FAQs
Orders
CanI change or cancel my order?
If you spotted a mistake (size, address, etc.), email info@contrast.pt ASAP. We’ll try. Once it’s processed or shipped, we can’t promise anything.
I didn’t receive an order confirmation — did it go through?
Check spam/junk first. If it’s not there, email info@contrast.pt with your name and what you ordered.
Do you restock sold-out items?
Sometimes. Not always. If you want a specific size/item, email us and we’ll tell you what’s realistic.
Can I order online and pick up in-store?
If it’s available, you’ll see it at checkout. If you don’t see it, it’s notactive right now.
How long does processing take?
We process orders within 1–2 business days (Mon–Fri), excluding weekends
and national holidays.
My order arrived damaged / missing items / wrong items —what do I do?
Email info@contrast.pt within 48 hours of delivery with your order number + photos (and packaging if relevant). We’ll sort it quickly and fairly.
Shipping
Will I have to pay customs fees?
Outside the EU, your order may be subject to import taxes, duties, or customs fees. These aren’t included in product or shipping prices and are the customer’s responsibility.
If a parcel is refused due to customs charges, we may not be able to refund
shipping costs.
I entered the wrong address — what now?
Email info@contrast.pt immediately. We’ll do our best, but changes aren’t guaranteed once processed. If it’s delivered to the address provided, we can’t take responsibility for address errors.
Where do you ship?
Internationally. Shipping costs will apply and you’ll find the rates at checkout.
Who delivers my order?
We ship with DHL (service availability may vary by destination).
How much is shipping?
Calculated at checkout based on destination and packed weight. Most orders stay in the standard tier (up to 2 kg), so adding items often doesn’t increase shipping.
Free shipping: Portugal over 80€ · Europe over 150€.
When does shipping get more expensive?
Usually once your order goes over 2 kg (or if your destination requires a different service). Checkout shows the final cost before you pay.
How long does it take to receive my order?
Estimated delivery times (from dispatch)
- Portugal: 1–2 business days
- Europe (EU + Non-EU): 2–3 business days
- US: 3–4 business days
- Australia: 4–5 business days
- Rest of world: 6–10 business days
Customs processing, peak season, carrier delays, and remote areas can add extra time.
Do you provide tracking?
Most shipments include DHL tracking. You’ll get a tracking link by email once dispatched. Tracking can take 24–48 hours to start showing movement.
My parcel was returned to you — what happens?
If it comes back due to incorrect/incomplete address, failed delivery attempts, unclaimed pickup, or customs refusal:
- we can reship (new shipping charge applies), or
- refund the items (excluding original shipping).
Returns & exchanges
How do refunds work?
Refunds are processed after the return is received and checked. After that you will be refunded in 10 business days.
Do you offer exchanges (size/style)?
Yes, subject to stock and approval. Email info@contrast.pt first — don’t ship anything back without contacting us.
What’s the exchange window?
- Portugal: request within 14 days of delivery
- Outside Portugal: request within 30 days of delivery
When will my exchange ship?
After we receive and approve the return:
- Portugal: within up to 14 days
- International: within up to 30 days
Do you accept returns (change of mind)?
- Europe (EU + Non-EU): yes — return within 14 days of delivery. After you email us, you’ll have another 14 days to send the items back.
- US / Australia / Rest of world: generally no change-of-mind returns. We do offer exchanges (size/style) within 30 days, subject toavailability.
Do you provide a return label?
We can try, depending on your country/service, so contact us first.About returning costs:
- Fit/exchange/change of mind: return shipping is paid by the customer
- Defective/wrong item: we cover return shipping and reship the correct item
Can I exchange or return an online order in-store?
Yes. If you’re nearby, doing it in-store is usually the fastest, cleanest option. Bring your order number (from the confirmation email).
I bought in-store — can I return or exchange online?
Usually, no. Store purchases are handled in-store — bring your receipt and we’ll sort it there.
If you are abroad, we may return/exchange your order only in defective / wrong item cases and within Europe. Email info@contrast.pt with your receipt + photos of the issue for us to analyse it first. Shipping isn’t covered, and the parcel is your responsibility until it reaches us.
What condition do items need to be in?
Unworn, unwashed, unused, in original packaging, with the brand tag attached,
and in very good condition. If it shows signs of use, we may not accept it.
Return address
CONTRAST
Rua de São Nicolau 125
1100-548 Lisboa
Portugal
Product info & care
Do you have a size guide?
Yes, you’ll find size charts right above the Add to Cart button in each of our products and also on the footer on the page "Sizing & care".
If you’re not quite sure which size is right for you, use the measurements provided in the size chart.
How should I wash my Contrast pieces?
Keep it boring (boring is good): wash inside out, cold to 30ºC, similar colours together, avoid tumble drying, and don’t iron directly on prints/embroidery.
Can you check stock in a specific store?
Yes. Email info@contrast.pt with item + size + colour (if relevant) + which store. Note: “live stock” is a concept. We’ll still help.
What are your store opening hours?
They’re listed on our Locations menu (and usually on Google). For holidays/special
days, check with us before you commit
Where are your products made?
Dreamed up in Lisbon. Designed and printed in Portugal.
Responsibly stitched in Asia — by actual humans, not robots (Machines are efficient, They just don’t care how your T-shirt feels).
We work with certified factories, use 100% organic cotton (GOTS-certified where stated), and partner with suppliers that follow strict environmental and social standards. That means regulated working conditions, no child or forced labour, and fair treatment across the supply chain.
Not the “artisan on a mountain” cliché. Just transparent, certified, and done properly.
What is GOTS (and why does it matter)?
GOTS (Global Organic Textile Standard) is a leading global standard for organic textiles. To carry the GOTS label, a product must contain at least 70% certified organic fibres (grown without synthetic pesticides, herbicides, or GMOs).
It’s not just about the fibre, though. GOTS also includes human rights and social criteria across the supply chain — meaning certified facilities are expected to protect workers through rules like:
- no child or forced labour
- safe and hygienic working conditions
- fair treatment and non-discrimination (including gender equality)
- basic worker rights respected (the “don’t treat people like machines” part)
And it’s all backed by independent third-party audits across the production chain, not a self-declared badge.
Payments & pricing
What payment methods do you accept?
Available payment methods are shown at checkout (and vary by country/provider).
Are prices VAT included?
Yes. Prices shown include VAT (where applicable). No hidden maths.
Can I get an invoice with my VAT number / details?
Yes. Add your billing details at checkout. If you forgot, email info@contrast.pt right after ordering.
Get in touch
Have questions about your order, or a general enquiry?
