Returns & Exchanges

 

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

Billions of kilograms of returned products and packaging end 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 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 after delivery. Please ensure that the back-neck barcode sticker is 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 to the following address:

Warehouse Famalicão C9
Rua 29 de Setembro, nº 163
4760-774 Vilarinho das Cambas
Braga, Portugal

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

How to Create a Return

If you wish to return a damaged, defective, or incorrect item, please contact us at contact@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.