FAQS

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General Category

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

SIMPLE, FAST AND FREE.

ALL EU AND NON EU COUNTRIES — HOW TO RETURN YOUR ORDER

Ensure that the items meet our return conditions (new, not used and with the its original packaging).

1. Access “my Account” at www.profonlinestore.com, find your order and select the items you want to return. Confirm all stages until the process is finished.
2. Pack your items in a box good for shipping. You can use our box, be sure to remove any old shipping labels.
3. Place the DHL shipping label that we sent inside your order´s box.
4. Drop it Off at any DHL point near you. Find it at www.dhl.com.
5. Search now for the nearest delivery point to deliver your return. Check the header/top of your DHL label:
> If it says DHL PARCEL search for a DHL PARCEL delivery point
> If it says DHL EXPRESS search for a DHL EXPRESS delivery point

Wait 7-10 days for the item arrive to our Returns Center. Once validated we will refund immediately. Thank you.

FAST REFUNDING
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.

TRANSPORT COSTS FOR RETURNED ITEMS
Free of charge to: Portugal, Spain, France, Germany, Belgium, Luxembourg, Netherlands, Austria, Italy, Ireland, Hungary, Denmark, Czech Rep, Poland, Slovenia, Slovakia.

15$ for: USA, Canada, United Arab Emirates, Saudi Arabia and Australia and the rest of the world.
15£ for: United Kingdom
15€ for: Jersey Island, Switzerland, Andorra, Monaco, Liechtenstein, Iceland

READ BEFORE RETURNING

Exchanges and returns will be accepted respecting the following rules:
- If you want to exchange your item, you can do so for a different size or colour.
- If you want to exchange for a different item, you must first return your item and then buy a new one.
- The products must not show signs of having been washed or used.
- Products (with the exception of underwear) can only be tried on to test size and shape, but cannot be used. If signs of use are identified, we will not accept the return.
- The products must present their original characteristics.
- The products are complete with all the elements that compose it (eg both items of a pair of shoes, boxes and labels and other elements that are inside the shipping box or the product box).
- The original packaging must not be damaged.
- Men's, Women's or Children's underwear products can only be returned if the packages remain sealed.
- Ladies bath products can be returned if you keep the hygiene sticker.
- Products that have been tampered with or that show signs of use are not accepted.

SHIPPING ADRRESS IF NECESSARY
Santos & Juniores, SA
A/C Loja Online
Rua Manuel Dias, 782
4495-129 Amorim
Portugal

NOTES

PROF IS NOT RESPONSIBLE FOR THE EFFECTS AND RESULTS OF WASHING AND/OR DRYING OF ANY PRODUCT.

You can freely terminate the contract for products purchased from the profonlinestore.com online store. You can do it freely and autonomously through the means described above. Alternatively you can use the free contract termination form, downloading here

For purchases made at PROF´s physical stores in Portugal we only allow exchanges and for items of equal or greater value. Items must be in perfect condition and duly accompanied by the invoice

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, the online shop only ships to Andorra, Austria, Belgium, Bulgaria, Croatia, Cyprus, Czech Republic, Denmark, Estonia, Finland, França (Metropolitan and Corsica), Germany, Greece, Hungary, Iceland, Ireland, Italy, Latvia, Liechtenstein, Lithuania, Luxembourg, North Macedonia, Malta, Monaco, Netherlands, Norway, Poland, Portugal, Romania, Serbia, Slovakia, Slovenia, Spain, Sweden and Switzerland.
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: Klarna, Google Pay, 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 HTTPS.
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 online any item you saw at any PROF store in Portugal.
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 item and purchase 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.
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.
Caring to handle with articles
We warn our esteemed clients that PROF cannot be held responsible for articles that present damage caused by washing and/or drying them or that appear to have been handled with some type of liquid.