FAQs

Orders and Orders

• HOW DO I PURCHASE A PRODUCT?
  To explore the available products, start by visiting the product page and select the Women's or Men's section, depending on what you are looking for.
  To make your search easier, you can use the filter in the top right corner of the page to choose the size and color you want. If you already know what you want to buy, you can use the search bar at the top of the page to quickly find the item you want.
  Once you have selected the items you wish to purchase, choose the size and click on "Add to cart". To complete your purchase, go to the basket in the top right corner, fill in the necessary details for the delivery and payment method and click on "Pay securely".
  Your order is only submitted to our system when the order confirmation window is displayed.

• CHECK THE STATUS OF MY ORDER
  You can only check the status of your order if it was placed through your Customer account. To check, go to the My Account in the Orders tab.

• ORDER INVOICE
  To obtain an invoice for your purchases, we suggest you create an account with the tax details required to issue the invoice. This way, the invoice will always be available in PDF format in the Purchases and Orders section.
  If the purchase was made as an unregistered customer, the invoice is sent in the order shipping confirmation email.
  

• WHAT ARE THE GENERAL CONDITIONS TO USE THE E-GIFTS?
  The e-gifts purchased or issued at our online store can be used at our online store www.salsajeans.com or at any official Salsa store.
  Following the acquisition or issue of e-gift, the same is not redeemable for cash and cannot be reimbursed by any other type of payment (wire transfer, Visa/MasterCard or PayPal).
  In case of refund, if you chose for the reimbursement with e-gift method, it will be sent to the e-mail filled in on your order, so when the compliance of the articles were validated at our warehouse. The e-gift generated as part of a return it is not convertible to cash or the same payment method used by the customer in the original order.
  Orders reimbursements paid with e-gifts will always be returned by the same method with another e-gift.
  An e-gift can be used for purchases with the same value, superior or inferior of your sale. If the value of your purchase is superior than your sale, the system will require the payment of the remaining amount. If the value of your purchase is inferior than the sale of your e-gift it will be keep the surplus value.
  Your e-gift can be used while you have sale in it. You are able to use more than one e-gift in the same order. You can confer at any time your e-gift sale if you went to your Customer Area, selecting the Discounts and Vouchers tab.
  The e-gifts acquisitions are not combinable with campaigns, discounts or promotions.
  The use of e-gifts is valid in any article and combined with campaigns, discounts and promotions.
  The use of e-gifts is only permitted to registered customers.
  
  

• PREVIOUS ORDERS
  If you have registered on Salsa Online Store and you complete your orders while you are logged in, all the information regarding your order history will be stored in Orders.

• CHANGE AN ORDER
  At the moment, orders cannot be changed because we prepare the purchases as soon as the order is confirmed.
  If you wish to cancel an order that has just been processed, please contact Customer Support.
  If the order has already been sent to the carrier, we won't be able to cancel it. In this case, you will have to accept the order and then exchange or return it.
  For further information, see the terms and conditions in Returns.

• CANCEL MY ORDER
  If you wish to cancel an order that has just been processed, please contact Customer Support.
  If the order has already been sent to the carrier, we won't be able to cancel it. In this case, you will have to accept the order and then exchange or return it.
  See the terms and conditions in Returns.

• CHANGE DELIVERY ADDRESS

  1. Delivery in Portugal
  If you made your purchase through your customer account, please go to the ‘Purchased Items’ menu in your Customer Area and check the status of your item.
  If the status of your order is either: ‘payment pending’, ‘approved’, ‘sorting’, you can contact us in order to process with the change of address.
  If the order status is ‘sorted’ or ‘in transit’, you should wait to receive the text message with the delivery number and delivery date and then contact Chronopost directly by calling 229688389 and request the alteration of your delivery address.

  
  

  2. Delivery in the EU
  If you made your purchase through your customer account, please go to the ‘Purchased Items’ menu in your Customer Area and check the status of your item.
  If the status of your order is either: ‘payment pending’, ‘approved’, ‘sorting’, you can contact us in order to process with the change of address.
  If the order status is ‘sorted’ or ‘in transit’, you should wait to receive the text message with the delivery number and delivery date and then contact DHL directly and request the alteration of your delivery address.

• OUT OF STOCK
  If your order is confirmed, the probability of the item being out of stock is highly reduced. However, if this happens, we will send you an email letting you know which item(s) is/are out of stock, and confirming the refund of the amount that you paid for the item(s).
  The refund will be made by the same payment method used when you made the payment.
  If you made the payment in a Salsa Jeans store, we will contact you by email requesting the bank account number to which we should refund the amount.

