Complaints and Dispute Resolution

Oito.Um is a brand that, since its inception, has promoted a healthy relationship with its customers, seeking their 100% satisfaction.
That is why we seek continuous improvement of the website and the selection and purchase process, we offer products that guarantee quality and durability, and we are committed to a quick and efficient response service to all requests that our customers send us by any means. contact.

What should you do when you are dissatisfied with a brand's product or service?
Oito.Um is seriously committed to the satisfaction of its customers and when a product does not meet the customer's requirements or expectations, we are available and interested in quickly and fairly resolving the situation that is affecting the purchasing experience.

If you are not satisfied with any situation related to Oito.Um, the first step will always be to contact us because we will certainly reach a solution.
Send us an email - to support @oitoum.pt - or contact us through the brand's social networks. We promise to give you a quick response.

Do you want to access the Electronic Complaints Book?

Complying with the provisions of Decree-Law no. customers, make complaints to the competent authorities.

If you choose not to contact us or consider that the resolution of the problem was not as recommended, you can access theElectronic Complaints Book portal directly.

Alternative Dispute Resolution

In the event of a dispute, the consumer can resort to the Alternative Consumer Dispute Resolution entities identified on the consumer portal, on the website www.consumidor.pt , or to the European Online Consumer Dispute Resolution entities identified on the website https ://webgate.ec.europa.eu/odr .

The currently existing alternative dispute resolution entities are as follows:

CNIACC - National Center for Information and Arbitration of Consumer Conflicts – Generic competence

Email: cniacc@unl.pt
Web: http://www.arbitragemdeconsumo.org

Algarve Consumer Conflict Information, Mediation and Arbitration Center

Geographic area covered - contracts concluded in the District of Faro.

Email: support@consumidoronline.pt
Web: http://www.consumidoronline.pt/

Consumer Dispute Arbitration Center of the District of Coimbra

Geographic area covered - contracts signed in the municipalities of: Arganil, Cantanhede, Coimbra, Condeixa-a-Nova, Figueira da Foz, Góis, Lousã, Mira, Miranda do Corvo, Montemor-o-Velho, Oliveira do Hospital, Penacova, Penela, Soure, Tábua, Vila Nova de Poiares.

Email: geral@centrodearbitragemdecoimbra.com
Web: http://www.centrodearbitragemdecoimbra.com

Lisbon Consumer Dispute Arbitration Center

Geographic area of ​​coverage - contracts signed in the Lisbon Metropolitan Area: Lisbon, Alcochete, Almada, Amadora, Azambuja, Barreiro, Cascais, Lisbon, Loures, Mafra, Moita, Montijo, Odivelas, Oeiras, Palmela, Seixal, Sesimbra, Setúbal, Sintra and Vila Franca de Xira.

Email: juridico@centroarbitragemlisboa.pt / director@centroarbitragemlisboa.pt
Web: http://www.centroarbitragemlisboa.pt

Porto Consumer Information and Arbitration Center

Geographic area of ​​coverage - contracts celebrated in the Metropolitan Area of ​​Porto: Arouca, Espinho, Gondomar, Maia, Matosinhos, Oliveira de Azeméis, Porto, Póvoa de Varzim, Santa Maria da Feira, Santo Tirso, São João da Madeira, Trofa, Vale de Cambra, Valongo, Vila do Conde and Vila Nova de Gaia.

Email: cicap@mail.telepac.pt
Web: http://www.cicap.pt

Vale do Ave Consumer Dispute Arbitration Center / Arbitration Court

Geographic area of ​​coverage - contracts signed in the municipalities of: Cabeceiras de Basto, Fafe, Felgueiras, Guimarães, Póvoa de Lanhoso, Póvoa de Varzim, Santo Tirso, Trofa, Vila do Conde, Vila Nova de Famalicão, Vizela, Vieira do Minho and Vizela .

