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Welcome to Salsa help center!
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FREQUENTLY ASKED QUESTIONS

  • Purchases
    • How do I purchase a product?

      If you have any questions about how to place an order on our online store, please watch this video, which will help you to follow the steps required to complete your order process.

      Don’t forget that your order will only be placed on our system when you see the confirmation window.



      Are you still having problems placing your order? Please contact us using this form describing the difficulties you are experiencing.



    • How much does the delivery cost?

      At Salsa we cover shipping costs for your order in the following cases*:

      1. If you are a Salsa Star Diamond or Premium customer you have free shipping in all orders to countries within the European Union.*

      2. If the shipping address is in Portugal, including islands, or Spain, shipping is free for orders with a value of 24,90€ or over;

      3. If you place your order in any other European country, shipping is free for all orders with a value of 49,90€ or over;

      Read all about our shipping costs and times for European Union countries here http://www.salsastore.com/pt/index.php?id=254

       

      *Orders placed with a shipping address outside the European Union are covered and regulated by an external Salsa partner, and therefore are not covered by this plan. See conditions here. http://www.salsastore.com/pt/index.php?id=394

    • I am unable to use a discount on a sale item.

      To have free postage for all your online orders, regardless of value, you must be a Salsa Star Diamond or Premium Client.

      Salsa offers free postage for all orders inside the European Union to all its Diamond and Premium clients.

      Orders made in countries outside the European Union are not covered by this plan, as they are covered and regulated by an external partner. Check our conditions here „³ http://www.salsastore.com/pt/index.php?id=394 

    • What happens if the item that I have ordered is out of stock?

      If your order is confirmed the probability that the item will be out of stock is greatly reduced. However, should this happen, we will send you an email letting you know which item(s) is/are out of stock, and confirming the refund of the amount that you paid for the item(s). The refund will be made the same way that you made the payment. If you made the payment using a Multibanco reference, we will contact you by email requesting the bank account number to which we should refund the amount.

       

      If you have any additional questions please contact us using this form, stating your order number.

    • Where can I get the invoice for my order?

      If you made your purchase through your customer account, you can go to the ‘Purchased Items’ menu in your ’Customer Area’ where you will find all the purchases you have made on our online store. Your invoice can be found and downloaded by clicking the Details option in the order for which you require the invoice, and clicking on the option to download your invoice (see image below).



      If you have made the order as a non-registered customer, your invoice will be sent as an attachment in the email confirming the dispatch of your item.


       


      If you have any other question regarding the invoice process please contact us using this form, stating your order number.



    • I made a mistake with the product/size and I would like to change the size/ change the product before receiving the item.

      It is not possible to change an order after it has been completed. If you have more than one item in the order we recommend that you wait until you receive the order and proceed with an exchange or a refund of the item in error.

      If your order is just one item, please check the status of your order in the ‘Purchased Items’ menu in the ‘Customer Area’.

      If the status of your order is either: ‘payment pending’, ‘approved’, ‘sorting’, you can contact us using the form below in order to process the cancellation and make a new order.

      If the order status is ‘sorted’ or ‘in transit’, it will no longer be possible to cancel the order. You will need to wait until you receive the item to then request a refund.

      If your item has already been delivered to the shipping company, we will be unable to cancel your order. In this case you will have to wait to receive the item and then request an exchange or refund. Read more information about exchanges and refunds.


      If you have any unanswered questions regarding this process please contact us using this form, stating your order number.

    • Can I subsequently cancel my order?

      As long as the package has not left our warehouse, the order may be cancelled. You can check your order Status in My Account, option View My Orders. Cancellations can be carried out by contacting our Customer Care under phone: +351 252 090 512.


      If the package has already left our warehouse, you have to follow the return policy (please see our Returns Policy).

    • I made a mistake with my delivery address, how can I change it?


      1. Delivery in Portugal


      If you made your purchase through your customer account, please go to the ‘Purchased Items’ menu in your ’Customer Area’ and check the status of your item.


      If the status of your order is either: ‘payment pending’, ‘approved’, ‘sorting’, you can contact us using the form below in order to process with the change of address.


      If the order status is ‘sorted’ or ‘in transit’, you should wait to receive the text message with the delivery number and delivery date and then contact Chronopost directly by calling 229688389 and request the alteration of your delivery address.


