faq

made by us, in portugal. fabrics come from european mills, mainly in portugal and italy; each product page names the fabric and its origin.

we work with premium raw materials, sourced from certified factories mainly in Portugal and Italy. Our focus is on durability, comfort and performance, using certified materials.

our garments are designed with a contemporary, comfortable fit — never too tight, never too loose. each product page includes information about the fit. if
you're unsure, feel free to contact us at info@theproductisthehero.com for
personalised assistance.

our no season pieces come back: when a colour or a size is out, it shows as «coming soon» and returns with the next batch, usually within a few weeks. editions are different: each one is a finite, numbered run, and once it is gone, it is gone. if you are looking for something specific, send us an e-mail.

not at the moment. our products are currently available exclusively online through our official website.

all orders ship directly from our factory in lousado (vila nova de famalicão), portugal.

we ship to portugal (mainland and islands), every eu country, and to switzerland and norway. other destinations are not available at launch — if yours is one of them, drop us a message at info@theproductisthehero.com and we'll let you know when it opens.

portugal mainland: free. madeira & azores: €9.90. spain and the rest of the eu: free over €250, €12 below. switzerland and norway: free over €250, €19 below. always shown at checkout before you pay.

delivery times are counted from your order: we prepare it in one business day, then it travels. portugal mainland 2–3 business days · madeira & azores 3–4 business days · spain 3–5 business days · rest of europe, switzerland and norway 4–8 business days.

yes. As soon as your order is shipped, you'll receive a tracking link by e-mail so
you can follow your delivery.

for orders within the eu, no customs fees apply. for orders outside the eu, local
duties or taxes may apply upon delivery. these are the responsibility of the customer.

yes. you have 30 days from delivery. the first 14 days are your legal right of withdrawal: you may try the piece on as you would in a shop and send it back even if the tags are off, and we only deduct a loss in value if it was handled beyond what is needed to see what it is and how it works. from day 15 to day 30 the extension is ours, and there we do ask for the piece unworn, unwashed and with all tags and the original packaging.

send an e-mail to info@theproductisthehero.com with your order number. we reply with the instructions. from mainland portugal the return is free — we send you a prepaid label. from madeira & azores, €12 is deducted from your refund. from the rest of europe you post the piece back to us and we add €12 to your refund to cover it. if the item is defective or we made an error, return costs are always on us.

once we receive and inspect your return, we refund the original payment method within the legal 14 days — in practice 5 to 10 business days.

we inspect every piece before it leaves our factory, but if something slips through, write to info@theproductisthehero.com with a photo and a description. portuguese law gives you a legal guarantee of conformity of 3 years from delivery: repair, replacement, price reduction or refund, as provided by law. return costs in that case are always ours.

visa, mastercard and american express, plus shop pay, apple pay and google pay. every method is shown at checkout before you pay.

yes. our store is hosted on a secure platform and all payments are encrypted. we do not store any payment information.

we are here to help. send us an e-mail at info@theproductisthehero.com — we answer within one business day.

yes. write it in the order note at checkout, or e-mail us after ordering, and the piece arrives wrapped as a gift, with no price inside. no charge.

yes. the gift card is sent by email with a code, from 100 to 500 €, and is used at checkout on any piece. it does not expire. if you would like it wrapped and sent to someone, write to us.