Terms of service
Last Revised and Effective Date: 22 September 2026
Welcome to Trotie. These Terms and Conditions govern the use of the website trotieshoes.com and purchases made through it.
By using our website or placing an order, the customer confirms that they have read and understood these Terms and Conditions, without prejudice to any rights granted to them under applicable consumer protection legislation.
1. General Information
The website trotieshoes.com is operated by Joana Silva Unipessoal, Lda., the company responsible for the Trotie brand.
Company name: Joana Silva Unipessoal, Lda.
Portuguese tax identification number (NIF): 519570561
Email: hello@trotieshoes.com
Address: Rua da Fé 155, 4610-806 Felgueiras, Portugal
Throughout the website, the terms “Trotie”, “we”, “us” and “our” refer to Trotie and the company operating the brand.
2. Products and Orders
All products displayed on the website are subject to stock availability.
Product photographs, videos and descriptions are intended to represent the items as accurately as possible. However, minor differences in colour or appearance may arise from lighting, photography, screen settings or the natural characteristics of the materials used.
As our products are made from natural materials, including genuine leather, slight variations in texture, shade or finish may occur and do not, in themselves, constitute a product defect.
Trotie reserves the right to change products, prices, descriptions or availability before an order is completed.
An order is considered complete once it has been confirmed and paid for using one of the payment methods available at checkout.
If, in exceptional circumstances, a purchased product becomes unavailable after the order has been completed, the customer will be contacted and a refund will be issued where applicable.
3. Prices and Payment
Prices displayed on the website are shown in the currency selected by the customer, and applicable taxes are determined according to the order's destination and applicable legislation.
For orders delivered to Portugal and, where applicable, the European Union, displayed prices include VAT at the applicable statutory rate, unless otherwise stated.
For orders delivered to countries or territories outside the European Union, tax treatment, customs duties, import taxes and other charges may vary according to the destination country and the shipping method selected.
Where import duties and taxes are collected in advance by Trotie or the carrier, this information will be displayed during checkout whenever technically possible. If they are not included, they may be charged to the recipient by the destination country's authorities or carrier.
The payment methods accepted are those available at checkout at the time of purchase.
All transactions are processed through secure payment platforms.
4. Shipping and Delivery
Trotie orders are dispatched from Portugal.
We ship to the countries and regions available for selection at checkout.
Shipping costs and estimated delivery times are displayed before the order is completed.
The stated delivery times are estimates and may change due to circumstances beyond Trotie's control, including carrier delays, periods of high order volumes, customs procedures, weather conditions or other circumstances outside our control.
Trotie will monitor any issues involving the carrier and provide customer assistance, without prejudice to the customer's statutory rights.
The customer is responsible for providing a complete and accurate delivery address. Additional costs arising from incorrect or incomplete details may be charged to the customer where legally permitted.
International orders may be subject to customs procedures and inspections in the destination country.
5. Exchanges, Returns and the Right of Withdrawal
5.1 Right of withdrawal
The customer has 14 days from the date of receipt of the order to notify Trotie of their decision to exercise the right of withdrawal, without having to provide a reason, in accordance with applicable law.
A return request may be submitted through the Trotie customer account, available at https://account.trotieshoes.com, or by emailing hello@trotieshoes.com, stating the order number.
Submitting a return request does not mean that it is automatically accepted. Trotie will assess the request in accordance with these Terms and Conditions, and the customer must await the relevant instructions before sending the product back.
After notifying Trotie of the decision to return the product, the customer must send it back within the applicable statutory period.
Exercising this right does not affect the customer’s right to inspect and try on the product with the degree of care that would reasonably be permitted in a physical shop.
5.2 Condition of returned products
Products must be returned properly packaged and, whenever possible, with their original packaging and accompanying accessories, including dust bags, laces or any other items supplied with the product.
The customer must keep and handle the products with due care.
Trotie may take account of any reduction in the value of an item if it has been handled beyond what is necessary to establish its nature, characteristics, size and functioning, to the extent permitted by law.
For footwear, we recommend trying items on a clean, suitable surface to avoid damage or marks on the soles.
5.3 Return shipping costs
Except where the return results from an error by Trotie, an incorrect product or a lack of conformity covered by applicable law, the direct costs of returning the product are borne by the customer. Portuguese distance-selling rules expressly permit this where the consumer has been informed in advance.
Where available, Trotie may provide a return label or arrange collection of the item. In that case, the corresponding cost may be deducted from the refund, provided the customer has been informed beforehand and agrees to that arrangement.
5.4 Refunds
Once the returned products have been received and checked, the refund will be issued using the same payment method used for the purchase.
The costs of shipping the product back to Trotie are borne entirely by the customer and will not be reimbursed.
The refund will cover the value of the returned products.
Trotie may withhold the refund until it has received the returned products.
