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FAQ
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If you have any questions about how to place an order on our online store, please watch this video, which will help you to follow the steps required to complete your order process.
Don’t forget that your order will only be placed on our system when you see the confirmation window.
Are you still having problems placing your order? Please contact us using this form describing the difficulties you are experiencing.
Enter the My Account area and select Purchase history.To view the details of your purchase and the shipping information select the option Details.
To return a product, you must contact our Customer Service, which will manage your return request. After your contact, you will receive a transport document to return your product(s). Afterwards, you must leave the return at a DHL pick-up point.
To find out how to return an item on our online store please watch the video below, which shows you the steps to follow.
Don’t forget that your request for a return is only submitted when the whole process is complete. You will receive an email confirming your request for a return 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 your order has been placed as an unregistered customer, you should start this process by going to the last email you received from Salsa regarding this order. The subject of this email is “Confirmation of Dispatch/ Invoice”. In this email you will find a link which will allow you to request an exchange or return.
You can also return your order at a Salsa store of the same country where the order was placed, without placing the online return process.
At a Salsa store, if you choose the refund by the same method of the payment (Visa/Mastercard, Paypal or Multibanco), it is not done immediately, it will be processed within 15 days. If you choose the refund by voucher, it is sent to your email and phone at the time of the return and you can use it in that moment, at the store or at the online store.
If you still have queries regarding the 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.
To get an invoice for your purchases, we suggest you create an account with the tax information required for issuing an invoice. This means the invoice will always be available in PDF format in the Purchases and Returns section under “See Details”.
If a purchase is made by an unregistered customer, the invoice will be sent in the e-mail confirming your order has been shipped.
If you have any other questions on the invoicing process, please contact us using this form and indicating your order number
The e-gifts purchased or issued at our online store can be used at our online store www.salsajeans.com or at any official Salsa store.
Following the acquisition or issue of e-gift, the same is not redeemable for
cash and cannot be reimbursed by any other type of payment (wire transfer,
Visa/MasterCard or PayPal);
In case of refund, if you chose for the reimbursement with e-gift method, it
will be sent to the e-mail filled in on your order, so when the compliance of
the articles were validated at our warehouse;
The e-gift generated as part of a return it is not convertible to cash or the
same payment method used by the customer in the original order;
Orders reimbursements paid with e-gifts will always be returned by the same
method with another e-gift; An e-gift can be used for purchases with the same
value, superior or inferior of your sale. If the value of your purchase is
superior than your sale, the system will require the payment of the remaining
amount. If the value of your purchase is inferior than the sale of your
e-gift it will be keep the surplus value. Your e-gift can be used while you have
sale in it.
You
are able to use more than one e-gift in the same order.
You
can confer at any time your e-gift sale if you went to your Customer Area,
selecting the profile tab and choosing the "E-Gift Sale" option; The
e-gifts acquisitions are not combinable with campaigns, discounts or
promotions; The use of e-gifts is valid in any article and combined with
campaigns, discounts and promotions.
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.
At the moment, orders cannot be changed because we prepare the purchases as soon as the order is confirmed.
If you wish to cancel an order that has just been processed, please contact Customer Support.
If the order has already been sent to the carrier, we won't be able to cancel it. In this case, you will have to accept the order and then exchange or return it.
For further information, see the terms and conditions in Exchanges and Returns.
If you wish to cancel an order that has just been processed, please contact Customer Support.
If the order has already been sent to the carrier, we won't be able to cancel it. In this case, you will have to accept the order and then exchange or return it. See the terms and conditions in ORDERS AND RETURNS
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 Chronopost directly by calling 229688389 and request the alteration of your delivery address.
2. Delivery in the EU
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.
In our online store there are no limit of orders if you choose the payment method VISA/MASTERCARD or PayPal.In the case of orders paid by Multibanco, it is only possible to have 2 orders awaiting for payment. If you place more orders under this conditions, Salsa reserves the right to cancel by entry order of these orders. If you have reached the limit orders awaiting for payment by Multibanco, in order to be able to do a new order, you should pay your orders or contact us by the contact form below so we can cancel them.
