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Frequently asked questions

How to shop & place an order?

Do I need an account to place an order?
Yes, in order to start the order process you will need to register and create your Springkode account. With this account you will be able to add products to your wish list and access information regarding the shipping process of your order.
I have forgotten my password: what should I do?
Simply follow the 'Forgot your password?’ link on our Sign In page and enter your email address. You’ll then receive an email to reset your password.
Como recebo actualizações por email da SPRINGKODE?
Fica informado de todas as novidades, tendências e promoções registando-te no fundo da nossa página principal para receberes a nossa newsletter. As tuas preferências e definições de email podem ser alteradas a qualquer momento na tua "Conta" SPRINGKODE.
How do I receive Springkode email updates?
Stay informed of new arrivals, trends and exclusive promotions by registering for our newsletter at the bottom of our homepage. Email preferences can be easily managed under "My Account".
How do I place an order on your site?
Placing an order is easy at Springkode. Here’s how:
  1. Choose shop on the top navigation menu.
  2. Choose an item you like, by browsing through the items available or filtering for a specific item.
  3. Select the size of your item and click ‘Add to cart’. Once you have finished adding your items, proceed to checkout by clicking ‘Checkout’ on the top right of your page where the total sum of your cart is.
  4. Carefully fill in the checkout details regarding billing, payment and delivery information.
  5. Once your purchase is confirmed, it will be carefully prepared and shipped to you. We’ll be sure to keep you updated every step of the way.
Posso fazer uma encomenda por telefone?
As encomendas só podem ser colocadas através do nosso website www.springkode.com/shop.
Can I place an order over the phone?
Orders can only be placed through our website www.springkode.com/shop.
Where can I find size & fit advice?
Click on Size Guide on the item’s page to view our conversion chart. If you need any additional information on a specific product feel free to contact us by email to [email protected].
Consigo cancelar ou fazer alterações à minha encomenda?
Como as encomendas são rapidamente preparadas para envio, por favor contacta-nos por email ou Facebook assim que possivel com qualquer pedido de cancelamento ou alteração à tua encomenda. Faremos os possíveis para acomodar o teu pedido. Infelizmente não conseguimos adicionar artigos a uma encomenda já existente mas convidamos-te a colocares uma nova encomenda caso queiras algum produto adicional. Para mais informações por favor consulta a nossa política de devoluções.
Can I cancel or make changes to my order?
As your purchase will be prepared quickly for dispatch, please contact us via email or Facebook as soon as possible to cancel or make changes to an order. We will do our best to help you. Unfortunately, we are unable to add items to an existing order but we welcome you to place a new order for any additional pieces. Further information on cancelling an order can be found in our Return & Refunds Policy.
Which currencies can I shop in?
Our products are sold in Euros so your orders will be placed in this currency and so will be the payment.
When will my card be charged?
If you pay by debit card, credit card, MBWAY or PayPal, SPRINGKODE will take payment at the point your order is placed on our site. If you pay by Multibanco, payment is pending until you proceed online or at an ATM. Your order will be on hold for 5 days.
Quais os métodos de pagamento vocês aceitam?
  • Visa
  • Mastercard
  • Visa Electron
  • Paypal
Nota: nós não aceitamos pagamento em dinheiro na entrega ou pagamentos parcelados.
What payment methods do you accept?
  • Visa
  • MasterCard
  • Visa Electron
  • PayPal
  • Multibanco (Portuguese payment method)
  • MBWAY ( Portuguese payment method)
Please note: We do not accept cash on delivery or installments as payment.
Will my personal details stay safe?
We keep your personal data private and confidential and only give it out with your consent or if legally permitted to. For further details, please see the Springkode Privacy Policy.

