Question 1

How long will delivery take and how much will it cost?

Accepted Answer

Nothing makes us happier than knowing that your order has been shipped safely, so that it can arrive as quickly as possible!

We strive to have the best carriers working with us to provide you with the most suited shipping options and price, this means that shipping costs can be applied depending on the country of origin and destination of your order and also the shipping method you choose (standard or express). All available options and corresponding delivery times will be presented at checkout before completing your payment.

Please bear in mind that our orders can be delivered any working day from 9h00 to 18h00, and that orders with more than one item might be delivered separately, as it may depend on where it is being sent from.

Question 2

Which countries do you ship to?

Accepted Answer

We currently ship to all countries within the European Union (except Malta), United States of America and Canada.

Please take into consideration that we are unable to ship orders outside of the country's mainland.

For example:

UK: Channel Islands, Isle of Man
US: Alaska, Hawaii, Puerto Rico and Millitary Bases
Spain: Canary Islands, Ceuta and Melilla

Question 3

Where do you ship from?

Accepted Answer

Your order will be shipped directly from our partner's brands, which are located in the European Union and, for orders placed in North America, the United States of America and Canada. This means that the shipping country may vary, depending on the item you choose and your location.

Question 4

Do I have to pay for Import Duties or Taxes?

Accepted Answer

No duties will be charged. Taxes will be already included in the price you see online, so you won't have any surprises when you pay for your order.

For the US and Canadian market, this is a bit different! Please bear in mind that the price that you see, might not be the same to your checkout price. Please take into consideration that this tax is not imposed by Overcube, but a state-wise tax.

Question 5

How can I place an order with Overcube?

Accepted Answer

Buying with Overcube is very easy and we are here to help you through the process. Start by adding the item in the size you want to the shopping cart. Choose the delivery address, select the most convenient payment method for you and within a few days your order will be knocking at your door! If you have any further questions our doubts, please don't hesitate to contact us! We'd be more than happy to help!

Question 6

How will my order be packaged?

Accepted Answer

That feeling when your online order arrives! Unpacking it, knowing that someone took time to guarantee you have a great shopping experience, and that you are left with a smile on your face. We won't reveal everything just now, but we can tell you that your new item is very well protected and that it will have all the accessories provided by the brand. We guess you have to order to find out the rest!

Question 7

Do you deliver to PO Boxes?

Accepted Answer

We don't deliver orders to PO boxes for security reasons, as we want to make sure that the package is delivered to the actual person that ordered it. For this reason, the carrier driver will request your signature upon delivery.

Question 8

How can I track my order?

Accepted Answer

Are you that anxious? We understand why! That's why we'll keep you informed about the progress of the order via email.

As soon as the article is sent you will receive an email with the tracking number and a link to the site where you can find out exactly where your new pair of shoes or accessory is.

Question 9

My order is late, what should I do?

Accepted Answer

Oh, no! We apologize that you haven't received your order within the 3 to 7 working day period. As the order may be shipped from different points within the European Union, United States and Canada, it may take a little longer to arrive.

Please contact us, and we will be happy to locate your order and give you more information!

Question 10

Can I cancel or change my order after payment?

Accepted Answer

Our team works directly with the brands to be able to ship all orders as quickly as possible. So, if you change your mind, we'll do our best to try to cancel your order or change the details, but if we're not in time, you can always return or exchange the item you bought. Contact us to help you find the best solution!

Question 11

I was not at the delivery address on the delivery date, what should I do?

Accepted Answer

Don't worry! The carrier who tried to deliver the order will leave a notice or contact us, however:

- DPD will try to deliver the order the next working day;

- Both UPS and DHL leave a transit notification and wait five working days before they send the parcel back to us. It is also possible to forward the parcel to a nearest collection point.

Question 12

Do you have insurance with the carrier and do I have to sign at the time of delivery?

Accepted Answer

We want to keep your parcel safe during its journey to you.

Therefore, we always ask for your signature at the time of delivery to make sure that your order has arrived safely and securely.

Question 13

Can I change the delivery address?

Accepted Answer

We understand that when you order online you may need some time to decide if you want to keep your order. For this reason we have a 30 day return policy. It is our mission to make this experience as simple and transparent as the purchase.

Before initiating the return process, make sure that the products you are returning are in perfect conditions, with the brand labels and no signs of use.

