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FAQS

Hi, we want to help you!

  • How do I buy at PROF Online?

    Shopping at PROF is very simple.

    After registering as a customer, just click on the items to view their descriptions, select the desired color and size and add to cart.

    Choose where you want to receive your order and than select your payment option: Credit Card ou Paypal.


    Simple and fast.


  • Can I buy online from anywhere in the world?

     Currently our online store only dispatches to the following countries: Austria, Belgium, Croatia, Czech Republic, Denmark, Estonia, France (Metropolitan France and Corsica), Germany, Greece, Hungary, Ireland, Italy, Latvia, Lithuania, Luxembourg, Poland, Portugal, Netherlands, Slovakia, Slovenia, Spain and United Kingdom (except Channel Islands).

  • Do I have to pay Custom Fees and Import Taxes?

    Orders placed in the European Union are exempt from customs duties. All orders are shipped from Portugal.
    Orders placed and sent outside the European Union will be subject to customs duties in destination countries.

  • How can I pay my order?

    PROF offers the following payment methods: ATM (Portuguese Cards), Credit Card and PayPal.

  • Is it safe to shop at PROF Online?

    Yes, PROF website takes a commitment of responsibility to their visitors, protecting their personal information based on the encryption of data transmission through a secure HTTP.

  • In which currency do I make the payment?

    All european orders are placed in Euro (€) and payments processed in this currency.
    Orders from united States anda Canada are placed in USD.
    Please note that if your bank account is in another currency, the exchange rate used to debit your account will be automatically determined by your bank/PayPal and not by PROF.

  • I saw an item in one of your stores. Can I buy it online?

    Yes. You can buy any item you saw online at any PROF store.

  • Some items or sizes are no longer available online. Is there any chance of being available again?

    If the item/size you are interested in is no longer available online chances are it ran out of stock. However, once in a while we perform some product replacements therefore there is a possibility of the article you seek becomes available in the future.

  • Is it possible to reserve an article and buy it later?

    Currently we do not have an article reservation service available. However, you can add your favourite products to your Wishlist to buy them later. Please note that by doing this you are not reserving any product but only saving it for future reference.

  • How do I exchange an article I bought in the online store?

    You have 100  days after your purchase to exchange an article in one of our stores. Items must be in perfect conditions and always delivered with the original purchase receipt. You can also request a home collection (free service only available in Portugal) or send the item by Normal Post (applicable to all other countries). To make a request to exchange an online order, you must:

    Log in into your account

    Go to “My Account”

    Select the Order no. you wish to exchange

    Select Return/Exchange and follow the steps

  • How do I return an article I bought in the online store?

    SIMPLE AND FAST.

    You have 100 days to return your items. 


    How to proceed 
    The return your order must be initiated from your customer area in the online store: 
    Login to your account; 
    Go to the “Order History” section; 
    Select the respective order; 
    Click on Return and follow the indicated steps. 

    A) Returns from Europe
    We will pick up your return - free
      
    In 1-2 days you will receive an email indicating the free pick up date of your return.


    B) Returns from USA&Canadá
    Send your return to:
    PROF - Santos & Juniores, SA 
    Online Store  
    Manuel Dias Street, 782 
    4495-129 Amorim 
    Portugal


    Read before returning  

    Exchanges and returns are accepted provided: 
    - The products have not been washed or used (unless the product contains information to the contrary, the customer has the right to try on the shoes to test size and shape but cannot wear them). 
    - The product retains its original features. 
    - The product is complete (eg both items of a pair must be returned). 
    - Products that have been tampered with or show signs of use are not accepted. 
    NOTE: PROF IS NOT RESPONSIBLE FOR WASHING AND / OR DRYING OR THE EFFECTS OF DIONG IT ON ANY PRODUCT. 
    — If you prefer do it manually you can download the form here


    Refunds 
    Your refund will be processed very quickly, within days of receiving your return, using the same payment method you used to purchase. Keep in mind that the length of a credit card refund will always depend on your bank. 
    The refunded amount refers only to the value of the returned items and does not include any other cost paid by the customer at the time of purchase, namely shipping. 


    Shopping in Physical Stores (Portugal Only) 
    For purchases made in physical stores we only allow exchanges and for items of equal or greater value. Items must be in perfect condition and duly accompanied by the invoice.


    se receipt.


  • Do I have to pay to return my items?

    Returns in PROF Online are always free of charge.


    Portugal and Spain: Free Returns through home collection or Normal Post to the address below.

    Other Countries: By Normal Post to the following address:
     
    PROF - Santos & Juniores, SA – Online Store
    Rua Manuel Dias, 782
    4495-129 Amorim
    Portugal
     
    Please note that you must always attach the shipping costs receipt for reimbursement. If the returned package does not contain this information, reimbursement of shipping costs will not be considered.

  • When and how will I receive my refund?

    The refund will be processed after receiving the items returned and their evaluation by the Quality Department in the same payment method used when purchased.

  • When will I receive my order?

    To addresses in Portugal and Spain the delivery is carried out the following working day after dispatch.

    For Azores and Madeira between 2 to 12 working days after dispatch.

    The remaining countries within 7 working days after dispatch.

  • How can I subscribe PROF Newsletter?

    Insert your email address in the footer of the home page menu.

contact us


CUSTOMER CARE

send an email to:


care@profonlinestore.com


or call:

+351 252 298 085

Monday to friday  9h-13h e das 14h-18h.

During blackfriday and sales seasons Its better to send us an email. We can handle it faster.