FAQ
Answers to our customers’ most frequently asked questions.
Product
All our models are handcrafted in Portugal.
Yes. We work solely with genuine leather carefully selected for its quality, comfort, and durability.
Because we believe special pieces deserve time, attention, and exclusivity. We produce in small quantities to preserve the quality of each pair.
We recommend storing the shoes in a dry place, protected from moisture and direct sunlight. For cleaning, use products suitable for leather.
Orders
Choose the model, select the desired size, and complete your purchase through our website.
After your purchase, you will receive a confirmation email with all your order details.
If you wish to change or cancel your order, please contact us as soon as possible. If it has not yet been dispatched, we will do our best to accommodate your request.
Once dispatched, changes to the shipment are no longer possible. Your statutory right of withdrawal remains unaffected, in accordance with our Exchanges and Returns Policy.
Shipping
Shipping is free for mainland Portugal. For other European countries, the cost will be shown at checkout.
Orders are usually delivered within 1 to 3 business days in mainland Portugal. For Europe, the estimated delivery time is 3 to 5 business days after dispatch.
Yes. We ship to several European countries. Costs and delivery times will be displayed at checkout.
Payments
We accept credit cards, MB Way, Multibanco payment references, Apple Pay and Google Pay.
Yes. All payments are processed through secure and certified platforms.
Yes. Whenever an active promotional code is available, you can apply it at checkout before completing your purchase.
Sizes
On each product page, you will find our Size Guide, designed to help you find your ideal size.
What if I am between two sizes?
We recommend checking our Size Guide and comparing the measurements with those of your foot. If you have any questions, our team will be happy to help.
Do the shoes fit true to size?
Yes. All our models follow standard European sizing, so we recommend choosing the size you normally wear.
Orders
How do I place an order?
Choose your model, select the size you want and complete your purchase on our website.
How do I know my order has been confirmed?
After placing your order, you will receive a confirmation email with all the details.
Can I change or cancel my order?
Once placed, an order cannot be cancelled. If you have made a mistake in your details, please contact us as soon as possible so that we can try to help before dispatch.
Shipping
How much does shipping cost?
Shipping is free to mainland Portugal. For other European countries and the USA, the shipping cost will be shown at checkout.
How long does delivery take?
Orders are normally delivered within 1 to 2 business days in mainland Portugal. For Europe and the USA, the estimated delivery time is 3 to 5 business days after dispatch.
Do you ship internationally?
Yes. Shipping costs and delivery times will be shown at checkout.
Exchanges
Can I exchange my size?
How does the exchange process work?
Do you accept returns?
Product
Where are Trotie shoes made?
Are the shoes made from genuine leather?
Why do you produce in limited quantities?
How should I care for my shoes?
Payments
Which payment methods do you accept?
We accept credit cards, MB Way, Multibanco reference payments, Apple Pay and Google Pay.
Are payments secure?
Yes. All payments are processed through secure, certified platforms.
Can I use a discount code?
Yes. Whenever a promotional code is active, you can apply it at checkout before completing your purchase.
Didn't find your answer?
We're just a message away. If you have any questions, we'll be happy to help.
TAG US @trotieshoes
If you are between two sizes or are unsure, please contact us. We will be happy to help you find the most suitable size.
Yes. Whenever a model has a different fit, this information will be indicated on its product page.
Exchanges
Yes. We accept size exchanges, subject to stock availability. The customer is responsible for the shipping costs associated with the exchange.
To request an exchange, simply contact us by email and send photographs of the item, as explained in our Exchanges and Returns Policy.
Yes. We accept returns within 14 days of receiving your order, in accordance with our Exchanges and Returns Policy.
To request a return, simply contact us by email. Return shipping costs are borne by the customer, except where otherwise required by law.
Refunds will be processed in accordance with the conditions set out in our policy.