Frequently Asked Questions
Orders & Products
Are your products genuine?
Yes, 100%. We source exclusively through authorized distribution channels. Every item is original, new, and carries the full manufacturer warranty and quality.
How do the sizes run?
Our brands follow standard European sizing. Performance running apparel generally has an athletic cut. If you're between sizes or prefer a relaxed fit, we recommend sizing up.
An item I want is out of stock. Will it come back?
Sometimes. Contact us and we can tell you whether a restock is planned.
Can I change or cancel my order?
If it hasn't shipped yet, yes. Contact us as quickly as possible at hi@pogo-active.com with your order number and we'll do our best.
Shipping
Where do you ship?
Portugal (mainland, Madeira and Açores) and all EU countries.
How much does shipping cost?
Orders of €70 or more ship free, everywhere we deliver. Below €70: €4.90 for mainland Portugal, €9.90 for the islands and the rest of the EU.
How long does delivery take?
Mainland Portugal: 2 to 4 business days. Madeira & Açores: 5 to 8 business days. EU: 4 to 8 business days. All parcels are shipped tracked and you'll receive the tracking link by email.
Payments
Which payment methods do you accept?
Major credit and debit cards and MB WAY. All payments are processed through secure, encrypted checkout.
Will I receive an invoice?
Yes. A legally compliant invoice (Fatura) is issued with every order and sent to your email.
Returns
Can I return an item?
Yes. You have 14 days from delivery to withdraw from your purchase, no questions asked. Items must be unworn, unwashed, and with original tags attached. See our Returns page for the full process.
When will I get my refund?
Within 14 days of us receiving the returned item, to your original payment method.
Something else?
Write to us at hi@pogo-active.com and we answer within one business day.
Still looking for answers?
If the answers you're looking for aren't in our FAQ, please send us an email by completing the form below.