If you made your purchase through your customer account, you can go to the ‘Purchased Items’ menu in your ’Customer Area’ where you will find all the purchases you have made on our online store. Your invoice can be found and downloaded by clicking the "Details" option in the order for which you require the invoice, and clicking on the option to download your invoice (see image below).

It is not possible to change an order after it has been completed. If you have more than one item in the order we recommend that you wait until you receive the order and proceed with an exchange or a refund of the item in error.

If your order is of just one item, please check the status of your order in the‘Purchased Items’ menu in the ‘Customer Area’.

If the status of your order is either: ‘payment pending’, ‘approved’, ‘sorting’, you can contact us using the form below in order to process the cancellation and make a new order.

If the order status is ‘sorted’ or ‘in transit’, it will no longer be possible to cancel the order. You will need to wait until you receive the item to then request a refund.

If your item has already been delivered to the shipping company, we will be unable to cancel your order. In this case you will have to wait to receive the item and then request an exchange or refund. Read more information about exchanges and refunds.

As long as the package has not left our warehouse, the order may be cancelled. You can check your order Status in your Customer Area, option ORDERS AND RETURNS . Cancellations can be carried out by contacting our Customer Care under phone: +351 252 090 512.

If the package has already left our warehouse, you have to follow the return policy (please see our Returns Policy).

1. Delivery in Portugal

If you made your purchase through your customer account, please go to the ‘Purchased Items’ menu in your ’Customer Area’ and check the status of your item.

If the status of your order is either: ‘payment pending’, ‘approved’, ‘sorting’, you can contact us using the form below in order to process with the change of address.

If the order status is ‘sorted’ or ‘in transit’, you should wait to receive the text message with the delivery number and delivery date and then contact DHL directly and request the alteration of your delivery address.

If you made your order as an unregistered customer, please contact us using the form below in order for us to check the status of your order.

For technical reasons, placing a telephone order or ordering by email/post/fax is unfortunately not possible.

Registered users can save their favorite products by adding them to the Wish List. To add a new product, just click on the Add to Wish List link in the selected Product page after you have chosen the color and size.
Please remember that adding a product to the Wish List does not mean reserving the item. Other customers may purchase the same product before you, and therefore the item could be sold out before you decide to order it. For this reason, Salsa Online Store offers you the possibility of receiving an e-mail warning when there is only one item left in the selected size and color combination.

The issue  of Taxfree is possible for a minimum of 50 euros more VAT.

To do it, you have two months to make the request and the billing address of the command is always the delivery address of the order (or US).

To receive the TAXFree document please follow this steps:

a. Download  the invoice on your Clients Area

b. Go to Customs with invoice and fill the form of Taxfree.

c. Both documents must be stamps and  approved by Customs

d. Send to Salsa office the following documents (please make sure that you registered the sending in order to be able to track the delivery ):

i. Stamped invoice

ii. Taxfree form stamped

iii. Photocopy of passport

iv. Account number  for refund.

 Salsa Address: IVN- Irmãos Vila Nova, Avenida da Indústria, 511, Apartado 7079, 4760-725 Ribeirão, Vila Nova de Famalicão, PORTUGAL

Yes, after we send your order you will have access to your invoice in your customer area in our website.

In your purchase history you will find all the orders that you made on our Online Store. To obtain your invoice please select the order and then choose the option Details. In this option you will be able to download your invoice. 

In the case that you did the purchase without being registered, the invoice will be sent by email when we send your order.  Please check the email with the subject “Shipping confirmation/Invoice”

Don´t forget to check your spam box if you didn’t find the email.

If you have any more question please contact us using the form contact below.

We do not have a service which allows for payment upon receipt

VAT tax has already been included in the product price, as shown on all pages of the website and in your Shopping Bag. There will be no extra duties charged on your order if the shipping is to European Union Countries. For shipping outside the EU countries, taxes, duties and shipping  costs will be applied at the checkout.

www.salsajeans.com  guarantees the highest security level for every purchase. Payment data are collected through the most technologically advanced codification systems (SSL) and Salsa Jeans Online Store uses a VeriSign secure server and an ATW certificate to ensure maximum protection. Security during the payment process: all data is transmitted in SSL encrypted format.
For payment with Visa and MasterCard only SEC (Secure Electronic Trading) transactions will be accepted. After confirming that the card is part of the SEC system, the system will connect with the issuing bank in order for the customer to authorize the purchase. As soon as the bank has confirmed the authentication, the charge will be made against the card. Otherwise, the order will be cancelled.

