- Account 7
- Care 1
- Deliveries 9
- Discount coupons & promotions 4
- Gifts 4
- Orders 9
- Payments and invoices 3
- Products 4
- Repair program 1
- Returns / exchanges 1
- Size & Fit 2
How do I create an account?
You can do it directly on the Checkout page under Create an account or via the website’s main menu on the Account page.
Make sure that all required fields (indicated by an asterisk *) are completed.
Do I need to create an account to place an order?
No, if you’d prefer you can place an order without having an account. However, we do recommend having an account to:
— Have access to your order history
— Track your order, return, and shipping status
— Save your details for quicker checkout
— And if you subscribe to our newsletter, you’ll get 10% off your first order
How do I subscribe to the newsletter?
How do I unsubscribe from the newsletter?
You can unsubscribe from our newsletter at any time you want by clicking where it says “UNSUBSCRIBE” at the bottom of your newsletter confirmation e-mail, and you’ll be removed from our mailing list.
The unsubscribing process may take up to 48 hours to be completed and updated in our system.
Can I change my address and other personal details?
Sure, you’ll have to log in to your account and edit your details. The only thing you won’t be able to change is your email address.
I forgot my password, what should I do?
At the Account page, click on the “Lost your password?” link.
Then, insert your email, ensuring that it’s the same as the one you first registered your profile.
After a couple of minutes, you’ll receive an email explaining how to set up a new password. If it doesn’t show up in your inbox, check your spam folder.
How do you keep my personal information secure?
At wetheknot, we take your privacy and security very seriously. We make sure that we only use your information according to your privacy settings’ preferences.
Your details are secure when you use our online shop. For example, when using PayPal as a payment method, all your information is encrypted before the shopping process is complete. When paying with a credit or debit card, it will require a 3D secure verification, which is a tool that adds an extra layer of payment protection to an online transaction — to complete an online purchase, you’ll be asked to provide proof of identity by entering a temporary PIN.
Also, when using MBway as a payment method, you’ll have to access your MBway account via your phone and make the payment according to the payment reference and the app instructions.
Do you offer an aftercare guide for your clothing pieces?
Apart from each product having attached its specific care label — found on the inside — you can also have a look into our latest Journal series The evolving lifecycle of apparel. There you’ll find more info about the importance of taking good care of our clothes, as well as a few tips and tricks on how to do it.
Do you offer free shipping?
We do but only within Europe, and for purchases above 200,00€. In Portugal, both mainland and islands, we offer free shipping for orders above 75,00€.
Sometimes we also offer free shipping for a limited time. Sign-up for our newsletter to stay up to date.
I live outside Europe, will I be charged any additional taxes?
All our prices include VAT (Value-Added Tax).
If you are within the EU, you’ll have no additional charges in terms of shipment — this includes all duties and taxes.
Products shipped outside the EU may be subject to charges imposed by local legislation. Thus, you are responsible for all customs and import duties needed for exporting the goods. Any additional taxes, fees, levies, or other charges necessary to clear the package through customs will also be covered in full by you. Unfortunately, we have no control over these charges and cannot predict what they may be. As a result, we will be unable to advise or provide any assistance on these processes. We can only recommend our customers to contact their local customs office for further information.
The courier attempted to deliver the parcel to my address but I wasn’t at home. What should I do?
The courier will reattempt to make the delivery within 48 hours of the first attempt. However, we recommend contacting DHL here to reschedule the delivery at your earliest convenience and avoid the parcel from being returned to us. Any costs associated with delivery reattempts must be covered by the customer. Otherwise, the parcel is automatically shipped back to us, and you’re responsible for covering the cost of the return shipping.
Do you offer a free pick–up service?
Yes, the pick–up service is available exclusively in Lisbon, Portugal, at our flagship store. You can pick your order in Rua São João da Praça, 41, after receiving a confirmation email. Plan your visit — type wetheknot on Google and check the updated schedule.
How long will I be waiting for my order?
Once your payment is received, it can take up to 3 business days for us to send the package from our studio. During a busy holiday season, it may take up to 5 business days, though this is unusual. We endeavor to get your order to you in the outlined timescale, but sometimes this is out of our control.
The courier’s website should be able to give you information on your order’s status, so please track it using the link in your confirmation email to see if they have more details regarding your parcel.
How much does shipping cost?
The cost of shipping depends on the destination and weight of the parcel. The shipping cost will be automatically calculated at checkout, and can be checked on the Deliveries page
Please be advised that our business days are Monday to Friday.
