FAQS

Here are some of the questions we receive most often from our customers and which we believe can be useful.

General Information

For any queries regarding Sacoorone.com do not hesitate to contact the Customer Care department:

  • WhatsApp: +351969722667
  • Phone: +351210046870
  • Email: customercare@sacoor.com

Customer Care hours are Monday to Friday, 9 am - 1 pm and 2 pm - 6 pm (GMT +8)

Yes, but if there is any difference between the prices that appear on the website and the prices that are marked on the parts' labels, the correct price will always be the one of the purchase invoice.

We do not have special promotions for items from the online store.

You must be over 18 and provide a home address in Europe for shipping and billing.

Items are kept in the shopping basket for 24 hours, be careful, as items are not reserved. When you are finished selecting the items you want to buy, click on “Basket” to place the order. The price and availability will be displayed. You can also edit your order at this stage. When you are satisfied with the order, complete your purchase.

After placing the order, you will receive a confirmation email. We will send you another email to notify you that the order has been sent, with the tracking number that allows you to track the delivery status of your order.

 

Tailoring is free for Sacoor Club member customers. Free tailoring is- limited to suits trousers:

  • Hem
  • Waist

The customer who buys items in the online store will be able to tailor in any of the Sacoor One stores.

My account

Yes. Subscribe to the Newsletter and receive information about the latest news from Sacoor One.

In your account you can choose not to receive any emails or information about Sacoor One. Fill in the data and save the changes.

If you don't remember your password, you can retrieve it in the Login field. You will receive an email with instructions on how to set a new password.

Click on Register at the top of the Sacoorone.com homepage.

Fill in the required fields on the form. Create new account. Confirm the user account.

From now on, you will be registered as a SacoorOne.com customer.

You can access your data, change it and cancel it in the "Profile" section, on the main page of Sacoorone.com.

Yes, in your customer area, you will be able to access the history of your purchases.

All the data you provide us with will be stored securely on our systems, so you don't have to re-enter it, making your future purchases faster.

Place an order

View the product (s) that interest you. Click on the article to enlarge the image and have more information about it.

Select an item and add it to the basket. Then you can choose to continue to purchase or process your order.

 

  • Choose a delivery method.
  • Select a payment method.
  • Confirm your order.
  • You will receive an email confirming your order.

Yes, when you access your customer area, you will be able to know at any time what state your order is in. To consult us about the delivery of an order, please contact our Customer Care through the following contacts:

Chat

  • WhatsApp: +351969722667
  • Phone: +351210046870
  • Email: customercare@sacoor.com

Yes, you will be able to delete the items you do not want before completing your order.

Yes, you can modify your order if it has not yet been finalized. If you want to modify your order once finalized, you must contact Customer Care.

To clarify any doubts in this respect, please contact Customer Care, through the following contacts:

Chat

  • WhatsApp: +351969722667
  • Phone: +351210046870
  • Email: customercare@sacoor.com

The unavailable sizes of an article appear shaded in gray, and cannot be selected. When an article is out of stock, it will be removed from our website.

Yes, except in cases where a particular article has been manufactured following artisanal processes (brushing, waxing, aging, etc.) in which small differences between articles of the same reference could be verified.

If, exceptionally, you receive an item that you did not order, you can return it or exchange it (exchanges, only at Sacoor One stores) as long as it has not been used. To that end, we refer you to our exchange and return policy. You can also contact Customer Care for further information.

To better identify your size, on each product page, you have a link with a Size Guide available for consultation.

 

 

No. The fact that you include an item in the basket does not guarantee your reservation or availability. There are items in high demand that can be sold out before formalizing the purchase, although they were available when you added them to your basket.

Transport and delivery

Currently, you can buy online 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, Kingdom United.

You can receive your order at the address of your choice (home, work, etc. - never at a post office), at a Sacoor One store of your choice, or at any of the attached Pick Up points.