Product availability & authenticity

Are you going to have my size again?
Our items are exclusive pieces from a very small production set so you will have to act quickly, because chances are that your size will not be available again.
Can I reserve an item to buy later?
We aim to provide a fair opportunity to shop our most in-demand styles and as items are often limited, reservations are unavailable. As a result, placing an item in your shopping bag or wish list does not reserve it.
Are Springkode items authentic?
Our offering is expertly designed and produced by the best textile manufacturers in the world, the ones who produce for the best luxury fashion powerhouses around the world. We guarantee all items are genuine and authentic high-quality garments, straight from the factory to you.
How will my order be packaged?
Your order will be carefully packaged in a protective Springkode box to ensure it arrives to you in great condition.

Shipping, taxes & duties

How much will I be charged for shipping?
Every SPRINGKODE order is unique so our shipping costs vary depending on the size, weight, shipment origin and destination of your chosen items. This information will appear at the checkout.
Quanto serei cobrado pelo envio?
Cada encomenda SPRINGKODE é singular. Os custos de transporte variam dependendo do tamanho, do peso, da origem da expedição e do destino dos artigos escolhidos. A informação de custos de transporte aparecerá no chekout.
Do you offer same day delivery?
For the time being we do not offer same day delivery.
When will I receive my item and how can I track delivery?
Once your order details are confirmed, your item will be carefully prepared and sent on its way within 2 business days. Delivery will normally take 2-7 days after dispatch, depending on your location. We will keep you updated via email with tracking information and an estimated delivery date. You can also follow the progress in your SPRINGKODE account under ‘Orders’. If you ordered from multiple Springkode partners, please bear in mind that your items will arrive separately.
Can I collect my order?
You may be able to collect your order from a convenient location near you; simply select that option at checkout and you will be able to view and choose the nearest pickup point. If available and you choose so, we will confirm when your package is shipped and then ready for collection.
Will I need to pay taxes and duties?
SPRINGKODE  ships to the EU on a DDP (Delivery Duties Paid) basis, so this means that all applicable taxes and duties are included in the final purchase price when you place your order and there are no additional costs due upon delivery. For the customers located outside EU  the price you pay to SPRINGKODE will exclude all relevant import duties and sales taxes. As the recipient, you must instead pay these directly to our carrier to release your order from customs upon arrival.
What is your returns policy?
If your purchase isn’t quite right, you can return it for a refund within 14 days of your delivery date using our free returns service. We recommend that your item is sent back within 7 days of receipt to ensure it will be returned to the original location in time. If you would like to exchange an item, you can easily do so by selecting that option when applying for a refund in your SPRINGKODE account. Exchanges are limited to the sizes and stock quantities.
How do I book a free collection?
To book a free collection, go to your SPRINGKODE account and then click on ‘Support’. Inform us of your request for a pickup with. order number, refund request number, address details and collection date. Instead of booking the free collection, we recomend that you use one of the multiple drop off points that our courier has available for you. You can see the ones that are nearer to your location in the link we sent you along with your return request confirmation email.
How do I package my item for return?
Simply follow these steps to prepare your item:
  1. Place any unwanted items with original packaging inside the protective SPRINGKODE box.
  2. Remove the logistic label that was originally outside the box
  3. Replace the original logistic label by the new return label that we sent you inside the box
If you are returning to multiple locations, please pack the items separately for each of our partners, with a corresponding return label attached to the outside of each box.
When will I receive my refund?
You can follow the progress of your return in your personal SPRINGKODE account or using the tracking number assigned to your returns label with our courier. As soon as your item is received and accepted by our manufacturing partner we will send an email to confirm the completion of your refund. Refunds are issued via the original payment method and will normally appear within 14 business days, depending on the processing time of your payment provider. To ensure your refund is as quick as possible, please ensure all items meet the conditions of our Returns & Refunds Policy.
Will shipping, taxes and duties be refunded on return?
You will receive a full refund for all the items returned. Items should be returned undamaged, in a new and unused condition with labels attached and wherever possible sent back in the original packaging. Refunds will not be given if they do not comply with our returns policy. For details please see our Returns & refunds Policy.
April 16th, 2019Springkode