Returning with us is easy! You can send your return to the address on the label on the front of your parcel. Please make sure to keep proof of postage for any returns. If you did receive a return label enclosed in your Overcube box, please feel free to use the pre-paid return label.

Once you've initiated the return, you will receive an email with extra information on how to return the item.

Question 14

How do I return an item?

Accepted Answer

We understand that when you order online you may need some time to decide if you want to keep your order. For this reason we have a 30 day return policy. It is our mission to make this experience as simple and transparent as the purchase. Before initiating the return process, make sure that the products you are returning are in perfect conditions, with the brand labels and no signs of use. Watch the video to find out how to start the return: Desktop: Here Mobile: Here Returning with us is easy! You can send your return to the address on the label on the front of your parcel. Please make sure to keep proof of postage for any returns. If you did receive a return label enclosed in your Overcube box, please feel free to use the pre-paid return label. Once you've initiated the return, you will receive an email with extra information on how to return the item.

Question 15

Can I return an item?

Accepted Answer

Of course you can! We understand that when you order online you may need some time to decide if you want to keep an item or not after you receive it. For this reason, you have 30 days to return your order. Whether you’ve changed your mind, or the item you’ve selected doesn’t fit you, or even if it’s not what you expected, use our free returns service and schedule the collection.

Question 16

When and how will I receive my refund?

Accepted Answer

As soon as we receive confirmation from the brand that they have received the item and that it is in perfect condition (unused, washed or damaged, with the brand and original box labels included), we will then begin the refund process back to the original payment method.

If you have asked to exchange an item, the refund will be processed through a voucher that you can then use on your next purchase. If you have requested a refund for the same payment method, please note that we only refund the value of the item - shipping costs will only be refunded if the item is damaged or if the item sent does not correspond to what was ordered. If you have returned the item by your own means, the shipping costs will not be refunded.

This process can take up to 10 working days.

Question 17

When and where does the collection happen?

Accepted Answer

Once you’ve initiated the return process online, you can choose if you want a collection to be scheduled at the address you provided or you may also take your parcel to a drop off point, so that it can be delivered back to us. After this, if you want to make any changes regarding the collection date or address, feel free to contact our Customer Service team. If necessary, we'll get in touch with you to review details or anything else you may need. Easy like Sunday morning!

Question 18

Can I return an item using my own means of transport?

Accepted Answer

Why spend money on the return, when we have free returns?! However, it is possible to return the item using a different carrier, but please remember that Overcube cannot be held responsible for any theft or loss during transport and any costs associated, therefore we strongly encourage you to use our free return service.

Question 19

How do I package my item for return?

Accepted Answer

Start by placing the items inside the original brand box, and then inside the Overcube box. Seal the box and stick the return label* on the outside of Overcube's box (please cover or remove the previously used shipping label).

*A printed return label is provided on your original order box. If a return label wasn't sent with your order, please contact us.

Question 20

Can I exchange a product?

Accepted Answer

We want your shoes to be the perfect fit for you. If you've ordered a size that doesn't fit you perfectly, use our free returns service. Once we receive the item back, we will place a new order in the size that you wish of the same model. If by any chance, the size that you wish is not available we will refund you back into the original method of payment.

Question 21

Is it safe to buy with Overcube?

Accepted Answer

Our priority will always be to provide you with a safe and secure shopping experience. To do this, we have carefully selected some of the best practices to safeguard the integrity of your data. We only use protected connections, as demonstrated by the "https" URL prefix and the lock symbol that appears in the browser's address bar. For more information, check our Privacy Policy.

Question 22

Which payment methods can I use?

Accepted Answer

As an extra security method, your transactions use two internationally recognized platforms for their reliability and security: SIBS and PayPal. With Overcube, you can pay by credit card and Paypal. If you are in Portugal, you can also make payments using ATM Reference and MBWAY.

Question 23

When will Overcube charge my credit card

Accepted Answer

After you finish checking out, the sum total of your order is pre-authorised by your Credit Card, which means that the amount is reserved to Overcube. After that, your bank will charge that amount which will be debited to us, which may take a couple of days to happen.

Question 24

I did not receive my payment confirmation email, what should I do?

Accepted Answer

An automatic email will be sent once you complete your payment. If you didn't receive any emails, have a look at the trash/spam folder, or even sign in your Overcube account to check the order status. If you don't see an order there, maybe the payment wasn't successful. Get in touch with us, we will help you figuring out what happened.

Question 25

Where can I find my invoice?

