Frequently Asked Questions
The KICKS customer account is completely free and comes with several benefits, such as accumulating a balance with each purchase, processing your orders and requesting returns. However, if you want to proceed with the cancellation of your KICKS client account, you must access your client area where you will find this option. The cancellation of your customer account is possible at any time and does not add any additional costs.
When trying to access the account, you have the option to recover the password. Just enter the email with which you made the initial registration and you will receive a new password, which you will later have to change to a password of your choice. It is possible to change your password in the client area.
Nice KICKS, Lda. is aware of the implications and of its responsibility to comply with the changes introduced in terms of personal data protection, namely with the effect on May 25, 2018 of the General Data Protection Regulation, approved by Regulation (EU) 2016/679, of April 26, 2016.
Nice KICKS thus assumes the commitment to guarantee the protection of all personal data made available to it, having in this regard adopted several security measures, of a technical and organizational nature, in order to protect personal data against any form of treatment illicit.
Nice KICKS also assumes the commitment to continuously improve the set of procedures and techniques implemented for the protection of personal data, also counting on all the suggestions that users of this site make to us for this purpose.
This Privacy Policy applies exclusively to the processing of personal data by Nice KICKS collected through its website in commercial and promotional actions.
The creation of a Customer Account is quick, completely free and allows us to have the necessary information to process your orders.
Access the Customer Account to:
- Consult and modify personal information
- Consult and modify delivery addresses
- Change the password
- View order history and wish list
- Request returns
- Check the balance on the Customer Card
To create a Customer Account you have to:
- Click on the “Register” tab, located at the top right of the website’s main page;
- Follow the indicated procedure, filling out the form;
- Complete with your personal and delivery information;
- You can subscribe to the KICKS Newsletter at this stage. Please read the Privacy and Cookies policy carefully and click “I have read and accepted” in order to proceed.
- If you have any difficulties, get in touch with our Customer Care who will provide support as soon as possible.
Yes, it is possible to request a gift receipt in your online orders. To do so, you must select the option to send the order as a gift, at checkout. You can also add a personalized message to the gift receipt.
Yes, it is possible to deduct the amount accumulated on your KICKS customer card. At the end of the purchase, before check-out, there is a space where you can indicate the amount you want to discount on a particular purchase. The maximum amount to be discounted is €60.00. For more information see this link.
Yes, it is possible to be notified about the replacement of an item if there is currently no stock. To do so, open the article page, select the desired size and click on the “Notify” button. An email will then be sent to confirm joining the waiting list. The email to be notified is the one from your client account, if you have not logged in, you can enter the desired email in the available window.
To make a purchase at KICKS it is not mandatory to create a customer account, it is possible to place an order by accessing the page as a guest. In any case, it is recommended to create an account, as it entails several benefits, such as accumulating a balance on each purchase, processing your orders and requesting returns. Learn more about the KICKS account here.
If the order is confirmed, the probability of a stock shortage is very low. However, if this happens, you will receive an email indicating which item(s) are missing, with a guarantee of return of the amount referring to that item(s).
If you wish to modify or cancel your order, please contact our Customer Care by e-mail [email protected] or by telephone +351 22 901 60 00
If your promo code is not working, please follow these steps:
– Check the expiry date of the promotional code
– When typing the code, respect the upper and lower case letters, if any, and do not put spaces between the letters, before and at the end of the code
– Promotional codes cannot be accumulated: if you have several, you can only use one of them at the time of purchase
In case you meet all the criteria mentioned above and the code still does not work, please contact our Customer Care service by email [email protected] or by phone +351 22 901 60 00
If you have a promotional code, you can use it in the payment phase of your online purchase.
– Select the desired product and place it in the shopping basket
– On the “Payment” page, enter the promotional code in the space provided. If it is valid, it is read automatically and you can see the discount information.
You can consult all the information regarding shipping costs in our shipping policy.
We ship to the entire Portuguese territory and some European countries. For more information you can consult our shipping policy.
Making a purchase at www.kicks.pt is simple, fast and very intuitive! In just a few steps, it is possible to conveniently order and receive the items at an address of your choice.
HOW TO BUY AT KICKS.PT?