Check whether all credit card data has been entered correctly.

The Card Verification Value ou Card Verification Code or the Card Identification Code (CID) is a security
feature for Credit or Debit Card transactions, giving increased protection against Credit Card fraud. The number is generated when the card is issued, by encrypting the Card Number and Expiration Date under a key known only to the issuing bank. Supplying this code in a transaction is intended to verify that the customer has the card in their physical possession.

For MasterCard and Visa Credit and Debit Cards, this is a 3-digit code printed on the back of the card and it appears in reverse italic at the top of the signature panel.

The website automatically recognizes the Country from where you are connected. You may select a different country by clicking on Change Country and enter the website of the Country to which you want your order to be shipped. To order from a Country where you do not reside, you have to choose the product and make the order directly from the site of the Country where you want the order to be delivered. Please note that our courier cannot deliver to P.O. Boxes or to General Delivery/Post addresses.

After Salsa has confirmed your payment, your item will be delivered to the shipping company. You will receive an email the same day confirming that your item has been delivered to the shipping company, and your item will be delivered to you on the following working day.

On the delivery day, you will receive a text message indicating the estimated time of delivery.

The courier company delivers from Monday to Friday during office hours, and you cannot pre-book delivery times. The courier will try to deliver the package for two consecutive working days, leaving a notification each time with a telephone number where you can contact. After the third failed attempt, the courier will return the package to our warehouse. Store.salsastore.com may e-mail you for new delivery instructions.

If you have any question or problem regarding your order please contact us directly using this form stating the question or difficulty that you have, and your order number.

You can choose the delivery at any full address and at a Salsa store of the country were the order is being placed. In Portugal, it is possible to ask a delivery at Chronopost pick-up points. The delivery option is chosen while placing your order.

Enter the My Account area and select Purchase history.To view the details of your purchase and the shipping information select the option Details.

It means that we are awaiting for the confirmation of the payment in our system.

It means that your order is being prepared. As soon as the warehouse finish the preparation it will switch to “separated” state.

It means that your order was delivered to the transportation. You will receive it in the next week day. It could happen that you already receive the order and this state isn´t updated.

It means that your order was already delivered. It could happen that your order was not yet delivered and already is on this state. If you access to the option “return/exchange” the system automatically put your order in delivered state.

To find out how to exchange an item on our online store please watch the video below, which show you the steps to follow.

Don’t forget that your request for an exchange is only submitted when the whole process is complete. You will receive an email confirming your request  for an exchange at the end.

If you have several items to send back in the same order, you will need to place them together to exchange or return them. After you have requested the exchange or return of an item in the order, our site will not allow you to request another exchange or return.

If you still have queries regarding the exchange or returns process, please use this form to contact us, describing the difficulties you are experiencing. Please state your order number so that we can help you as quickly as possible.

Salsa Online Store wants you to be fully satisfied with your purchase: for this reason, you have the right to change the size of the articles that you bought at www.salsajeans.com within 30 days from the date your order was delivered to you.

The products you order can only be exchanged one time. If, when you receive your exchange order, do not get satisfied, you can only return it.

To find out how to exchange an item on our online store please watch the videos below, which show you the steps to follow.

Don’t forget that your request for an exchange is only submitted when the whole process is complete. You will receive an email confirming your request for an exchange at the end.

If you have several items to send back in the same order, you will need to place them together to exchange or return them. After you have requested the exchange or return of an item in the order, our site will not allow you to request another exchange or return.

If you still have queries regarding the exchange or returns process, please use this form to contact us, describing the difficulties you are experiencing. Please state your order number so that we can help you as quickly as possible.

On our online store returns and exchanges made to your order inside the European Union are free, as the collection of your item is arranged automatically with the shipping company after the exchange or returns process is completed. At the end of the process you will receive an email confirming your request for an exchange or return.

If you have made your order in a country outside the European Union the process is managed by an external Salsa partner. See the conditions here.

Portugal

When you complete the return process you will be shown the method and date of collection.

If you have selected the option for collection from your address, collections are usually done on the same day or on the following working day.

When you complete the return process you will be shown the method and date of collection. Collection will usually be on the following working day.

