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Our FAQ's are here to help you get an answer to the most frequently asked questions.

  • How do I access my account?


    Enter your "E-mail" and "Password" in the upper right corner of the site to loggin, and enter in your personal area.

    Thereafter, you can use, view and change all your personal data.

    Your personal page provides access to lists of products, information of discounts, offers and order history.

    It is very important to keep this information up to date, since these will be used for the treatment of your purchases in the online store (parcel delivery address, name of the buyer on the invoice, email, phone, etc.).

  • I don´t want to receive more e-mails. How should I proceed?

    If you no longer wish to receive e-mails from Impetus (promotions, exclusive offers, news), please send an email with your details (Name, email, address) to consumer@impetusunderwear.com to request to unsubscribe you from our database.

  • How do I place an order?

    The process is simple, safe and practical:

    1. Please register as Impetus customer.
    2. Choose the items you are looking for by browsing our online store or using the search function.
    3. Choose size and color you want and click the "Add to Cart."
    4. You can repeat the second step to add more items.  The contents of your shopping cart are updated at the top of the page.
    5. When you have all items in the cart, please click on the button "execute order".
    6. We provide you later the information about the delivery location, type of payment and confirmation.
    7. Finally we will send an email with the confirmation.

     

    The items inside the shopping cart are only assured after confirming the order.

  • How do I know if an item is available?

    If a product is not available in stock, you will be informed during the ordering process that the product is "Out of Stock".

    We do not guarantee product availability during periods of promotions, sales or stock-outs.

    You can ask to be notified when the item in question is in stock, in the colour and size in question. To do this, click on the green "Notify when product is available" button.




  • What happens if the item ordered has elapsed between the request and its processing?

    Whenever these situations occur you will receive an email with information on the method of reimbursement.

  • Can I change my order confirmation?

    Yes you can, contact by email consumer@impetusunderwear.com or call +351 253 859 210, providing your order number you can request to change it.

    Please be advised that if the order has been processed and shipped we can't make any kind of change.

  • I would like to cancel my order. What must I do?

    You may cancel an order while it has not yet been processed.

    Please send us an email to consumer@impetusunderwear.com with information about the reason for cancellation, order number and customer number.

    Only after validation of Impetus, the order may be canceled or not.

  • How is done the refund if I cancel an order?

    In case of order cancellation, you will be refund on the same way of the payment method.

    All refunds are dealt with as speedily as possible, to the legal maximum period of 30 days after purchase.

  • How do I know if my order was done correctly?

    After placing your order you will see a confirmation page with the same and its number.

    You will receive an email with all information regarding your order.

  • Can I see the status of my order?

    Enter in your personal account at the top of the site by clicking on "Log in" and go through the data used in the register.

    You can see all orders made to date as well as their status.

     

    All information regarding the status of your order will be sent to you via e-mail.

    As a result, it is particularly important for you to ensure that you enter a current e-mail address when you place your order on the IMPETUS Online Store and that you check your e-mails regularly.

  • Who delivers orders?

    The orders are delivery by dispatch partners chosen by Impetus Portugal. 

  • Does Impetus have International shipping?

    Yes. In addition to making deliveries in mainland Portugal and the Islands (Madeira and Azores), IMPETUS also distribute to other countries in the world.

    The shipping cost does not include customs fees charged by some countries like Russia, Brasil and USA among others.


  • I haven´t received my order, has it already been sent?

    If you have received an email with the shipping confirmation, your order has been shipped.

    Thereafter the term of delivery can vary from 24 to 3 days. If the time limit has been exceed and you still don't have recieved your order, please contact us.


    In the event of unforeseen circumstances, beyond the control of our store, the timeliness of service delivery may be difficult or even impossible to carry out.

    In these cases, the customer will be informed about the delay and, if accepted, the products will be delivered to a new date to be arranged.

  • Can I get the invoice at a different address than the delivery?

    Yes, you can set a delivery address and an invoice address.

    Just bear in mind that in order to have an Impetus Têxteis invoice, you'll need your tax number.