We aim to meet the delivery timeline but bear in mind that these are an estimate and are not guaranteed.
In addition, we cannot be held liable for any parcels that are lost or stolen due to any specific delivery instructions left for the courier.
Can I track my order?
Yes, all our shipped items are issued a tracking number. This reference is made available to you by e-mail by the time your item leaves our warehouse.
Where do you ship from?
All our products are shipped from Barcelos or Lisboa, Portugal.
What couriers do you work with?
All orders are currently shipped using DHL.
Discount coupons & promotions
My discount code didn’t work.
Our system only recognizes valid discount codes.
If a discount has not been deducted from your order when you entered the code, we recommend checking if the code has not expired and if it meets the terms and conditions of the offer at hand.
If your order meets the terms and conditions of said offer, but the discount has not been deducted, please contact us at email@example.com before completing your order for us to have a further look into it.
I forgot to add my discount coupon, what now?
Unfortunately, if you did not enter your discount coupon at the Cart page before checkout, we can’t apply it to your current order or amend your payment.
How do I add a discount coupon?
On the Cart page, you can find a box underneath the items total where you can insert your discount coupon. Be aware that if not applied before you continue to the Checkout page, you won’t be able to insert your coupon.
The deduction should appear immediately and be applied to the total amount. At Checkout, you cannot redeem the coupon at a later stage or after your order has been processed. Only one discount coupon can be used per order.
Where can I get a discount code?
Can I send gifts to multiple addresses?
Our system will only allow for one shipping address per order. You will need to place one order per delivery address.
Can I have my order with a gift packaging?
Sorry we do not offer gift packaging, in order to avoid unnecessary waste we don’t have this option.
Do you sell gift cards?
Yes, you can find the gift cards in the menu section called Gift Card. You’ll receive it via e-mail with an individual code which will allow you to redeem its amount at our online shop — converted and issued to you in euros (€) after Checkout.
You can only use the gift card once. Please note that if you don’t redeem the full amount of the gift card in one purchase, you won’t be able to use the remaining amount later.
If you’re offering the gift card to someone else, please provide us the e-mail of the person you want to gift it to at Checkout. Please check your spam folder if you don’t receive the gift card directly in your inbox.
If you have further inquiries about the gift cards, please reach out to us at firstname.lastname@example.org
Do you offer gift receipts?
Unfortunately, we currently can’t provide gift receipts. But this is something we’re looking forward to adding in the future.
Do you have different prices for the same products?
Yes, our prices online may vary from the ones we practice at our physical shop in Lisbon.
The prices established by our stockists (online and offline) may also differ from ours.
Do you ship overseas?
Yes, we offer worldwide shipping. We ship all the orders from the logistic center in Barcelos or from our studio in Lisbon, Portugal.
For deliveries outside Europe, you may be charged customs duties or taxes. Unfortunately, we have no control over these charges as customs policies vary by country. If you have any questions related to customs charges, we recommend contacting your local customs office.
Have you received my order?
Every time you place an order, you’ll receive a confirmation email that will contain your order number. If you’re a registered user, this information will also be available on your account — under the orders section.
Please note this only acknowledges that your order has been received and is not confirmation that your purchase has been successful. When your goods have been processed, the payment will be verified. Then, you’ll be sent a shipment confirmation email, which will include your order’s tracking information.
What if my personal details are incorrect on my order?
If you realize your personal details are incorrect once you have completed the ordering process, please get in touch by visiting our Contact page. We cannot guarantee that we will be able to rectify your information before shipping. However, we can assure you that we will do all we can to make sure you’ll get your order.
I didn’t receive order confirmation, what should I do?
Please check your spam folder in case the order confirmation is in there. However, if you still can’t find any confirmation e-mail, please reach out to us at email@example.com. In your e-mail please include the following info:
— Your name
— E-mail address
— Contact number
— The last 4 digits of the card number that was used to place the order
Can I make changes to my order?
Adding items to your order, changing the delivery address and other modifications must be made within 24 hours of your order placement.
Please email us at firstname.lastname@example.org with the changes you want to make, writing your order number on the email headline.
I’m unsure about my order status, what should I do?
In case your order hasn’t arrived yet, please check your tracking details on your shipping confirmation e-mail. It may happen that no one was home by the time of the delivery attempt, so the courier will try to re-deliver your parcel to you on the following working day.
If you’re unable to track where your parcel is, please reach out to us at email@example.com
I have received a faulty item, what should I do?