Country | Shipping Charges(€) | Delivery time |
---|---|---|
Portugal (Continental) | Salsa stores | Free
Pick-up | 2,90€ (Free for orders over €49) Home delivery | 3,90€ (Free for orders over €49) | 2 to 3 business days |
Portugal (Islands) | Salsa stores | Free
Pick-up | 2,90€ (Free for orders over €49) Home delivery | 3,90€ (Free for orders over €49) | 3 to 5 business days |
Spain (Peninsula and Balearic Islands) | Salsa stores | Free
Pick-up | 3,90€ (Free for orders over €59) Home delivery | 3,90€ (Free for orders over €59) | 2 a 3 dias úteis |
France | STANDARD Salsa stores | Free Pick-up | 8,90€ (Free for orders over €99) Home delivery | 9,90€ (Free for orders over €109) EXPRESS Salsa stores Salsa | Free Pick-up | 13,90€ Home delivery | 13,90€ | 3 to 4 business days
1 to 2 business days |
Germany | STANDARD Pick-up | 8,90€ (Free for orders over €100) Home delivery | 9,90€ (Free for orders over €100) EXPRESS Pick-up | 13,90€ Home delivery | 13,90€ | 3 to 5 business days
1 to 2 business days |
Luxembourg | STANDARD Pick-up | 9,90€ (Free for orders over €100) Home delivery | 13,90€ (Free for orders over €100) EXPRESS Pick-up | 9,90€ Home delivery | 13,90€ | 3 to 7 business days
1 to 3 business days |
Other European Union Countries | STANDARD Pick-up | 9,90€ (Free for orders over €100) Home delivery | 9,90€ (Free for orders over €100) EXPRESS Pick-up | 13,90€ Home delivery | 13,90€ | 3 to 7 business days
1 to 3 business days |
United States of America | EXPRESS Home delivery | 14,90$ | 1 business day to East Coast
2 to 3 business days to West Coast |
Deliveries and collections in Portugal are operated by DPD, in Spain by Seur and in France by Chronopost-La Poste and DHL.
After the payment has been authorised, you will be sent an e-mail with the order number. From that point, you will be able to check your order status in the Customer Area, in the “Purchases and Returns” section under the “See Tracking” option.
We do not currently deliver to the Canary Islands.
The information on the carrier responsible for delivering orders in the country where you made your purchase is provided in the e-mail sent to confirm shipping of the order, but you can also check it here.
The carrier will try to deliver the order on two consecutive days, leaving notification of each attempt. After the second attempt, the carrier will return the order to our warehouse. Salsa’s online shop may contact you to provide new delivery instructions.
See our “Contacts” section.
The order must be picked up within no more than 5 business days after receipt of the notification of reception of the order via text message or e-mail. See the available shops here.
At this moment, you can shop from anywhere in the world, but the billing adress and delivery address must be in the European Union.
Salsa’s online shop automatically recognises the country you are connecting from. If you want to make an order for a different country, select the “Change Country” option, located on the bottom right-hand corner at the end of the home page. Then, just choose the country you want to send the order to and complete your purchase.
Orders made from the page of a country other than where you want the delivery to be sent to, or for addresses to which delivery cannot be made (PO boxes, post offices) will be automatically cancelled.
We accept the following payment methods:
Visa, Mastercard, AMEX, Carte Bancaire, PayPal,Pay later, Amazon Pay, Clearpay and Google Pay
We accept the following payment methods:
Visa, Mastercard, AMEX, Sofort, Giropay, Paypal, Pay Later, Amazon pay, Google Pay and Klarna.
We accept the following payment methods:
Visa, Mastercard, AMEX, Paypal and Pay Later
We accept the following payment methods:
Visa, Mastercard, AMEX, Paypal Pay later, Amazon Pay and Google Play
We accept the following payment methods:
Visa, Mastercard, AMEX, PayPal, Amazon Pay, Pay later, Clearpay and Google Pay.
We accept the following payment methods:
Universo Flex, Multibanco, Visa, Mastercard, AMEX, PayPal, Mbway, Pay later, Amazon Pay and Google Pay
We have a payment method Universo Flex that allows you to split the price of your order into instalments. Find out more Here
We have a payment method ClearPay that allows you to split the price of your order into instalments. Find out more Here
We have a payment method Klarna that allows you to split the price of your order into instalments. Find out more Here
In order to offer you Klarna’s payment methods, we might in the checkout pass your personal data in the form of contact and order details to Klarna, in order for Klarna to assess whether you qualify for their payment methods and to tailor those payment methods for you. Your personal data transferred is processed in line with Klarna’s own privacy notice.
For Salsa Jeans, the security of online shopping is fundamental. Transaction data are processed using SSL encryption, with the entity.
Salsa’s online shop also uses VeriSign and ATW certification to ensure maximum protection of your data.
For credit and debit card payments, you have to insert the CVV (Card Verification Value), a code printed on the back of your card that serves as an additional security measure in e-commerce transactions.
Only SEC (Secure Electronic Commerce) transactions will be accepted for Visa and MasterCard payments. After confirmation that your card is part of the SEC system, a connection is made to the issuer bank for it to authorise the customer to make the purchase. As soon as the bank confirms the authentication, the charge is made to the card. Otherwise, the order will be cancelled.
