How can we help?

FAQ

01. General information

How can I contact the Customer Care department?

For any query regarding SacoorBrothers.com, do not hesitate to contact the Customer Care department:

Chat

WhatsApp: +351969722667

Telephone: +351210046870

Email: customercare@sacoor.com

Are the prices in the online store and those in my usual Sacoor Brothers store the same?

Yes, but if there is any difference between the prices that appear on the website and the prices that are marked on the part labels, the correct price will always be that on the purchase invoice.

Are there special promotions on items in the online store?

We do not offer special promotions on items in the online store.

How can I make an online purchase?

You must be over 18 years old and provide a European home address for shipping and billing. Items are stored in the shopping basket for 24 hours, be careful as items are not reserved. When you have finished selecting the items you want to purchase, click on “Basket" to place the order. The price and availability will be displayed. You can also edit your order at this stage. When you are satisfied with your order, complete your purchase. After placing your order, you will receive a confirmation email. Another email will be sent to notify you that your order has been shipped, with the tracking number that allows you to track the delivery status of your order. order.

What is Whishlist and how does it work?
  • Wishlist is a feature that allows registered users to identify products they wish to purchase. This way you will always have these products identified. To add a new item, after selecting the color and size, simply click on the heart symbol found on the product page.

    Please note that placing a product on the Wishlist does not mean that it is reserved, meaning that the stock available for the selected color and size remains available for sale in the online store and may run out. We remind you that information about product availability is online.
Will I be able to benefit from the sewing service on items purchased in the online store?

Sewing is free for customers who are members of the Sacoor Loyalty Program (Except Sacoor Outlet and Sacoor Blue).

Customers who purchase items from the online store can have their sewing done at any of the Sacoor Brothers stores.

The free sewing service is not applicable to items purchased in the Special Deals area.

02. My account

Can I receive periodic information in my email with the latest news and offers from Sacoor Brothers?

Yes. Subscribe to the Newsletter and receive information about the latest news from Sacoor Brothers.

Can I unsubscribe from the Sacoor Brothers Newsletter?

In your account field you can simply choose not to select the subscription. Fill in the data and save the changes.

Can I recover my forgotten password?

If you don't remember your password, you can recover it in the Login field. You will receive an email with instructions for setting a new password.

How can I register?

Click on Registration at the top of the Sacoorbrothers.com home page.

Fill in the mandatory fields on the form. Create new account. Confirm the user account.

From now on you will be registered as a Sacoorbrothers.com customer.

How do I access, consult and change my data?

You can access your data, change it and cancel it in the "Profile" section on the main page of Sacoorbrothers.com.

You can also request a change of data by contacting customercare@sacoor.com

Is it possible to have access to my orders already placed?

Yes, in your customer area, you can access your purchase history.

What do they do with my data after registration?

All the data you provide will be stored securely in our systems, so that you do not have to enter them again, making your future purchases faster.

03. Place an order

How do I place an order?

Choose the area (woman, man, child) and family (type of item).
View the product(s) you are interested in. Click on the article to enlarge the image and information about it.
Select an item and add it to the basket. You can then choose whether to continue shopping or process your order.
If you wish to process your request, you have the option of doing so by registering.
Choose a delivery method.
Select a payment method.
Confirm your order.
You will receive an email confirming your order.

Can I know what status my order is in?

Yes, when you access your customer area, you will be able to know at any time what status your order is in. To consult us about the delivery of an order, please contact our Customer Care using the following contact details:

Chat
WhatsApp: +351969722667
Telephone: +351210046870
Email: customercare@sacoor.com

Can I delete an item from my shopping cart?
  • Yes, you can delete any items you don't want before finalizing your order.
Can I modify my order?

Yes, you can modify your order if it has not yet been completed. If you want to modify your order once it has been completed, you must contact Customer Care.

Can I cancel my order?

To clarify any doubts in this regard, please contact Customer Care, using the following contact details:

Chat
WhatsApp: +351969722667
Telephone: +351210046870
Email: customercare@sacoor.com

Will I receive the item I see in the photo?

Yes, except in cases where a given article has been manufactured following artisanal processes (brushing, waxing, aging, etc.) in which small differences could be observed between articles of the same reference.

How can I know my size?

To better identify your size, on each product page, there is a link to the Size Guide for consultation.