  • What's the meaning of the state 'Parcial Shipping' ?

    One or more items of your order were not immediately available so we proceeded to send part of your order.

    As soon as the other articles are available we will send them.

  • The size I ordered did not fit me, now what?

    1. You must submit your return online in your client area by clicking on the order history.

    2. Select the order number that you wish to exchange.

    3. From the list of articles, check only the articles you wish to exchange.

    4. If you wish, you can enter all the additional information you consider to be relevant in the comments box.

    5. Submit.

    6. After submitting the request, and in order to collect your return, by email (consumer@impetusunderwear.com), please provide us with the following information: name, telephone number, address, day and time that is most convenient for us to carry out the service.


    For the USA, Mexico, Argentina, Brazil and Chile the exchange service is not available.


  • I have to return an item, how do I do?

    You must login on our online store, go to your orders historic, and returning the articles you want of the concerned order.

    You have a period of 30 working days from the date of receipt of the order, to make the return.


    We accept returns, particularly in the following situations:

    1. Product with manufacturing defect or damaged unless the damage has been caused by the customer;
    2. Product (or amount) different of the order;
    3. Order delivered after the deadline.
    4. If you’re not satisfied with the product in terms of design, color, size, cutting or finishing.

     

    The articles must be returned in their original packaging. Otherwise and if they arrive damaged, Impetus reserves the right to refuse the returning.

    Once your return arrives, it will be analyzed and accept or not. A quality control of their were used or not, if they present a defect or not, etc. This control is made according to the reasons given.

    When you proceed to your returning, you will see appear two options. You can choose to receive an online store voucher in the amount of the arricles value, or choose to get reimbursed in the amount of the articles value. Notice that the reimbursement will be made on the same payment method of the order and they are made within 15 days of receipt of the return.

    In case of ATM payment, you must fill in your IBAN or send us an email providing this information — E-mail: consumer@impetusunderwear.com


    After all this process, the address to which the items must be sent should appear, according to the procedure provided in RETURNS (How do I process a return in the Online Store?)

    Note: For the USA, Mexico, Argentina, Brazil and Chile the client is responsible for the return cost. 

     


  • Can I return something that was not ordered on the IMPETUS Online Store?

    Please understand that we are only able to accept items purchased in our IMPETUS Online Store.

  • How can I use a Gift Voucher?

    If you have a Voucher, you can use it as a type of payment. For that you only have to introduce your voucher code.

    If the value of the voucher is less than the total amount of your order, you must select another available payment method.

  • How can I use a discount voucher?

    If you have a discount voucher, once you're in your cart, enter the code in the field assigned to it and check the value recalculated later from your cart.

    When inserting the code, it must be case-sensitive.

  • What is the privacy policy?

    The privacy policy is intended to inform the method of collection, treatment and protection of personal information provided online.

    Any change to the privacy policy of IMPETUS Portugal Têxteis SA will be available on this site. The last update was on 01/06/18.

     

    For any further clarification, please contact us:

    a) by letter, to Impetus for Têxteis SA Estrada da Praia, nr º 1755 4740-696 Barqueiros;

    b) by e-mail to consumer@impetusunderwear.com

  • Which data are collected and what's the intended purpose?

    The data collected are intended to be analyzed for decision and management of services provided, as well as direct marketing. Information of the date of birth is for the promotion "birthdays" and to send postcard greetings.

    Impetus announces that the answer to the questions (except the date of birth) is required; otherwise the client will not be part of the database and impetus, and therefore not able to benefit from exclusive promotions campaigns and constant customer base Impetus data.

     

    The data provided are confidential and are not shared with other entities.

  • How can I change or delete the personal data?

    The data subject has the right of access, rectification, cancellation and opposition to disclosure of their data.

     

    This right can be exercised through the following means:
    a) Through the sites, www.impetusunderwear.com entering the Username and Password in the personal area.
    b) By e-mail: consumer@impetusunderwear.com

  • I need help, who can I contact?

    You can send us an email to consumer@impetusunderwear.com or contact us via the contact form and receive an answer as quickly as possible.