At the end of the process, an email is sent with the confirmation of your exchange/ return. In this email you will find all the details relating to the process of your refund.

These details can also be used to change the collection date and address of your order.

The refund can be done in two ways: E-Gift/ Gift voucher or using the same method of payment that you used.

When you are going through the returns process you will be able to select your preferred refund method.

If you choose the E-gift/ Gift voucher refund options, you will be contacted by email and given a code that you will only be able to use on Salsa’s online store, on one or several purchases, until you have used the whole amount of the voucher. This is the quickest refund method, as your code will be sent as soon your package has been received in our warehouse and checked by our quality control department. See e-gift/ gift voucher conditions here.

If you prefer, you can request the refund to be paid the by the same payment method  used when you made the order. You will be refunded using the same method that you used to pay for the order, to your bank account associated to your credit card or your Paypal account. If the payment was made using Multibanco, you will be asked for your bank account number for the refund.

If you have any question or problem related to the refund process, please contact us using this form stating your order number and your question.

When your returned items have reached our warehouse and have been checked by our quality control department, you will be refunded within 15 days.

As soon as the refund has been made you will receive a confirmation email.

The maximum timeframe for exchanges or returns if you are unsatisfied with the items you purchased on our online store is 30 days after you have received them.

After this timeframe it will no longer be possible to exchange or return your items.

However, if your item is faulty, please contact us using this form. In order for us to respond as quickly as possible, please attach photos of the item that appears to be faulty.

The conditions for purchases, exchanges and returns applicable in each Salsa store are specific to each country and type of store, and can be found in store. You can also find exchange and returns conditions on the back side of your receipt, so that you can consult them at any time after your purchase.

The conditions for exchanges and returns applicable in each Salsa store are specific to each country and type of store, and can be found in store.

Exchanges, returns or warranty processes in a different country or store type to the one in which the purchase was made are not accepted.

Exchanges and warranty/ after-sales service requests are only available in stores of the same type and within the same country.

For example, exchanges or complaints of an item bought in a non-outlet Salsa store in Portugal can only be made in the same type of store in Portugal, and not in outlet stores or El Corte Inglês.

if you have a question about an item bought in a Salsa store please go to the store with your item and your receipt, where the employees in store will be able to help.

Don’t forget, this can only be done in the same type of Salsa store in the same country of purchase.

If you have any question related to your item and you think we can help you from a distance, please contact us using this form, stating the item reference, date, the purchase store and your question.

The STAR programme is a world of benefits, offering rewards with every purchase and with every interaction you have with us.
You start earning rewards as soon as you become a STAR member: €10 to use on your next purchase.
And, in your birthday month, we’ll wish you HAPPY BIRTHDAY by giving you a €10 gift voucher.
But that’s not all!
With each purchase, 5% of the total will be added to your balance. And whenever your balance reaches €10, it will be converted into a voucher for you to redeem on a purchase.
More details available here
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Are you over 18? Then this programme is for you.\r\n
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You’ll always have access to your account information in the Customer Area.

To be a STAR it's like having a V.I.P pass that gives you exclusive, first-hand access to our private campaigns. Information about these campaigns is sent through the active contact means that you have associated with your STAR account.

Throughout the year, we usually launch limited collections. As you´re a STAR, you will have the advantage of knowing and being able to purchase items from some of these collections in advance.

The amount earned from the purchase of items you return will not be deducted if the refund is made in the form of a coupon. If the refund is made using another payment method, then this will be deducted from your total balance. If you redeemed a voucher on a purchase you're returning, a new voucher will be issued for the amount used on the returned item(s), which will be valid for 60 days. In the event of an exchange, your total balance will remain the same. If you redeemed a voucher, it will automatically be applied to the new purchase.

Yes, you add to your balance on purchases made in all Salsa shops in Portugal (including the islands), Spain (including the Canary Islands), France and Luxembourg, and in all countries www.salsajeans.com delivers to (except the United Arab Emirates).\r\n
You will not add to your balance on purchases made at department stores such as El Corte Inglés, Galeries Lafayette, Amazon, La Redoute, etc.

Yes, when you buy a gift card you add to your balance.\r\n
However, given that you added to your balance when you bought the gift card, you won't add to your balance when it's used on a purchase.

The amount earned will show up automatically after a purchase. With online purchases, the amount earned will only be available after payment confirmation. If you find that the amount earned isn't shown in your Customer account, please contact the Salsa Customer Care department using one of the means availableso that they can help you.