For credit and debit card payments, you have to insert the CVV (Card Verification Value), a code printed on the back of your card that serves as an additional security measure in e-commerce transactions. Credit cards are subject to authorisations and checks by the issuer. Therefore, if you are having problems with the payment, we suggest you contact the card issuing bank.
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.
The issue of Taxfree is possible for a minimum* 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).
*Minimum values where we have physical stores:
Portugal – €61.50
Spain – No minimum amount
France – €100.01
Luxembourg – €74.00
Ireland – €75.00
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
All products can be returned quickly and easily at our online shop, within no more than 30 days (60 days for STAR customers) of the date the order was delivered.
You can return one or more items to a physical shop or to our online shop. If you choose online returns, fill in the exchange/return form available in the “Purchases and Returns” section. Once you’ve filled in the form, put the products to be returned into the original box your Salsa Jeans order came in, or into another cardboard box of the same size and thickness, and seal it well with adhesive tape. Stick on the Return label with the bar code that came in the box with your order. When shipping, make sure the box does not have any other labels, stickers or any other materials from previous deliveries.
For orders that were delivered in Portugal, there are three free methods of returning your order: free home pickup, returns to a pickup point, or returns to a physical Salsa Jeans shop. If you want to return more than one product from the same order at different times, this can only be done at a physical Salsa Jeans shop or at your own expense (in this case, customers must pay shipping costs). Products can only be exchanged once. If you are still not satisfied after the exchange, you can only return the item(s) exchanged.
HOME PICKUP: When you choose the “Free home pickup” option, the pickup request is sent to the DPD carrier. A returns label was sent with your order. This returns label should be stuck to the outside of the package, replacing the original label. Normally, the product to be returned will be picked up by the carrier on the same day or during the next business day.
When the process has been completed, you will be sent an e-mail confirming the exchange/return. This e-mail will have all the information on the returns process.
Notes: This service is not available for the Islands (Madeira and Azores).RETURNS TO PICKUP POINTS: You can return your order to a Pickup Point depending on the delivery option selected. Stick the returns label to the package and take it to the Pickup Point selected.If you want more information, see the terms and conditions in Exchanges and Returns.
If you have lost the label, it will be available for printing on the Return Confirmation Page and in the Customer Area - within the order you wish to return/exchange in the "Return Details" tab.
We want you to be completely satisfied with your purchase at Salsa Jeans, but we are happy to accept returns.
To return an item, just follow these steps:
1. PREPARE THE RETURNS PROCESS
You can return one or more items to a physical shop or online.
If you choose online returns, fill in the exchange/return form available in the “Purchases and Returns” section. Next, identify the products you want to exchange/return and select the reason for this from one of the options shown. This step must be followed for all the items to be returned. Finally, select the most convenient returns method – home, pickup point or shop return.
2. CHOOSE THE RETURNS METHOD THAT BEST SUITS YOU
HOME PICKUP: If you choose this method, you will have to print a new label and stick it on the outside of the package. The returns label is available in the Customer Area in the "Details of Returns" tab or in the e-mail sent after you finalised the exchange/return process.
To schedule the collection, you must access the UPS website and fill in all the fields requested. Click HERE. to acess the Website.3. PREPARING THE ORDER
Finally, put the products to be returned into the original box your Salsa Jeans order came in, or into another cardboard box of the same size and thickness, and seal it well with adhesive tape. Stick the Return label with the bar code to the outside of the box. When shipping, make sure the box does not have any other labels, stickers or any other materials from previous deliveries.
1. PREPARE THE RETURN
You can return one or more items to a physical shop or to our online shop.
If you choose online returns, fill in the exchange/return form available in the “Purchases and Returns” section. Once you’ve filled in the form, put the products to be returned into the original box your Salsa Jeans order came in, or into another cardboard box of the same size and thickness, and seal it well with adhesive tape. Stick on the Return label with the bar code that came in the box with your order. When shipping, make sure the box does not have any other labels, stickers or any other materials from previous deliveries.
2. CHOOSE THE RETURNS METHOD THAT BEST SUITS YOU
For orders that were delivered in Portugal, there are three free methods of returning your order: free home pickup, returns to a pickup point, or returns to a physical Salsa Jeans shop. If you want to return more than one product from the same order at different times, this can only be done at a physical Salsa Jeans shop or at your own expense (in this case, customers must pay shipping costs).
Products can only be exchanged once. If you are still not satisfied after the exchange, you can only return the item(s) exchanged.