Shipping charges are applied per order. The exact price of each shipment depends on the country of delivery. Orders placed until 12 noon are shipped in the same day. After this time, they will be dispatched the next business day. Delivery times depend on the selected shipping type:

PORTUGAL

  • Collection at Sacoor One store - 2/5 working days: free delivery
  • Normal Delivery - 2/5 working days: cost 4.95 euros
  • Normal Delivery (Islands) - 4/7 working days: cost 9.95 euros
  • Collection at PickUp Points - 2/5 working days: cost 4.95 euros

EUROPA (except Portugal)

  • Collection at Sacoor One store - 5/7 working days: free delivery
  • Normal Delivery (according to the country) - cost 9.95 euros
  • Express Delivery (depending on the country) - cost 15.95 euros

Sacoor One offers the delivery costs if you purchase above 150 € (final value and normal delivery), except for customs clearance. Deliveries are made from 9am to 6pm. To receive the order it is necessary to ensure that someone is at the address. During promotions, the delivery time may be longer than usual. We inform you that on local holidays, our warehouse will be closed, so those days will not be considered "working days" for the purposes of the delivery of orders:

- January 1

- moving day - Carnival

- moving day - Good Friday

- moving day - Easter

- April 25

- May 1

- June 10

- 15th of June

- June 24

- August 15th

- October 5th

- November 1st

- December 1

- December 8

- December 25th

Once you have placed your order, you will receive a confirmation email. If not, please contact Customer Care.

Yes, it can be a different country.

As soon as we start packing your order, we will send you an email with delivery information and a link that allow you to track your online order.

In case you have chosen the delivery option in the store, you will be able to check if it is already available for collection or not, through the status of your order. You have 15 days to collect the item from the store.

You will have to pick up your order at the collection point within 10 working days, after which the order will be returned to Sacoor One and canceled.

Due to transportation restrictions, we are currently unable to ship pressurized or flammable items by air.

Returns

You have 15 days from the moment you receive your ONE order to exchange or return an item. It couldn't be easier. Try your item at home and then tell us if you would like to try a different size, a different model or simply return the item. We collect what you are not comfortable with in your home, work or other address.

 

STEP 1: Fill in the online return form

Go to Sacoorone.com and Login.

Select the "my account" option in the upper right corner of the website.

Choose the item (s) you want to return and select the reason for the return.

2nd STEP: Wait for contact

Waits our contact via phone / via email in the next 24 business hours, to schedule the collection. Please validate and confirm that your contact details are up to date.

STEP 3: Place the item in the box

Use the original packaging in which you received the order or another cardboard box, as long as it is not damaged.

Close the box and seal it with tape.

Make sure the box does not contain any labels, stickers or other materials from previous shipments, and stick the return label, which you received inside the box.

STEP 4: Collect the article

The transport company will drop by at the address indicated by you to collect your unwanted items (business days). You can also choose to return at a Sacoor One store or at a Pick Up Point.

5th STEP: Refund

After receiving and analyzing the product, we send you a return notice by email, confirming the reception of the order. The refund of the amount paid will always be made using the same payment method used for the purchase. For payments with ATM reference, the refund will be made by bank transfer, within a maximum period of 15 working days.

Returns made in a Sacoor One store will be made within a maximum period of 15 working days after ordering, via bank transfer.

If you want to take any questions, you can contact our Customer Care team through:

  • Chat on Sacoorone.com
  • WhatsApp: + 351969722667
  • Phone: +351210046870
  • Email: customercare@sacoor.com

To make a return of an order paid by Multibanco, you only have to follow the same procedure that has been indicated so far, either in a physical store or through "My Account" in our online store. When making the return request, you will be asked to fill in your IBAN so that the bank transfer can be made. After receiving the items back at the warehouse, we send an email with confirmation of the return processing.

After we have approved the return and your bank is processing (the estimated time varies according to the bank), you will receive a confirmation email stating that, within a few days, you will receive the corresponding amount in your account (excluding the amount of the shipping).

If the return was made at a Sacoor One store, the return is made within a maximum period of 15 working days after the refund, via bank transfer.

Sacoor One only sells items in perfect conditions, so if, exceptionally, you receive a defective item please contact our Customer Care.

No. Returns are free.

Sacoor One will contact you to schedule the collection date.

Exchanges

You can exchange the item (s) at Sacoor One stores. If you want to collect at home, you must follow the procedure for returns, through the website.

Exchanges are made within a maximum period of 15 days after receive an order.

Yes, you can exchange your items at Sacoor One stores.

Payment

We have the following payment methods: Credit Card, Multibanco Reference (Portugal) and Paypal.

