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Exchanging an item for a more suitable size is free of charge, however all exchanges are subject to stock availability.
To exchange your item, follow the following steps:
Portugal:
1- Send and email to onlinesupport@luisonofre.com to request exchange within 30 days of receiving your order.
2- Go to the CTT point near you and send the product to:
Avenida da Liberdade 247,
1250-149 Lisbon, Portugal.
International:
1- Send an email to onlinesupport@luisonofre.com to request the return or the exchange within 30 days of receiving your order. Luis Onofre also reserves the right to charge any costs of recovery of the goods received after 30 days.
2 – Book your free collection with our shipping partner by phone: +44 (0)844 248 0844 or you may visit www.dhl.com and select your country to find the contact details of your local DHL branch.
3 – Complete and sign the returns pro forma invoice that you received with your order (and fill in the DHL air waybill if applicable). We ask that you do not seal your parcel as the driver will be required to check the contents.
4- You will be notified by email once your return has been received and processed.
To ensure that your return is processed as quickly as possible, send all the items you wish to return from one order in one parcel along with your returns pro former.
If you are for whatever reason not happy with the products you ordered, you may return the products delivered to you within 14 calendar days after delivery, as long as:
You are entitled to return products delivered to you in the event that they are defective or otherwise not in conformity with your order when you received them.
You can do so within 30 days after you receive the item. The identification tag must still be attached to the product. We will fully examine the return product and will notify of your right to a refund (if any). In general, the refund will be processed within 10 working days and in any case, within 30 days of the day that you received the e-mail confirmation of the return right. Refunds will be issued based on the original form of payment.
This does not affect your statutory rights.
When we receive the product and confirm that it is intact and followed the Exchanges & Returns Policy, we will notify you by e-mail with a coupon code. In that coupon code, you have the total amount of your previous order, excluding shipping fees and you can use in your next order.
In the case of defective product, and only in this case, the costumer is refunded in full using the same payment method.
LUÍS ONOFRE uses the highest quality of Leathers and Materials. To enjoy your LUÍS ONOFRE product for a long time, we recommend to take note of the following care information.
Our products are the result of extensive research and testing prior to sale, resulting in the fine details that define high-quality luxury. Slight variations in leathers and skins are entirely normal for the type of natural materials used by LUÍS ONOFRE.
For additional and specific care guidance for your product, please view the Product Care Guide below. You may also ask for advice in your LUÍS ONOFRE store. Or for any further information, you can contact our Customer Services team.
As a natural material, even the most luxurious leathers can age with time and use and need to be cared for to maintain their optimum condition. Naturally tanned leathers such as Vacchetta may with use and exposure to light alter in colour. This is not a fault and is seen as the natural aging of this beautiful material.
Due to the nature of Patent Leathers and the finish used, it is possible that dye can transfer onto the leather causing irreversible damage. Always store your product in its dust bag and avoid contact with darker colour materials..
Strong as leather may be, they still become marked with wear and will require occasional maintenance as with all leather products. Any loose dirt can be wiped away with a soft damp cloth and dried immediately away from direct heat.
Materials such as Suede go through an extensive finishing process, but due to the nature of this group of materials, may transfer colour onto lighter coloured items. Suede is a very absorbent material and therefore marks easily.
We recommend using a good quality suede protector to keep products water-guarded and in good condition for longer. A good quality suede brush may be used to remove loose dirt. Care should be taken as excessive use can cause permanent damage.
Due to the artisanal processes used at LUÍS ONOFRE, we have a number of unique fabrics & materials (such as cork, wood, acrylic, rubber) which require specific care.
For coarse or rough finishes, please avoid contact with delicate fabrics or materials susceptible to damage
A soft damp cloth can be used to remove any loose dirt. For fabrics, we also recommend using a suitable protector spray.
Due to the artisanal processes, every piece made by LUÍS ONOFRE is unique in its embellishment pattern.
Wear may cause scratching and loss of the original shine finish. For coarse or rough crystal finishes, please avoid contact with delicate fabrics or materials susceptible to damage.