Accepted Answer

You're invoice will be sent with your order inside the Overcube box. If you need another copy, we can email the invoice to you! Contact us and we'll send it out to you!

Question 26

I am having issues with my payment, what should I do?

Accepted Answer

If you are not able to proceed with your payment, contact your payment provider and confirm that everything is OK, from their side. Don't forget to mention you are buying online with Overcube, as they may be blocking your payment, for security reasons. Once you've done this and are still having issues with the payment, let us know and we'll do our best to help you!

Question 27

Can I use Klarna to Pay? If so, how does Klarna work?

Accepted Answer

Klarna Payment Method is available in the UK and is a Swedish payment service provider that takes end-to-end responsibility for your payment. Klarna is the provider of Smoooth payments to more than 100,000 online stores. Over 60 million consumers worldwide have trusted Klarna to securely handle their payments.

How does Pay later work? Once your order's confirmed, you'll receive an email with payment instructions within two days from Klarna. You'll then have 30 days to decide if you wish to keep the order or not. Complete the payment online, at your convenience, with no extra cost.

Am I eligible for Pay later? To use Pay later you must be at least 18 years old. Whilst this option is widely promoted, Pay later is subject to your financial circumstances. When choosing Pay later, Klarna’s assessment will not affect your credit rating.

What do I need to provide when I make a purchase? If you want to make a purchase with Klarna, you'll need to provide your mobile phone number and your email address. The mobile number is required in case Klarna need to reach you. All statements will be sent to your email address. It's very important that you give Klarna the correct details, as otherwise you will not receive the payment information and so will be liable for delayed payment fees.

What are my payment options with Klarna? You can pay with debit or credit card immediately in the checkout or take advantage of our Pay later payment option, where you can pay for the goods once you have received them via credit card or debit card.

What happens if I cancel or return my order? As soon as Overcube has accepted your cancellation/return, then Klarna will cancel the statement or refund your payment.

I have been asked to go to Klarna's site. Is this correct? If you have chosen to Pay later, Klarna will send you an email with further details on how to pay. Your email will contain a link to Klarna where you can settle your payment with your credit or debit card.

Is my payment information safe? Payment information is processed securely by Klarna. No card details are transferred to or held by Overcube. All transactions take place via connections secured with the latest industry standard security protocols.

Can I pay before the due date? You can pay for your order at any point after you receive the email from Klarna with the details of your payment on. Just follow the instructions on the email you receive to pay for your order.

Have you received my payment? If you pay by card, Overcube will confirm your order right away. If paying by Pay later, Klarna will send you a payment confirmation to the email address that you have used for your order. If you have made a payment but not received the payment confirmation, you can always check the status of your order and payments by logging in at www.klarna.com

I have cancelled my order. How long will it take until I receive my refund? As soon as the store has registered your cancellation or your return, the refund will be processed within 5 business days.

I have asked for a refund. How will I be refunded? If you have paid for your order with card, the refund will be made back to the same card. If you have not paid the statement yet, then the refund will reduce the statement or cancel it completely.

Question 28

How can I create an Overcube account?

Accepted Answer

Creating an Overcube account is very easy, and your data will be automatically saved for future purchases, in addition you will also have access to discounts and features unique to registered customers.

Enter your email address and personal information (name and address of delivery), create a password, accept our terms and conditions and you can start to buy!

Question 29

I'm not receiving emails from Overcube, what should I do?

Accepted Answer

Please check your spam/trash, just to double check that it hasn't gone there. If you see that our emails aren't there, please contact us, so that we can get that sorted for you!

Question 30

I forgot my password, what should I do?

Accepted Answer

Let's get you a new one! When you are trying to sign in, click on "Forgot Your Password", tell us your email address and we will send you an email with super easy instructions to follow.

Question 31

How can I change my account details?

Accepted Answer

Change your account details at any time by signing in and selecting: My Details. Yes, it's that easy!

Question 32

How can I delete my account?

Accepted Answer

Really?! We would like if you stayed around. But...If you'd still like to deactivate your Overcube account, use your email and password to login to your account, once your on there access your account page, and choose the option "Account Deletion" insert your password, and click on "Delete Account".

Question 33

Will my personal details be protected with Overcube?

Accepted Answer

Overcube takes data protection very seriously and makes sure that your personal information is completely safe and will only be shared with third parties where they abide by applicable data protection legislation. Learn more about this in our Privacy Policy

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