Yes, the data is transmitted in an SSL encrypted form. For payment with credit cards it is necessary to introduce the CVV (Card Verification Value), a code printed on the card that is used as a security measure in e-commerce transactions.

Your card can be declined for the following reasons:

  • The card may be expired.
  • The card may have reached the limit amount allowed to make purchases. Please check with your bank if the limit amount on your card has not been exceeded.
  • The data entered is not correct. Please check that you have completed all required fields correctly.

Yes, you can get an invoice by entering the data in the billing address field.

Practical and secure payment method. Always keep your mobile and email details updated! It is very simple, follow the instructions:

  • 1 - Place your order and choose the ATM payment method.
  • 2 - You will receive an email with the payment details.
  • 3 - Make the payment at an ATM or Homebanking service:
    • Select the Payments and other services menu;
    • Select the option Payment for services / purchases;
    • Insert the data you received: Entity, Reference and Value.

If you do not pay within 3 days, the order will be canceled.

If you do not pay within 3 days, the order will be canceled.

If you do not pay within 3 days, the order will be canceled.

Please follow the instructions below:

  • 1 - Place your order and choose the PayPal payment method
  • 2 - You will be redirected to a Paypal security page, where you will have to identify yourself on your PayPal account, and finalize the order. In case the PayPal platform informs you about the non-acceptance of the payment, you will be offered another method of payment on the Sacoor One website. The address used to deliver your order will be the one you defined on the Sacoor One website.

Gift Certificate

The gift slip allows the Customer to send an order to whomever he wants without an indication of the price, and also to add a personalized message.

You can select this option during the Checkout process. If you need more than one Gift Certificate, please contact our Customer Care.

Yes, during the Checkout process, you can enter a short message, which will be printed and included in your order.

The return of a product offered must be made by the person who offered / bought it. In this case, to proceed with the return, you must contact the person who bought it, in the sense that he proceeds to return it, according to the return conditions.

The recipient can also return or exchange the order by going to any of our Sacoor One stores in Portugal.

Gift Card

You can purchase a Gift Card at any Sacoor One store.

You can use your Gift Card at any Sacoor One store and Sacoorone.com. You can use your balance in whole or in part. After being used in its entirety, the card is inactive and it is not possible to reload it.

The Gift Card cannot be returned.

Gift Certificate

The gift slip allows the Customer to send an order to whomever he wants without an indication of the price, and also to add a personalized message.

You can select this option during the Checkout process. If you need more than one Gift Certificate, please contact our Customer Care.

Yes, during the Checkout process, you can enter a short message, which will be printed and included in your order.

The return of a product offered must be made by the person who offered / bought it. In this case, to proceed with the return, you must contact the person who bought it, in the sense that he proceeds to return it, according to the return conditions.

The recipient can also return or exchange the order by going to any of our Sacoor One stores in Portugal.

Sacoor Club

Sacoor Club is the loyalty program of Sacoor Brothers, Sacoor Outlet, Sacoor Kids and Sacoor One, launched in 1991. Being a member means having 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 Club member with corresponding benefits.

Our loyalty program is free and will make your shopping experience more enjoyable. Being a member allows you to improve your shopping experience, with services that make each visit to our stores more rewarding.

To become a Sacoor Club member please visit our website www.sacoorone.com, create an account and receive all the benefits of joining, accepting the terms and conditions. Alternatively, any member of the staff at our stores will be available to assist you. When you join our online program, your account is automatically activated as soon as you finish registering.

Sacoor Club is a cardless program. As a member you can identify yourself at any participating store or by presenting your phone number and personal identification card (with valid photo) to accumulate Points and use your benefits. Some examples of this type of documents include your B.I., passport or driving license.

Sacoor Club allows you to accumulate points with any purchase at participating stores.

Points in the Sacoor Club program are valued as follow:

  • Tier Points that are earned on each purchase and help you reach the next member level to access a wider world of benefits

How to earn points quickly is something that all our customers are interested in, so any purchase at a Sacoor One store entitles you to Points, even in special campaigns.

Whenever you buy at Sacoor One you earn Tier Points. Tier Points are used only to determine your status, from Silver to Gold and Platinum. This type of points cannot be spent.

Your Tier Points are calculated using only the net purchase price, free of the respective deductions and discounts.