    You can also call us at +351253859225 phone where you can put your questions, from Monday to Friday between 09:00 and 12:00 and 14:00 and 17:00.

     

    When you contact us, please give us the folowing infiormation: 

    - Your name

    - The number of your order (the last 3 digits are enough)

  • Who is responsible if custom duties are incurred ?

    It is the buyer's responsibility for any custom duty fees that may be charged upon delivery.

    How the import duty will be charged depends on each country’s custom policies.

  • Do I have to register to be able to order?

    To place an order, you can register in our online shop through the "register" option (upper right corner) or buy as a guest.

    Please note that by registering you become a member of our Impetus club, accumulating points.

    You can check our club conditions here: https://www.impetusunderwear.com/en/impetus-club_1224.html

  • How to Buy?

    Just follow these steps:

    1. Choose the category and then the product type (slips, retro, boxers, and pyjamas).
    2. View the products that interest you. By clicking on the picture you can see every detail available: sizes, composition and reference code, characteristic and price.
    3. Select an item and add it to your basket. You can then choose to continue shopping or to process order.
    4. If you wish to continue shopping, repeat the process but if you wish to process the order, log in.
    5. If you have a discount VOUCHER (only aplicable on products without any discount), insert in the cart.
    6. Once you have entered your details, check that they are correct and click on confirm.
    7. Check if the delivery and invoice address are correct and click on to confirm.
    8. Select a payment method: bank transference, hipay payment (ATM, credit card, payshop).
    9. Please confirm your order.
    10. You will receive an email confirmation of your order.

  • It´s safe to shop at your online store?

    We guarantee that every online transaction you make will be 100% safe.

    Shopping at IMPETUS Online store, besides the convenience, speed and ease, you are guaranteed safety.

    All your data are protected and will only be used for marketing and or customer support in case of contact.

  • Can I order items that are not available on the online store?

    - In case of previous collections:


    You may request a stock availability by mail, indicating reference and information that you have for the article in question.

    You will receive the details of the article by the same way, namely stock and price.



    - In case of actual collection:


    You may request to be informed about the entrance of stock of an article with specific color and size that is currently sold out. You may send an e-mail indicating reference and information that you have of the article in question.

    You will receive information of the entrance in stock by the same way.







  • Campaigns

    Phase One Sales: Selected products with discounts of up to -30%, valid from 1st to 23rd January 2024.

    Second Phase Sales: Selected products with discounts of up to -30%, valid from 24 to 31 January 2024.

    Cannot be combined with other current campaigns/promotions;

    Limited to existing stock.


  • Which payment method can I use to make my purchase?

    PayPal

    PayPal is a free on-line payment system used by over 100 million people all over the world.

    This payment method allows you to use your credit card (VISA, American Express, and MasterCard) to make purchases from our shop as well as many other on-line stores. All you need is to create a free PayPal account or pay directly with your credit card.

    When you click to finalise your order, you will be redirected to a secure PAYPAL payment site to proceed with the payment.

     If you are already a PayPal Customer, all you need to enter is your user name and password. If you are not registered to Paypal and don't want to have an account just choose the payment with credit card information. At the end of the payment you will be sent back to the site where your order ends.

    You will receive a confirmation of your order and a confirmation from PayPal.

    If for any reason Impetus can not satisfy your order, we will proceed to a refund of the amount paid directly into your PayPal account and the card used, or if it is your option, you can get this value in credit to your checking account to a future purchase.

     

    Adyen
    Choose your preferred method of payment to pay for your online purchases:

    • Credit card
    • Visa
    • Mastercard
    • Maestro
    • American Express
    • MobilePay
    When you select payment with Adyen, you will be displayed a form to input your credit card information.


    Bank transfer

    For bank transfer, please use the following information:

     

      Banco: Novo Banco
      IBAN PT50 0007 0641 0003 8480 0058 7
      *NOTE: Please send us the payment proof to consumer@impetusunderwear.com 


    For USA oayment in $: 

     

      Banco: Novo Banco

      IBAN PT50 0007 0000 0055 0528 1572 3

      SWIFT/BIC BESCPTPL
      *NOTE: Please send us the payment proof to consumer@impetusunderwear.com 



  • What type of payment should I use?