Email: triave@gmail.com
Web: http://www.triave.pt

CIAB – Center for Information, Arbitration and Consumer Conflicts

Geographical area of ​​Amares, Arcos de Valdevez, Barcelos, Braga, Caminha, Esposende, Melgaço, Monção, Montalegre, Paredes de Coura, Ponte da Barca, Póvoa do Lanhoso, Terras do Bouro, Valença, Viana do Castelo, Vila Nova de Cerveira, Vieira do Minho and Vila Verde.

Email: geral@ciab.pt
Web: http://www.ciab.pt

Madeira Consumer Dispute Arbitration Center

Email: centroarbitragem.sras@gov-madeira.pt
Web: http://www.srrh.gov-madeira.pt

Of course. The first step is to consult our Size Guide . We also recommend carefully reading the description of the product you wish to purchase, as it may contain information about fabric compression or the cut of the item.
If you still have questions, please email us at support@oitoum.pt and indicate the models you're considering. Please mention that you've read this FAQ—that's where we always start!

At Oito.Um, we value exclusivity. We produce collections in limited quantities so that each customer feels unique. Therefore, once an item sells out, it's unlikely to be available again.
To not miss future opportunities, we recommend that you subscribe to our newsletter.

We're committed to fast delivery: 24 to 48 hours for Continental Europe. For islands, delivery times vary from 3 to 8 business days.
Deadlines are calculated from the date of shipment, not the date of order.
See all shipping times and costs in the Delivery tab. If you would like information about shipping to a country not listed, please contact us at support@oitoum.pt .

We always send a confirmation email shortly after your order is completed. If you don't find it, check your spam folder. If you don't find it, send us an email to support@oitoum.pt with your order number or the email address you used.

Confirmation is usually automatic. If you don't receive an email, you can log in to the website and check the order status in your account.
If you still have questions, please send us an email to support@oitoum.pt with your order number or associated email address.

Great! You can enter it at checkout in the promo code section.

You can use your Gift Card as a discount code during checkout in the coupon area.

There are several possibilities:


The code may have expired;

You may be typing the code with a typographical error;

The product may already have a promotional price (discounts are not cumulative);

You may be trying to use more than one code;

There may be a technical error.
If none of these apply, please contact us at support@oitoum.pt.


support@oitoum.pt.

Our website uses the 3D Secure system, which is mandatory for online card purchases. You must activate it through your bank's website or contact your account manager.
If your card already has 3D Secure activated and you still cannot complete the payment, send an email to support@oitoum.pt .

No problem!
If possible, we recommend choosing an address where someone is available during the day. Otherwise:

For mainland Portugal and Spain, you will receive an SMS with instructions to reschedule delivery;

For the Azores and Madeira, delivery will be made by CTT — the order will be available for collection at the nearest post office;

For other countries, you will receive an email with tracking information where you can manage the delivery.

Fill out the Exchange/Return Form available on the website.
Returns are accepted within 14 days of receiving your order, provided the items are in perfect condition and show no signs of use.
The first return is free for addresses in mainland Portugal.
In other cases, or when there is no prior contact with the brand, Oito.Um only assumes the costs if there is an error or defect attributed to the brand.
Please see Section 7 of our Terms and Conditions for further details.

Yes, we accept exchanges.
You have up to 30 days after receiving your order to request an exchange, as long as the items are in perfect condition and show no signs of use.
The first return (Mainland Portugal) is free; the shipping costs for resending the new item are your responsibility, except in cases of error attributed to Oito.Um.
Fill out the Exchange/Return Form to begin the process.

Exchanges and returns are only accepted for purchases made on the official Oito.Um website.
If you purchased from a retailer, you must contact that retailer directly.

If it hasn't shipped yet, we'll do our best to cancel it before it ships. Please email us at support@oitoum.pt with your order number.
If the order has already been shipped, you can cancel it, but shipping costs will be deducted from the refund.

Fabrics are chosen for their quality and performance.

For the first wash, it is recommended to wash by hand, inside out, in cold water and without mixing with other items.

In subsequent washes, keep the temperature low (max. 30º).

Avoid using fabric softeners.

Always dry inside out and in the shade.

Always consult the inside label for specific instructions.

We're here to help. Send us an email at support@oitoum.pt — we'll get back to you promptly.