- You can find a wide variety of sneakers, clothing and accessories on the top tabs of the main menu, browse by brand or search through the bar in the upper right corner. Start by selecting the desired article(s);
- Select the option “Buy”;
- Select “Continue Shopping” to add more items to the shopping cart; or select “Checkout” to complete the purchase;
- Log into your Customer Account or proceed as a guest;
- Confirm the ordered items and select your preferred shipping method. Click on “Confirm Order” to finish;
And that’s it, the order is placed! You will receive a confirmation email in your inbox.
And that’s it, order placed! You will then receive a confirmation email.
After completing the online order, KICKS.pt sends a confirmation email with the order number to the email indicated in the Customer Account. All informations about the different status of the order will also be sent by email.
If the status of the order is still “Pending”, it is possible to change the delivery address, the size of the products or cancel it. To do so, contact [email protected] or via telephone +351 22 901 60 00.
If the order is in the following states – “Payment Confirmed”,” Preparing for Shipment” or “Shipped” – it is not possible to make any changes, except for changing the address*.
*The change will be in the responsability of the carrier, with no commitment that it will be changed.
It is only possible to place orders through the online store www.kicks.pt.
If the order is confirmed, the probability of a stockout is very low. However, if this happens, you will receive an email indicating which item(s) are missing, with the guarantee of return of the amount referring to it(s).
All items available for purchase at www.kicks.pt online store are displayed as such and allow you to select size and quantity. It is possible to find any product by searching for its reference and/or name, using the search bar in the upper right corner.
You can consult the Size Guide that is available on the page of each article. If the information is not informative or if it is necessary to clarify any doubts, please contact our Customer Care team through the available means.
In online orders, your receipt is automatically available in your customer area, which you can use at any time. We emphasize the importance of opting for electronic receipt in view of sustainability. In any case, it is also possible to request your printed receipt at check-out of the order.
The available payment methods at www.kicks.pt are:
- ATM Reference
- MB WAY
- Credit card
- PayPal
- Cash balance of the KICKS Customer Card
Please note that it is not possible to pay with the GIFT KARD in the online store.
f you have a promotional code, you can use it in the payment phase of your online purchase.
- Select the desired product and place it in the shopping basket;
- Place your order normally, accessing your Customer Account;
- On the “Payment” page, enter your coupon code in the space provided. If it is valid, the coupon is automatically read and you can see the discount information.
If your coupon is not working, please follow these steps:
- Check the expiration date of the promotional code.
- When typing the code, respect if it is on CAPSLOCK or not and, if any, do not put spaces between the letters and at the end of the code.
- Promotional codes are not cumulative: if you have several, you can only use one of them when ordering.
- If you meet all the criteria mentioned above and the code still does not work, please contact our Customer Care service through the email [email protected] or by phone +351 22 901 60 00
This payment method is not available on the www.kicks.pt online store.
Please get in touch with our Customer Care service, through the available channels. We have a Live Chat on the Checkout page, which you can use for quicker resolution of any problem or question.
The delivery times indicated are based on the date of shipment of the order and are presented on working days (saturdays, sundays and holidays do not count in the delivery time).
Delivery times are:
- In continental Portugal – between 1 to 3 working days,
- In Madeira and Azores – between 2 to 5 working days,
- In the European Union – approximately 8 working days.
Please note that during peaks of activity there may be delays in deliveries.You can find more information in our SHIPPING POLICY.
Once the order has been shipped, you will receive an email with the order number and the respective link so that you can follow the shipment.
Click on the link to access the carrier’s website and to find out where the order is.
All our products are shipped with an “object number” that allows you to follow up on delivery. In the email with the tracking information you can also follow the status of your order. Thus, the first step to know the status of the delivery is to click on the link provided to see what the delivery status is.
- If the order has been shipped and is still within the maximum period communicated by KICKS.pt, please wait until the end of the delivery period to receive the order.
- If the order has not been shipped, or if the maximum delivery period communicated by KICKS.pt has already been passed, please contact our Customer Care service via email [email protected] or telephone +351 22 901 60 00
Yes, it is possible to return an item you received as a gift. You can find the return procedure here.
Note: The refund of the return will be carried out in the same way as the payment, in this way it will be made to the purchaser of the offer.