      If you made your order as an unregistered customer, please contact us using the form below in order for us to check the status of your order.



       

      2. Delivery in the EU

      If you made your purchase through your customer account, please go to the ‘Purchased Items’ menu in your ’Customer Area’ and check the status of your item.

      If the status of your order is either: ‘payment pending’, ‘approved’, ‘sorting’, you can contact us using the form below in order to process with the change of address.

      If the order status is ‘sorted’ or ‘in transit’, you should wait to receive the text message with the delivery number and delivery date and then contact DHL directly and request the alteration of your delivery address.

       

      If you made your order as an unregistered customer, please contact us using the form below in order for us to check the status of your order.

    • Can I order an item that I cannot find in the Salsa jeans Online Shop?

      We can only fulfill orders that are available in the Salsa Jeans online shop.

    • Can I purchase from the Salsa online shop from anywhere in the world?

      At this moment, you can shop from anywhere in the world, but the delivery address must be in:

      - Within the European Union;

      - Switzerland;

      - United States of America;

      - Canada;

      - Mexico;

      - Brasil.

    • Is it possible to place an order from a different Country from the one I am shipping to?

      It is not possible to place an order from a Country other than the Country of destination. The delivery address must be within a country belonging to the E.U. (please see the countries we ship for in Shipping menu). Orders made from a Country site different from the one you are shipping to, or to addresses to which our courier cannot ship (P.O. Boxes, General Delivery/Poste addresses) will be automatically cancelled.

    • Can I make an telephone order or make an order by e-mail/post or fax?

      For technical reasons, placing a telephone order or ordering by email/post/fax is unfortunately not possible.

    • What is the Wish List and how does it work?

      Registered users can save their favorite products by adding them to the Wish List. To add a new product, just click on the Add to Wish List link in the selected Product page after you have chosen the color and size.
      Please remember that adding a product to the Wish List does not mean reserving the item. Other customers may purchase the same product before you, and therefore the item could be sold out before you decide to order it. For this reason, Salsa Online Store offers you the possibility of receiving an e-mail warning when there is only one item left in the selected size and color combination.

    • How many orders can I place?

      Orders with VISA or Paypal payments have no limit, you can place as many as you wish. However, orders with delivery in Portugal, can be payed with MB. For these orders we limit up to 3 in a period of 5 days. Salsa reserves the right to cancel orders in these conditions.

  • Payments
    • Will I receive an invoice for my order?

      Yes. During checkout, you will be asked to provide billing information. You will then be sent an e-mail containing the invoice for your order when the shipping process begins.

    • Which payment methods are available?

      You can pay for your order through our online store using Visa or MasterCard credit card, Paypal, E-gift (Voucher) or Multibanco if you are in Portugal.

    • Can I pay for it upon receipt?

      We do not have a service which allows for payment upon receipt

    • Do I have to pay extra taxes on my order?

      VAT tax has already been included in the product price, as shown on all pages of the website and in your Shopping Bag. There will be no extra duties charged on your order if the shipping is for Countries inside the EU. For shipping outside the EU countries, taxes, duties and shipping will be aplied at the checkout.

    • How can I be sure that my card details are secure?

      www.salsastore.com  guarantees the highest security level for every purchase. Payment data are collected through the most technologically advanced codification systems (SSL) and Salsa Jeans Online Store uses a VeriSign secure server and an ATW certificate to ensure maximum protection. Security during the payment process: all data is transmitted in SSL encrypted format.
      For payment with Visa and MasterCard only SEC (Secure Electronic Trading) transactions will be accepted. After confirming that the card is part of the SEC system, the system will connect with the issuing bank in order for the customer to authorize the purchase. As soon as the bank has confirmed the authentication, the charge will be made against the card. Otherwise, the order will be cancelled.

    • I am unable to complete the order using the "Credit Card" payment option.

      Check whether all credit card data has been entered correctly.

    • What is the CVV/CID/CVC?

      The Card Verification Value or Code (CVV or CVC) or the Card Identification Code (CID) is a security
      feature for Credit or Debit Card transactions, giving increased protection against Credit Card fraud. The number is generated when the card is issued, by encrypting the Card Number and Expiration Date under a key known only to the issuing bank. Supplying this code in a transaction is intended to verify that the customer has the card in their physical possession.

