Shipping & Returns

Shipping and Duties

Straight from Portugal

Index® mascot

Straight from Portugal

Index® mascot

We ship all domestic and international online orders Monday through Friday (excluding bank holidays) directly from our factory warehouse in Portugal. Shipments are sent via DHL Express for orders received from the EU and UK, and Fedex Express for orders received from Switzerland, U.S.A, Canada, and Japan. Shipping prices may vary depending on package weight and destination.

Orders will be fulfilled within 1 to 2 business days from the order date, pending credit card authorisation and item availability. Delivery transit times for international shipping zones are typically as follows:

EU
1–2 business days

Rest of Europe
1–2 business days

USA/Canada
2–3 business days
(Please add 1–2 business days for U.S. Pacific Coast States)

Rest of World
2–5 business days

Please be aware that all delivery times are estimates and subject to change during peak periods. Any updates or changes to delivery times will be reflected with on your tracking number once your order has left our factory warehouse.

Account for possible delays by all major carriers across the globe due to COVID-19 related issues.

Taxes

EU
There will be no extra costs incurred after confirming the purchase of your order.

Rest of the world
Additional local taxes and custom duties may apply depending on your location. Please contact your local customs authority for more accurate information. Such charges are not reimbursed by index®.

Cancellations

Once you receive an email confirmation that your order has been placed, the order may no longer be changed or cancelled. index® reserves the right to cancel your order in the event that an item is out of stock.

Uncollected packages

Uncollected packages are not eligible for refund by index®

Forms of Payment

We accept Visa, MasterCard, American Express, Apple Pay, and PayPal.

Returns & Exchanges

At index®, we go to great lengths making sure you are happy with your purchase, but we understand sometimes things don’t go as planned.

Billions of kilos of returned products and packaging ends up in our global landfills each year. As a small factory, we continuously work towards reducing the environmental impacts of the textile industry as well as any additional carbon emissions and harmful pollutants caused by eCommerce returns. Therefore, we strongly encourage you to refer to our extensive product description, fit sections, and size chart as a guideline to minimise unexpected surprises at your door. We recommend choosing one size bigger than your normal size. Or reach out to our customer service team.

If you have received a damaged, defective, or incorrect item, you may return or exchange it in the original packaging within 14 days of delivery date. Please ensure that the back-neck barcode sticker is still intact and that items are unworn, unwashed and undamaged. If your return is postmarked after the 14 day return allowance and the above conditions are not met, index® reserves the right to refuse your refund.

All returns must be sent with a trackable parcel service. We recommend using our DHL/FedEx account to ensure a quick, reliable delivery at a competitive price.

Kindly note that we do not refund the original shipping fees or pay for any additional return shipping postage.

Returns within 14 days

Index® mascot
How to Create a Return

If you wish to return a damaged, defective, or incorrect item, please contact us at orders@index.shop. In your message, please include your name, order number, reason for return, and the item(s) that you are returning.

After we receive and review your return request, we will send you a return-confirmation document that must be printed out and included, along with your items, inside the package.

Refund Processing Time

Refunds for returned products will be made as soon as possible after receiving your item(s). Please allow 10 working days for processing your return once it arrives at our factory warehouse. The refund will be issued to the payment method used for the original order.

Exchanges

We offer size exchanges for items *subject to availability. We do not accept exchanges for different styles or colours. If you would like to exchange for a different item, a new order must be placed.

Good to Know

Items that were purchased on sale or under a special promotional offer may not be returned or exchanged.

Additional duties, taxes or any charges that may be incurred as a result of the return or exchange will not be refunded.

index® is not responsible for lost or misrouted returns.

Returns within 14 days

Index® mascot