I don't want to order now, but I would like to select these items for next time. It's possible?

Add the items you like most to your Wishlist so you don't lose track of them.
Sign in or create an account if you want to access them from any device.

Are the items included in the basket reserved for next time?

No. Including an item in the basket does not guarantee its reservation or availability. There are items that are in high demand and may sell out before you make your purchase, despite having been available when you added them to your basket.

04. Transport and deliveries

In which countries is it possible to buy online?
  • Currently, you can buy online in Albania, Andorra, Armenia, Austria, Belarus, Belgium, Bosnia and Herzegovina, Bulgaria, Croatia, Czech Republic, Denmark, Estonia, Finland, France, Georgia, Germany, Greece, Hungary, Iceland, Ireland, Italy , Latvia, Liechtenstein, Lithuania, Luxembourg, Macedonia, Malta, Moldova, Monaco, Montenegro, Netherlands, Norway, Poland, Portugal, San Marino, Serbia, Slovakia, Slovenia, Spain, Sweden, Switzerland, Turkey, Vatican City.
Where can I receive my order?

You can receive your order at the address of your choice (home, work, etc. - never at a post office), at a Sacoor Brothers store of your choice, or at one of the participating Pick Up points.

What is the price and delivery time for my order?

Shipping fees apply per order. The exact price of each shipment depends on the country of delivery. Customs fees are always charged for countries outside the EU and are included in the values ​​that these countries mention at checkout (even for orders over €150). Orders placed before 12pm are shipped that day. After this time, they will be dispatched on the following business day. Delivery times depend on the type of shipping selected:

PORTUGAL
• Collection at Sacoor Brothers store - 2/5 working days: free delivery
• Normal Delivery - 2/5 working days: cost 4.95 euros
• Normal Delivery (Islands) - 4/7 working days: cost of 15 euros
• Collection at PickUp Points - 2/5 working days: cost of 3.95 euros

05. Returns

How should I proceed to return an item?

If any of the items are not to your liking, you can request a return up to 15 days after receiving it.

Returns can be made free of charge at a Sacoor Brothers store, except in the following stores:

- Sacoor Outlet

- Sacoor Blue

- Sacoor Brothers Alameda Shopping

- Sacoor Brothers Gaia Shopping

You can go to the store with the items and purchase invoice.

Platinum customers enjoy free returns.

You can find more information about returns here .

How should I proceed to return an order paid by Multibanco?

To return an order paid by Multibanco you simply have to follow the same procedure that has been indicated so far, whether in a physical store or through "My Account" in our online store. When making the Return request, you will be asked to fill in your IBAN so that the bank transfer can be made. After we receive the items back at the warehouse, we send you an email confirming the return processing.

When and how will I receive the amount of my refund?

Once we have approved the return and your bank has processed it (the estimated time varies depending on the bank), you will receive a confirmation email indicating that, within a few days, you will receive the corresponding amount in your account (excluding the value of the shipping).
If the return was made at a Sacoor Brothers store, the return will be made within a maximum period of 15 working days after the request, via bank transfer.

What can I do if the item I receive is defective?

Sacoor Brothers only sells items in perfect condition, so if, exceptionally, you receive a defective item, please contact our Customer Care.

Do I incur costs when making a return?

Returns are free for in-store returns or Platinum Customers.

06. Exchanges

How can I exchange an item?

You can exchange the item(s) at Sacoor Brothers stores (except Outlet, Dolce Vita Tejo and Sacoor One). Through the Online system, collection and return are only possible.

What is the deadline to make the exchange?

Exchanges are made within a maximum period of 15 days, after receipt of the item.

Can I exchange my items at any Sacoor Brothers store?
  • You can exchange your item at Sacoor Brothers stores (except Outlet, Blue and Club).

07. Payment

What payment method can I use to make my purchase?

We offer the following payment methods: Credit Card, Multibanco Reference (Portugal), MBWAY (Portugal), Paypal and Klarna.

Is it safe to use my credit card on the website?

Yes, data is transmitted in SSL encrypted form. To pay with credit cards, you must enter the CVV (Card Verification Value), a code printed on the card that is used as a security measure in e-commerce transactions.

What should I do if my card is declined?