Silver 0 - 499

Gold 500 - 1499

Platinum> 1500

Sacoor Club members earn a number of Tier Points equal to the purchase price, net of all deductions and discounts. This means that if your purchase value is 100 euros, you will earn 100 Tier Points. The amount of Tier Points you earn on a purchase corresponds to the amount you pay for your purchase.

Tier Points are credited to your Sacoor One account immediately after you have made a purchase.

No. Your account is personal and the Customer must identify himself in our stores to earn / spend his Points. This is our procedure to ensure that your account is protected and that you can enjoy your benefits safely.

Yes you can. We offer Points on all items.

The Sacoor Club has three member statuses. They are Silver, Gold and Platinum. Each new status brings you new benefits that improve as you progress to Sacoor Club status. So you can expect to access benefits like free home sewing. As soon as you become a member, you can start accumulating Points in your purchases with Sacoor One. By accumulating Tier Points you will be able to achieve Gold and Platinum status.

The number of Tier Points you need to accumulate to achieve Gold and Platinum status varies depending on the country where you are registered. You can find this information online.

Your Tier Points are valid for 12 months from the date they are earned. In the same calendar year that your Tier Points expire, they will be removed from your account at the end of the month. For example, if you earned Tier Points in June 2019, these Tier Points will expire on June 30, 2020.

Your Silver, Gold or Platinum status is valid for a maximum period of 12 months from the date this status was assigned to you until your Sacoor Club Level Review Date. However, if at any time during this period you have accumulated enough Tier Points to level up, you will be promoted before the end of this period and given a new expiration date.

Your Status Review date happens on the last day of the month, 12 months after you have achieved Sacoor Club status.

The accumulated points are valid for a period of 1 year. The card is renewed each year and the status corresponds to the total points for each year

Sacoor Club status benefits are valid for a maximum period of 12 months from the date it was assigned until the Revision Date of the same.

The benefits you can enjoy in each Sacoor Club Status are several, from discounts to the Suit Care service.

- 10% discount Sacoor Club

- Birthday offer

- Tailoring Service

- Special promotions

- Discount 20% Sacoor Club

- Birthday offer

- Tailoring Service

- Special promotions

- Atelier Sacoor

- Free home delivery (only available in certain locations)

- Free suit care (only available in certain locations)

- Invitation to events

- Advance reservations in times of special promotions

- Partnerships (only available in certain locations)

-30% discount Sacoor Club

- Birthday offer

- Tailoring Service

- Special promotions

- Atelier Sacoor

- Free home delivery (only available in certain locations)

- Free suit care (only available in certain locations)

- Invitation to events

- Advance reservations in times of special promotions

- Partnerships (only available in certain locations)

  • Sacoor Club Silver members earn:
  • Sacoor Club Gold members earn:
  • Platinum Sacoor Club members earn:

Eligible Sacoor Club members must have reached the age of majority in the country where they enroll in the Sacoor Club.

If you are a Silver, Gold or Platinum member, you can take advantage of a corresponding discount:

  • Sacoor Club Silver member: 10% discount
  • Sacoor Club Gold Member: 20% discount
  • Platinum member of Sacoor Club: 30% discount

Your Sacoor Club Discount cannot be combined with other existing offers, promotions or discounts.

Sacoor Club members are entitled to receive a 50% discount as a birthday gift. If the articles already have 50% discount, an extra 10% discount will be granted. There is no limit to the number of items that customers can purchase during the 7 days following the actual anniversary day. The customer must show a valid identification card at the time of purchase.

“Home delivery” allows Gold and Platinum members to have their items that have benefited from the tailoring service delivered to their home or hotel within a 50 km limit of the store where they were made (terms and conditions also apply for online store). This benefit may only be available in certain locations.

Suit care allows Gold and Platinum members to bring their suits to any of our Sacoor One stores so we can keep them. The suits will be kept for a maximum period of 6 months. This benefit may only be available in certain locations.

The Sacoor Club account is personal. Your family and friends will have to create a new account if they want to be part of Sacoor Club.

If you need to change your name, date of birth, residence or any other information, you can do so by logging into your Sacoor Club account at Sacoorone.com.

No. You will need to register again at Sacoorone.com.

No, you can only have one Sacoor Club account.