HOME PICKUP: When you choose the “Free home pickup” option, the pickup request is sent to the SEUR carrier. Normally, the product to be returned will be picked up by the carrier on the same day or during the next business day and the carrier will put the return sticker on the package.
When the process has been completed, you will be sent an e-mail confirming the exchange/return. This e-mail will have all the information on the returns process.
RETURNS TO PICKUP POINTS: You can return your order to a Pickup Point depending on the delivery option selected. You will have a link to download the return sticker when you place your return order online on the confirmation page. Additionally, you will receive a confirmation email of your return order that also have the link so you can download the sticker. Stick the returns sticker to the package and take it to the Pickup Point selected.
If you want more information, see the terms and conditions in Exchanges and Returns.
We want you to be completely satisfied with your purchase at Salsa Jeans, but we are happy to accept returns.
To return an item, just follow these steps:
1. PREPARE THE RETURNS PROCESS
You can return one or more items to a physical shop or online.
If you choose online returns, fill in the exchange/return form available in the “Purchases and Returns” section. Next, identify the products you want to exchange/return and select the reason for this from one of the options shown. This step must be followed for all the items to be returned. Finally, select the most convenient returns method – home, pickup point or shop return.
2. CHOOSE THE RETURNS METHOD THAT BEST SUITS YOU
HOME PICKUP: If you choose this method, you will have to print a new label and stick it on the outside of the package. The returns label is available in the Customer Area in the "Details of Returns" tab or in the e-mail sent after you finalised the exchange/return process.
To arrange pickup, you should contact the UPS carrier at 0821233877.
Note: This call has an associated cost. For further information, click HERE.
RETURNS TO PICKUP POINTS: If you decide to return your order to a Pickup Point, you should use the carrier sticker that came with your order and fill in the exchange/return form, then click “Confirm return”. The item to be returned must be taken to the Pickup Point during the next 5 business days. See the available pickup points HERE.
If you have lost the carrier sticker, it will be available for printing on the Return Confirmation Page and in the Customer Area - within the order you wish to return/exchange in the "Return Details" tab.
RETURNS TO SHOPS: If you opt for in-store returns, please select one of the available shops to make your return. After choosing and filling in the exchange/return form, click on "Confirm return". You will receive a text message and an e-mail with a code to complete your in-store exchange/return. You must take your items to the selected shop within the next 5 business days. See the available shops HERE..
3. PREPARING THE ORDER
Finally, put the products to be returned into the original box your Salsa Jeans order came in, or into another cardboard box of the same size and thickness, and seal it well with adhesive tape. Stick the Return label with the bar code to the outside of the box. When shipping, make sure the box does not have any other labels, stickers or any other materials from previous deliveries.
We want you to be completely satisfied with your purchase at Salsa Jeans, but we are happy to accept returns.
To return an item, just follow these steps:
1. PREPARE THE RETURNS PROCESS
You can return one or more items to a physical shop or online.
If you choose online returns, fill in the exchange/return form available in the “Purchases and Returns” section. Next, identify the products you want to exchange/return and select the reason for this from one of the options shown. This step must be followed for all the items to be returned. Finally, select the most convenient returns method – home or pickup point.
2. CHOOSE THE RETURNS METHOD THAT BEST SUITS YOU
HOME PICKUP: If you choose this method, you will have to print a new label and stick it on the outside of the package. The returns label is available in the Customer Area in the "Details of Returns" tab or in the e-mail sent after you finalised the exchange/return process.
To arrange pickup, you should contact the Bpost carrier at 022011111.
Note: This call has an associated cost.
RETURNS TO PICKUP POINTS: If you decide to return your order to a Pickup Point, you should use the carrier sticker that came with your order and fill in the exchange/return form, then click “Confirm return”. The item to be returned must be taken to the Pickup Point during the next 5 business days. See the available pickup points HERE.
If you have lost the label, it will be available for printing on the Return Confirmation Page and in the Customer Area - within the order you wish to return/exchange in the "Return Details" tab.
3. PREPARING THE ORDER
Finally, put the products to be returned into the original box your Salsa Jeans order came in, or into another cardboard box of the same size and thickness, and seal it well with adhesive tape. Stick the Return label with the bar code to the outside of the box. When shipping, make sure the box does not have any other labels, stickers or any other materials from previous deliveries.
We want you to be completely satisfied with your purchase at Salsa Jeans, but we are happy to accept returns.
To return an item, just follow these steps:
1. PREPARE THE RETURNS PROCESS
One or more items can be returned by filling in the exchange/return form in the customer area in the “Purchases and Returns” section, identifying the order and the product(s) to be returned. Next, select the “Exchange/Return” option and identify all of the products you want to exchange/return and select the reason for this from one of the options shown. This step must be followed for all the items to be returned. Finally, select the most convenient returns method – home, pickup point or shop return.