It is possible to exchange products in all KICKS physical stores. Exchanges can be performed up to 30 days after receipt of the order. You can consult our network of physical stores here.
Note: The articles purchased in the Online Store can only be changed in a physical store.
Regardless of whether you return the item in store or to our central warehouse, the refund will be processed within 3 to 5 working days, after receiving the item at our central facilities.
If you have paid postage, these are non-refundable.
Before shipping, all products undergo strict quality control and are checked before dispatch. If there is a situation where the item received is damaged or does not correspond to the item ordered, you should contact our Customer Support.
Yes! All items purchased at kicks.pt online store can be refunded, with the exception of cleaning and maintenance products for shoes and insoles.
The deadline to request the return is 30 working days from the date of receipt of the item(s), with presentation of proof of purchase or purchase ID, and the intact item in its packaging.
To guarantee a refund, returns have to strictly comply with the following conditions:
- The products have to not have been used. They have to be in new.
- The products have to be shipped in the original packaging in good condition (brand box, without adhesive tape or other adhesive product). The original box has to be shipped inside a shipping carton.
- Products must be shipped within 30 working days of receiving your order.
- To start the return procedure you have to register the request in your Customer Account – this is where you will be able to monitor the status of the return.
- The return will be resolved within 3 to 5 working days after receiving the item at our central facilities.
Return costs are COMPLETELY FREE for returns made in continental Portugal, so you can enjoy the best KICKS experience.
If you wish to make a return from the Islands (Azores and Madeira), please contact our Customer Support.
To make an online return (in Portugal) you have to follow these steps:
- Access your Client Area and submit the order return request.
- Fill out the form and print the return paper presented.
- Prepare the packaging as indicated above (in the original box and inside a shipping box).
- Place the return paper on the outside of the package.
- Deliver the package at a pick-up point. Check here the pick-up points available in Mainland Portugal and in the Islands (Azores and Madeira)
In case of doubt, you can contact KICKS Customer Support via the email [email protected]
To make an online return (out of Portugal) you have to follow these steps:
- Access your Client Area and submit the order return request.
- Prepare the packaging as indicated above (in the original box and inside a shipping box).
- Send the packaging to:
Via Central de Milheirós
Armazém 500-C
4475-330 Maia
Portugal
4. The shipping method and shipping costs are on the responsibility of the customer.
In case of doubt, you can contact KICKS Customer Support via the email [email protected]
If you made the purchase as a guest and wish to return it, you will have to contact our Customer Support.
Yes, items purchased at kicks.pt online store can be exchanged and/or returned at KICKS stores.
You can consult our store locations here.
You can exchange or return them for a period of 30 days after purchase – via the online store or in any of the physical stores.
If this happens you can replace it with another packaging of the same size and similar thickness. Under no circumstances should you use the original product packaging (brand box) to ship as this will make it impossible to return and refund your item.
It is possible to check the available stock in our network of physical stores KICKS through the online store. In this consultation, you have the opportunity to check if a product available or sold out online exists in a physical store. For this purpose, you must select the desired size of the product, after which a button called “Stocks in store” appears on the right below the sizes. By clicking on this button, a list of all KICKS physical stores and the amount of stock available in these stores appears.
It is possible to reserve products for collection at KICKS physical stores. Reservations are made by contacting Customer Support via Email [email protected] or by calling +351 229 016 000, available from Monday to Friday between 10am and 6pm. They last for 48 hours after booking. You can find our network of stores here.
If you identify that the product you want is not available in the online store, but you have verified that there is stock in a KICKS physical store far from you, it is possible to have that product sent to a physical store closer to you. To do this, you must contact our Customer Support via email [email protected] or by calling +351 229 016 000 (available from Monday to Friday between 10 am and 6 pm).
Note: It is not possible to request this stock transfer from physical stores located in Madeira to the mainland.
If you identify that the product you want is not available in the online store, but you have verified that there is stock in a KICKS physical store far from you, it is possible to have that product sent to a physical store closer to you. To do this, you must contact our Customer Support via email [email protected] or by calling +351 229 016 000 (available from Monday to Friday between 10 am and 6 pm).
Note: It is not possible to request this stock transfer from physical stores located in mainland Portugal to Madeira.