Customer Support

Please contact us for questions regarding orders, shipping and returns.

[email protected]
+351 213 423 386

We are available from Monday to Saturday, from 10 am to 7 pm.

Exchanges and Returns


Our main goal is to offer the best service possible to our customers and sell footwear that meets their needs.

Where you are not satisfied with your purchase, for whichever reason, you can exchange your product for another with a different size, colour, or model (provided that the price is equal or higher).

In Mainland Portugal, shipping costs for the first exchange are borne by Sapataria do Carmo, except for marketing campaigns with “Free Shipping” – Please read our Terms and Conditions carefully.

International shipping costs are not borne by Sapataria do Carmo.


Any purchase made with Sapataria do Carmo can be returned by the User within 30 days after order receipt.

Returns are handled on a case-by-case basis by Sapataria do Carmo and can be made via: [email protected] or directly at our physical stores.

Sapataria do Carmo will issue a full refund for the shoes, excluding shipping costs.

The shoes must be returned in the original conditions, with the manufacturer box and labels, and cannot show signs of use.

Please read our Terms and Conditions carefully.

Shopping Guide

To shop on our website, you should simply add the product(s) you want to buy to your shopping basket. Ideally, you should register with our website by providing the requested details (and a combination of e-mail and password chosen when registering).

The user can also shop without being registered, but they will have to provide all information required to finalise the purchase process.

Final order confirmation is equivalent to a full and complete acceptance of shoe price and description. Invoice details are the sole responsibility of the user.


Portugal – MRW Carrier – Buy today, receive tomorrow (24h) – Free shipping.
Madeira and Azores Island- CTT Expresso (24/48h) – Free shipping.
Spain – Carrier MRW – 1 business day – 6.5 € shipping.
Europe – DHL Express – 1 business day – 25€ postage. *
Canada and United States** – DHL Express – 2 to 3 business days – €35 *
Rest of the World – DHL Express – 3 to 5 business days – 42€ *

The export process for NON-U.E orders involves costs, and @sapatariadocarmo considered a single and fixed customs fee in the amount of €12.

Pricing policy – international level
The export process for NON-U.E orders involves costs, and @sapatariadocarmo considered a single and fixed customs fee in the amount of €12.
For countries NON – E.U. (excluding the US*): The  VAT-23% is automatically subtracted from the shopping cart when adding the shipping address.
Attention: upon receiving the order, the customer will pay taxes corresponding to the country of destination!
* Policy for the USA: the final value of the article price remains unchanged, not subtracting the VAT rate. The final price will consist of: shoe price + customs fee *(12€) + shipping fee. Upon receipt of the order, you will NOT pay fees corresponding to the country of destination if the value of the order is less than 800$!


Stock availability

If your size is not available, please contact us!

When the shoes you want are available in stock, they can be shipped in that same day or in the following day after payment confirmation (valid for business days). When the shoes are not available and the payment was already made, we will contact you via your account (Login) to inform you of production time.