2. CHOOSE THE RETURNS METHOD THAT BEST SUITS YOU
HOME PICKUP: If you choose this method, you will have to print a new label and stick it to the outside of the package. The returns label is available in the Customer Area in the "Confirmation of Exchange/Return" page or in the e-mail sent after you finalised the exchange/return process.
Note: As soon as you have finalised the exchange/return process, the pickup will be scheduled for the following day.
RETURNS TO PICKUP POINTS: If you decide to return your order to a Pickup Point, you should use the carrier sticker that came with your order and fill in the exchange/return form, then click “Confirm return”. The item to be returned must be taken to the Pickup Point during the next 5 business days. See the available pickup points HERE.
If you have lost the carrier sticker, it will be available for printing on the Return Confirmation Page and in the Customer Area - within the order you wish to return/exchange in the "Return Details" tab.
3. PREPARING THE ORDER
Finally, put the products to be returned into the original box your Salsa Jeans order came in, or into another cardboard box of the same size and thickness, and seal it well with adhesive tape. Stick the Return label with the bar code to the outside of the box. When shipping, make sure the box does not have any other labels, stickers or any other materials from previous deliveries.
1. CONTACT US
Please contact us to request the return of the product(s).
2. PREPARE THE RETURN
You can return one or more items to our online shop.
Put the products to be returned and the proforma invoice, that we will send you, into the original box your Salsa Jeans order came in, or into another cardboard box of the same size and thickness, and seal it well with adhesive tape. Stick on the Return label with the bar code that we will send you after your contact. When shipping, make sure the box does not have any other labels, stickers or any other materials from previous deliveries.
3. RETURNS TO PICKUP POINTS
You can return your order to a DHL Servicepoint. Stick the returns label to the package and take it to the Pickup Point selected.
The transport time can reach 5 working days and the time at customs can reach 2 weeks (maximum limit), so the refund will be made after confirmation and validation of the products at our facilities.
If you want more information, see the terms and conditions in Exchanges and Returns.
We want you to be completely satisfied with your purchase at Salsa Jeans, but we are happy to accept returns. To return an item, just follow these steps: 1. PREPARE THE RETURNS PROCESS One or more items can be returned by filling in the exchange/return form in the customer area in the “Purchases and Returns” section, identifying the order and the product(s) to be returned. Next, select the “Exchange/Return” option and identify all of the products you want to exchange/return and select the reason for this from one of the options shown. This step must be followed for all the items to be returned. Finally, select the most convenient returns method – home, pickup point or shop return. 2. CHOOSE THE RETURNS METHOD THAT BEST SUITS YOU HOME PICKUP: If you choose this method, you will have to print a new label and stick it to the outside of the package. The returns label is available in the Customer Area in the "Confirmation of Exchange/Return" page or in the e-mail sent after you finalised the exchange/return process. Note: As soon as you have finalised the exchange/return process, the pickup will be scheduled for the following day. RETURNS TO PICKUP POINTS: If you decide to return your order to a Pickup Point, you should use the carrier sticker that came with your order and fill in the exchange/return form, then click “Confirm return”. The item to be returned must be taken to the Pickup Point during the next 5 business days. See the available pickup points HERE. If you have lost the carrier sticker, it will be available for printing on the Return Confirmation Page and in the Customer Area - within the order you wish to return/exchange in the "Return Details" tab.
3. PREPARING THE ORDER Finally, put the products to be returned into the original box your Salsa Jeans order came in, or into another cardboard box of the same size and thickness, and seal it well with adhesive tape. Stick the Return label with the bar code to the outside of the box. When shipping, make sure the box does not have any other labels, stickers or any other materials from previous deliveries.
We want you to be completely satisfied with your purchase at Salsa Jeans, but we are happy to accept returns.
To return an item, just follow these steps:
1. PREPARE THE RETURNS PROCESS
One or more items can be returned by filling in the exchange/return form in the customer area in the “Purchases and Returns” section, identifying the order and the product(s) to be returned. Next, select the “Exchange/Return” option and identify all of the products you want to exchange/return and select the reason for this from one of the options shown. This step must be followed for all the items to be returned. Finally, select the most convenient returns method – home, pickup point or shop return.
2. CHOOSE THE RETURNS METHOD THAT BEST SUITS YOU
HOME PICKUP: If you choose this method, you will have to print a new label and stick it to the outside of the package. The returns label is available in the Customer Area in the "Confirmation of Exchange/Return" page or in the e-mail sent after you finalised the exchange/return process.
