Cancel an order

Order Cancellation Policy

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

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

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

Cancellations of personalized items and footwear will not be accepted.

IMPORTANT: Once requested from the supplier, orders containing these items cannot be canceled . If the customer refuses to receive the item, they will not be refunded .

Due to possible delays from suppliers and carriers, and the high volume of work during the period between November 25 and January 1 each year, Estrela Serra Sports does not guarantee that items will be delivered in time to satisfy customers' intention of giving them as Christmas gifts . Delivery times during this period are usually much longer than those stated above and can exceed a month.

*Delays caused by suppliers cannot be attributed to Estrela Serra Sports and do not allow the customer to cancel the purchase. Once Estrela Serra Sports requests the item from the supplier, up to 3 business days after the customer order, the delivery timeframe (15–18 days) begins from that date. If delays occur with suppliers and/or carriers, the customer can only request cancellation and a refund if, 30 business days after the order, the item has 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 damages or compensation.