Cancel an order

Order Cancellation Policy

To cancel an order before it has been shipped (within 24 hours of placing it), please contact us via the store chat.

You will need to provide your personal and bank details so that we can process the refund. The transfer will be made within a maximum of 5 working days from the date we receive your request.

Once the order has been shipped, it cannot be canceled. If the customer refuses delivery, they will also lose the right to any refund.

Cancellations of personalized items or footwear will not be accepted.

IMPORTANT: After the order has been placed with the supplier, orders containing these items cannot be canceled. If the customer refuses to accept the item, no refund will be issued.

Due to possible delays from suppliers and carriers, as well as the high volume of work between November 25th and January 1st of each year, Estrela Serra Sports does not guarantee that items will be delivered in time to fulfill customers' intention to offer them as Christmas gifts. Delivery times during this period are usually much longer than previously indicated and may exceed one month.

Delays caused by suppliers cannot be attributed to Estrela Serra Sports and do not entitle the customer to cancel the purchase. Once Estrela Serra Sports requests the item from the supplier, up to 3 working days after the customer's order, the delivery period (15–18 days) starts from that date. If there are delays from suppliers and/or carriers, the customer can only request cancellation and a refund if, after 30 working days from the day after the order, the item has still not been received.

Delivery times are provided for informational purposes only. Any delays caused by CTT, carriers, or suppliers do not entitle the customer to cancel the purchase, refuse the goods, or claim indemnities or compensation.