You can request a new password by clicking in the "Register / Login", followed by the ‘Forgotten your password?’ icon. Soon after you will be sent an emailing containing your new password. Make sure that Salsa’s email does not go to your junk or spam folder.

If you are having problems requesting a new password, please contact us using this form describing the problem and stating the email address you used to create the account.

If you have registered on Salsa Online Store and you complete your orders while you are logged in, all the information regarding your order history will be stored in My Orders.

After your first purchase as a STAR, you’ll get a €10 voucher. This voucher will be redeemable after you've paid for your first purchase and is valid for 90 days.

If you are having problems with the log in process, please contact us using this form explaining the problem and stating the email address you used to create the account.

As a STAR, we celebrate with you by giving you a €10 gift voucher in your birthday month. This voucher will be available on the first day of your birthday month and you can redeem it until the last day of that month. You'll get the gift voucher in the month of your birthdate indicated in your Customer Area. You will only get this gift voucher if you're a registered member or if you've made a purchase in the 12 months before your birthday, based on the birthdate indicated in your Customer Area.

Once you've identified yourself as a STAR, with each purchase you make at shops, outlets and online, 5% of the amount paid will be added to your balance, which will be valid for 180 days. Whenever your balance reaches multiples of €10, that is €10, €20, €30, etc., it will be converted into vouchers that you can redeem on a purchase made within the next 60 days. Your balance is non-transferable. Nothing will be added to your balance for: - purchases made at Salsa points of sale at El Corte Inglés or other authorised vendors; - purchases paid for with a coupon or gift card; - payment of services, such as hems or online order deliveries.

We want to make sure that you always have this information on hand, so it's printed on all the sales receipts for purchases made at Salsa shops, indicated in the confirmation e-mails for your online purchases and in the newsletters you receive. And, you can always confirm your balance and vouchers (including their validity period) in your Customer Area.

Deductions will be made from your total balance whenever it's converted into vouchers for you to redeem on your purchases (when you reach multiples of €10), or when the 180-day validity period expires.\r\n
When you return an item and it isn't refunded in the form of a coupon, the amount earned from that purchase will also be deducted from your total balance (corresponding to the item(s) returned).

When your balance reaches multiples of €10 (for example: €10, €20, €30, etc.), the amount will be converted into a voucher that you can redeem within 60 days. You can redeem vouchers on purchases of €29.90 or over in Salsa shops (including Outlets) and online. To redeem a voucher in physical shops (including Outlets), tell the shop assistant that you're a STAR customer when you're making your purchase. If you're shopping online, log in to your account and, when you're paying for the order, select the voucher you want to redeem on the purchase and it will be immediately added to your shopping basket. The voucher is non-transferable and can only be redeemed through your account. You can use a voucher to pay for an entire purchase. And that’s not all. You can also redeem your voucher on Outlet items. It may or may not be possible to redeem your vouchers during other campaigns, depending on their terms and conditions. Vouchers may not be used to purchase gift cards.

It’s simple, all you need to do is earn stars.

Stars give you access to benefits such as experiences, exclusive products and other offers.

You can earn stars by interacting with us. Here’s how:\r\n
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• Get connected and follow us on Facebook and Instagram;
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• Always keep your personal information up to date and 100% complete;
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• Share your opinion (answer surveys, review an item you've purchased).
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Link your STAR account to Facebook and Instagram here to earn stars. You’ll also earn stars by following us on Facebook and Instagram.

Your opinion is very important to us, so we'll reward you with 100 stars every time you answer one of the customer satisfaction surveys we send you.

Your reviews are invaluable. Write a review on the products you've purchased in our shops or online and we’ll give you 150 stars.

When you provide or update your information (name, telephone, e-mail address, home address, gender, date of birth) in the Customer Area, we’ll give you 100 stars.\r\n
And if you enable again the sending of our email and phone communications, you’ll get 150 stars.

Find out what experiences and offers we have for you here. When selecting the experience and/or offer you want, and after it has been confirmed, the amount will be deducted from your stars.

Stars will always be available until you use them for an experience and/or offer.

You can confirm the number of stars you have in your Customer Area.

