Getting it to you, and getting it back

Within 1–2 business days of the order being confirmed. Orders placed at a weekend or on a Portuguese public holiday are handled on the next working day. You get a dispatch email with tracking when the parcel leaves us.

Within the EU: 3–6 business days after dispatch.
Rest of the world: 7–14 business days after dispatch.

These are carrier estimates, not guarantees. Where no delivery date has been agreed, the legal maximum is 30 days from the conclusion of the contract. If we miss that, you may give us an additional reasonable period, and if we miss that too you may cancel and be refunded in full.

Standard shipping is free on orders over $79 before discounts. Below that threshold the cost is calculated by destination and shown before you pay — never added afterwards.

Deliveries outside the European Union may attract import duty and local tax on arrival, set by the destination country and payable by the recipient. We do not collect those and cannot estimate them for you.

The countries listed in the checkout country selector: EU member states, the United Kingdom, Switzerland, Norway, the United States, Canada, Australia, New Zealand, Japan and Singapore. We do not ship to any destination subject to applicable sanctions or export restrictions. Full detail on the terms of sale.

Check the tracking link in your dispatch email first — most delays are a failed delivery attempt or a parcel waiting at a pickup point. If tracking has not moved for five working days, write to support@danceworldshoes.shop with your order reference and we will open a case with the carrier.

Until the goods are delivered to you they are our risk, not yours. A parcel lost in transit is our problem to resolve and you are entitled to a replacement or a full refund.

Email support@danceworldshoes.shop with your order reference and what you want to send back. We reply with a return address and a return reference, usually the same day.

Please do not post anything before you have that reference — the registered office is not a warehouse and unreferenced parcels are hard to match to an order.

Pack the shoes so they arrive in the condition they left in. The original box is helpful but not required. Use a tracked service: until the parcel reaches us it is at your risk.

Two things, and both are flagged before you pay rather than afterwards.

Suede-soled shoes used on a floor. Suede-soled shoes can't be returned once they have been used on a floor. Try them indoors on a clean surface only. The sole takes its wear on the first few turns and it is visible on inspection, so the shoe can no longer be sold as new. Trying them on indoors on a clean surface is fine and is exactly what the 14-day period is for.

Shoes with elastics or ribbons sewn on. Shoes with elastics or ribbons already sewn on count as altered and cannot be returned. Sewing is an alteration made to your own specification, which puts it outside the withdrawal right by law.

Sealed hygiene items — the toe pads — cannot be returned once the seal is broken.

None of this affects the three-year legal guarantee. A faulty shoe is a faulty shoe whether or not it has been danced in.

To the same means of payment you used, within 14 days of us receiving your withdrawal notice. We may hold the refund until the goods are back with us or you show proof of dispatch, whichever comes first. There is no restocking fee and no administrative charge.

The refund includes the standard outbound delivery cost. If you paid for an express service, we refund the standard rate. The cost of sending the goods back is yours unless the item was faulty, damaged in transit, or not what you ordered — in which case we cover it.

Once we issue a refund, how quickly it appears depends on your bank or card issuer, typically 3–10 working days.

Yes, for a different size of the same shoe, subject to the same conditions as a return. Tell us when you request the return reference and we will hold the replacement size for you. If the price differs we settle the difference either way.

Given that the shoe you send back has to be unused on a floor, measure first — the fit page explains how — rather than ordering two sizes and returning one that has been worn to class.

Photograph the parcel and the goods before you do anything else, then email us within a reasonable time of delivery. Transit damage is our responsibility and we replace or refund in full, including the return cost. We do not ask you to take it up with the carrier yourself.

Write to us first — most of these are misunderstandings about the suede condition and are settled in one email. If we cannot agree, you may file through the Livro de Reclamações Eletrónico, which we must answer within 15 working days and which is forwarded to the competent authority.

The alternative dispute resolution body for our registered seat and the EU ODR platform are both listed on Informação Legal. Nothing here removes your right to go to court.