      For MasterCard and Visa Credit and Debit Cards, this is a 3-digit code printed on the back of the card and it appears in reverse italic at the top of the signature panel.

  • Gift/E-gift
    • What are the general conditions to use the e-gifts?

      The e-gifts acquired and issued through our online store are only for use in www.salsastore.com;
      Following the acquisition or issue of e-gift, the same is not redeemable for cash and cannot be reimbursed by any other type of payment (wire transfer, Visa/MasterCard or PayPal);
      In case of refund, if you chose for the reimbursement with e-gift method, it will be sent to the e-mail filled in on your order, so when the compliance of the articles were validated at our warehouse;
      The e-gift generated as part of a return it is not convertible to cash or the same payment method used by the customer in the original order;
      Orders reimbursements paid with e-gifts will always be returned by the same method with another e-gift; An e-gift can be used for purchases with the same value, superior or inferior of your sale. If the value of your purchase is superior than your sale, the system will require the payment of the remaining amount.
      If the value of your purchase is inferior than the sale of your e-gift it will be keep the surplus value. Your e-gift can be used while you have sale in it.

      You are able to use more than one e-gift in the same order.

      You can confer at any time your e-gift sale if you went to your Customer Area, selecting the profile tab and choosing the "E-Gift Sale" option; The e-gifts acquisitions are not combinable with campaigns, discounts or promotions; The use of e-gifts is valid in any article and combined with campaigns, discounts and promotions.

       

  • Deliveries
  • Information about purchases
  • Online store
    • How can I return a product?

      To find out how to return an item on our online store please watch the video below, which show you the steps to follow.

       

      Don’t forget that your request for a return is only submitted when the whole process is complete. You will receive an email confirming your request for a return at the end.

      If you have several items to send back in the same order, you will need to place them together to exchange or return them. After you have requested the exchange or return of an item in the order, our site will not allow you to request another exchange or return.



      If your order has been placed as an unregistered customer, you should start this process by going to the last email you received from Salsa regarding this order. The subject of this email is “Confirmation of Dispatch/ Invoice”. In this email you will find a link which will allow you to request an exchange or return.


      If you still have queries regarding the returns process, please use this form to contact us, describing the difficulties you are experiencing. Please state your order number so that we can help you as quickly as possible.


    • How do I exchange an item? (size)

      To find out how to exchange an item on our online store please watch the video below, which show you the steps to follow.

       

      Don’t forget that your request for an exchange is only submitted when the whole process is complete. You will receive an email confirming your request for an exchangeat the end.

      If you have several items to send back in the same order, you will need to place them together to exchange or return them. After you have requested the exchange or return of an item in the order, our site will not allow you to request another exchange or return.




      If your order has been placed as an unregistered customer, you should start this process by going to the last email you received from Salsa regarding this order. The subject of this email is “Confirmation of Dispatch/ Invoice”. In this email you will find a link which will allow you to request an exchange or return.


      If you still have queries regarding the exchange or returns process, please use this form to contact us, describing the difficulties you are experiencing. Please state your order number so that we can help you as quickly as possible.


    • Can I exchange one product for another?

      Store.salsastore.com wants you to be fully satisfied with your purchase: for this reason, you have the right to change the size of the articles that you bought on Salsa Jeans Online shop within 30 days from the date your order was delivered to you.



      To find out how to exchange an item on our online store please watch the videos below, which show you the steps to follow.


      Don’t forget that your request for an exchange is only submitted when the whole process is complete. You will receive an email confirming your request for an exchange at the end.


      If you have several items to send back in the same order, you will need to place them together to exchange or return them. After you have requested the exchange or return of an item in the order, our site will not allow you to request another exchange or return.



      If your order has been placed as an unregistered customer, you should start this process by going to the last email you received from Salsa regarding this order. The subject of this email is “Confirmation of Dispatch/ Invoice”. In this email you will find a link which will allow you to request an exchange or return.


      If you still have queries regarding the exchange or returns process, please use this form to contact us, describing the difficulties you are experiencing. Please state your order number so that we can help you as quickly as possible.


