FAQs

Here are some of the most frequently asked questions we get from visitors to our site.
If you can't find the answer to your question here, you can get in touch with us using the details on our contacts page.

Talk with us ❯

01. General information

How can I contact the Customer Care service?
- For any queries regarding SacoorBrothers.com do not hesitate in contacting the Customer Care service:
  
  Chat
  
  WhatsApp: +351969722667
  
  Telephone: +351210046870
  
  Email: customercare@sacoor.com
  
  The Customer Care service is available Monday to Friday from 09:30am-1pm / 2pm-6:30pm(GMT).
Are online prices the same as the ones in store?
- Yes, but if there is a difference between the prices shown online and those on the items’ labels in-store, the correct price is always the one shown on the receipt.
Are there any special sale on the online store?
- We don`t have any special sale on the online store.
How can I make an online purchase?
- You have to be over 18 and provide a home address in Europe for shipping and billing purposes. The items are kept in the shopping basket for 24 hours, attention, because this does not guarantee a reservation. Once you finish choosing the items that you want to buy, click on “Shopping basket” to place the order. You will be shown the price and availability. You will still be able to make changes to your order at this stage. Once you are happy with your order, place it. After you place the order you will receive a confirmation email. You will receive another email once your order has been dispatched which will include a tracking number that will allow you to check the delivery status.
What is a Whishlist and how does it work?
- The Wishlist is a tool that allows registered users to mark as favorites the products that they wish to buy. This way these products will always be highlighted. To add a new item to the list you have to, after choosing the colour and size, click on the heart symbol which you can find at the bottom of the product page.
  
  We remind you that adding an item onto the Wishlist does not mean it has been reserved as the available stock for the selected colour and size will continue to be available for sale on the online store and may become unavailable. We remind you that the information regarding the availability of any items is shown online.
Can I take advantage of the Tailoring Service on items bought in the online store?
- The Tailoring Service is free for Customers who are members of Sacoor Loyalty Program.
  
  Customers who make purchases online can benefit from our Tailoring Service in-store at any of the Sacoor Brothers locations.
  
  Items acquired on the Special Section can not benefit from our free Tailoring Service.

02. My account

Can I receive emails with the latest updates and offers from Sacoor Brother regularly?
- Yes. By subscribing to our Newsletter you will receive the latest information about Sacoor Brothers.
Can I unsubscribe from the Sacoor Brothers Newsletter?
- On your account, you can easily opt out of the subscription. Provide the required information and save the changes you made.
Can I recover a forgotten password?
- If you cannot remember your password you can reset it on the Login tab. You will receive an email with instructions for setting a new password.
How can I register?
- Click on Register, displayed at the top of the homepage of Sacoorbrothers.com.
  Fill in the required fields of the section "Create new account". Confirm the user account.
  At this point you will be registered as a Customer of Sacoorbrothers.com.
How can I access, check and change my personal information?
- You can access your personal information, change or delete it on the tab “Profile”, displayed at the homepage top of Sacoorborthers.com
Is it possible to view the details of previous orders?
- Yes, you can check your past orders within your customer page.
What happens to my personal information after registration?
- All of the data that you provide is stored on our systems in a safe manner to avoid you having to re-enter them and making it easier for you to make further purchases.

03. Placing an Order

How do I place an order?
- Choose the collection (women’s, men’s, children) and the type of item.
  View the item(s) that you like.
  Click on the image of the item to zoom in/out and to see more detailed information. Choose an item and add it to your basket. You can then choose between “continue shopping” or proceed to checkout.
  If you want to proceed with placing the order you do so by signing up.
  Choose the delivery method.
  Choose payment method.
  Confirm your order.
  You will received a confirmation email about your order.
Can I check the status of my order?
- Yes, you can check the status of your order at any point by accessing your customer page. To ask us about the delivery of a parcel, please contact our Customer Care service via:
  
  Chat
  WhatsApp: +351969722667
  Telephone: +351210046870
  Email: customercare@sacoor.com
Can I remove an item from my basket?
- Yes. Before proceeding with the order you can remove any items that you do not want from your basket.
Can I make changes to my order?
- Yes, you can make changes to your order before you place it. If you would like to make changes to your order after it has been placed you need to get in touch with our Customer Care team. Changes are only possible to items where a similar one will be chosen, in a different colour or size, and cannot go over the amount paid.
Can I cancel my order?
- For any questions regarding this subject please contact our Customer Care service via:
  