Note: As soon as you have finalised the exchange/return process, the pickup will be scheduled for the following day.
RETURNS TO PICKUP POINTS: If you decide to return your order to a Pickup Point, you should use the carrier sticker that came with your order and fill in the exchange/return form, then click “Confirm return”. The item to be returned must be taken to the Pickup Point during the next 5 business days. See the available pickup points HERE.
If you have lost the carrier sticker, it will be available for printing on the Return Confirmation Page and in the Customer Area - within the order you wish to return/exchange in the "Return Details" tab.
3. PREPARING THE ORDER
Finally, put the products to be returned into the original box your Salsa Jeans order came in, or into another cardboard box of the same size and thickness, and seal it well with adhesive tape. Stick the Return label with the bar code to the outside of the box. When shipping, make sure the box does not have any other labels, stickers or any other materials from previous deliveries.
1. PREPARE THE RETURN
You can return one or more items to a physical shop or to our online shop.
If you choose online returns, fill in the exchange/return form available in the “Purchases and Returns” section. Once you’ve filled in the form, put the products to be returned into the original box your Salsa Jeans order came in, or into another cardboard box of the same size and thickness, and seal it well with adhesive tape. Stick on the Return label with the bar code that came in the box with your order. When shipping, make sure the box does not have any other labels, stickers or any other materials from previous deliveries.
2. CHOOSE THE RETURNS METHOD THAT BEST SUITS YOU
For orders that were delivered in Portugal, there are three free methods of returning your order: free home pickup, returns to a pickup point.
Products can only be exchanged once. If you are still not satisfied after the exchange, you can only return the item(s) exchanged.
HOME PICKUP: When you choose the “Free home pickup” option, the pickup request is sent to the DPD carrier. A returns label was sent with your order. This returns label should be stuck to the outside of the package, replacing the original label. Normally, the product to be returned will be picked up by the carrier on the same day or during the next business day.
When the process has been completed, you will be sent an e-mail confirming the exchange/return. This e-mail will have all the information on the returns process.
RETURNS TO PICKUP POINTS: You can return your order to a Pickup Point depending on the delivery option selected. Stick the returns label to the package and take it to the Pickup Point selected.
If you have lost the label, it will be available for printing on the Return Confirmation Page and in the Customer Area - within the order you wish to return/exchange in the "Return Details" tab.
If you want more information, see the terms and conditions in Exchanges and Returns.
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.
If you have any additional questions or if you opted for home collection more than 2 working days ago and the shipping company still has not collected the item, please contact us using this form
We want you to be completely satisfied with your purchase at Salsa Jeans, but we are happy to accept returns.
To return an item, just follow these steps:
1. PREPARE THE RETURNS PROCESS
You can return one or more items to a physical shop or online.
If you choose online returns, fill in the exchange/return form available in the “Purchases and Returns” section. Next, identify the products you want to exchange/return and select the reason for this from one of the options shown. This step must be followed for all the items to be returned. Finally, select the most convenient returns method – home or pickup point.
2. CHOOSE THE RETURNS METHOD THAT BEST SUITS YOU
HOME PICKUP: If you choose this method, you will have to print a new label and stick it on the outside of the package. The returns label is available in the Customer Area in the "Details of Returns" tab or in the e-mail sent after you finalized the exchange/return process.
To arrange pickup, you should contact the SDA carrier at 800 22 33 99.
Note: This call has an associated cost.
RETURNS TO PICKUP POINTS: If you decide to return your order to a Pickup Point, you should use the carrier sticker that came with your order and fill in the exchange/return form, then click “Confirm return”. The item to be returned must be taken to the Pickup Point during the next 5 business days. See the available pickup points HERE.
3. PREPARING THE ORDER
Finally, put the products to be returned into the original box your Salsa Jeans order came in, or into another cardboard box of the same size and thickness, and seal it well with adhesive tape. Stick the Return label with the bar code to the outside of the box. When shipping, make sure the box does not have any other labels, stickers or any other materials from previous deliveries.
We want you to be completely satisfied with your purchase at Salsa Jeans, but we are happy to accept returns. Returns to Salsa Jeans are free within the European Union and the maximum return period is 30 days (60 days for STAR customers) from the date the order was delivered.
If you have placed an order for a country outside of the European Union, the process is controlled by one of Salsa’s external partners. See the terms and conditions here
All products purchased online can be returned quickly and easily at any physical shop. In this case, you should go to your closest shop with the items to be returned and the electronic invoice attached to the Order Confirmation, which is also available in the Customer Area (Purchases and Returns). Once you’ve returned your items, you will receive an e-mail confirming the return.
