Frequently Asked Questions
Are the products sold on CollectKicks new and original?
All products we sell are new and original. Before shipping, they are all checked to ensure their authenticity and perfect condition.
What does a made-to-order product/size mean?
These are specific products or sizes that we do not have in stock for immediate delivery at that time but that we can arrange for you to order.
Deliveries within 2 to 10 business days, depending on the rarity of the product or size you ordered.
Note: It is not always possible for us to find the specific size you ordered. If we are unable to find it on order, we will give you the option of exchanging it for another product or canceling the order with the respective refund.
What payment methods do you accept on the website?
We accept several payment methods such as Apple Pay, Google Pay, Credit Card, Debit Card, MB WAY, Multibanco Reference, Payshop Reference and Klarna (Payment in 3 interest-free installments).
How does payment with Klarna work?
When you check out your order, in the payment section, choose the option "Klarna - 3 interest-free payments" . At the bottom of the page, click on "Pay now". You will be redirected to a Klarna page, follow all the steps and make the payment with your debit or credit card.
When finalizing your order, you will pay a third of the order value, after 30 days you will pay another third and after 60 days you will pay the last third.
Even though you pay in 3 installments, you will receive your order in 1-2 business days , just like with all other payment options.
Note: Sometimes Klarna refuses to accept payment in instalments depending on factors such as your purchase history, the expiry date of your debit or credit card and your age.
How do I know my order has been confirmed?
When you complete your order, you will receive an order confirmation email. Please keep an eye on your email spam folder, as our order confirmation email may be there.
How are the products shipped?
All products are sent in a security box to ensure their total protection, in their original packaging and with all accessories included.
Which carrier sends orders?
Orders to mainland Portugal and the islands are sent by CTT Expresso (Portuguese Post).
Orders to the Rest of Europe are sent by DHL.
How long will it take for my order to arrive?
All information about delivery times can be found HERE .
How do I check the status of my order or delivery?
When your order is accepted by the carrier's system, you will receive an SMS and email with the carrier's tracking number. Go to the carrier's website, enter the tracking number and you will have all the information regarding the delivery of your order.
I placed an order but the delivery failed, what can I do?
If delivery fails, the order will be available for collection at the nearest CTT Post Office on the following business day. You have approximately 5 business days to collect it. To find out which CTT Post Office your order is at, go to the CTT website and enter your order's Tracking Number.
Can I place an order on the website and collect it at the Physical Store?
Yes, at checkout you have the option to Collect from Physical Store .
In order to collect your order, please bring your confirmation email. Keep an eye on your spam folder, as our order confirmation email may be there.
If you have any questions regarding your order, please contact us via Email, Instagram or Telephone.
Do you accept exchanges or returns?
All information about Exchanges or Returns can be found HERE .