Your card may be declined for the following reasons:

- The card may be expired. Please check if your card is within its expiration date.
- The card may have reached the limit amount allowed to make purchases. Please check with your bank that the limit amount on your card has not been exceeded.
- The data entered is not correct. Please check that you have filled out all the mandatory fields correctly.

Can I obtain an invoice in the name of my company?

Yes, you can obtain an invoice by entering the details in the billing address field.

How does payment with Multibanco Reference work?

Practical and secure payment method. Always keep your cell phone and email details up to date! It's very simple, follow the instructions:
1 - Place your order and choose the Multibanco payment method.
2 - You will receive an email with payment details.
3 - Make the payment at an ATM or Homebanking service:
• Select the Payments and other services menu;
• Select the Payment for services / purchases option;
• Enter the data you received: Entity, Reference and Value.
If you do not make payment within 3 days, the order will be cancelled.

How does payment with Multibanco Reference work?

Practical and secure payment method. Always keep your cell phone and email details up to date! It's very simple, follow the instructions:
1 - Place your order and choose the Multibanco payment method.
2 - You will receive an email with payment details.
3 - Make the payment at an ATM or Homebanking service:
• Select the Payments and other services menu;
• Select the Payment for services / purchases option;
• Enter the data you received: Entity, Reference and Value.
If you do not make payment within 3 days, the order will be cancelled.

How long do I have to pay for the order via ATM?

If you do not make payment within 3 days, the order will be cancelled.

What happens if I don't make the payment by ATM within the established deadline?

If you do not make payment within 3 days, the order will be cancelled.

How to make payment via Paypal?

Please follow the following instructions:
1 – Place your order and choose the PayPal payment method
2 – You will be redirected to a Paypal security page, where you will have to identify yourself in your PayPal account and complete your order. If the PayPal platform informs you of non-acceptance of payment, you will be offered another payment method on the Sacoor Brothers website. The address used to deliver your order will be the one you defined on the Sacoor Brothers website.

08. Gift Slip

What is the Gift Slip?

The gift slip allows the Customer to send an order to whoever they want without indicating the price, and also to add a personalized message.

How can I place an order with a Gift Card?

You can select this option during the Checkout process. If you require more than one Gift Card, please contact our Customer Care.

Can I send a message to the recipient of the order?

Yes, during the Checkout process, you can enter a brief message, which will be printed and included in your order.

How can the recipient return an order placed with a Gift Card?

The return of an offered product must be made by the person who offered/purchased it. In this case, to proceed with the return you must contact the person who purchased it, so that they can return it, in accordance with the return conditions.
The recipient can also return or exchange the order by going to any of our Sacoor Brothers stores in the same country.

09. Gift Card

How do I buy a Gift Card?

You can purchase a Gift Card at any Sacoor Brothers store except Outlet and Sacoor Club stores.

How do I use a Gift Card?

You can use your Gift Card at any Sacoor Brothers store andacoorbrothers.com. You can use your balance in full or in part. Once fully used, the card becomes inactive and cannot be recharged.

Can I return a Gift Card?

The Gift Card cannot be returned.

10. Sacoor Club

What is Sacoor Club?

Sacoor Club is the loyalty program of Sacoor Brothers, Sacoor Outlet, Sacoor Kids and Sacoor One, launched in 1991. Being a member means having access to unique advantages in all participating stores around the world. Whether you are in Lisbon, London or Belgium, you will always be recognized as a Sacoor Club member with corresponding benefits. Our loyalty program is free and will make your shopping experience more pleasant. Being a member allows you to improve your shopping experience, with services that make each visit to our stores more rewarding.

How do I become a Sacoor Club member?

To become a Sacoor Club member please visit our website
www.sacoorbrothers.com, create an account and receive all membership benefits, accepting the terms and conditions. Alternatively, any member of our store staff will be available to assist you. When you join our online program, your account is automatically activated once you complete registration.

Will I receive a card once I become a member?

The Sacoor Loyalty Program is a cardless program. As a member, you can identify yourself at any participating store or by presenting your telephone number and personal identification card (with valid photo) to accumulate Points and use your benefits. Some examples of this type of document include your ID, passport or driving license.

How does Sacoor Club work?

The Sacoor Loyalty Program allows you to accumulate points with any purchase at participating stores. The more Points you accumulate, the greater the benefits you can enjoy. Points in the Sacoor Loyalty Program are valued as follows:• Tier Points that are obtained with each purchase and that help you reach the next member level to access a wider world of benefits

How do I earn Points?