• HOW MANY ORDERS CAN I PLACE?
  There is no limit to the number of orders when you choose to pay by VISA/MASTERCARD or PayPal. However, for payments by ATM, you can only have up to 2 orders pending payment.
  If you attempt to place more orders under these conditions, Salsa reserves the right to cancel additional orders on a first come, first served basis. If you reach the limit of pending orders for payment by ATM, to place a new order, you will have to pay for the open orders or contact us.

Shipping and Deliveries

• DELIVERY TYPES AND TIMES

  Country	Shipping Charges(€)	Delivery time
  Portugal (Continental)	Salsa stores | Free Pick-up | 2,90€ (Free for orders over €49) Home delivery | 3,90€  (Free for orders over €49)	2 to 3 business days
  Portugal (Islands)	Salsa stores | Free Pick-up | 2,90€ (Free for orders over €49) Home delivery | 3,90€ (Free for orders over €49)	3 to 5 business days
  Spain (Peninsula and Balearic Islands)	Salsa stores | Free Pick-up | 3,90€ (Free for orders over €59) Home delivery | 3,90€ (Free for orders over €59)	2 a 3 dias úteis
  France	STANDARD Salsa stores | Free Pick-up | 8,90€ (Free for orders over €99) Home delivery | 9,90€ (Free for orders over €109) EXPRESS Salsa stores Salsa | Free Pick-up | 13,90€  Home delivery  | 13,90€	3 to 4 business days 1 to 2 business days
  Germany	STANDARD Pick-up | 8,90€ (Free for orders over €100) Home delivery | 9,90€ (Free for orders over €100) EXPRESS Pick-up | 13,90€ Home delivery | 13,90€	3 to 5 business days 1 to 2 business days
  Luxembourg	STANDARD Pick-up | 9,90€ (Free for orders over €100) Home delivery | 13,90€ (Free for orders over €100) EXPRESS Pick-up | 9,90€  Home delivery | 13,90€	3 to 7 business days 1 to 3 business days
  Other European Union Countries	STANDARD Pick-up | 9,90€ (Free for orders over €100) Home delivery | 9,90€ (Free for orders over €100) EXPRESS Pick-up | 13,90€  Home delivery | 13,90€	3 to 7 business days 1 to 3 business days
  United States of America	EXPRESS Home delivery | 14,90$	1 business day to East Coast 2 to 3 business days to West Coast

  
  Deliveries and collections in Portugal are operated by CTT and DPD, in Spain by Correos and in France by Chronopost-La Poste and DHL.
  

  
  

• TRACKING ORDER
  After the payment has been authorised, you will be sent an e-mail with the order number. From that point, you will be able to check your order status in the Customer Area, in the Orders.

• CARRIER DELIVERING THE ORDER
  The information on the carrier responsible for delivering orders in the country where you made your purchase is provided in the e-mail sent to confirm shipping of the order, but you can also check it here.

• NOBODY TO ACCEPT THE ORDER
  The carrier will try to deliver the order on two consecutive days, leaving notification of each attempt. After the second attempt, the carrier will return the order to our warehouse. Salsa’s online shop may contact you to provide new delivery instructions.

• PROBLEM WITH ORDER
  See our Contacts section.

• TIME FOR PICKING UP AN ORDER FROM A SHOP
  The order must be picked up within no more than 5 business days after receipt of the notification of reception of the order via text message or e-mail. See the available shops here.

• COUNTRIES WHERE ONLINE SHOPPING IS AVAILABLE
  You can currently buy from any country within the European Union and the United States (USA). To check the markets we ship to, check the list of countries in the bottom right corner of our page, where you can also change the country.

• IS IT POSSIBLE TO PLACE AN ORDER FROM A COUNTRY OTHER THAN THE ONE WHERE THE DELIVERY WILL BE MADE?

  Salsa’s online shop automatically recognises the country you are connecting from. If you want to make an order for a different country, select the “Change Country” option, located on the bottom right-hand corner at the end of the home page. Then, just choose the country you want to send the order to and complete your purchase.

  Orders made from the page of a country other than where you want the delivery to be sent to, or for addresses to which delivery cannot be made (PO boxes, post offices) will be automatically cancelled.