    • How much do I have to pay for return shipping?

      On our online store returns and exchanges made to your order inside the European Union are free, as the collection of your item is arranged automatically with the shipping company after the exchange or returns process is completed. At the end of the process you will receive an email confirming your request for an exchange or return.

      If you have made your order in a country outside the European Union the process is managed by an external Salsa partner. See the conditions here:  http://www.salsastore.com/pt/index.php?id=394


    • When will the shipping company come to collect the items I wish to exchange or send back?

      Portugal

      When you complete the returns process you will be shown the method and date of collection.

      If you have selected the option for collection from your address, collections are usually done on the same day or on the following working day.

       


      Pick up in the EU

       

      When you complete the returns process you will be shown the method and date of collection. Collection will usually be on the following working day.

      At the end of the process, an email is sent with the confirmation of your exchange/ return. In this email you will find all the details relating to the process of your refund.

      These details can also be used to change the collection date and address of your order.

       

                             

      If you have any additional questions or if you opted for home collection more than 2 working days ago and the shipping company still has not collected the item, please contact us using this form

    • When will I receive the refund?

      The refund can be done in two ways: E-Gift/ Gift voucher or using the same method of payment that you used.

      When you are going through the returns process you will be able to select your preferred refund method.

       

      If you choose the E-gift/ Gift voucher refund options, you will be contacted by email and given a code that you will only be able to use on Salsa’s online store, on one or several purchases, until you have used the whole amount of the voucher. This is the quickest refund method, as your code will be sent as soon your package has been received in our warehouse and checked by our quality control department. See e-gift/ gift voucher conditions here.

       

      If you prefer, you can request the refund to be paid the same way as you made the payment. You will be refunded using the same method that you used to pay for the order, to your bank account associated to your credit card or your Paypal account. If the payment was made using Multibanco, you will be asked for your bank account number for the refund.

       

      If you have any question or problem related to the refund process, please contact us using this form stating your order number and your question.


    • When will I be refunded for my order?

      When your returned items have reached our warehouse and have been checked by our quality control department, you will be refunded within 15 days.

      As soon as the refund has been made you will receive a confirmation email.

       

      If you have any question or problem related to the refund process, please contact us using this form stating your order number and your question.

    • Am I able to exchange or return items after 30 days?

      The maximum timeframe for exchanges or returns if you are unsatisfied with the items you purchased on our online store is 30 days after you have received them.

      After this timeframe it will no longer be possible to exchange or return your items.

      However, if your item is faulty, please contact us using this form. In order for us to respond as quickly as possible, please attach photos of the item that appears to be faulty.

    • Can I return in a physical shop Salsa?

      The products bought in the online store can only be exchanged or returned in the online store.

    • What do I do if the original packaging is unusable?

      Should the original package be unusable, you may replace it with a box the same size and thickness. Salsa Jeans online shop will not accept the return of footwear just in its box without an external package, damaged products, or products lacking the identification tag and disposable seal.

  • Store
    • What exchange and returns conditions apply in Salsa stores

      The conditions for purchases, exchanges and returns applicable in each Salsa store are specific to each country and type of store, and can be found in store. You can also find exchange and returns conditions on the back side of your receipt, so that you can consult them at any time after your purchase.




      The conditions for exchanges and returns applicable in each Salsa store are specific to each country and type of store, and can be found in store.


      Exchanges, returns or warranty processes in a different country or store type to the one in which the purchase was made are not accepted.




      If you have any additional question please contact us using this form stating your question, item reference, the date and the store in which you purchased your item.



    • Can I exchange an item bought in a different country?

      Exchanges and warranty/ after-sales service requests are only available in stores of the same type and within the same country.

      For example, exchanges or complaints of an item bought in a non-outlet Salsa store in Portugal can only be made in the same type of store in Portugal, and not in outlet stores or El Corte Inglês.

    • I bought my item in a store that had Salsa products, but it wasn’t a Salsa store. How can I return it or start an after-sales warranty process?

      If you bought a Salsa item in a non-Salsa store, the conditions that will apply are those of the store or retail chain in which you bought your item.

      If you have any questions you should get in touch with the respective store, as all returns or after-sales processes are the responsibility of each store.