  Chat
  WhatsApp: +351969722667
  Telephone: +351210046870
  Email: customercare@sacoor.com
How can I check if a particular item is in stock?
- The sizes that are not available will appear in a grade shade and will be unavailable for selection. When an item is out of stock, it will be removed from our website.
Will I receive the exact item as shown on the photos?
- Yes, except where items have been manufactured using artisanal methods (brushing, waxing, distressing, etc.) in which some differences from item to item may occur.
What should I do if I receive the wrong item?
- In the unlikely event that you receive an item that you did not order, you can return it or exchange it (at Sacoor Brothers stores only) as long as it has not been worn. For further information, please refer to our exchanges and returns policies. You can also contact our Customer Care team with any further questions.
How can I know my size?
- To best find out your size, there is a link with our Size Guide on every product page.
I do not want to order now, but I would like to select these items for next time. Is it possible?
- Add the items that you want onto your Wishlist so you know which ones they are.
  Log in or create an account if you want to access it from any device.
The items added to the basket are reserved for a future purchase?
- No. Adding items onto your shopping basket does not guarantee its reservation or availability. There are items in high demand which can sell out before you place your order, even though they were available when you added them onto your basket.

04. Logistics and delivery

In what countries is it possible to buy online?
- You can currently make online purchases in Albania, Andorra, Armenia, Austria, Belarus, Belgium, Bosnia and Herzegovina, Bulgaria, Croatia, Czech Republic, Denmark, Estonia, Finland, France, Georgia, Germany, Greece, Hungary, Iceland, Ireland, Italy, Latvia, Liechtenstein, Lithuania, Luxembourg, Macedonia, Malta, Moldova, Monaco, Montenegro, Netherlands, Norway, Poland, Portugal, San Marino, Serbia, Slovakia, Slovenia, Spain, Sweden, Switzerland, Turkey, Vatican City and the UK.
Where can I receive my order?
- You can receive your order at your chosen address (home, work, etc.- never in PO boxes), at the Sacoor Brothers store of your choice or at one of our designated Pick Up locations.
How much does it cost and how long does delivery take?
- Postage costs are shown on your order. The exact price of each parcel depends on the delivery country. Customs clearances are always charged to countries outside the EU and are included in the values that those countries mention at the checkout .
  The delivery times depend on the type of delivery method chosen:
  
  PORTUGAL
  • Collection at a Sacoor Brothers store - 2/5 working days: free
  • Regular delivery (mainland) - 2/5 working days: €4,95
  • Regular post (islands) - 4/7 working days: €9,95
  • Collection at designated PickUp locations - 2/5 working days: €2,95
- How can I check that I placed my order correctly?
  - You will receive an email confirmation of your order once it has been placed. If you do not receive it, please contact the Customer Care service.
- Can I place an order from one country and get it delivered to a different one?
  - Yes, it can be a different country.
- How can I track my order?
  - As soon as we start packing your order we will send you an email with details about delivery and a hyperlink through which you will be able to track your parcel. You can also track your parcel via your “My account” after logging in to sacoorborthers.com
- How is in-store delivery carried out?
  - If you chose in-store delivery you can check when it is available for collection in your delivery status. You have 15 days to collect your item.
- How long do I have to pick up my purchase in-store?
  - You will have to collect your order within 15 days, after which time your parcel will be sent back to our warehouse and your order will be cancelled.
- How long do I have to pick up my purchase from one of the designated Pick Up locations
  - You will have to collect your items within 10 working days, after which time your parcel will be sent back to our warehouse and your order will be cancelled.
- What are the delivery restriction?
  - Due to transport restrictions, we are unable to ship pressurized or flammable items by air at this time. As a result, orders containing perfumes must be delivered via regular delivery and by sea to the islands.

05. Returns

How can I return an item?
- If there is something with which you are unhappy, you can request the return up to 15 days after the order is received.
  
  The returns may occur in a Sacoor Brothers store, except :
  
  - Sacoor Outlet
  
  - Sacoor One
  
  - Sacoor Blue
  
  - Sacoor Brothers Alameda Shopping
  
  - Sacoor Brothers Gaia Shopping
  
  - Sacoor Brothers Alegro Alfragide
  
  - Sacoor Brothers Fórum Algarve
  
  Items Sacoor Blue and Sacoor One acquired on the Sacoor Brothers Online store, can only be returned Online.
  
  Platinum Customs have free returns
  
  First step: FILL IN THE RETURNS FORM ONLINE:
  Login via the sacoorborthers.com website.
  Choose the option “My Account” on the top right-hand corner of the site.
  Choose the item(s) that you would like to return and tell us why by choosing one of the options available.
  