Upon receipt, products will be inspected to assess their condition and establish whether they were handled only as necessary to determine their nature, characteristics and size. If they show signs of use, damage or handling beyond what was necessary, a corresponding reduction in value may be taken into account in accordance with applicable law.
We recommend trying footwear on only on clean, smooth indoor surfaces. Wear marks on soles, unusual creasing, stains, scratches, odours or other signs of use may be taken into account when assessing any reduction in the item’s value.
5.6 Exchanges
In addition to the statutory right of withdrawal, Trotie offers size exchanges, subject to stock availability.
Exchange requests must be sent to hello@trotieshoes.com, stating the order number and the size required.
When requesting an exchange, the customer must provide photographs showing the condition of the product, including general views of the footwear and its soles, to confirm that it shows no signs of use, damage or alteration from its original condition.
The conditions applicable to any free exchanges will be those announced on the website at the time of purchase.
If the requested size is no longer available, the customer may, where applicable, choose another item subject to availability, or exercise any statutory return rights available to them.
If the replacement item costs more, the customer must pay the difference. No price difference is refunded for exchanges for lower-priced items.
6. Defective Products or Lack of Conformity
Returns made under the right of withdrawal should not be confused with complaints concerning defective products or lack of conformity.
Trotie products benefit from the rights and guarantees provided for under applicable consumer protection legislation.
If a product is incorrect, damaged or potentially non-conforming, the customer should contact us at hello@trotieshoes.com, preferably including photographs that allow us to assess the situation.
Once the issue has been confirmed, the remedies provided for under applicable legislation will be made available, without undue cost to the consumer.
7. Pre-orders
Some products may be offered for pre-order.
In such cases, the product page will indicate an estimated dispatch date or period whenever possible.
Dates stated for pre-ordered products are estimates and may change due to the production process or external circumstances.
If there is a significant change to the expected timeframe, Trotie will endeavour to inform the customer.
Purchasing a pre-ordered product does not remove the consumer rights provided for under applicable legislation.
8. Promotions and Discounts
Promotions and commercial campaigns are valid for the period and under the conditions announced.
Trotie may change or end future promotional campaigns without affecting orders already validly completed under previously announced conditions.
Unless expressly stated otherwise, promotional codes cannot be combined with one another or with other campaigns.
Certain products, collections or periods may be excluded from specific promotional codes where this is stated in advance.
9. User Conduct
The user undertakes not to use the website:
- for unlawful or fraudulent purposes;
- to infringe intellectual property rights;
- to transmit viruses, malware or any other harmful computer code;
- to interfere with the security or operation of the website; or
- to use automated systems in a manner that may harm the website or its users.
10. Intellectual Property
Unless otherwise indicated, all elements of the website, including photographs, videos, text, design, graphics, logos, trademarks and other content, belong to Trotie or are used with the authorisation of their respective rights holders.
Reproduction, distribution, modification or commercial exploitation of such content without prior written authorisation is not permitted.
11. Privacy and Personal Data
The processing of personal data carried out through the online store is governed by Trotie's Privacy Policy and the applicable legislation on personal data protection.
Customers should consult the relevant Privacy Policy for detailed information about the collection, processing and retention of their personal data, and about how to exercise their rights in relation to that data.
10. Resale and Commercial Use
Orders placed through the online store are intended for the purchase of products under the consumer sales conditions presented on the website.
Trotie reserves the right to contact the purchaser, limit quantities or cancel orders where there are objective indications of fraud, abusive use or purchases intended for commercial distribution that has not been agreed in advance, without prejudice to applicable law.
Requests concerning resale, wholesale or other commercial partnerships may be addressed directly to Trotie through its contact channels.
13. Dispute Resolution and Complaints
If the customer has a complaint or question concerning an order, they may contact Trotie at hello@trotieshoes.com.
In the event of a consumer dispute, the customer may refer the matter to the legally competent alternative consumer dispute resolution bodies, in accordance with applicable law.
14. Dispute Resolution and Complaints
These Terms and Conditions are governed by Portuguese law, without prejudice to any mandatory consumer protection provisions that may apply by virtue of the consumer's country of residence.
Any dispute shall be submitted to the competent courts in accordance with applicable legal rules, without prejudice to the use of available alternative dispute resolution mechanisms.
15. Contact Information
For questions relating to orders, products, exchanges, returns or these Terms and Conditions:
Email: hello@trotieshoes.com
Address: Rua da Fé 155, 4610-806 Felgueiras, Portugal
Instagram: @trotieshoes
16. Changes to the Terms and Conditions
Trotie may update these Terms and Conditions whenever necessary, including as a result of legislative, commercial or operational changes.
The version applicable to a particular order shall be the version in force when that order was placed.
Subsequent changes shall not prejudice rights already acquired or retroactively alter the terms of orders previously concluded.