1.1. These present terms regulate the general conditions of sale, including registration and order of products through the online shopping address: www.zilian.com.

1.2. For the present general conditions, please note:

a) “Zilian” as the trading name for Zilian Ibérica, Sociedade Unipessoal, Lda, registered at Av. António Augusto de Aguiar 29-D, 1050-251 Lisbon, with NIF 510589227, with a capital share of € 1.187.000,00, owner of all copyrights and related ones, as well as other rights who might be protected under the Industrial Property Code, over the site www.zilian.com and supplier of goods available to order at the same address.

b) “Customer”, every singular person, non-commercial, ordering through the site www.zilian.com.

1.3. The present terms do not affect the customer’s statutory rights as stated by Portuguese legislation Decreto-Lei nº 24/2014, de 14 de Fevereiro in place for contracts of this sort.


2.1. To place an order, the website registration is not mandatory.

2.2. However, if you wish to register, you can do so at the store by completing a customer card or online www.zilian.com by filling in the blank spaces on the available form.

2.3. After registering as customer, the customer will be able to access his/her personal account, by logging in with a password, personal and private, chosen upon registration.

2.4. A customer having registered as such at a Zilian store, will also be able to access his/her personal account by logging in with an automatically generated password sent to the chosen e-mail address. The customer will be able to change this password upon the first log.

2.5. From this moment on – logging in to www.zilian.com – the customer will be subject to the present terms and conditions, as well as to the legal norms and procedures regulating its use and functioning.


3.1. A registered customer can place an order by logging in to the site www.zilian.com, using an e-mail and password. The customer will then be able to select the items available for sale, confirm the delivery address and proceed with the final order.

3.2. The customer can check on the real time status of the order by accessing “Orders and Returns” on his/her personal account. Upon order conclusion, the customer will receive by e-mail all the information concerning it: order confirmation, processing and expedition.

3.3. If the order is shipped to an address chosen by you, you will get an e-mail with a tracking number, so you can check on its real time status, through a platform provided by our shipping partner. If you chose the order to be delivered instore, you will receive an e-mail and within 1 to 3 working days,  you can pick it up. If you don’t receive any confirmation on your e-mail address, please contact Customer Support: zilian.online@zilian.com / 912 318 413.

3.4. During the sales period, the processing of your order may take longer than expected. Please allow for an extra 1 to 2 working days for your order to be dispatched.

3.5. The final order confirmation is viewed as a total and unconditional acceptance of the present terms and conditions, the legal norms and procedures regulating this type of trade, of the prices and features of the ordered items as well as the subsequent liabilities stated on the order receipt.

3.6. The items available to order can be found in the online shop area on www.zilian.com.

3.7. Through Zilian Online, you can also order your items to be delivered to all European countries*.

For deliveries outside of Europe, such as Canada, Mexico, Japan, China, Taiwan, Hong Kong, Macau, South Korea, Singapore, Malaysia, Vietnam, Thailand, India, Turkey, Australia and New Zealand, please send us an e-mail: zilian.online@zilian.com

*Extra taxes may be applied to the client on destination country - Customs Duty

3.7.1. We ship to determined countries outside de European Union such us United Kingdom, United States, Switzerland and Norway. It is mandatory to provide the Tax Number for shipping purposes. In case the customer refuses to provide us with the Tax number, all additional charges that might be due to customs will be the customers responsibility. Zilian is not responsible for any additional customs charges.


4.1. Zilian will ship the item or items ordered through a carrier to the address of the customers choosing upon order confirmation.

4.2. The deliveries will be carried out on the days and time slots permitted by the carrier.

4.3.If you chose home delivery, we will send you an e-mail confirming the shipping (upon order dispatching), another e-mail with the tracking number (with a link to our courier) and, finally, the carrier will contact you through SMS or e-mail to inform you about the delivery of your order.

4.4. In case you chose in store pick up you can then pick it up at any time, after 1 to 3 days after the dispatching confirmation. You can either pick up your order at Zilian Lisboa– Av. António Augusto de Aguiar 29D, at Zilian Chiado – Rua Garret, 112 a 118, Lisboa.

4.5. Zilian does not deliver any items to P.O. Boxes.

4.6. Zilian will proceed to carry out the order in no more than 7 days after the payment is completed.

4.7. Zilian will inform the customer of the unavailability of an ordered item, as well as to proceed to its refund, in no more than 14 days upon knowledge of said unavailability.


5.1. At Zilian Online, should you not be pleased with your order, you can return it within 30 days of the delivery date.

5.2. Returns should be made at one of our stores or by filling in the Exchange/Return Form. To return an item or items by mail, you should send it to: Av. António Augusto Aguiar 29D, 1050-251 Lisboa.

5.3. The item should be returned in its original box along with a copy of the invoice. The return form sent along with the order should be filled in with the return motive.

The box should be properly sealed to avoid miscarriages during the shipment to our warehouse. The postage should be at the customer’s costs and responsibility.

5.4. Upon confirmation, by our employees, that the item was returned in same conditions it was sent, Zilian will process your refund. Refunds will be made by the same method of payment chosen for the order.

The processing of your refund will be made within 14 working days, depending on your bank. If the payment was made through Multibanco, you will be asked to provide your IBAN so Zilian can proceed with the refund through bank transfer. As soon as this operation is completed, Zilian will inform you by e-mail.

5.5. If you should find the item you received does not meet your criteria or is faulty, according to the present terms, please contact our customer service. You should send an e-mail to zilian.online@zilian.com explaining the situation and, if possible, adding a few illustrative pictures of the item in question. Our team will contact you as soon as possible.

5.6. In case your order is not delivered, please contact our customer service through the e-mail zilian.online@zilian.com or our mobile number +351 912 318 413.

