FAQs
You can find the Size Guide just below the Add to Cart button, in the same section where you usually find the Description and Additional Information items.
What if my item doesn’t fit?
If your item does not fit, you can return it according to our policy of Returns and Exchanges. If you wish to place another order, you can place it online or by contacting Customer Support.
Do I need an account to place an order?
No, all you need is an email address and filling in the billing details and shipping address, we also ask for a telephone number that can also be used by Customer Service or the shipping company to process your order.
I forgot my password: what should I do?
Simply follow the link “Lost your password?” on the My Account page or when finalizing your order and enter your email address. You will receive a link in your email to reset your access with a new password.
When is my order shipped?
Orders are normally shipped within 1-3 business days after payment is completed.
When is my order delivered?
Shipping times vary depending on your location, may range from 1-12 business days.
Can I follow my order?
A tracking number will be sent to your email so you can track the order. If you created an account, you will have access to the history of your Orders where you will be able to follow the route of your order.
Do you ship internationally?
We ship worldwide, with a few exceptions. For more information, see Shipping & Orders.
Can I return/exchange an international order?
Returns and Exchanges are available internationally. Please visit our Returns and Exchanges policy.
Do I pay taxes on international orders?
EUROPEAN UNION – All taxes and fees are included. It means that no additional costs apply.
OUTSIDE THE EUROPEAN UNION – You may be subject to local taxes and fees once your order enters your country. We have no control over these costs nor can we predict what they might be. It means that all additional costs of taxes, fees, and customs charges must be covered by you.
What if my item arrives damaged, defective or incorrect?
Please contact Customer Support with a photo of the damage or the wrong item you received, as well as your order number and contact details. For more information, visit our Returns and Exchanges policy.
I don’t know where my order is, who should I contact?
The tracking number will be provided when your order is shipped. If, for some reason, you are unable to follow the route of your order, please contact Customer Support.
Where do I put my discount code?
When checking your shopping cart you will find an item to apply your Coupon Code. If you choose to go directly to Checkout to the Checkout page, you will find an item below the billing and shipping address information that asks if you have a discount coupon that you can click on and enter your coupon code.
What is PSD2?
PSD2 is a new European directive created to make online payments safer. When you place an order online using a bank card, your bank may ask you to confirm your identity via 3D Secure authentication sent to the cardholder’s mobile phone.
What are the payment steps when I place an order?
When you place an order in the European space, you may be directed to 3D Secure authentication by your bank. There are several ways to authenticate online payments, you may be asked to confirm your identity via an SMS, email, or TouchID message sent to your mobile phone. Once the payment is authenticated, the order is placed, and you will be redirected to the confirmation page at usaria.pt. Once the order is confirmed, you will receive an email.
How does my bank confirm my identity?
Contact your bank to understand the 3D Secure authentication process. Confirm that you have your contact information up to date if your bank uses SMS or email for the authentication process.
If I cannot place an order, what should I do?
If something doesn’t work exactly as expected, contact our Customer Support service, and share your telephone number, we have a friendly staff available to help place an order over the phone.
If further payment questions arise: who should I contact?
Our Customer Support team is available to advise and answer any additional questions you may have.
In what currencies can I purchase in-store?
Our store’s currency is the EURO. For your comfort, if your local currency is different, you will find currency symbols at the top of our website or in the menu on mobile devices so that you can check prices in your currency at the current exchange rate. Please note that when proceeding to Checkout the transaction currency displayed will be in EURO.
When will the payment be charged to my card?
The website will accept the payment at the time you place your order on our website.
What payment methods do you accept?
- Visa
- Mastercard
- American Express
- Multibanco (only available in Portugal)
- MB Way (only available in Portugal)
- Pay Shop (only available in Portugal)
- PayPal
- Amazon Pay
- Google Pay
- Apple Pay
For your safety, security checks are carried out on all payments made at the time of purchase.
What is your return policy?
Don’t worry. If it’s as good as new, you have14 days to return it. Please check our Returns and Exchanges policy.
How can I return an item?
Communicate your intention to return via the form on the Customer Support page, let us know your order number, and which items you want to return. Our Customer Support Team will contact you as soon as possible, normally within 24h.
Can I return two orders in one package?
Yes, there is no problem returning two orders in the same package. Please inform the Customer Support with all the details.
How long should I consider the whole process to take?
Once the package is received, verified, and approved, a refund to the same origin of the payment method used in the purchase will be issued within 14 working days. See the Terms and Conditions for full details.
How long should I consider for my exchange to be processed?
As soon as the package is received, verified, and approved, it will be exchanged for the desired item as soon as possible.
Can I get store credit for my return?
No, unfortunately we cannot issue credit for use in the store. Contact our Customer Support Team with all the details.
All products have a care label. Check your product’s interior label.
Contact the Customer Support. We may dispose of some extra items or share more details about the item.
Will I have my size again?
You will be the first to know! To be notified when an out-of-stock item becomes available again, identify the out-of-stock item in the store, enter your email address, and submit your interest.
Can I reserve an item to buy later?
We want to provide everyone with a fair opportunity to purchase our most wanted or limited edition items, for this reason, we do not accept reservations.
Are USARIA articles exclusive?
100%. Our offer is selected with superior quality materials so that they can also be at the best level, combining quality with originality in the development of new exclusive collections for the USARIA® store.
