Exchanges and Returns

If you are not satisfied with the items purchased you can exchange them or ask for a refund within 14 days of reception.

When you wish to make an exchange / return, please note the following:

1. For personalised shoes made to order there are no exchanges or returns;

2. When trying on shoes, do it on a rug or soft surface to avoid scratches on the sole;

3. The articles must be in the same condition in which they were sent without signs of having been used;

4. The packaging, box and other components shipped with the article must be in perfect conditions;

5. Return costs to our warehouse are at the customer's expense;

6. In the 1st exchange the shipping costs to Portugal Continental will be free. Other conditions mentioned in "Exchanges" below;

Send us a request for return or exchange using the following options:

Option A- Fill in the form, click on the link and answer clearly and rapidly  the following simple  questions

Formulário Trocas e Devoluções


Option B- send an e-mail to : with the following information:

  • - Customer number / Card number or Name
  • - Order or invoice number
  • - (Optional) Reason for which you are making the exchange / return (Not suitable, did not like the colour or model, etc.)
  • - In case of exchange, the reference of the model and size you want.

 You will receive an email with order acceptance and delivery information.

You should send the item inside the Cinderela Shoes box, it should be in perfect condition as well as all components received. 

Everything should be packed in a transport box where you must paste the sender and recipient's ID's and addresses.

After receipt of the article and other components in our warehouse, we will proceed to the evaluation of the state of the same. Once the condition is confirmed, you will be informed of the acceptance of the exchange / return by email.


In case of exchange will be communicated the availability of the article and deadline for shipping in case there is no stock.

If exists in stock, will be shipped the following working  day.

For continental Portugal the 1st exchange is free, if there are more exchange intentions these will have a fee of 8 €.

  • Madeira and the Azores: 12.00 €/Un
  • Continental Spain: 8.00 €/Un

      Click to consult delivery fees.

  • For other countries you will be informed by e-mail what the corresponding fee is.


The refund amount may be credited to your account and used at any time and will be discounted when you think convenient. If this is the chosen modality you will still be entitled to 10% discount on the next purchase. 

The amount corresponding to 10% will be credited to an account to be discounted on the next purchase.

The refund of the amount paid will be made within the next 2 working days using bank transfer, which needs the following information:

- Name of account holder;