Shipping Policies
How It Works
Pactos works differently from mainstream fashion brands. Each piece is handcrafted using natural and deadstock materials, made in our atelier in São João da Madeira, Portugal. This means the process takes a little longer, but it guarantees the quality and uniqueness of every order.
Order Windows
Orders open for a limited period, generally until our production capacity is reached. Follow us on Instagram (@pactosofficial) to stay updated on opening dates, or join our VIP list for early access.
Production Time
After your order is confirmed, production takes up to 14 working days. Pieces with custom measurements follow the same timeframe.
Shipping
Once your piece is ready, you will receive an email with a tracking code. In addition to made-to-order pieces, some ready-to-ship items are also available in the online store.
Shipping Destinations & Costs
We ship via CTT to Portugal and internationally. The prices below apply to parcels between 500g and 1kg (the typical weight of our pieces), with tracking included.
Portugal — 2 to 3 working days after dispatch
– Shipping cost: confirmed at checkout
Europe — Zone 1 (Spain, France, Germany, Italy, Netherlands, Austria, Belgium, Luxembourg) — 5 to 10 working days
– Shipping cost: approximately €10 (CTT 2025 base rates)
Europe — Zone 2 (United Kingdom, Sweden, Ireland, Denmark, Norway, Finland, Poland, and others) — 5 to 10 working days
– Shipping cost: approximately €18 (CTT 2025 base rates)
Rest of the World — For destinations outside Europe, please contact us before placing your order to confirm availability and shipping costs.
Please note: Delivery timeframes are estimates and do not include production time (up to 14 working days) or customs clearance delays. Any customs duties or import taxes applicable in the destination country are the responsibility of the recipient.
Return Policies
We want you to love what you receive. If for any reason you are not fully satisfied, you may return the item within 14 days of receipt, in accordance with Portuguese and European consumer law (Decree-Law No. 84/2021).
Return Conditions
To be accepted, returned items must:
– Be unworn and unwashed
– Be in their original condition, with all tags attached
– Be returned in the original packaging where possible
Custom & Made-to-Measure Pieces
Items produced with custom measurements are excluded from the right of return, pursuant to Article 17(c) of Decree-Law No. 84/2021. These pieces are created specifically for you and cannot be resold.
In the event of a manufacturing defect, the legal warranty applies regardless of customisation.
Return Shipping Costs
Return shipping costs are the responsibility of the customer, except in cases of manufacturing defect, in which Pactos will cover the collection costs.
Legal Warranty
All items benefit from a 3-year legal warranty from the date of delivery, in accordance with Decree-Law No. 84/2021. This warranty covers conformity defects identified during that period.
How to Start a Return
Please contact us via the email address listed on the website before sending anything back. Our team will guide you through the process.