SHIPPING
Our orders are shipped with DPD in Portugal, and with DHL internationally.
Your parcel is insured by LUÍS ONOFRE during the time it is in transit until it is delivered to you. A signature is required for every delivery and it is at this point where the responsibility for the goods delivered is passed to the consignee.
Please note that delivery times are guidelines and may vary during our seasonal sale times.
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Portugal |
Rest of EUROPE |
Rest of the WORLD |
| Free delivery on orders of 400€+ | Free delivery on orders of 400€+ | €30 |
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€10* |
€20 |
€30 |
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24-48h |
2-3 workdays |
3-4 workdays |
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Exchanges: FREE Worldwide 14-day | Returns: Paid 14-day |
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Pre-Sale items: delivered in 15-20 days | Extended Exchanges to 30 days. |
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Local sales taxes or import duties apply and may be charged upon delivery. |
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*If you are not in your address at delivery time, your parcel will be delivered at the nearest DPD Pickup point. You will then receive an automatic notification with the details to collect your parcel there.
PRE-ORDERS
Pre-ordered items are not immediately available to be shipped out to you. We will deliver your order within 15-20 calendar days and we will keep you updated on the latest status of your order.
Items are eligible for returns as long as they meet the requirements of our Returns Policy (see below). Due to the early release nature of Pre-Sale items, we offer extended 30 calendar days for exchanges and returns.
RETURNS
All goods should be returned within 14 calendar days of the date of receiving your order. Once your return is received, it will be thoroughly inspected in accordance with our Returns Policy (see below).
Once accepted, you will receive an e-mail confirmation of your return and refund. The outbound shipping charge will not be refunded.
Please note that refunds may take up to 5 workdays to appear in your account depending on your card issuer.
To request a Return, please follow the steps below.
EXCHANGES
Exchanging an item for a different size, color or style is free of charge, however, all exchanges are subject to stock availability and in adherence to our Returns Policy. Please note that any items purchased can be booked for a free exchange only once.
If you are unable to find a desired item to exchange your order for within 14 days, we will credit your refund in your account so you can use it in a new order – the value difference stays credited in your account, or is charged at checkout. Your credited refunds do not expire for as long as your LUÍS ONOFRE account is active.
We are unable to process exchanges which are not booked via our Online Support or after your order has been shipped back.
Once the original item is received, it will be processed according to our Returns Policy (see below), the exchange order will be shipped and you will receive confirmation of the same.
If you are located outside the EU you will be required to pay additional taxes and duties on the replacement item.
To request an exchange, please follow the steps below.
HOW TO MAKE A RETURN OR EXCHANGE
1) Contact our Online Support Team to request your exchange.
2) Our Team will take your request and send you a confirmation email once processed (with return address).
LUÍS ONOFRE is not liable for any returned goods that do not reach our warehouse.
IMPORTANT INFORMATION:
- Please send all the items you wish to return from the same order in one parcel.
- Items should be returned new, unused and with all tags still attached. In addition, shoes should be returned in their original, undamaged shoe box as this is considered part of the product.
- Only returns using our approved returns service will be liable for insurance where proof of collection is provided.
FAULTY ITEMS
An item is deemed faulty if it has been received by you in an imperfect condition or if there is a subsequent manufacturing fault within a period of 1 year after delivery. We do not consider wear and tear to be a fault; you may refer to our Product Care Guide for further information.
To return a faulty item to us, you should contact our Online Support Team with the following information.
- Your proof of purchase/order number
- A short description of the fault
- Supporting images
Our Team will be in touch to advise the next steps.
All items that are returned as faulty are thoroughly inspected by our quality control experts to deem whether an item is faulty or whether it is fair wear and tear. We may be able to offer to repair your item but please note that repairs are not guaranteed.
If in the rare event that your item is faulty due to a design error, we may be able to replace your item. Replacements are subject to availability and we ask that you state you would like this option at the time you request a return.
RETURNS & EXCHANGES POLICY
All goods should be returned within 14 calendar days of the date of receiving your order and should be compliant with the below returns policy.
LUÍS ONOFRE will not accept returns for any items that have been worn, exposed to damaging elements or if any of the original tags have been removed. Returns that are soiled or damaged through wear and tear may not be accepted for a refund or exchange. If you receive an item in a damaged state or without tags, we ask you to contact our Online Support immediately. We strongly recommend that products and packaging are checked thoroughly before they are tried on, or any tags or packing are disposed of.
All shoes should be tried on a carpeted surface and kept in the protective packaging until you are certain you are keeping them. The original LUÍS ONOFRE shoe box is considered a part of the product and shoes returned without it may be sent back to the customer.
While we are unable to exchange items for alternative styles and colours, we are able to assist by ensuring a smooth return and full refund, and then provide assistance with placing a new order for the preferred item. Please note any duties and taxes will be incurred again as per exchanges.
International custom duties and taxes are not refunded for shipments outside of the European Union.
Once your return is accepted, you will receive an email confirmation of your return and refund. The shipping charge will not be refunded.
Returns and Exchanges from Portugal
We request that Returns and Exchanges are made through our shipping partner DPD. The return address is stated on the free shipping label supplied to you for the return by our Online Support Team. Failure to obtain an RMA or return goods using the DPD returns process does not affect your statutory rights.
LUÍS ONOFRE is not liable for any returned goods which are not returned in this way.
Once your return is accepted, you will receive an e-mail confirmation of your return and refund.
The shipping charge will not be refunded.
You can also return your order directly to a Luis Onofre store, in Porto or Lisbon, without any cost.
FREE Worldwide Exchanges
We provide you with the option to exchange your purchase for a more suitable item free of charge, to ensure your full satisfaction. However, all exchanges are subject to stock availability and in adherence to our Returns Policy. Please note that any items purchased can be booked for a free exchange only once.
We are unable to process exchanges which are not booked via our Online Support or after your order has been shipped back.
For deliveries outside the EU you will be required to pay additional taxes and duties on the replacement item.
STANDARD Returns from Europe & Rest of the World
We provide you with the option of returning and exchanging your order using your preferred method or carrier — home collection service or local post office — at your own cost. LUÍS ONOFRE is not liable for any returned goods that do not reach our warehouse or get damaged in transit. Failure to obtain an RMA does not affect your statutory rights.
All undamaged, correctly returned products will be credited to the original purchaser’s account excluding delivery charges.
Any items that have been altered or repaired by an external repair service will not be accepted for a refund or exchange.