    We accept payment by Paypal, credit card, American Express, Clearpay, Klarna, Discover or bank transfer. Both methods are effective and safe.

    If you want the fastest method, the ideal is to use Paypal / Credit Card / klarna / Discover / Clearpay or American Express that will be confirmed immediately in our systems.

     

    Payment by bank transfer requires more work on your part, since yoyu will have to do through your bank - via online, telephone or counter - or through the ATM, so we must send us proof of the transfer by mail (consumer@impetusunderwear. com).

  • How do I pay a Bank Transfer?

    Please follow the following steps:

    1. Select the option on our website "payment by bank transfer."
    2. Go to your bank, ATM or use the home banking and make your bank transfer to the nib that you provide.
    3. Send us a proof that he made his transfer to consumer@impetusunderwear.com. * (Eg ATM slip, the bank deposit slip)

  • How do I send the proof of the bank transfer?

    Some banks provide zone transfers the possibility to send an alert via e-mail to the transferee.

    Place the field of e-mail address "consumer@impetusunderwear.com" and in that allows you to write a description of the transfer, indicate the number of your order.

    If your bank does not have this feature or cannot make this process, you can send the proof via email.

  • Payment by credit card is safe?

    Paying by credit card on Impetus online store is 100% secure.

    We use SSL encrypted communication, and work with a real-time connection to the banking systems (Unicre/SIBS).

    Pay by credit card over the Internet is provided through secure websites (like ours) and a reliable entity does not bring any kind of trouble.

  • I tried to make a purchase with my credit card, but the request was refused. What should I do?

    The banks have a security system that limits purchases over the Internet.

    Maybe that's why they have refused the request.

    We also inform you that we use the 3D secure system for added security.

    If you want to make a purchase, you better contact your bank and request authorization to purchase on the Internet and then resume your order.

  • How do I make a payment with Klarna?

    Find all the answers at the link below: https://www.impetusunderwear.com/pt/rubricas/klarna_1226.html

  • Shipping Terms and Conditions

    Impetus only processes your order after the payment. In cases of payment by bank transfer we will only process the order after the payment has a good collecting.

     

    1. In case of promotions or collection transition it could be up to 5 working days.
    2. Orders made Friday after noon; Saturday and Sunday will only be processed the next Monday.
    3. Impetus uses the best carriers in the business to make sure your order gets to you on time.
    4. Your order status and its tracking number will be sent to you via email and you can access this information in your customer account.

     

    CountriesShipping costsDelivery time (after delivery confirmation)
    PortugalCTT
    Free on purchases of 39.90€ or more
    Less than 39,90€ with a cost of 3,90€    		24h a 48h
    SpainMRW
    Free on purchases of 39.90€ or more
    Less than 39,90€ with a cost of 5€    		24h a 48h
    Euro ZoneDPD
    Free on purchases of 39.90€ or more
    Less than 39,90€ with a cost of 10,5€
    FEDEX: France, Belgium, Netherlands, Luxemburg, Mónaco
    Free on purchases of 39.90€ or more
    Less than 39,90€ with a cost of 10,5€
    		DPD: 48h a 72h
    FEDEX: 24h
    UKFEDEX
    Free on purchases of £49.90 or more
    Under £49.90 cost £14.99

    With customs costs
    		24h
    USAUPS
    Free on purchases of $90.00 or more
    Less than 90,00$ with 20$ charge

    With customs costs    		24h
    DenmarkUPS
    Free on purchases of 500 DKK or more
    Less than 500 DKK with 39 DKK charge                                                                         		24h
    SwedenUPS
    Free on purchases of 700 SEK or more                Less than 700 SEK with 49 SEK charge     		24h
    Other countries   



    NOTE: During product sales / promotions the delivery time may vary.