Payments

• PAYMENT METHODS

  We accept the following payment methods:

  VISA/MASTERCARD, Mbway, MB, Apple Pay, Google Pay.

• INSTALLMENT PAYMENT METHODS
  At the moment, we don't have the option to pay in installments.

• SECURITY
  For Salsa Jeans, security when shopping online is essential. Transaction data is processed with SSL encryption, to the entity.
  Additionally, the Salsa online store uses VeriSign and the ATW certificate to guarantee maximum protection of your data.
  For payments with credit and debit cards, you must enter the CVV (Card Verification Value), a code printed on the card that serves as a security measure in e-commerce transactions.
  For payments made with Visa and MasterCard, only SEC (Secure Electronic Trading) transactions will be accepted. After confirming that the card is part of the SEC system, a call is made to the issuing bank so that it can authorize the customer to make the purchase. Once the bank confirms authentication, the card will be charged. Otherwise, the order will be canceled.

• CREDIT CARD PAYMENTS
  For credit and debit card payments, you have to insert the CVV (Card Verification Value), a code printed on the back of your card that serves as an additional security measure in e-commerce transactions. Credit cards are subject to authorisations and checks by the issuer. Therefore, if you are having problems with the payment, we suggest you contact the card issuing bank.

• CASH ON DELIVERY
  We do not have a service which allows for payment upon receipt.

• EXTRA CHARGES ON MY ORDER
  VAT tax has already been included in the product price, as shown on all pages of the website and in your Shopping Bag. There will be no extra duties charged on your order if the shipping is to European Union Countries. For shipping outside the EU countries, taxes, duties and shipping costs will be applied at the checkout.

• TAX FREE

  The issue of Taxfree is possible for a minimum* more VAT.

  To do it, you have two months to make the request and the billing address of the command is always the delivery address of the order (or US).

  
  

  *Minimum values where we have physical stores:

  Portugal – €61.50
  Spain – No minimum amount
  France – €100.01
  Luxembourg – €74.00
  Ireland – €75.00

  
  

  To receive the TAXFree document please follow this steps:

  a. Download the invoice on your Clients Area

  b. Go to Customs with invoice and fill the form of Taxfree.

  c. Both documents must be stamps and approved by Customs

  d. Send to to our address the following documents (please make sure that you registered the sending in order to be able to track the delivery ):

       i. Stamped invoice

       ii. Taxfree form stamped

       iii. Photocopy of passport

       iv. Account number for refund.

  
  

  Salsa Address: IVN- Irmãos Vila Nova, Avenida da Indústria, 511, Apartado 7079, 4760-725 Ribeirão, Vila Nova de Famalicão, PORTUGAL

Exchanges and Returns

• AUTOMATIC CANCELLATION OF RETURN/EXCHANGE ORDER
  After the return request, the item(s) must arrive at our facilities within a maximum period of 30 days, otherwise the return request will be automatically cancelled. Please contact our Customer Care if you have any difficulty returning the order or if you wish to cancel the return request.

• ONLINE STORE

  All items can be returned quickly and easily, within a maximum of 30 days (60 days for STAR customers) from the date of delivery of the order.

  
  

  1. HOW DO I REQUEST A RETURN?

  One or more items can be returned directly to a physical store in the country of your purchase or to our online store.

  If you choose to return your order online, go to the “Orders” section and click on the line of the order you want to return. At the bottom of the page, you have the option to RETURN/EXCHANGE. Follow the prompts, indicating the product(s) you want to return/exchange and the method of return that best suits you.

  Once you have filled in the form, place the product(s) you wish to return in the package you received the Salsa Jeans order in or an equivalent package, making sure you close it properly. Stick the return label you received inside the order box or print out the label provided at the time of the return request. When shipping, make sure that the box does not contain any labels, stickers or other materials from previous shipments.

  
  

  2. WHICH RETURN METHODS ARE AVAILABLE?

  HOUSEHOLD COLLECTION: When you fill in the “Household collection” option, the collection request is issued to the selected carrier. As a rule, the return will be picked up by the logistics partner within 24 working hours.
  When you validate the return request, we'll send you an email confirming the exchange/return. This email contains all the details of the return process.
  Notes: This service may not be available in some markets. More information here.

  RETURNS AT PICKUP POINTS: Depending on the marketplace/delivery method you choose, you can return your order at a PickUp Point. Use the return label and stick it on the package and return it to the PickUp Point of your choice. If you would like more information, please refer to the Exchanges and Returns Conditions.
  If you have lost the return label, it will be available to download in the “Returns” section of your Customer Area - inside the order you wish to return.