How to earn points quickly is something that all our Customers are interested in, so any purchase at a participating Sacoor Brothers store entitles them to Points, even in special campaigns.

How can I access my account?

An easy-to-use, personalized account welcomes all members of the Sacoor Loyalty Program upon login. You can access total scores, as well as check recent online transactions and lots of other useful information, all at a glance. Through an alert system you can always stay informed about special offers associated with your Sacoor Loyalty Program status.

How can I earn Points?
  • Every time you buy at Sacoor Brothers you earn Tier Points. Tier Points are used solely to determine your status, from Silver to Gold and Platinum. These types of points cannot be spent.
  • Your Tier Points are calculated using only the net purchase value, free of related deductions and discounts.

Member 0 - 99

Silver 100 - 1499

Gold 1 500 - 2999

Platinum > 3000

How many Tier Points do Sacoor Club members earn?

Sacoor Club members earn a number of Tier Points equal to the purchase value, net of all deductions and discounts. This means that if your purchase value indicates 100 currency units you will earn 100 Tier Points

When are Points credited to my account?

Tier Points are credited to your Sacoor Brothers account immediately after you make a purchase.

Can I decide which Sacoor Club account I earn points on?

No. Your account is personal and the Customer must identify themselves in our stores to earn/spend their Points. This is our procedure to ensure that your account is protected and that you can enjoy your benefits safely.

Can I earn Points on any item?

Yes you can. We offer Points on all items, so you can earn Tier Points.

What are the membership statutes?

The Sacoor Loyalty Program has three membership statuses. They are Silver, Gold and Platinum. Each new status brings you inviting benefits that improve as you progress through the Sacoor Loyalty Program status. So you can expect to access benefits such as free home delivery of sewing. As soon as you become a member you can start accumulating Points on your purchases with Sacoor Brothers. By accumulating Tier Points you will be able to reach Gold or Platinum status.

How many Tier Points do I need to accumulate to reach each member level?

The number of Tier Points you need to accumulate to reach Gold and Platinum status varies depending on the country where you are registered. You can find this information online.

How many Tier Points do I earn from a purchase?

The amount of Tier Points you earn on a purchase corresponds to the amount you pay for your purchase.

How long are my Tier Points valid for?

Your Tier Points are valid for up to 12 months from the date they are earned. In the same calendar year that your Tier Points expire, they will be removed from your account at the end of the month.

How long is my new membership valid for?

Your Silver, Gold or Platinum status is valid for a maximum period of 12 months from the date you were granted that status until your Sacoor Club Level Review Date. However, if at any time during this period you have accumulated enough Tier Points to level up, you will be promoted before the end of this period and assigned a new expiration date.

When is my Level Review Date?

Your Status Review date takes place on the last day of the month, 12 months after you have obtained Sacoor Loyalty Program status.
Accumulated points are valid for a period of 1 year. The card is renewed every year and the status corresponds to the total points for each year.

How long do I keep the benefits of my level?

Sacoor Loyalty Program status benefits are valid for a maximum period of 12 months from the date it was granted until the Review Date.

Which Sacoor Club members are eligible to enjoy the program’s benefits?
  • Eligible Sacoor Loyalty Program members must have reached the age of majority in the country where they register for the Sacoor Loyalty Program.
What is the “Sacoor Loyalty Program Discount” benefit and how can I use it?

If you are a Silver, Gold or Platinum member, you can enjoy a corresponding discount:

  • Silver Member: 5% discount
  • Gold Member: 10% discount
  • Platinum Member: 30% discount
Can the “Sacoor Loyalty Program Discount” benefit be combined with other promotions and discounts?

Your Sacoor Loyalty Program Discount cannot be combined with other existing offers, promotions or discounts.

Can I include my family and friends in my Sacoor Loyalty Program account?

The Sacoor Loyalty Program account is personal. Your family and friends will need to create a new account if they wish to be part of the Sacoor Loyalty Program.

Is it possible to change the base 'Country' where my Points are valued?

No. You will have to register again atacoorbrothers.com.

Can I have two or more accounts in the Sacoor Loyalty Program?

You can only have one Sacoor Loyalty Program account.

Get in touch

Have questions about your order, or a general inquiry?