HELP/FAQ’S – frequent answers and questions.

1 – Create an account

Why register if I can see the catalogue?

By registering, you will be able to place an order online. Companies will see the footwear prices.

What happens after I register?

Our customer service will check your information was properly inserted. So, you will receive by e-mail a link to access the catalogue and place your order. This might take some minutes.

Make shore you select the correct option, of final customer or company to make this process faster. When in doubt, contact our customer service.

2 – Place an order

How do I place my order?

You can place it online, or send it by e-mail if some of the combinations you want are still not available on the online catalogue. Be free to contact our customer service if you need any information.
After we receive your order, we will send you a pro-forma invoice confirmation. Please confirm that quantities and description are correct.

When will my order be manufactured?

Manufacturing your order, will depend on the paying terms you have. Usually is requested a deposit to secure your order. So manufacturing will only start when that is made. Make shore you refer the pro-forma invoice number on the bank transference.

After we receive payment, we will process your order in 5 weeks, and send it out to you. Important: Please DO NOT send us bank notes or cheques

3 – Transport

1-How much does transport cost?

It depends on the country you are, number of cartons, weight and measurements. We will offer our best rate possible. However, if you have a better price than ours, be free to send your own transport partner to collect. No problem!

2-How long will my order take to be shipped?

We have so many styles and possible combinations, that it’s impossible for us to have such an enormous stock.

So, everything is order made. Usually, it takes around 5 weeks, according to payment method, for your order is shipped.

3-How long will my order take to arrive to destination?

All orders are dispatched from our warehouse/factory in Felgueiras, Portugal. Time to arrive to destination, depends on the best transport service available selected according to the number of cartons, weight… We will inform the best option possible and estimated arrival.

4 – Receiving parcels

Always check, in the same day/following day of receiving the shipment if any carton or item appears to be damaged, or defected.

Send us your report in that period.

My item has arrived damaged; what should I do?

Please make sure that you receive an undamaged package (if necessary open the package in the presence of the postman).

If the packaging itself appears to have been violated or damaged, please write down on the transport document you usually sign. Let us know on the same day, and send us pictures. Verify if any pair is missing on that carton.

If you have received a damaged item in an undamaged package, contact Steelground customer service who will be able to arrange a refund or exchange.

5 – Stocks

Do you have your items stocked?

No, we don’t. It’s very rare to have any item stocked.

Everything is order made. We have such an enormous variation and possible combination of items that it’s impossible to have footwear stocks. What we have is the bestselling materials stocked, ready to be used in your order.

Does any style ever gets discontinued?

No, we have items available for 30 years now. They are always available. However, we allow us to change some materials of a design, if they are impossible to get from any supplier. But we always maintain the original design.

What happens if any material or application is changeD in the original design?

In this situation we will alert our clients, and then they will decide if they accept those changes.
If you need any further information. Contact our customer service.

 

We are here for you

Our customer service is available from 9 a.m. to 6.30 p.m +351 255 136 617