  RETURN IN STORE: If you choose to return your order in store, please contact one of our stores in the same country as your order. Check our stores here.

  
  

  3. HOW DO I RETURN SEVERAL ITEMS FROM THE SAME ORDER?
  If you want to return more than one item from the same order, the return request must be made at the same time for all the items you want to return. If you wish to return more than one item from the same order at different times, this can only be done by delivery to a Salsa Jeans physical store or by your own means (in which case you will be responsible for the cost of shipping).

  
  

  4. HOW DO EXCHANGES WORK?
  Once the order has been received, products can be exchanged for a different size, subject to stock availability.
  Products can only be exchanged once. If after exchanging the order you are not satisfied, you can only return the exchanged item(s).

• PHYSICAL STORE

  We want you to be completely satisfied with your purchase at Salsa Jeans, but we are happy to accept returns. Returns to Salsa Jeans are free within the European Union and the maximum return period is 30 days (60 days for STAR customers) from the date the order was delivered.

  
  

  If you have placed an order for a country outside of the European Union, the process is controlled by one of Salsa’s external partners. See the terms and conditions here.

  
  

  If you want to exchange items bought in physical shops, take the item and the purchase receipt to your closest physical shop. If you are a STAR Customer and the purchase was made on your account, by identifying the account and the presence of the purchase in it, you can make the exchange/return without having to present the purchase receipt. Products bought in physical shops may only be exchanged in shops of the same type. Items bought in any Salsa shop other than outlets can only be exchanged in the same type of shop. They cannot be exchanged in outlets or at El Corte Inglés. To find out where the closest shop is, go to Find a shop. For further information, see the terms and conditions in Returns.

• SALSA RESELLER

  If you bought a Salsa item in a Salsa Reseller, the conditions that will be applied are those defined by the store or retail chain in which you bought your item.

  If you have any questions you should get in touch with the respective store, as all returns or after-sales processes are the responsibility of each store.

STAR Loyalty Program

• MEMBERSHIP DETAILS AND INFORMATION

  What is STAR?

  The STAR program is a world of advantages that gives you benefits with every purchase and every interaction with us.
  You start earning when you make your first purchase: €10 to use on your next purchase.
  In the month of your birthday, we say CONGRATULATIONS with a €10 voucher.
  But that's not all!
  With every purchase, you accumulate 5% of the total amount. Every time you reach €10, the balance is converted into vouchers for you to use on a purchase.
  We explain a little more here.

  
  

  How can I change my account details?

  Whenever you want, you can access your details in your Customer account.
  Log in to your Customer Area, in the My Data menu.

  
  

  How can I access private campaigns?

  Being a STAR is like having a V.I.P pass that gives you exclusive, first-hand access to our private campaigns. Information about these campaigns is sent via the active means of contact you have associated with your STAR account.

  
  

  As a star, what advantage do I have over the limited collections?

  Throughout the year, we usually launch limited collections. By being a STAR, you will have the advantage of knowing about and being able to buy items from some of these collections in advance.

• SALES AND VOUCHERS
  If I exchange or return an item, what happens to the amount of the voucher I redeemed and my total balance?
  The amount earned from the purchase of items you return will not be deducted if the refund is made in the form of a coupon. If the refund is made using another payment method, then this will be deducted from your total balance. If you redeemed a voucher on a purchase you're returning, a new voucher will be issued for the amount used on the returned item(s), which will be valid for 60 days. In the event of an exchange, your total balance will remain the same. If you redeemed a voucher, it will automatically be applied to the new purchase.
  
  Do I add to my balance on purchases made abroad?
  Yes, you add to your balance on purchases made in all Salsa shops in Portugal (including the islands), Spain (including the Canary Islands), France and Luxembourg, and in all countries www.salsajeans.com delivers to (except the United Arab Emirates).
  You will not add to your balance on purchases made at department stores such as El Corte Inglés, Galeries Lafayette, Amazon, La Redoute, etc.
  Cashback received from purchases made in the USA are not convertible to EUR countries and vice-versa.
  
  I've just made a purchase, but I can't see any change in my account balance.
  The amount earned will show up automatically after a purchase. With online purchases, the amount earned will only be available after payment confirmation. If you find that the amount earned isn't shown in your Customer account, please contact the Salsa Customer Care department using one of the means available so that they can help you.
  