If you want to exchange items bought in physical shops, take the item and the purchase receipt to your closest physical shop. If you are a STAR Customer and the purchase was made on your account, by identifying the account and the presence of the purchase in it, you can make the exchange/return without having to present the purchase receipt. Products bought in physical shops may only be exchanged in shops of the same type. Items bought in any Salsa shop other than outlets can only be exchanged in the same type of shop. They cannot be exchanged in outlets or at El Corte Inglés.
To find out where the closest shop is, go to Find a shop. For further information, see the terms and conditions in Exchanges and Returns.
If you bought a Salsa item in a Salsa Reseller, the conditions that will be applied are those defined by the store or retail chain in which you bought your item.
If you have any questions you should get in touch with the respective store, as all returns or after-sales processes are the responsibility of each store.
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 make your first purchase: €10 (15$ for the USA market) to use on your next purchase. And, in your birthday month, we’ll wish you HAPPY BIRTHDAY by giving you a €10 (15$ for the USA market) 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 (15$ for the USA market) , it will be converted into a voucher for you to redeem on a purchase.
More details available here
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).
You will not add to your balance on purchases made at department stores such as El Corte Inglés, Galeries Lafayette, Amazon, La Redoute, etc.
Cashback received from purchases made in the USA are not convertible to EUR countries and vice-versa.
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.
After your first purchase as a STAR, you’ll get a $15 voucher. This voucher will be redeemable after you've paid for your first purchase and is valid for 60 days.
After your first purchase as a STAR, you’ll get a €10 voucher. This voucher will be redeemable after you've paid for your first purchase and is valid for 60 days.
If you are having problems with the log in process, please contact us using this form explaining the problem and stating the email address you used to create the account.
As a STAR, we celebrate with you by giving you a €10 (15$ for the USA market) 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 $15 (for example: $15, $30, $45, etc.), it will be converted into vouchers that you can redeem on a purchase made within the next 60 days. Your balance is non-transferable. Nothing will be added to your balance for: - purchases made at Salsa points of sale at El Corte Inglés or other authorised vendors; - purchases paid for with a coupon or gift card; - payment of services, such as hems or online order deliveries.
The annualdiscount shows upautomaticallywithout the need toinsertcode, after the log in, if the discount is active you will be able to see itwhen you add items without any kind of discount to your shopping bag.Thediscount amountappearsdeducted fromthe total amountof the order.
We want to make sure that you always have this information on hand, so it's printed on all the sales receipts for purchases made at Salsa shops, indicated in the confirmation e-mails for your online purchases and in the newsletters you receive. And, you can always confirm your balance and vouchers (including their validity period) in your Customer Area.
Deductions will be made from your total balance whenever it's converted into vouchers for you to redeem on your purchases (when you reach multiples of €10 /15$ for the USA market), or when the 180-day validity period expires.
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 $15 (for example: $15, $30, $45, etc.), the amount will be converted into a voucher that you can redeem within 60 days. You can redeem vouchers on purchases of $49.90 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.
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.
To accumulate stars on your online purchase, you only have to select the Salsa store delivery method or the pickup point delivery method when you are finalizing the purchase. The stars will be awarded when your order invoice is issued.
To earn stars when returning your purchase, select the delivery in Salsa stores or received at a collection point at the end of the return process. Stars will be awarded after acceptance of the return, when a credit note is issued.
Yes. Each STAR customer can only make up to 3 requests for offers and/or experiences per year, with requests for the "Our jeans, your style" and "We make it fashion" offers being limited to 1 order per year .
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:
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. The stars are available in your account within 24 hours.
Your reviews are invaluable. Write a review on the products you've purchased in our shops or online and we’ll give you 100 stars (limited to 5 evaluations per day and a maximum of 10 per month and articles purchased in the last 12 months).
When you provide or update your information (name, telephone, e-mail address, home address, gender, date of birth), we’ll give you 100 stars.
And if you enable again the sending of our email and phone communications, you’ll get 150 stars.
Yes, there is a limit to the number of times you can earn stars, depending on the type of interaction:
INTERACTION | REWARD LIMITS |
Connect to Salsa’s Facebook page | Once every 12 months |
Follow Salsa on Facebook | Once every 12 months |
Connect to Salsa’s Instagram page | Once every 12 months |
Follow Salsa on Instagram | Once every 12 months |
Answer a questionnaire | Once for every questionnaire answered |
Review a product | Once for each product review (max. 5/day to max. 10/month) |
Update your information | Once every 6 months |
Enable e-mail permissions | Once every 6 months |
Enable telephone permissions | Once every 6 months |
Add STAR Wallet | Once every 6 months |
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.
