FAQs

How do I create my account?

Creating an account on Record is very simple. To do so, follow these steps:

1 - Start by entering your email address.
2 - Name and full delivery address (very important for shipping purposes)
3 - Create a password that is easy to remember.
4 - Accept our terms and conditions.

* We always recommend providing both a telephone number and an email address to deal with any problems or queries that may arise.

 

Is it necessary to create a customer account to make purchases in your store?

Creating a customer account is not mandatory when you make purchases at Record, however we always recommend that you do so, your data will be saved and it will be easier if you want to make a future purchase.

Returns

How can I return a product?

The return process is very simple. To find out the steps to follow, go to the “Exchanges and Returns” page.

How can I exchange a product?

To exchange a product purchased in our online store for another size or model, you must first return the product. Upon receipt of the product in our warehouse, we will send the product you need, with all postage costs being the customer's responsibility.

This entire process can be carried out via email or telephone, where we will provide all the necessary support and help to make this process as simple as possible.

Are the shipping costs for returning the order paid by the customer? Can I choose the shipping method?

The shipping costs for returning the order are always the responsibility of the customer. For this reason, you will have the flexibility to choose the carrier or postal service you want.

How and when will I receive the refund corresponding to my return?

Refunds are always made using the most convenient payment method for the customer, and everything will be arranged with the store at the time of contact.

I want to return or exchange a pair of sneakers, but I no longer have the original box. Can I still return them?

If you no longer have the original product box, you cannot request a return. You must send all items you wish to return in the same condition in which they were sold, and in their original boxes or packaging.

Clothing items must always have the label in good condition.

Any exchanges or returns that do not comply with these rules will not be accepted.

Orders

How can I be sure that my purchase has been completed?

When you complete your order, you will see a success message on your screen and you will immediately receive an SMS and an email confirming your purchase.

If you have any questions regarding the status of your order, please do not hesitate to contact us via email customersupport@lojarecord.com

When making a purchase, is stock always guaranteed?

Our stock is automated and we do everything we can to ensure that there are no human or computer errors in stock. However, we would like to point out that there may always be some errors.

If your order falls into one of these cases, we will contact you immediately to find a solution.

Will I receive an invoice for my purchase?

Yes, all orders are accompanied by the corresponding invoice.

Is it possible to change an order after it has been submitted?

All orders processed cannot be modified. If you forget to add a product, you will need to place a new order to purchase it.

I placed an order in your online store. Is it possible to pick up the order in one of your stores?

Yes, you can pick up your order at one of our stores. When you place your order, select “Pick up in store” as the delivery method and you will receive an email when your order is ready for pick up.

The default store for collection is the Paredes store for logistical reasons, however, if you wish to collect from the Penafiel store, you can request it by email or telephone.

How long do I have to pick up my order from the store?

Your order will be available for collection in store for 30 days.

After this period, the order is returned to our warehouses.

For more information, contact Customer Support.

How to apply a promotional code?

When finalizing your order, you will have a field to fill in with promotional codes.

When you click apply, you will see the respective discount applied to the value of your order.

Shipping

How can I track my order?

All orders are accompanied by the carrier's tracking number, which you should receive by email.

If you do not receive it or have any questions, please contact us.

What is the delivery time for my order?

The delivery time for orders is between 1-3 working days, although there may be delays caused by carriers.

What happens if no one is home to receive my order?

Our transport services are provided by two different companies, and the way the order is handled varies depending on the company.

However, both usually contact the customer to try to resolve the situation immediately.

If you have any questions or need additional information, please contact Customer Support.

Do you prepare and ship orders every day? Do you ship orders on weekends and holidays?

Orders are prepared and shipped on business days only. We do not prepare or ship orders on weekends or during local or national holidays.

If I place my order on a Friday or over the weekend, when will the order be shipped?

If you place your order on a Friday after 1:00 p.m. or during the weekend, your order will not be dispatched until the following Monday. We do not prepare or dispatch orders during the weekend.

Payments

What payment methods can I use when making a purchase?

At Record we have five payment methods available. You can make your purchase in our online store using credit card, PayPal, Multibanco, MBWay or PayShop. We do not accept cash on delivery or bank transfers.

Is it safe to buy from Record?

Buying from our online store is safe and very simple. We offer our customers the possibility of purchasing products from us using a credit card, Paypal or Multibanco.

All data provided will be entered into a Secure Server (SSL) that encrypts/encodes all confidential data relating to your credit card.

Products

Are there size differences between brands? And between models of the same brand?

Yes, you may find some size differences between brands. You may even find that the same brand may offer models that differ in size.

If you have any questions regarding this matter, please contact our Customer Support team, who will do their best to help you.

Can I reserve or pre-order a product?

No, at Record it is not possible to reserve or pre-order any of our products. This applies to all products available on our website, as well as those we receive throughout the collection.

We do not accept reservations because we understand that customers should be treated equally, thus ensuring that everyone can get their favorite product without being hindered by waiting lists.

When I add a product to the cart, is the item reserved for me?

No, products added to the cart are never reserved. They only become reserved once the purchase is completed.

I like an item but the size is not available. Can you get that size?

We are unable to order specific items from brands/suppliers based on personal requests, and are always required to place collection orders only.

If the size you want is out of stock, it is unlikely that we will receive it again unless it is a carry over product (the same item in all collections, e.g. white and green Stan Smiths).

We do not usually renew our stock of old products, as we constantly renew our product catalogue so that our customers always find the latest and most exclusive products.

Can the color of a product I receive vary from the product photograph?

We try to present images that portray the products in the best and most detailed way possible.

There may be small variations, which may be influenced by the device on which you are viewing the product, namely: screen brightness, screen size, contrast.

We recommend that you view the product on more than one screen if you have any questions regarding the product, color, materials or appearance.

Are the items sold at Record original?

Yes, all items available are 100% original. At Record we work directly with the manufacturing brands, without any intermediaries. We are a company with almost 40 years of experience in the Sports Fashion market, and we strive for the quality and authenticity of the products we offer.

Is the amount that appears on the website the final amount I will pay for the product?

The price displayed on our website is always the final price to be paid for the product. The price does not vary regardless of the size selected and the number of products purchased.