  I have forgotten my password. What can I do?
  

  You can request a new password by clicking in the "Register / Login", followed by the ‘Forgotten your password?’ icon. Soon after you will be sent an emailing containing your new password. Make sure that Salsa’s email does not go to your junk or spam folder. If you are having problems requesting a new password, please contact us using this form describing the problem and stating the email address you used to create the account.

  
  

  How does the welcome voucher work?
  

  After your first purchase as a STAR, you’ll get a €10 voucher. This voucher will be redeemable after you've paid for your first purchase and is valid for 60 days.
  
  I am having problems logging in.
  If you are having problems with the log in process, please contact us using this form explaining the problem and stating the email address you used to create the account.
  
  How does the birthday gift voucher work?
  As a STAR, we celebrate with you by giving you a €10 (15$ for the USA market) gift voucher in your birthday month. This voucher will be available on the first day of your birthday month and you can redeem it until the last day of that month. You'll get the gift voucher in the month of your birthdate indicated in your Customer Area. You will only get this gift voucher if you're a registered member or if you've made a purchase in the 12 months before your birthday, based on the birthdate indicated in your Customer Area.
  
  How to use the birthday discount?
  The annual discount shows up automatically without the need to insert code, after the log in, if the discount is active you will be able to see it when you add items without any kind of discount to your shopping bag. The discount amount appears deducted from the total amount of the order.
  
  How do I confirm the validity period and amount of my total balance and vouchers?
  We want to make sure that you always have this information on hand, so it's printed on all the sales receipts for purchases made at Salsa shops, indicated in the confirmation e-mails for your online purchases and in the newsletters you receive. And, you can always confirm your balance and vouchers (including their validity period) in your Customer Area.
  
  When are deductions made from my total balance?
  Deductions will be made from your total balance whenever it's converted into vouchers for you to redeem on your purchases (when you reach multiples of €10 /15$ for the USA market), or when the 180-day validity period expires.
  When you return an item and it isn't refunded in the form of a coupon, the amount earned from that purchase will also be deducted from your total balance (corresponding to the item(s) returned).
  
  How can I use my vouchers?
  When your balance reaches multiples of €10 (for example: €10, €20, €30, etc.), the amount will be converted into a voucher that you can redeem within 60 days. You can redeem vouchers on purchases of €29.90 or over in Salsa shops (including Outlets) and online. To redeem a voucher in physical shops (including Outlets), tell the shop assistant that you're a STAR customer when you're making your purchase. If you're shopping online, log in to your account and, when you're paying for the order, select the voucher you want to redeem on the purchase and it will be immediately added to your shopping basket. The voucher is non-transferable and can only be redeemed through your account. You can use a voucher to pay for an entire purchase. And that’s not all. You can also redeem your voucher on Outlet items. It may or may not be possible to redeem your vouchers during other campaigns, depending on their terms and conditions. Vouchers may not be used to purchase gift cards.
  
  

• STARS, INTERACTIONS AND OFFERS
  How can I earn stars when delivering or returning online purchases at Salsa stores or Pickup points?
  To accumulate stars on your online purchase, you only have to select the Salsa store delivery method or the pickup point delivery method when you are finalizing the purchase. The stars will be awarded when your order invoice is issued.
  To earn stars when returning your purchase, select the delivery in Salsa stores or received at a collection point at the end of the return process. Stars will be awarded after acceptance of the return, when a credit note is issued.
  
  Is there an order limit for STAR offers per customer?
  Yes. Each STAR customer can only make up to 3 requests for offers and/or experiences per year, with requests for the "Our jeans, your style" and "We make it fashion" offers being limited to 1 order per year.
  
  What are the stars for?
  Stars give you access to benefits such as experiences, exclusive products and other offers.
  
  How do I earn stars?
  You can earn stars by interacting with us. Here’s how:
  

  • Get connected and follow us on Facebook and Instagram
  • Always keep your personal information up to date and 100% complete
  • Share your opinion (answer surveys, review an item you've purchased)

  
  

  How do I earn stars by interacting on Salsa’s social media pages?

  Link your STAR account to Facebook and Instagram here to earn stars. You’ll also earn stars by following us on Facebook and Instagram.

  
  

  How do I earn stars by answering Salsa customer satisfaction surveys?

  Your opinion is very important to us, so we'll reward you with 100 stars every time you answer one of the customer satisfaction surveys we send you. The stars are available in your account within 24 hours.