Yes, when you buy a gift card you add to your balance.
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.
It’s simple, all you need to do is earn stars.
It is a personal code, issued on special occasions, which allows you to take advantage of exclusive promotions on services and products offered by Salsa. The Promotional Code box is displayed on the first page of the Shopping Bag. After you have added your items to the Shopping Bag, enter your code and click Apply to obtain your new total.
Register with Salsa Star and you will have more chances of receiving a Promotional Code.
You can join here or at any Salsa shop.
If you're having problems, our Customer Care department will be happy to help you.
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.
Are you over 18? Then this programme is for you.
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.
Consult the Size guide to find out your size in Salsa.
If you have any questions regarding sizing that have not been answered in this area, please contact us using this form stating your question, item reference and sizes that you are unsure about.
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.
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.
To confirm the availability of stock of a particular reference in a Salsa store, you can do it through our online store, on the page of the article, by clicking on “Find in Store”. You can also contact us by the contact form. Please indicate the desired reference and size so we can help you more quickly.
To assist you during your purchase, we provide you with information on the composition of all garments. This information is available in detail for each garment.
TALK TO US. WE CAN HELP
CHAT ONLINE
You can contact us through our chat service, available on the bottom right-hand corner of the screen.
You can contact us via WhatsApp at 925 507 494. The telephone service is available from 7 am to 10 pm from Monday to Friday.
Do you have any questions? Send us an e-mail to customer.care@salsajeans.com and we will reply to you as soon as possible.
You can phone us at +351 252 090 512 (International call price to Portuguese landline). The telephone service is available from 7 am to 10 pm from Monday to Friday.
You can make your complaints online by sending an email to: customer.care@salsajeans.com
Repairs are made to Salsa denim items. This means you can request the repair service for your jeans, your denim jackets and your denim shirts. If any doubt arises as to the origin of your item, the assessment and decision to accept it for repair is up to the shop assistant.
The maximum time for repairing your item is 30 days. We always try to be as fast as possible so you don't have to wait too long for your item.
Go to any official Salsa shop (except Salsa points of sale at El Corte Inglés or other authorised vendors). Our staff are available to assess your request and send it to our sewing department for repair.
The repair service is exclusively for Salsa items. But it doesn't matter where you bought your Salsa items; we’ll take care of them provided they’ve been washed before they're handed in.
If any doubt arises as to the origin of your item, the assessment and decision to accept it for repair is up to the shop assistant.
Yes! You can request a repair regardless of where the Salsa denim items were bought.
Each repair has a set price, which you will be informed of when you choose the type of repair your item needs.
If you’re a STAR customer, you can use your stars to pay for the repair service. One repair = 1,000 stars.
If you don't have any stars yet, you can also pay cash for the service.
This price list will give you an idea of what you will pay.
TYPES OF REPAIRS | Cost in stars | Cost in € |
Broken belt loops, replacing appliqués; seams undone; rips; torn elbow on denim shirts; turning up jeans | 1,000 | €5 |
Stains; zip replacement; localised rips | 1,000 | €10 |
Making jeans one size bigger Making jeans one size smaller | 1,000 | €20 |
All Salsa denim items you don't wear any more can be handed in at one of our shops. For hygiene purposes, we will only accept items that have been washed.
You’ll get 200 stars for each denim item you hand in at the shop. You can use your stars for unique experiences and offers. Discover them here
Go to any Salsa shop (except Salsa points of sale at El Corte Inglés or other authorised vendors). Our staff are available to assess your donated item and to send it on to where it can be given a new lease of life.
Each item donated will be carefully assessed and, depending on the result, we’ll find the best possible new beginning for it: repairing it and giving it to somebody who can continue to treasure it or simply turning it into something new.
Creating the perfect jeans is our daily commitment and, from now on, taking care of second-hand jeans is also one of our top priorities.
We believe that denim can last forever and this is what our Infinity project is all about: reusing and giving our products the longest possible life cycle.
We are experts in jeans and we have a mission: we don't want you to go without your favourites or give up on them without a second thought when they're still in good condition.
So... what do we want?
We want you to bring your denim items to us so that our team can assess them and advise you.
At the end of the day, our goal is to take care of your jeans and repair them if you think they don't fit you any more or they’re not in the best condition.
We have countless options: we mend torn jeans, we add patches, we make them one size bigger, we make them shorter, tighter... the possibilities are infinite, the choice is yours!
And if you don't want to repair them, you can leave them with us.
As denim experts, we’ll carefully assess the item you handed in and, depending on the result, we’ll find the best possible new beginning for it: repairing it and giving it to somebody who can continue to treasure it or simply turning it into something new.
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