    • My item is faulty. What can I do?

      if you have a question about an item bought in a Salsa store please go to the store with your item and your receipt, where the employees in store will be able to help.

      Don’t forget, this can only be done in the same type of Salsa store in the same country of purchase.


      If you have any question related to your item and you think we can help you from a distance, please contact us using this form, stating the item reference, date, the purchase store and your question.

  • Where can I find the campaigns that Salsa is taking place?

    See all the campaignes availables here.

  • What is a Promotional Code?

    It is a personal code, issued on special occasions, which allows you to take advantage of exclusive promotions on services and products offered by Salsa. The Promotional Code box is displayed on the first page of the Shopping Bag. After you have added your items to the Shopping Bag, enter your code and click Apply to obtain your new total.
    Register with Salsa Star and you will have more chances of receiving a Promotional Code.

  • What is the Annual Discount?

    10% Discount given after your first purchase, with a recurrence that varies depending on your present level. Silver – each 12 months | Gold – each 6 months | Diamond – each 4 months | Premium – each 3 months.

  • What is the Birthday Discount?

    Salsa wishes you a Happy Birthday and gives you a discount to use at this special date! The more points you have the bigger will be the discount.

  • I am unable to use a discount on a sale item

    Salsa Star discounts cannot be used in conjunction with other discounts, campaigns or promotions, and are not valid for promotional, sales or outlet items.

    If it is a campaign discount, please check the terms and conditions of the campaign.

    If you have any additional questions related to this topic you can contact us using this form.

  • Salsa Star Program
  • Customer Area
  • My product has a problem. What can I do?

    If you have any question about the item you bought in a Salsa Store, please go to the store with the item and your receipt, where the employees in store can help you.


    Don’t forget, this can only be done in the same type of Salsa store in the same country of purchase.


     


    If you have any question related to your item and you think we can help you from a distance, please contact us using this form, stating the item reference, date, the purchase store and your question.




  • I have questions about an item bought in Salsa’s online store

    If you have any questions related to an item bought from our online store, please contact us using the form below, stating your questions and the item reference and the number of the order in which you acquired the item.

    If possible, to allow us to respond quicker, please attach photos showing the problem in question.

  • I bought my item in a store that had Salsa products, but it wasn’t a Salsa store. How can I return it or start an after-sales warranty process?

    If you bought a Salsa item in a non-Salsa store, the conditions that will apply are those of the store or retail chain in which you bought your item.

    If you have any questions you should get in touch with the respective store, as all returns or after-sales processes are the responsibility of each store.


  • Sizes
  • Availability articles
    • I would like to know if an item is in stock in a physical store

      To find out if a specific item is in stock in a Salsa store, you can contact us using the contact form. Please state the reference number and the required size, so that we can help you as quickly as possible.

    • I would like to know if an item is in stock on your online store.

      All items that are available to buy on our online store are shown on our website. You can search for any product using its reference number. If you are having any problems, please watch the video that shows you how to search for an item.


      If you have any question related to this topic please contact us using the contact form.




    • My size/color is out of stock. Can I be contacted by email if it becomes available?

      If the size/color you would like is out of stock, you can request that we send an email alert if your size becomes available within the following 15 days.

      To make this request, you just need to select the size you require and if it is out of stock this option will be shown. All you need to do is enter the email address to which you wish to receive the alert. If you are unsure about anything please watch this video showing you what to do.



      If after 15 days the item has not become available the alert will be cancelled. Please check your junk or spam folder in your email and mark our email addresses as safe to ensure that you correctly receive our emails.


      If you have any questions related to this topic please contact us using the contact form.




  • Composition and care of the Salsa products
    • It is possible to know the products composition?

      To assist you during your purchase, we provide you with information on the composition of all garments. This information is available in detail for each garment.

    • How should I care for my items?

      You will find washing instructions that you should follow on the inside label of your item. If you are unsure about anything please contact us using the form below stating the reference number of the item whose washing instructions you are unsure about.

    • DENIM

      Denim items tend to lose their colour with use and this is due to the particular dying process using Indigo, where some particles on the surface are lost with each wash. 

       

      Salsa advises you to always wash your jeans inside-out so as not to fade. Take them out of the washing machine as soon as the programme finishes so they do not get creased.