  
  

  How do I earn stars by writing reviews of an item I purchased at Salsa?

  Your reviews are invaluable. Write a review on the products you've purchased in our shops or online and we’ll give you 100 stars (limited to 5 evaluations per day and a maximum of 10 per month and articles purchased in the last 12 months).

  
  

  How do I earn stars by keeping my information up to date?

  When you provide or update your information (name, telephone, e-mail address, home address, gender, date of birth), we’ll give you 100 stars.
  And if you enable again the sending of our email and phone communications, you’ll get 150 stars.

  
  

  Is there a limit to the number of stars I can earn with my interactions?

  Yes, there is a limit to the number of times you can earn stars, depending on the type of interaction:

  
  

  
  

  INTERACTION	REWARD LIMITS
  Connect to Salsa’s Facebook page	Once every 12 months
  Follow Salsa on Facebook	Once every 12 months
  Connect to Salsa’s Instagram page	Once every 12 months
  Follow Salsa on Instagram	Once every 12 months
  Answer a questionnaire	Once for every questionnaire answered
  Review a product	Once for each product review (max. 5/day to max. 10/month)
  Update your information	Once every 6 months
  Enable e-mail permissions	Once every 6 months
  Enable telephone permissions	Once every 6 months
  Add STAR Wallet	Once every 6 months

  
  

• OTHERS
  I made a purchase without identifying myself as a STAR. Can I still use the benefits I'm entitled to?
  Yes, you have 90 days to ask for your purchases to be linked to your Customer account. You can have this done at any Salsa shop by presenting your sales receipt. You can also have this done by sending an e-mail to our Customer Care department at customer.care@salsajeans.com, together with a scanned copy of the sales receipt and the e-mail address and/or telephone number associated with your Customer account.
  
  I have two STAR accounts, how do I link them?
  You can send a request using the contact form below indicating the information (telephone number and/or e-mail address) associated with each of your accounts, and which account you wish to keep.
  

• DO I ADD TO MY BALANCE WHEN I BUY A GIFT CARD?
  Yes, when you buy a gift card, you add it to your balance.
  However, as you have already added balance with the purchase of the gift card, when you use it for a purchase, that transaction will not generate additional balance.

• HOW DO I GAIN ACCESS TO BENEFITS SUCH AS EXPERIENCES, EXCLUSIVE PRODUCTS AND OTHER OFFERS?
  It’s simple, all you need to do is earn stars.

• WHAT IS A PROMOTIONAL CODE AND HOW TO USE IT?
  It is a personal code, issued on special occasions, which allows you to take advantage of exclusive promotions on services and products offered by Salsa. The Promotional Code box is displayed on the first page of the Shopping Bag. After you have added your items to the Shopping Bag, enter your code and click Apply to obtain your new total.
  Register with Salsa Star and you will have more chances of receiving a Promotional Code.

• HOW CAN I REGISTER FOR STAR?
  You can join here or at any Salsa shop.
  If you're having problems, our Customer Care department will be happy to help you.

• HOW DO I EXCHANGE MY STARS FOR EXPERIENCES OR EXCLUSIVE PRODUCTS AND OTHER OFFERS?
  Find out what experiences and offers we have for you here. When selecting the experience and/or offer you want, and after it has been confirmed, the amount will be deducted from your stars.

• DO STARS HAVE A VALIDITY PERIOD?
  Stars will always be available until you use them for an experience and/or offer.

• WHERE CAN I SEE HOW MANY STARS I HAVE?
  You can confirm the number of stars you have in your Customer Area.

• HOW OLD DO I HAVE TO BE TO BECOME A STAR?
  Are you over 18? Then this programme is for you.

• HOW DO I ADD TO MY BALANCE WITH MY PURCHASES?
  Once you've identified yourself as a STAR, with each purchase you make at shops, outlets and online, 5% of the amount paid will be added to your balance, which will be valid for 180 days. Whenever your balance reaches multiples of €10, that is €10, €20, €30, etc., it will be converted into vouchers that you can redeem on a purchase made within the next 60 days. Your balance is non-transferable. Nothing will be added to your balance for: - purchases made at Salsa points of sale at El Corte Inglés or other authorised vendors; - purchases paid for with a coupon or gift card; - payment of services, such as hems or online order deliveries.

Product

• SIZE GUIDE
  How is the size of the product described?
  Consult the Sizeguide to find out your size in Salsa.
  