In case you receive what you believe to be a faulty item, please contact us at firstname.lastname@example.org, and we’ll get back to you within 48 hours. Your e-mail must contain the following details:
– Order number
– A description of the fault
– Pictures of such fault
I have received the wrong item, what should I do?
If you have received the wrong item, please reach out to us at email@example.com, and we’ll get back to you within 48 hours. Your e-mail must contain the following details:
– Order number
– Pictures of the incorrect item(s), with the respective label(s)
Payments and invoices
Which payment methods do you accept?
PayPal — with or without a registered account on their platform
VivaWallet secure payments — using your credit or debit card
MBWay (only available for Portuguese customers) — insert your phone number associated with your MBWay account and follow the instructions on your phone
MB reference (only available for Portuguese customers) — you’ll get an automated email with the codes for paying at a local ATM or via your home banking.
My payment was declined, what should I do?
In case your payment was declined we recommend going through the following steps:
1) Check if your card details (as the card number, security code, expiry date, billing address, etc.) correspond to what you’ve entered into our system.
2) Check if the card you are using has expired.
3) Try using another card or payment method to make the purchase.
Will I receive an invoice for my purchase?
If you want your order’s receipt, you must include your tax number when adding your billing details at Checkout. You’ll then be able to download the invoice directly from the shipping confirmation e-mail. Please note that, once the order has been confirmed, you won’t be able to change any of the details you have entered at Checkout, and it won’t be possible to issue a new invoice. For further questions in this regard, please reach out to us at newsletter
Where are your products made?
All our pieces are ethically made in Portugal with high-quality sustainable materials by local partners, who work either in our studio or in the North of Portugal — they have been collaborating with us for years and with whom we talk on a regular basis. Their expertise guarantees the best quality and durability, creating pieces meant to be used for years to come. Having these selected partners allows us to ensure fair treatment, good working conditions, and superior quality of our products.
Head to our About section to find more about our partners.
Is your packaging sustainable?
We offer two options at checkout: for a parcel to come in new packaging or reused packaging. The new packaging is made of 100% recyclable cardboard and, for international orders, we still can’t avoid using plastic on the sender/receiver labels. From here, our goal is to only use in the future fully repurposed packaging to keep a circular approach.
How do you come about your products’ prices?
We must consider the following factors when conducting a rigorous cost analysis process: having a small structure, paying fair wages, using sustainable materials when we can, and managing a local production. These are some of the reasons why we tend to have higher prices than what’s considered the average. The product’s price reflects its quality, sustainable & ethical production, and the work done by the people involved in this process.
Why use organic cotton in most of your clothing pieces?
In contrast to traditional cotton, organic cotton is grown without being genetically modified or using synthetic additives and pesticides. This helps to reduce its environmental impact, contributing to lower levels of water pollution and use while keeping healthy soil. Regarding its social impacts, farmers who grow organic cotton receive fairer wages. They can get up to 50% more than their peers who work with non-organic farming. However, there’s no perfect sustainable solution. But, some alternatives can have a considerably reduced impact on people and the planet. And this is what we always try to achieve.
Can you repair an item I have bought from you that is now a few years old?
Yes. Our clothes are created with the intent to be used and, like most things in life, signs of usage can and will probably show over time — something we believe will make us cherish them even more. Thus, since our goal is to promote living with a few timeless pieces, which quality will hopefully make them last a lifetime, we’ve now installed a Repairing program to keep your clothes lifecycle circular.
Please note that our mending and repairing abilities may be limited and vary to the case at hand. All repairs are done in our Lisbon atelier.
To repair your clothes, you must reach out to us at firstname.lastname@example.org and mention the repair you would like to be done to your item, including a photo of the defect or problem and proof of purchase of the item. Then, we will evaluate and decide if there’s anything that can be done. You’ll be responsible for any shipping costs associated with the repair.
Returns / exchanges
Can I return / exchange an item?
Yes, you can return or exchange items within 15 days after receiving the parcel. We can only accept items that are unused, unworn, unwashed, and have the original tags attached.
Please read our Terms & Conditions — Returning products or Exchanging products — for detailed information and procedure.
Size & Fit
Do you have a size guide for your clothing pieces?
Yes, we do offer a size guide on each product page. Available only for clothing items.
Will you offer a wider size range soon?
We’re permanently looking for new ways to improve and make wetheknot accessible for everyone. With this being said, we only offer S—XL sizing in our made-to-order collection and some pieces of the Permanent collection, being S—L the standard sizing for the remaining collections.
However, we know that we have to do better in this regard, and we’re looking forward to expanding our size range in the future.