  If the purchase was made as Guest, you may access the form through the button “view order details” on the order confirmation e-mail.
  
  Second step: PLACE THE ITEM IN THE BOX
  Use the box in which you received the item or other cardboard box that is not damaged.
  Close and seal it with sellotape.
  Make sure that the box does not have any labels, adhesive or other materials of former purchases and place the Returns label that you received in the box of the original order.
  
  Please ensure that the Return label is attached on the outside of the box.
  The return address will be provided after the return request is registered.
  
  Third step: REFUND
  We will send you an email receipt confirmation after receiving and analyzing your returned product. Refunds will be issued to the same payment method used to make the purchase. For payments with a cash point reference, the refund will be issued by bank transfer.
  
  Items returned at Sacoor Brothers stores will be issued within 15 working days by bank transfer.
  
  If you wish, please contact our Customer Care team via:
  
  Chat at sacoorbrothers.com
  WhatsApp: +351969722667
  Telephone: +351210046870
  Email: customercare@sacoor.com
How can I return an item paid at a cash point?
- To carry out an order return paid by Multibanco you only have to follow the same procedure that has been indicated, either in physical store or through "My Account" in our online store. When you make the return request, you will be asked to fill in your IBAN so that the bank transfer is made. After we receive the items back to the warehouse, you will receive an email with the confirmation of the return process.
When and how will I received my refund?
- After approving and issuing your refund (the estimated time varies depending on your bank or building society), you will receive a confirmation email indicating that your refund will be in your account shortly after.
  If you returned an item in-store the refund will be issued within 15 working days by bank transfer.
What do I do if the item received is damaged?
- Sacoor Brothers only sells items that are in perfect condition so, in the event that you receive a damaged item please contact the Customer Care service.
Does returning an item incur any costs?
- Free returns are only applied to Platinum Customers or returns in store.

06. Exchanges

How can I exchange an item?
- Items can be exchanged at Sacoor Brothers stores . If you would like to do it from home you can do it in the website. Please follow the instructions provided in the “Returns” section. Online we're only able to proceed with returns.
How long do I have to exchange an item?
- Exchanges are accepted within 15 days after the purchase and after receiving the original item.
Can I exchange my item at any of the Sacoor Brothers locations?
- Items can be exchanged at Sacoor Brothers stores.

07. Payment

What are the payment options available?
- We accept the following payment methods: credit/debit card, payment at cash point (Portugal only), Paypal and Klarna.
Is it safe to use my bank card on your website?
- Yes, all data provided is encrypted with an SSL protocol. For payment with credit or debit cards you will need to provide the CVV (Card Verification Value)number, a code displayed on the back of your card that is used as a safety measure for all electronic transactions.
What do I do if my card is not accepted?
- Your card can be refused for the following reasons:
  
  - It might be out of date. Please check the “end date” on your card.
  - The card might have reached the maximum spending limit. Please check with your bank whether you have exceeded your spending limit.
  - The details provided are incorrect. Please check if you provided the correct details in all mandatory fields.
Can I get an invoice in the name of my company?
- Yes, we are able to provide this, simply write this information on the billing address box.
How does payment at a cash point work?
- It is a safe and practical way of payment. Please make sure that you keep your mobile number and email address information updated. It is very easy, follow the instructions:
  1 - Place an order and chose the payment method “Multibanco” (cash point).
  2 - You will receive an email with details about the payment.
  3 - Make the payment at any cash point or via your homebanking platform:
  • Select the menu “Payments and other services”;
  • Select the option “Payment of services / purchases”;
  • Insert the details you received in the email we sent you: Entity, Reference number and Amount.
  If you do not pay within three days we will cancel your order.
How long do I have to pay at a cash point after placing my order?
- If you do not pay within three days we will cancel your order.
What happens if I do not pay within the required time?
- If you do not pay within three days we will cancel your order.
How to pay with Paypal?
- Please follow the following instructions:
  1 - Place your order and choose “Paypal” as your payment method
  2 - You will be redirected to a Paypal secure page where you will have to log in with your Paypal account details and finalise the purchase. If Paypal does not accept the payment you will have the option to select an alternative payment method on the Sacoor Brothers website. The delivery address will the one you provided on the Sacoor Brothers website.