     

    Delivery terms:

    You should always give a phone number. The carrier makes one delivery attempt. If this is unsuccessful, the parcel will be placed at a collection point near your home for collection. After a period of time, if it has not been collected, it will be returned to Impetus. For more information, please contact customer service on 800 23 56 89 or by e-mail at consumer@impetusunderwear.com.

     

    Report a late delivery:

    If you received a shipping confirmation email and your order has not arrived within a reasonable time, please contact us via this link: "Contact" or send us an e-mail to: consumer@impetusunderwear.com
    Tel: (+351) 253 859 225 (12:00 and from 09.00-14.00h-17.00h, except week-ends and holidays) Tell the operator your name and order number.

     

    In case of loss of the order or undeliverable to the recipient, the service anomaly detection may take 14 working days to confirm the occurrence, there is no refund made this period of time.

  • I have to make a last-minute shopping, how can I speed up the delivery of the order?

    We encourage last-minute orders through PayPal, it is the fastest payment method as it does not need to send us the proof of bank transfer.
    In order to expedite the process, you can send an email to consumer@impetusunderwear.com to indicate your order number and refer the urgency of your request.

  • Returns

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    IMPETUS UNDERWEAR.COM RESERVES THE RIGHT TO REFUSE RETURNS COMMUNICATED OR SENT AFTER THE ESTABLISHED DEADLINE, OR ARTICLES THAT ARE NOT IN THE SAME CONDITION IN WHICH THEY WERE PURCHASED.

    Free returns are not available for EUA, México, Argentina, Brazil and Chile


  • Is it possible to return a product purchased on the Impetus online shop?

    Yes, it’s possible to return it up to 30 days after the delivery. After that deadline, Impetus reserves the right not to accept returns. 

  • What is the return period of an article purchased at Impetus online shop?

    The return period is 30 days after receiving the order.

  • Can I exchange a product purchased at the online store if it doesn’t fit me or if I don’t like it?

    The Impetus Underwear Online Store, accepts exchanges in size or color, within the same reference. If it is intended to exchange for another reference, we return the value of the items in voucher or return the value by the same payment method, so that later you can make the new purchase with the reference, size and color of the item you want.
    The exchange service is not available for EUA, UK, Mexico, Argentina, Brazil and Chile.

  • How should I proceed if the article is defective?

    If the article purchased is defective, you should return it, stating the reason and the defect found in the article when submitting your return.
    If our Quality Department attests the defect or non-conformity of the article with what is shown in the online store as justification for the return, we will proceed with the full refund of the price paid for the article or sending a new item, provided that stock is available at the moment.

  • Is the submission of the return request at the online shop mandatory?

    Yes, the submission of the return request at the Online Shop is mandatory, otherwise we cannot process your return correctly, or refund the amount corresponding to your return.

  • How do I process a return on the online store?

    1. You must submit your return online in your client area by clicking on the order history.

    2. Select the order number that you wish to return.

    3. From the list of articles, check only the articles you wish to return.

    4. If you wish, you can enter all the additional information you consider to be relevant in the comments box.

    5. Submit.

    6. After submitting the request, Impetus will program a collec with TNT. Shipping documents are from TNT responsability.

    For the USA, UK, Mexico, Argentina, Brazil and Chile the client is responsible for the return cost. 

  • How is the return processed after the submission is made?

    1.Place the article(s) in the original packaging or, if you no longer have it, in a package suitable for its safe transport. The Client is fully responsible for any damages caused to the product should the return shipping of the article be done using a different packaging from the one in which the article was received. After you will be contacted by TNT to program the collect. If after two days they did not contact you please inform us.

    For the countries not part of the European Union, the customers must send the articles to:

    Impetus Portugal Têxteis SA
    Estrada da Praia, 1755
    4740-696 Barqueiros
    Portugal


    2.The refund will be made within 15 working days from the date of receipt of the returned product, through the same payment method originally use.

    Note:  For the UK, USA, Mexico, Argentina, Brazil and Chile the client is responsible for the return cost. 


  • How should I prepare the return shipping?

