs departments.

RETURNS

As an independent retailer we only accept and assist with goods purchased directly from this website.We want our customers to be always happy with their orders. If you are not perfectly satisfied with your order we will offer you a refund.You have 14 days from receipt of order to request the return your order to our services. To ensure that we receive the itens within 14 days, we recommend that you send your return within 7 days of receiving your order. Returns outside the 14-day window may be accepted at our discretion.

To request a return please contact us here (select `Returns´) or by email to costumercare@fair.pt. Then send as quickly as possible the item(s) back to FAIR using the address:

FAIR (Ana Silva)
Rua de Melhorado 862
Postcode 4810-552 Vale de Bouro
Celorico de Basto
Portugal

The item(s) should be returned unworn, unmarked and in perfect condition, along with its original and undamaged packaging, dust bags and with tags. Please ensure when returning the item(s) that the FAIR.PT box is properly protected. We are unable to accept returns on items that are scratched, damaged (which includes the soles of shoes), or that are not returned in their undamaged original packaging. In these situations, the items will be returned to you, and at your own cost.
We advise that when trying on shoes, you do so only on a carpeted surface (to ensure there is no damage or marking to the soles).The cost of returning the goods to FAIR is the customer’s responsibility, unless the goods are damaged, faulty or incorrect. If this is the case the cost will be refunded.Please notice that if you are returning item(s) they are your responsibility as a customer until they reach us, which by we strongly recommend that you obtain proof of posting from your chosen delivery service and use a delivery service that insures you for the value of the goods being returned. Also, in both exchange or refund situations the shipping cost is not refundable.

EXCHANGES
If you would like to exchange an item, you will need to return the original item and then place a new order. You will receive a full refund for the original item, according to our returns and refunds policy.

HOW DO I MAKE AN ORDER?
Before you start shopping, we recommend that you read our order and shipping conditions.
Once you have found an item, choose your size and click on the ‘ADD TO BAG’ button on the product page. Your chosen item will appear in your shopping bag on the top right of the screen. You can continue to shop other products or can complete your order by select ‘PROCEED TO CHECKOUT’ and complete all the information requested.


DO I NEED TO SET UP AN ACCOUNT TO PLACE AN ORDER?
You can shop at FAIR.PT without creating an account. However, register with us and you’ll be able to enjoy the future benefits.


WHAT PAYMENT METHODS DOES FAIR ACCEPT?
FAIR accepts Visa, MasterCard, American Express, Direct Bank Transfer and PayPal. For customers in Portugal, we also accept ATM reference.


IS MY PERSONAL INFORMATION KEPT PRIVATE?
Please be assured that all personal data will be kept private and confidential. For more information, please see our Privacy Policy.


HOW MUCH IS THE SHIPPING FEE?
Shipping charges depends on your destination. Please see our Shipping page for further information.


HOW DO I RETURN OR EXCHANGE AN ITEM?
You have up to 14 days from when you receive your package to make a return or exchange, however you must request your returns number within 7 days. For full details on the return/exchange process, see our Return or Exchange page.


WHERE CAN I FIND THE INVOICE FOR MY ORDER?
Your invoice will follow with your item(s). You can find it inside the package, for EU shippments or with the shippment documents, for non-EU countries.


DO I NEED TO KEEP MY INVOICES?
Your invoice is needed if you want to return or exchange your item(s). In any of this cases, we will need the invoice to make this process as faster as possible.

If you’re a non-EU customer, please note that you should indicate on your invoice that you’re doing a return or exchange.