08. Gift Receipt

What is a gift receipt?
- A gift receipt allows you to send someone a parcel without disclosing the amount paid. You can also add a personalised message.
How can I place an order with gift receipt?
- At checkout you can select "Include gift invoice" within the "About you" section. If you need more than one gift invoice, please contact the Customer Care team.
Can I send a message to the recipient?
- Yes, at checkout you can write a short message which will be printed and included in the package.
How can the person who received the present, return an item with the gift receipt?
- The return of the item must be carried out by the person who bought it. In this instance, to return an item the person who received the present must get in touch with who bought it, so they can proceed with the return according to the relevant terms and conditions.
  The person who received the present can also return or exchange the item in-store at any of our Sacoor Brothers locations.

09. Gift Card

How do I buy a Gift Card?
- You can buy a Gift Card at any of our stores except Outlets, Dolce Vita Tejo and Sacoor One.
How do I use a Gift Card?
- You can use a Gift Card at any of our stores or online at sacoorbrothers.com. You can spend it in one or more purchases. After you spend the full amount on it, the card will become inactive. Top-ups are not available.
Can I return a Gift Card?
- Gift Cards cannot be returned or exchanged.

10. Sacoor Loyalty Program

What is the Sacoor Loyalty Program?
- The Sacoor Loyalty Program is the loyalty program of Sacoor Brothers, Sacoor Outlet, Sacoor Kids and Sacoor One, launched in 1991. Program membership provides access to unique advantages in all participating stores worldwide. Whether you are in Lisbon, London or Belgium, you will always be recognized as a Sacoor Loyalty Program member with corresponding benefits.
  
  Our loyalty program is free to join and will make your shopping experience with us even more pleasurable. Membership gives you the chance to enhance your shopping experience with services that make every visit to our stores more rewarding.
How do I become a Sacoor Loyalty Program member?
- To become a Sacoor Loyalty Program member please visit our website – www.sacoorbrothers.com – and signup to create your account and join the Sacoor Loyalty Program by accepting the terms and conditions. Alternatively, any of our staff members in any of our stores will be able to assist you with this. When you join online, your account is activated automatically as soon as you complete the enrollment process.
Once I’ve become a member, do I get a membership card?
- The Sacoor Loyalty Program card is a card-free program. As a member you can identify yourself in any of our participating stores or by presenting your phone number and personal identification card (with a valid picture) to collect Points and redeem your benefits. Some examples of this include your personal ID card, passport or driver’s license.
How does the Sacoor Loyalty Program work?
- The Sacoor Loyalty Program allows you to win Points with every purchase you make in all our participating stores. The more Points you earn, the more benefits you can enjoy.
  The Points in the Sacoor Loyalty Program program, are valued in the following way:
  
  • Tier Points are collected when you purchase from Sacoor Brothers and help you reach the next tier of membership to enter a wider world of benefits.
How do I earn Points?
- Earning Points quickly is naturally one of the things our Customers really care about. Every purchase at Sacoor Brothers provides you with Points, even special offers.
How do I access my account?
- An easy-to-use, personalized My Account greets every Sacoor Loyalty Program
  member after log in. It is straightforward to navigate and lets you see your total Points, recent online transactions and other useful information at a glance. Key alerts keep you up to date and it even shows you special offers related to your tier.
How can I earn Points?
- Every time you shop with Sacoor Brothers you earn Tier Points. They cannot be spent and are only used to build up your tier status from Silver to Gold and Platinum.
  Your Tier Points are calculated using your ticket value only, net of all deductions and discounts.
- Silver
  100 - 999 Gold
  1000 - 2999
  
  Platinum
  ≥ 3000
How many Tier Points do Sacoor Loyalty Program members earn?
- Sacoor Loyalty Program members win a number of Tier Points equal to the value of the sale ticket, net of all deductions and discounts. This means that if your total sale ticket indicates 100.00 monetary units you will win 100 Tier Points.
When will Points be credited to my account?
- Tier Points are credited to your account immediately after you have made a purchase.
Can I decide what Sacoor Loyalty Program account I want to earn Points in?
- No. Your Sacoor Loyalty Program membership is personal and you must identify yourself at our stores to gain Points on your purchases. This is our procedure to guarantee that your account is protected and that you are safely entitled to your membership benefits.
Do I earn Points whatever the garment type?
- Yes you do. We offer Points on all fares, which applies to Tier Points.
What are membership tiers?
- The Sacoor Loyalty Program
  - - There are lots of things to look forward to in every tier, from discounts to our Suit Care benefit, and more bonus Tier Points from your purchases.
      