       

      When washing your jeans, use as little detergent as possible, preferably neutral or non-biological. Dry inside-out and never exposed to direct sunlight.

       

      Always follow the cleaning instructions in the label and pay special attention to jeans with applications or that are torn. Try to wash your jeans as rarely as possible to keep the initial look for longer.

    • NATURAL FIBRES

       Cotton/Linen

       

      Natural plant fibre that is strong and comfortable.

      Can be machine washed at a medium temperature with any kind of detergent. Some bleaches can be used on white items, never on coloured items.

      Can be tumble dried at a medium temperature.

      Since cotton is not elastic, it can become wrinkled after drying so needs to be ironed at a high temperature to regain its original shape.

       

       

      Wool

       

      Natural animal fibre that is flexible and pleasant to the touch.

      Care for your woollen items by hanging them on padded hangers, with nothing in the pockets, the buttons/zip closed and without a belt if there is one.

      The fibres are very sensitive to heat so items should be dry cleaned or hand-washed in cold water as they can shrink when machine washed.

      Do not use bleach on woollen items as it destroys the fibres. Air-dry the items, preferably lying flat and never hung and iron on the "WOOL" temperature while still slightly damp.

      It may gradually lose colour and softness with washing.

       

       

      Silk

       

      Natural animal fibre that is light and strong.

      Silk is highly reactive to chemicals (deodorant, perfumes etc.) and high temperatures; so silk items should be hand washed or cleaned by professionals. Do not tumble dry or steam iron

    • SYNTHETIC FIBRES

       Viscose

       

      Plant-based artificial fibre that is soft and cool.

      This fibre loses some resistance when damp and cannot support high temperatures during machine washing or ironing. Should be hand-washed. Do not wring or spin excessively to remove excess water and air dry out of direct sunshine.

      Iron from the inside, placing some kind of protection between the item and the iron and iron at no more than 110ºC.

      The fabric may shrink or expand if not washed according to the instructions. However, it normally reverts to its natural state if hung for 1 to 2 days.

      This kind of care also goes for items with a mixture of viscose, lyocell and modal for instance.

       

       

      Polyamide/ Acrylics and polyester

       

      These are synthetic fibres that are extremely durable and do not deform easily.

      They should always be hand-washed, particularly knitted items to increase the item's lifespan, though these items can also be washed in a machine at medium temperatures. Generally try to use a fabric softener to reduce the static electricity that is common in fabrics such as polyester.

      You can tumble dry at a low temperature to remove excess humidity, but dry the rest in the fresh air. This helps the item to maintain its original shape and not wrinkle. If you still need to iron, use a low temperature

       

       

      Polyeurethane

       

      It can normally be hand-washed, but for best results use dry cleaning.

      Always follow the cleaning instructions.

    • LEATHER

       

      Leather and suede items must always be cleaned by a specialist.

    • DYING

       

      The first 2 or 3 washes are fundamental to preserve dyed items such as denim or those dyed with pigments so take as much care as possible.

       

      Although we treat and finish all our dyed items, some natural pigments may still remain and are released in the first few washes.

       

      Therefore it is natural that they lose some colour in this period. Always follow the cleaning instructions for best results.

  • Customer Care Contact

    For any further doubt, query or suggestion, please send us your comments. Find our contacts here.

  • My product is faulty. What can I do?

    If you have any question about an item bought in a Salsa store please go to the store with your item and your receipt, where the employees in store will be able to help.

    Don’t forget, this can only be done in the same type of Salsa store in the same country of purchase.


    If you have any question related with your item and you think we can help you from a distance, please contact us using this form, stating the item reference, date, the purchase store and your question.

  • Phone
  • Email
  • What are Cookies?

    Cookies are alphanumerical identification elements that we transfer to the hard drive of your computer via your web browser. They enable our systems to recognise your browser and to offer you services, such as saving items in your shopping bag.
    The Help function available in the menu bar of the majority of web browsers will explain how you can prevent your browser accepting new cookies, how you tell your browser when you have received a new cookie or how to deactivate all received cookies.
    We also recommend that you log off completely when you finish using a computer that is shared and that has a browser set to accept cookies.