    Place the article(s) in the original packaging or, if you no longer have it, in a package suitable for its safe transport. The Client is fully responsible for any damages caused to the product should the return shipping of the article be done using a packaging different from the one in which the article was received. The articles, together with the invoice, must be sent by post.

  • Who pays the return shipping costs?

    Impetus schedules up to two collection requests which are free of charge for the Customer. After a second collection request, if the order has not yet been collected, it must be sent by the Customer to Impetus. The costs of the third or more collections are borne by the Customer.

    For countries outside the EU, which have an associated transport cost, shipping is the responsibility of the customer.

  • How will I receive the value of the return?

    Once the return is approved, you will receive an e-mail confirmation, and if the same is done in perfect conditions and within the established deadline - 30 days - you will receive the amount corresponding to the article returned, through the same method your purchase was made:

    1. Payment by ATM
    Once the articles are returned and gone through our Quality Department, the return order will be given and we will request your IBAN via e-mail, so we can process your refund via bank transfer.

    2. Payment by Credit Card/PayPal
    If you made the payment via credit card, MBNet, or PayPal, your refund will be made through the same payment method.

  • What if the amount refunded is incorrect?

    Please contact our consumer support service immediately through the e-mail consumer@impetusunderwear.com We will make our best effort to solve your problem as soon as possible.

  • Which are the advantages of registering?

    By registering, you will benefit from campaigns, discounts and exclusive offers. The purchase process is easier, as soon as you login, your personal data will be automatically discharged, avoiding having to repeat information each time you place an order. All purchases you make at the online store will accumulate in your account.

     

    Impetus Customer Benefits:

    1. Promotional campaigns defined in each collection;
    2. Customer Area Access Impetus for consulting the detailed purchase and modification of personal data;

  • How do I register?

    To register in Impetus's online store, you should use "Register", available at the top right of the webpage.

     

    To register you have to:

    1. Fill in your personal data in the form submitted. Please fill always with a valid e-mail address. The user of the site Impetusunderwear.com is responsable for data access to his account (username and password).
    2. You will receive a message that will allow you to complete the registration process on the provided e-mail address.
    3. The fields "username" and "password" are essential for your next visit. If you lose your data, enter your email and you will automatically recieve an e-mail to reset your password.
    4. Impetus need your correct data to deliver your order and to notify you about the status.

  • What means 'My Account'?

    By accessing this area, you will be able to check all the purchase you have made on Impetus online store, with the possibility to check the description of each order, as well as access and print the documents generated by it.

    To see the description of each order, just "click" on the number.

    In cases of misuse of the site, and whatever the applicable legal procedure, Impetus reserves the right to cancel the user registration, removal orders and any other content.

  • Are my data safe on your site?

    Impetus takes commitment to protect privacy and security of each client's personal information.

     

    The information you provide us is intended to:

    - Provide you a personalized and appropriate service;

    - Process and deliver your order, and notifies you about the status.

    - Ensure an efficient and fast customer service.

  • I forgot my password. How can I recover?

    You can easily recover a forgotten password.

    1. Please go to the main page and click on Login.
    2. Click on “Forgot your password?”
    3. Enter you email and click send
    We will send you an e-mail so that you can recover your password.

  • How can I reset my password?

    You can always reset your password.

    Please change your password in your personal data into “My Account”.

  • What is the validity of the e-gift card Impetus?

    The validity of the e-gift card Impetus is 60 days after purchase.

  • Can I purchase e-gift card with my order?

    No, you have to purchase the e-gift card separately. 

  • The e-gift card Impetus can be used in product promotions, discounts or sales?

    Yes, if you received an e-gift card Impetus you can use in any product on the online store.

  • What happens to the remaining balance if you do not use the total amount of e-gift card that was offered?

    Impetus Underwear does not return the remaining amount, the e-gift card is single-use and it's impossible to return the remaining amount if it's not used in full when placing the order.

  • When using the e-gift card there was an error, what should I do?

    You should first check if the period of use of your e-gift card is expired if it has not expired, you should contact our customer service so we can solve your problem as soon as possible.