Shipping and Returns

Shipping

Our products will be shipped on weekdays from Monday to Friday, except for holidays. Acquarell undertakes to proceed with the shipment observing the delivery time of up to 4 (four) weeks, although the delivery period cannot be guaranteed.

There may be an increase in production, problems in acquiring materials or other unpredictable events that may delay delivery in certain cases. However, we will do everything within our reach to fulfill our deadlines.

Mainland Portugal + Islands

Through CTT – Free shipping

Spain, France, Germany, Italy, Belgium, Russia, Luxemburg, Canada, UK and USA

Through DHL- Free shipping except for any location considered remote by the courier.  Any additional fees and import fees will be paid for by the customer to the distributor upon delivery. If you have any queries regarding your quote, please contact us at customercare@acquarellshoes.com

Austria, Denmark, Finland, Ireland, Sweden, Netherlands and Switzerland

Through DHL – Flat cost of 20€ except for any location considered remote by the courier.  Any additional fees and import fees will be paid for by the customer to the distributor upon delivery.

We deliver worldwide. If your country is not mentioned on the allowed shipping list, the shipping quote will be calculated upon completing your order.

Delivery & Returns

  • The customer has a period of 14 (fourteen) upon receiving the order;
  • Keep in mind though that most of our products being personalized, the exchange or return might be subject to Acquarell’s evaluation;
  • We do not accept exchanges or returns of shoes with sole engravement;
  • We do not accept exchanges or returns of worn shoes or with any kind of wear marks;
  • We only accept a single exchange and relative to the size;
  • The costs of exchanges and returns are supported by the customer;
  • In case of a faulty product, the customer can choose between a replacement, a repair or a full refund;
  • Your refund will be credited by the same method you initially used for paying. Shipping costs, import and customs fees will not be refundable. Refunds may take up to 15 business days to be credited to your account;
  • The shoes must be returned to our factory in its original packaging in perfect condition, without showing signs of being damaged;
  • We are only responsible if the product is sent to us through the same route as it was delivered-by CTT or DHL;
  • To make an exchange or return send us a message through our Contact page on our website acquarellshoes.com with your order number, name and reason. Subsequently, our service team will send you a brief explanation of how to do it;
  • Please do not send items for exchange or return without notifying our team via e-mail, customercare@acquarellshoes.com, as we will need specific information;
  • All exchanges and returns will be carefully analyzed by ACQUARELL, having the same right to refuse them.