      • Silver Sacoor Loyalty Program members are entitled to:
      - "5% discount for Sacoor Loyalty Program members *
      - Early access 1 day before promotions
      - Tailoring service
      • Gold Sacoor Loyalty Program members are entitled to:
      - 10% discount for Sacoor Loyalty Program members *
      - Early access 2 days before promotions
      - Birthday gift
      - Tailoring service Complimentary
      - Barber service
      • Platinum Sacoor Loyalty Program members are entitled:
      - 20% discount for Sacoor Loyalty Program members *
      - Early access 2 days before promotions
      - Birthday gift
      - Tailoring service Complimentary
      - Barber service
  - Which Sacoor Loyalty Program members are eligible for the program benefits?
    - Eligible Sacoor Loyalty Program members must have reached the age of majority
      in the country where they enroll for the Sacoor Loyalty Program.
  - What is the “Sacoor Loyalty Program discount” benefit and how do I use it?
    - If you are a Silver, Gold or Platinum member, you are entitled to use a corresponding discount:
      • Silver Sacoor Loyalty Program member: 5% discount
      • Gold Sacoor Loyalty Program member: 10% discount
      • Platinum Sacoor Loyalty Program member: 20% discount
  has three membership tiers. They are Silver, Gold and Platinum. Each new Tier brings you inviting benefits that get even better as you move up tiers, so you can look forward to advantages such as free home delivery.
  Once you are a member you can start collecting Tier Points from your purchases at Sacoor Brothers. As you accumulate Tier Points you will be able to achieve Gold or Platinum membership status.
How many Tier Points do I have to accumulate to achieve each membership status?
- The number of Tier Points you have to accumulate to reach Gold and Platinum status vary depending on the country where you are registered in. You may find this information online.
How many Tier Points do I earn from a purchase?
- The amount of Tier Points you earn from a purchase matches the amount of the sale ticket that you pay.
How long are my Tier Points valid for?
- Your Tier Points are valid up to 12 months from the date your earning activity is completed. Your Tier Points will be removed from your account at the end of the month, one year from when they were earned.
  For example, if you earned Tier Points in June 2018, these Tier Points will expire on 30th June 2019.
How long is my Tier Status valid for?
- Your Silver, Gold or Platinum Tier status is valid for a maximum of 12 months from the date you are granted such status up to your annual Tier Review Date. However, if at any point during such period you have accumulated enough Tier Points to qualify for a Tier upgrade, you will be upgraded before then.
When does my annual Tier Review Date take place?
- Your Tier Review Date takes place on the last day of the month, 12 months after you have been granted your Tier status.
How long do I keep my Tier benefits for?
- Your Tier Review Date takes place on the last day of the month, 12 months after you have been granted your Tier status. Points accumulated are valid for a period of one year. Card is renewed every year, and the status is according to total of points each year.
What are the benefits of each of the different membership tiers?
Is my “Sacoor Loyalty Program discount” benefit combinable with other promotions or discounts?
- Your Sacoor Loyalty Program discount is not combinable with existing offers, promotions or discounts.
What is the “Birthday gift” benefit and how am I entitled to it?
- Birthday Discount is 50% for all Tier Levels. There is no limit for the number of items customers can buy during the 7 days, starting from the effetive birthdate. Valid ID must be verified at time of purchase.
What is the “Home delivery” benefit and how do I use it?
- Home Delivery allows Gold and Platinum Sacoor Loyalty Program members to have their tailored garments delivered to their house or hotel within a 50 km range from the store they were bought (terms and conditions apply also for online store). This benefit may only available in certain locations.
What is the “Suit care” benefit and how do I use it?
- Suit Care allows Gold and Platinum Club members to bring their suits to any of our Sacoor Brothers store and we will save them for you while you are travelling. We will keep them for you for a period of up to 6 months. This benefit may only available in certain locations.
May I include my family and friends in my Sacoor Loyalty Program account?
- The Sacoor Loyalty Program account is personal. Your family and friends will have to sign up for a new account if they wish to be part of the Sacoor Loyalty Program.
How can I change my personal information or details on my Sacoor Loyalty Program account?
- If you need to change your name, birth date, residency or any other information you may do so by logging in to your Sacoor Loyalty Program account.
Is it possible to change the base ‘Country’ where my Points are valued?
- No. You need to make a new registration at sacoorbrothers.com.
Can I have two or more Sacoor Loyalty Program accounts?
- No. You can only have one Sacoor Loyalty Program account at a time.