  How can I find out the size for my leg length?
  To find out the length of your leg you should measure the inside of your leg, from the crotch to your heel.
  Using the measurement of your leg in centimetres, you should choose the appropriate leg length by consulting the table that is available in the Sizeguide.
  

• PRODUCT MAINTENANCE
  How should I care for my items?
  You will find washing instructions that you should follow on the inside label of your item. If you are unsure about anything please contact us using the form below stating the reference number of the item whose washing instructions you are unsure about.
  
  Denim
  Denim items tend to lose their colour with use and this is due to the particular dying process using Indigo, where some particles on the surface are lost with each wash.
  Salsa advises you to always wash your jeans inside-out so as not to fade. Take them out of the washing machine as soon as the programme finishes so they do not get creased.
  When washing your jeans, use as little detergent as possible, preferably neutral or non-biological. Dry inside-out and never exposed to direct sunlight.
  Always follow the cleaning instructions in the label and pay special attention to jeans with applications or that are torn. Try to wash your jeans as rarely as possible to keep the initial look for longer.
  
  Natural Fibres
  

  Cotton/Linen
  Natural plant fibre that is strong and comfortable.
  Can be machine washed at a medium temperature with any kind of detergent. Some bleaches can be used on white items, never on coloured items.
  Can be tumble dried at a medium temperature.
  Since cotton is not elastic, it can become wrinkled after drying so needs to be ironed at a high temperature to regain its original shape.

  Wool
  Natural animal fibre that is flexible and pleasant to the touch.
  Care for your woollen items by hanging them on padded hangers, with nothing in the pockets, the buttons/zip closed and without a belt if there is one.
  The fibres are very sensitive to heat so items should be dry cleaned or hand-washed in cold water as they can shrink when machine washed.
  Do not use bleach on woollen items as it destroys the fibres. Air-dry the items, preferably lying flat and never hung and iron on the "WOOL" temperature while still slightly damp.
  It may gradually lose colour and softness with washing.
  
  Silk
  Natural animal fibre that is light and strong.
  Silk is highly reactive to chemicals (deodorant, perfumes etc.) and high temperatures; so silk items should be hand washed or cleaned by professionals. Do not tumble dry or steam iron.

  
  

  Synthetic Fibres
  

  Viscose
  

  Plant-based artificial fibre that is soft and cool.
  This fibre loses some resistance when damp and cannot support high temperatures during machine washing or ironing. Should be hand-washed. Do not wring or spin excessively to remove excess water and air dry out of direct sunshine.
  Iron from the inside, placing some kind of protection between the item and the iron and iron at no more than 110ºC.
  The fabric may shrink or expand if not washed according to the instructions. However, it normally reverts to its natural state if hung for 1 to 2 days.
  This kind of care also goes for items with a mixture of viscose, lyocell and modal for instance.

  Polyamide/ Acrylics and polyester
  These are synthetic fibres that are extremely durable and do not deform easily.
  They should always be hand-washed, particularly knitted items to increase the item's lifespan, though these items can also be washed in a machine at medium temperatures. Generally try to use a fabric softener to reduce the static electricity that is common in fabrics such as polyester.
  You can tumble dry at a low temperature to remove excess humidity, but dry the rest in the fresh air. This helps the item to maintain its original shape and not wrinkle. If you still need to iron, use a low temperature

  Polyeurethane
  It can normally be hand-washed, but for best results use dry cleaning.
  Always follow the cleaning instructions.

  
  

  Leather

  Leather and suede items must always be cleaned by a specialist.
  

  
  

  Dying

  The first 2 or 3 washes are fundamental to preserve dyed items such as denim or those dyed with pigments so take as much care as possible.
  Although we treat and finish all our dyed items, some natural pigments may still remain and are released in the first few washes.
  Therefore it is natural that they lose some colour in this period. Always follow the cleaning instructions for best results.
  

  
  

• STORE AVAILABILITY
  To confirm the availability of stock of a particular reference in a Salsa store, you can do it through our online store, on the page of the article, by clicking on “Find in Store”.

• PRODUCTS COMPOSITION
  To assist you during your purchase, we provide you with information on the composition of all garments. This information is available in detail for each garment.

General information

• CONTACT INFORMATION

  TALK TO US. WE CAN HELP.

  
  

  CHAT ONLINE
  You can contact us through our chat service, available on the bottom right-hand corner of the screen.

