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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.
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.
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
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HOW IS THE SIZE OF THE PRODUCT DESCRIBED?
Consult the Size guide to find out your size in Salsa.
If you have any questions regarding sizing that have not been answered in this area, please contact us using this form stating your question, item reference and sizes that you are unsure about.
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 Size guide.
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 MAINTENANCE
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 MAINTENANCE
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 MAINTENANCE
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 MAINTENANCE
Leather and suede items must always be cleaned by a specialist.
DYING MAINTENANCE
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”. You can also contact us by the contact form. Please indicate the desired reference and siz
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.
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HOW DO I PURCHASE A PRODUCT?
If you have any questions about how to place an order on our online store, please watch this video, which will help you to follow the steps required to complete your order process.
Don’t forget that your order will only be placed on our system when you see the confirmation window.
Are you still having problems placing your order? Please contact us using this form describing the difficulties you are experiencing.
CHECK THE STATUS OF MY ORDER
Enter the My Account area and select Purchase history.To view the details of your purchase and the shipping information select the option Details.
HOW CAN I RETURN A PRODUCT?
To find out how to return an item on our online store please watch the video below, which shows you the steps to follow.
Don’t forget that your request for a return is only submitted when the whole process is complete. You will receive an email confirming your request for a return at the end.
If you have several items to send back in the same order, you will need to place them together to exchange or return them. After you have requested the exchange or return of an item in the order, our site will not allow you to request another exchange or return.
If your order has been placed as an unregistered customer, you should start this process by going to the last email you received from Salsa regarding this order. The subject of this email is “Confirmation of Dispatch/ Invoice”. In this email you will find a link which will allow you to request an exchange or return.
You can also return your order at a Salsa store of the same country where the order was placed, without placing the online return process.
At a Salsa store, if you choose the refund by the same method of the payment (Visa/Mastercard, Paypal or Multibanco), it is not done immediately, it will be processed within 15 days. If you choose the refund by voucher, it is sent to your email and phone at the time of the return and you can use it in that moment, at the store or at the online store.
If you still have queries regarding the returns process, please use this form to contact us, describing the difficulties you are experiencing. Please state your order number so that we can help you as quickly as possible.
ORDER INVOICE
To get an invoice for your purchases, we suggest you create an account with the tax information required for issuing an invoice. This means the invoice will always be available in PDF format in the Purchases and Returns section under “See Details”.
If a purchase is made by an unregistered customer, the invoice will be sent in the e-mail confirming your order has been shipped.
If you have any other questions on the invoicing process, please contact us using this form and indicating your order number
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 profile tab and choosing the "E-Gift Sale" option; 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.
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 My 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 Exchanges and 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.
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 using the form below 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 using the form below 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.
STILL HAVE QUESTIONS? CONTACT US
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 using a Multibanco reference (only for Portugal), we will contact you by email requesting the bank account number to which we should refund the amount.If you have any additional questions please contact us using this form, stating your order number.
HOW MANY ORDERS CAN I PLACE?
In our online store there are no limit of orders if you choose the payment method VISA/MASTERCARD or PayPal.In the case of orders paid by Multibanco, it is only possible to have 2 orders awaiting for payment. If you place more orders under this conditions, Salsa reserves the right to cancel by entry order of these orders. If you have reached the limit orders awaiting for payment by Multibanco, in order to be able to do a new order, you should pay your orders or contact us by the contact form below so we can cancel them.
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DELIVERY TYPES AND TIMES
COUNTRYSHIPPING CHARGES(€)DELIVERY TIMEPortugal (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 daysPortugal (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 daysSpain (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 úteisFranceSTANDARD
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 daysGermanySTANDARD
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 daysLuxembourgSTANDARD
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 CountriesSTANDARD
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 daysUnited States of AmericaEXPRESS
Home delivery | 14,90$1 business day to East Coast
2 to 3 business days to West Coast
STILL HAVE QUESTIONS? CONTACT US
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 “Purchases and Returns” section under the “See Tracking” option.
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,
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
COUNTRIES WHERE ONLINE SHOPPING IS AVAILABLE
At this moment, you can shop from anywhere in the world, but the billing adress and delivery address must be in the European Union.
IT IS POSSIBLE TO PLACE AN ORDER FROM A DIFERENT COUNTRY 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.
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PAYMENT METHODS
We accept the following payment methods:
Universo Flex, Multibanco, Visa, Mastercard, AMEX, PayPal, Mbway, Pay later, Amazon Pay and Google Pay
INSTALLMENT PAYMENT METHODS
We have a payment methodUniverso Flex that allows you to split the price of your order into instalments.
SECURITY
For Salsa Jeans, the security of online shopping is fundamental. Transaction data are processed using SSL encryption, with the entity.
Salsa’s online shop also uses VeriSign and ATW certification to ensure maximum protection of your data.
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.
Only SEC (Secure Electronic Commerce) transactions will be accepted for Visa and MasterCard payments. After confirmation that your card is part of the SEC system, a connection is made to the issuer bank for it to authorise the customer to make the purchase. As soon as the bank confirms the authentication, the charge is made to the card. Otherwise, the order will be cancelled
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 Salsa office 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
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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
All products purchased online can be returned quickly and easily at any physical shop. In this case, you should go to your closest shop with the items to be returned and the electronic invoice attached to the Order Confirmation, which is also available in the Customer Area (Purchases and Returns). Once you’ve returned your items, you will receive an e-mail confirming the return.
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
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.
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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.
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.
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.
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 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.