Exchanges & Returns

Before proceeding with the return, check:

  • The item cannot have been used, washed or damaged (we suggest that the shoes be tested on a carpeted surface before use/wear);
  • The item must be in its original packaging;
  • Returns will only be accepted within 30 days after the delivery date;
  • Separate returns of the same order will not be accepted;
  • The above conditions must be observed so that Eureka can assess the reimbursement of the article.


Upon receipt of the order, the customer has a 30-day period to return or exchange their article(s). Exchange/return costs are borne by Eureka (valid in Continental Portugal for packages up to 2 kg and in the case it's a first exchange. In subsequent returns, shipping costs (€3.50), shall be borne by the customer (except on the grounds of duly identified quality issues).

How can I exchange an item I purchased at the online shop?

In physical stores, we only allow exchanges for items of equal or higher value, in stores in Portugal (excluding Outlets) and in the Netherlands, in accordance with the above-mentioned conditions and duly accompanied by the respective invoice. If you want to make an exchange for another different article, you should always select the Return option.


Can I return my order at any physical Eureka Shoes store?

Returns regarding items bought at our online store are not accepted at our network of physical stores.


 Origin   Term          Exchanges online             Exchanges at Eureka stores                  Returns online
 Portugal - Mainland (PT)  30 Days  Free1  Free (Excluding Outlets)  Free Returns - Through scheduled collection by the FEMA Carrier.
 Portugal (Madeira/Azores)  30 Days  Free2  Free (Excluding Outlets)  Products sent to the Warehouse3 - (Shipping fees to be borne by the customer).
 Netherlands (NL)  30 Days  Free2  Free   Products sent to the Warehouse3 - (Shipping costs to be borne by the customer).
 Spain (ES)  30 Days  Free2  N/A - Not Applicable.  Products sent to the Warehouse3 - (Shipping fees to be borne by the customer).
 Other EU markets (AU, DE, FR, IT, BE, LU) 30 Days  Free1  N/A - Not Applicable.  Scheduled Collection Service4 - UPS Carrier (Shipping fees to be borne by the customer)


  1. Valid only for the 1st (first) exchange of an item(s), for each new order;
  2. Offer valid only for the 1st (first) exchange of an item(s), for each new order. Shipping fees regarding the product(s) to be returned, shall be borne, initially, by the customer). However, the value may be reimbursed later. Therefore, you must attach documentary proof of the shipping fees regarding the return, for refund purposes, up to a maximum value of €20. Without this information, the reimbursement of the fees regarding the Return cannot be carried out.
  3. In the case of a Return or a 2nd (second) exchange of an item(s), the shipping fees are borne by the customer);
  4. Scheduled Collection Service - UPS Carrier (Shipping fees to be borne by the customer). The cost of the Collection Service is approximately €9.90 for each item, within the European Union, and this service cost may be subject to change without prior notice.


Products sent to the Warehouses address:

Eureka Shoes - Logistics / Online Store, at the following address: Alberto Sousa, Lda - Rua da Boca s/n, 4815-640 Vizela.
Eureka Shoes B.V - Binnenhof 16, 1181 ZG - Amstelveen.



Exchanges online:

In the case of a Return, you can only choose a different colour or size of the same Model, with regard to the original order. 

Please follow the instructions that appear below:
  1. Sign in to your Account;
  2. In the area "My Account" on the menu, choose "Exchanges and Returns";
  3. Select the desired order;
  4. Once selected, choose the "Exchange" option;
  5. Select the "Collection method":
    • Portugal - Mainland: At an Address;
    • Madeira / Azores and Spain: Customer ships to the Eureka Shoes Warehouse;
    • Netherlands: Customer ships to the Eureka Shoes Warehouse B.V.;
    • Other EU markets (AU, DE, FR, IT, BE, LU): At an address or a Pick-up Point;
  6. Select the "Reshipping method";
  7. End with "Exchange".


How can I return an item I purchased at the online shop?

For customers who are registered on the www.eurekashoes.com website.


 Returns online:

The returns must always be initiated through the Online Store, on the www.eurekashoes.com website.

Please follow the instructions that appear below:

  1. Sign in to your Account;
  2. In the area "My Account" on the menu, choose "Exchanges and Returns";
  3. Select the desired order;
  4. Once selected, choose the "Return" option;
  5. Select a "Collection method":
    • In Portugal - Mainland: At an Address;
      • Request a Collection for the original address, the address where you received your package. All pick-ups (collection) are scheduled through a contact between the carrier (FEMA/GLS) and the customer. Later, you will receive an SMS Collection confirmation!
    •  In Madeira / Azores and Spain: Customer ships to the Warehouse.
      • You should send the product(s) to the Eureka Shoes - Logistics A/C Online Store, at the following address: Alberto Sousa, Lda - Rua da Boca s/n, 4815-640 Vizela.
    • In the Netherlands: Customer ships to the Warehouse;
      • You should send the product(s) to Eureka Shoes, at the following address: Eureka Shoes B.V - Binnenhof 16, 1181 ZG - Amstelveen.
    • Other EU markets (AU, DE, FR, IT, BE, LU): At an Address or a Pick-up Point.
      • If you want to return your order through a Collection at an Address, you should pack the article(s) in the original box(es) and stick on the "BACK" freight bill sticker that came with the initial order.
      • If you want to return your order through a Pick-up Point, you should pack the article(s) in the original box(es) and stick on the "BACK" freight bill sticker that came with the initial order. Then, you must head to your nearest Pick-up Point and deliver the Return package. Check the available Pick-up Points list - UPS access point locator: https://www.ups.com/dropoff.
  6. End with "Return".


UNREGISTERED CUSTOMER

If you placed your order as an unregistered customer, you can initiate the Return procedure through the link sent in the Confirmation Email and, consequently, proceed with the remaining process.
Please note: If you have multiple items to return in the same order, you must Return or Exchange them at the same time. After the request to return an article of an order, our website will not allow you to go back to perform an Exchange or a Refund.


When and how will I receive the refund?

Once the returned order is received, Eureka will examine and confirm its condition and, once approved, you will be refunded in the amount corresponding to the article returned, in the same way in which you made your purchase.

If the returned items are damaged or worn, Eureka reserves the right not to accept the Exchange/Return and to refuse their refund. Any fees and taxes which have been paid either by shipping or returning your order, will not be refunded.

After receiving the return package, and if all the requirements of our return policy are confirmed, you will receive an email informing you that the refund will be processed. The time required to make a refund depends on the payment method used and can go up to 15 days:
  • Credit Card: The time frame for the refund amount to be credited to your account depends on the policy of the bank that issued the card;
  • PayPal: the refund will be credited to your PayPal account and will be immediately visible. The time frame for the refund amount to be credited to the credit card associated to your PayPal account depends on the policy of the bank that issued the card;
  • ATM References: the refund will be credited to your bank account after the reception and verification of your returned item(s). When using this payment method, in the event of a return and to proceed with the refund, you should inform us of your IBAN, which has to be from the same country of the billing order. Without this information we will not be able to transfer the amount of the refund.


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Sapato Filipe Sousa em pele e sola de borracha.
O detalhe do fecho confere a este modelo a
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