  
  

  WHATSAPP
  You can contact us via WhatsApp at 925 507 494. The telephone service is available from 7 am to 10 pm from Monday to Friday.

  
  

  E-MAIL
  Do you have any questions? Send us an e-mail to customer.care@salsajeans.com and we will reply to you as soon as possible.

  
  

  TELEPHONE
  You can phone us at +351 252 090 512 (International call price to Portuguese landline). The telephone service is available from 7 am to 10 pm from Monday to Friday.

• ONLINE COMPLAINTS BOOK
  You can make your complaints online by sending an email to: customer.care@salsajeans.com.

Infinity Program

• REPAIR SERVICE

  Which products can be repaired and altered?

  Repairs are made to Salsa denim items. This means you can request the repair service for your jeans, your denim jackets and your denim shirts. If any doubt arises as to the origin of your item, the assessment and decision to accept it for repair is up to the shop assistant.

  
  

  How long will it take to repair my product?

  The maximum time for repairing your item is 30 days. We always try to be as fast as possible so you don't have to wait too long for your item.

  
  

  Where can i request the repair service?

  Go to any official Salsa shop (except Salsa points of sale at El Corte Inglés or other authorised vendors). Our staff are available to assess your request and send it to our sewing department for repair.

  
  

  Do you accept items from other brands?

  The repair service is exclusively for Salsa items. But it doesn't matter where you bought your Salsa items; we’ll take care of them provided they’ve been washed before they're handed in.
  If any doubt arises as to the origin of your item, the assessment and decision to accept it for repair is up to the shop assistant.

  
  

  Do you repair all salsa denim items regardless of where they were bought?

  Yes! You can request a repair regardless of where the Salsa denim items were bought.

  
  

  How much does this service cost?

  Each repair has a set price, which you will be informed of when you choose the type of repair your item needs.

  If you’re a STAR customer, you can use your stars to pay for the repair service. One repair = 2,000 stars.

  If you don't have any stars yet, you can also pay cash for the service.

  This price list will give you an idea of what you will pay.

  
  

  TYPES OF REPAIRS	Cost in stars	Cost in €
  Decrease one size; Increase 1 size - FULL FIT; Increase 1 size - TO THE KNEE.	2000	30€
  Increase 1 size - WAIST ONLY; Replace zip; Turn Jeans into Totebag.	2000	25€
  Localised tear; Replace application; Hide stains.	2000	20€
  Make jeans shorter; Rips.	2000	15€
  Busted belt loop; Unsewn.	2000	12,5€

  
  

  What condition must the item be in?

  For hygiene purposes, we will only accept items that have been washed.

• COLLECTION
  What items can be donated to the infinity project?
  All Salsa denim items you don't wear any more can be handed in at one of our shops. For hygiene purposes, we will only accept items that have been washed.
  
  

  What are the benefits of donating an item?

  You’ll get 200 stars for each denim item you hand in at the shop. You can use your stars for unique experiences and offers. Discover them here.

  
  

  Where can i hand in the items i want to donate to the infinity programme?

  Go to any Salsa shop (except Salsa points of sale at El Corte Inglés or other authorised vendors). Our staff are available to assess your donated item and to send it on to where it can be given a new lease of life.

  
  

  What happens to the items donated to the infinity programme?

  Each item donated will be carefully assessed and, depending on the result, we’ll find the best possible new beginning for it: repairing it and giving it to somebody who can continue to treasure it or simply turning it into something new.

• WHAT IS INFINITY?
  Creating the perfect jeans is our daily commitment and, from now on, taking care of second-hand jeans is also one of our top priorities.
  We believe that denim can last forever and this is what our Infinity project is all about: reusing and giving our products the longest possible life cycle.
  We are experts in jeans and we have a mission: we don't want you to go without your favourites or give up on them without a second thought when they're still in good condition.
  So... what do we want?
  We want you to bring your denim items to us so that our team can assess them and advise you.
  At the end of the day, our goal is to take care of your jeans and repair them if you think they don't fit you any more or they’re not in the best condition.
  We have countless options: we mend torn jeans, we add patches, we make them one size bigger, we make them shorter, tighter... the possibilities are infinite, the choice is yours!
  And if you don't want to repair them, you can leave them with us.
  As denim experts, we’ll carefully assess the item you handed in and, depending on the result, we’ll find the best possible new beginning for it: repairing it and giving it to somebody who can continue to treasure it or simply turning it into something new.