Exchanges and Returns
Find your options below:
Wrong Size
If you have purchased Tem-Tem shoes for your little adventurer but the size is not correct, you can change the size free of charge within a period of 14 days after receiving the shoes. Just follow these 3 simple steps:
1 – Please send us an email to [email protected] letting us know that you wish to exchange your Tem-Tem shoes, mentioning the number on your invoice and the new size you wish to receive. Since we only accept exchanges for shoes that are in perfect condition (they must not have been worn, washed or altered in any way), we may also ask you to send a photo of the shoes to confirm that we accept the exchange.
2 – After informing us of your decision by email, we will confirm the availability of the new size and the expected delivery date.
3 – Upon receiving the new shoes, you must return the shoes with the incorrect size to the courier, in perfect condition (they must not have been worn, washed or altered in any way) and inside the original box, with all the papers that accommodate the shoes. You should wrap the box with paper and seal it well with tape to ensure that the box and shoes arrive just as you received them.
Important: This exchange service is only available for Mainland Portugal and Mainland Spain, and for products with the same price. If you placed your order from a different location or price, we suggest you return it and then place a new order with the correct size.
Returns
Within 14 days after receiving your Tem-Tem shoes, you can return them and receive a full refund without having to provide any justification (although we would be grateful if you could tell us the reason because your feedback is very important). The return process follows these 3 simple steps:
1 – Please send us an email to [email protected] informing us that you wish to return the shoes, mentioning the number that appears on your invoice As we only accept returns that are in perfect condition (they must not have been worn, washed or altered in any way), we suggest that you also send a photo of the shoes to confirm that we accept the return.
2 – Once you have notified us of your decision by e-mail, you have 14 days to return the shoes to us in perfect condition (they must not have been worn, washed or altered in any way) and inside the original box, with all the papers that accommodate the shoes. You must wrap the box with paper and seal it well with tape to ensure that the box and shoes reach us just as you received them. Then, send the shoes to the following address:
Tem-Tem – Sapatos, Lda.
Rua dos Lusíadas 5, 5º K
1300-365 Lisboa
Portugal
3 – Within 14 days, counting from the date we receive proof of shipment or the date we receive the shoes, if you have not sent proof of shipment, we will refund the full amount of the purchase though the same payment method you used to pay the purchase. If the payment method used does not allow refunds, the total amount will be refunded by bank transfer. In this case, you will be asked to send your IBAN.
Important: We recommend that you add the following contact details to the shipping details, so we track your return: +351 913 744 558 y [email protected]
Defective Product
All Tem-Tem shoes are carefully verified before being shipped, but since they are a handmade product, it’s possible that a defect may go unnoticed and that the shoes arrive with a defect, which we obviously regret. If this is your case, just follow these 3 simple steps to receive a new pair of shoes:
1 – Please send an email to [email protected] informing that you have received a defective pair of Tem-Tem shoes, mentioning the number on your invoice. You must also attach a photo that clearly shows the defect.
2 – Upon receiving your email, we will confirm the availability of the same model (with the same colour, number and price) and the expected delivery date.
3 – Upon receiving the new shoes, you must give the courier the defective shoes in the same condition as when you received them (they must not have been worn, washed or altered in any way) and in the original box, with all the papers that accommodate the shoes. You should wrap the box with paper and seal it well with tape to ensure that the box and shoes arrive as you received them.
Cancellation
If you just placed an order and it has not been shipped yet, you can cancel your order through the customer area of our website. Please log in with your login details, access the customer area, find your order and press the “cancel” button.
If the order has already been processed, the cancel button will no longer be available and you must wait for the order to be delivered to follow the steps indicated in the “Returns” section.