5.7. If you cannot be present at the scheduled time, please contact us so we can arrange for the order to be delivered on another date.

Please be aware that, if the order is not delivered within the set deadline, additional costs might be applied due to item storage and new attempted deliveries.


6.1. The price of the items available for sale at www.zilian.com, is marked in euros and with a 23% VAT, all taxes included. The prices can be modified without prior notice.

6.2. The items made available by Zilian at www.zilian.com, are presented with a description of its features. It is understood that the customer is aware of these features upon completion of the order.

6.3. The items available for sale on the OUTLET, come from a stock clearance and may, for that reason, show some signs of handling without compromising its overall condition. These signs might include scratches on the sole, price tag marks and/or small scratches or stains to the leather. These will be shown through the pictures available on the site. The same policies for exchanges/returns for non-outlet items apply here.

6.4. Payment will be made through either Credit Card, Multibanco or PAYPAL.

6.5. The order will be confirmed upon payment conclusion.

6.6. Using the site www.zilian.com does not infer additional costs.

6.7. Without penalization to the previous point, the customer will be responsible for the costs relating to the order delivery, designated by delivery costs, and made known to the customer upon order confirmation.

6.8. Each order only allows a maximum of 10 items.

6.9.Zilian Online shipping costs to mainland Portugal are free for orders over 100€. For orders under 100€, 3,95€ shipping costs apply (three euro and ninety-five cents).

For orders to Madeira or Azores, a shipping cost of 3,95€ always apply. For Outlet and promotional items (sales or promotions) shipping costs of 3,95€ (three euro and ninety-five cents) always apply, to any address on national territory.

Online shop Outlet
Order (€) Shipping costs (€) Order (€) Shipping costs (€)
=/> 100€ 0€ Any charge 3,95€
< 100€ 3,95€

6.10. In the event of an in store pick up, no extra costs apply.

6.11 . See the price list available at Shipping Rates.


7.1. The customer is entitled to end the contract, without any explanation or payment of compensation, within 30 days of receiving the order.

7.2. In the case presented above, the customer must return the item or items in its original box and in the same conditions as delivered.

7.3. If you decide to use your right to withdrawal, Zilian will then proceed to refund you for the order, within 30 days of receiving the returned items without any extra costs except for the return shipping. The refund will be made by bank transfer for any payments made by Multibanco and you will be asked to provide a NIB. As for Credit Card or Paypal payments, the refund will be processed in the same way and no other information is needed.

7.4. In the event of orders payed for by using credit, the contract will automatically be nulled with no place for compensation.

7.5. The customer can exercise his/her to right to withdrawal whether by e-mail at zilian.online@zilian.com, by mail to Av. António Augusto de Aguiar, 29D, 1050-251 or delivered personally at a Zilian store.

7.6.1. The consumer has the right to withdrawal from the present terms within 30 days, without giving any reason. The deadline for the exercise of the right to withdrawal expires after 30 days after confirming the order.

7.6.2. In order to exercise his/her right to withdrawal, the customer must unequivocally inform Zilian of his/her decision through mail or e-mail.

7.6.3. The cancellation form available at www.zilian.com(http://zilian.com/ajuda/pagamento-e-devolucoes) may also be used but it is not obligatory.

7.6.4. If the customer decides to make use of this right, Zilian will without any delay acknowledge this request (ex: by e-mail).

7.6.5. For the deadline for this right to withdrawal to be respected, it will suffice for it to be communicate as much before the time limit given.

7.6.6. In the event of withdrawal, you will be reimbursed for all payments made, including shipping costs (except if you chose a delivery method other than the standard one offered by us) without any unjustified delay and, in any case, no later than 14 days after receiving word of your decision to withdraw from the present contact.

7.6.7. Zilian will proceed to a refund through the same method of payment used to place the order, except you chose otherwise; in any case you will not be charged as consequence of the refund.

7.6.8. Zilian has the right to withhold reimbursement until receiving the returned items or until the customer can provide proof of having sent them, whichever comes first.


8.1. Any refund made by Zilian, of any sum payed by the customer will be regarding the actual the price charged.

8.2. The costs resulting from the order return will be supported by the customer.

8.3. Should the customer have any complaints, they should be made known through e-mail to zilian.online@zilian.com, or by mail to the address Av. António Augusto de Aguiar 29-D, 1050-251 Lisboa or delivered personally at a Zilian store. Or through the online Complaint Book. (Portuguese)


9.1. Zilian cannot be held responsible for any damage caused by the abusive use of the site by third party sites or for any damages caused using the internet and resulting viruses or malicious software.

9.2. The site www.zilian.com has the exclusive purpose to promote the brand Zilian, as well as making Zilian products available to buy, in the presented conditions, its use being forbidden for any other end.

9.3. Zilian cannot be held responsible for the abusive use by third party of the customer’s log in information, as they are personal and private.


10.1. The present terms and conditions are valid as long as the supply of goods from the site www.zilian.com is taking place.

10.2. The previous point does not bring prejudice to the latter revision or alteration of these terms.

10.3. If one or more of these terms is made null, that does not affect the enforcement of the remaining nor does it mean the nullity of the contract, without prejudice to the article 294.º of the Civil Code.


11.1. The computer records held by Zilian are considered proof of contract between both parties as well as the terms it was agreed upon.

11.2. The documents archive supporting the orders and invoices will be held in a reliable and lasting support.


12.1. All that is not present in these terms and conditions, will be ruled by Portuguese and EU law applicable to contracts of this sort and, consequently, by Portuguese civil rights.

12.2. Portuguese courts hold competence to govern any dispute coming from the present terms, without prejudice to both parties seeking alternative conflict resolution.

12. Litígios de Consumo  (Portuguese)