Yes, there is a limit to the number of times you can earn stars, depending on the type of interaction:

Yes, you have 90 days to ask for your purchases to be linked to your Customer account. You can have this done at any Salsa shop by presenting your sales receipt. You can also have this done by sending an e-mail to our Customer Care department at customer.care@salsajeans.com, together with a scanned copy of the sales receipt and the e-mail address and/or telephone number associated with your Customer account.

You can send a request using the contact form below indicating the information (telephone number and/or e-mail address) associated with each of your accounts, and which account you wish to keep.

To find out the length of your leg you should measure the inside of your leg, from the crotch to your heel.

Using the measurement of your leg in centimetres, you should choose the appropriate leg length by consulting the table that is available in the Size guide.

All items that are available to buy on our online store are shown on our website. You can search for any product using its reference number. If you are having any problems, please watch the video that shows you how to search for an item.

If the size/color you would like is out of stock, you can request that we send an email alert if your size becomes available within the following 15 days.

To make this request, you just need to select the size you require and if it is out of stock this option will be shown. All you need to do is enter the email address to which you wish to receive the alert. If you are unsure about anything please watch this video showing you what to do.

You will find washing instructions that you should follow on the inside label of your item. If you are unsure about anything please contact us using the form below stating the reference number of the item whose washing instructions you are unsure about.

Denim items tend to lose their colour with use and this is due to the particular dying process using Indigo, where some particles on the surface are lost with each wash. 

Salsa advises you to always wash your jeans inside-out so as not to fade. Take them out of the washing machine as soon as the programme finishes so they do not get creased.

When washing your jeans, use as little detergent as possible, preferably neutral or non-biological. Dry inside-out and never exposed to direct sunlight.

Always follow the cleaning instructions in the label and pay special attention to jeans with applications or that are torn. Try to wash your jeans as rarely as possible to keep the initial look for longer.

 Cotton/Linen

Natural plant fibre that is strong and comfortable.

Can be machine washed at a medium temperature with any kind of detergent. Some bleaches can be used on white items, never on coloured items.

Can be tumble dried at a medium temperature.

Since cotton is not elastic, it can become wrinkled after drying so needs to be ironed at a high temperature to regain its original shape.

Wool

Natural animal fibre that is flexible and pleasant to the touch.

Care for your woollen items by hanging them on padded hangers, with nothing in the pockets, the buttons/zip closed and without a belt if there is one.

The fibres are very sensitive to heat so items should be dry cleaned or hand-washed in cold water as they can shrink when machine washed.

Do not use bleach on woollen items as it destroys the fibres. Air-dry the items, preferably lying flat and never hung and iron on the "WOOL" temperature while still slightly damp.

It may gradually lose colour and softness with washing.

Silk

Natural animal fibre that is light and strong.

Silk is highly reactive to chemicals (deodorant, perfumes etc.) and high temperatures; so silk items should be hand washed or cleaned by professionals. Do not tumble dry or steam iron

 Viscose

Plant-based artificial fibre that is soft and cool.

This fibre loses some resistance when damp and cannot support high temperatures during machine washing or ironing. Should be hand-washed. Do not wring or spin excessively to remove excess water and air dry out of direct sunshine.

Iron from the inside, placing some kind of protection between the item and the iron and iron at no more than 110ºC.

The fabric may shrink or expand if not washed according to the instructions. However, it normally reverts to its natural state if hung for 1 to 2 days.

This kind of care also goes for items with a mixture of viscose, lyocell and modal for instance.

Polyamide/ Acrylics and polyester

These are synthetic fibres that are extremely durable and do not deform easily.

They should always be hand-washed, particularly knitted items to increase the item's lifespan, though these items can also be washed in a machine at medium temperatures. Generally try to use a fabric softener to reduce the static electricity that is common in fabrics such as polyester.

You can tumble dry at a low temperature to remove excess humidity, but dry the rest in the fresh air. This helps the item to maintain its original shape and not wrinkle. If you still need to iron, use a low temperature

Polyeurethane

It can normally be hand-washed, but for best results use dry cleaning.

Always follow the cleaning instructions.

Leather and suede items must always be cleaned by a specialist.

The first 2 or 3 washes are fundamental to preserve dyed items such as denim or those dyed with pigments so take as much care as possible.

Although we treat and finish all our dyed items, some natural pigments may still remain and are released in the first few washes.

Therefore it is natural that they lose some colour in this period. Always follow the cleaning instructions for best results.