Delivery & Returns

1. 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.

Portugal

Spain

Rest of EUROPE

Rest of the WORLD
Free delivery on orders of 400€+ Free delivery on orders of 400€+ Free delivery on orders of 400€+ €30

€10*
FREE at DPD Pickup points

€10

€20

€30

24-48h

2-3 workdays

2-3 workdays

3-4 workdays

Exchanges: FREE Worldwide 14-day  |  Returns: Paid 14-day 

Local sales taxes or import duties apply and may be charged upon delivery.

Pre-Sale items: delivered in 15-20 days | Extended Exchanges to 30 days.

 

*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.

2. 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.

 

3. RETURNS & EXCHANGES

We want you to love your LUÍS ONOFRE purchase.
If for any reason you are not completely satisfied, you may return or exchange your order within 14 calendar days of receiving it — provided it meets the conditions below.

 

3.1 RETURN CONDITIONS

  • Items must be new, unworn, and in perfect condition, with all original tags, dust bags, and packaging intact.

  • The original LUÍS ONOFRE shoe box is considered part of the product — returns without it may be refused.

  • All shoes should be tried on a carpeted surface until you are sure you wish to keep them.

  • Returns showing signs of wear, damage, or missing tags will not be accepted.

  • If you receive an item in a damaged state or missing tags, please contact our Online Support Team immediately.

  • Returns are the customer’s responsibility until they reach our warehouse — we recommend using a tracked and insured service.

  • LUÍS ONOFRE is not responsible for returns lost or damaged in transit.

  • Items altered or repaired by third parties are not eligible for return or exchange.

💡 We recommend keeping all packaging until you are certain you’ll keep your items.


 

 

3.2 HOW TO MAKE A RETURN OR EXCHANGE

  1. Contact our Online Support Team to request a return or exchange.

  2. Our team will confirm your request and send you the return address and, when applicable, a prepaid label.

Please send all items from the same order in one parcel.
Only returns made through our approved service are insured and traceable.


 

 

3.3 REFUNDS

Once your return is received and approved, you’ll receive a confirmation email and your refund will be issued to the original payment method.

Please note:

  • Refunds may take up to 7 working days to appear, depending on your card issuer.

  • Shipping charges are non-refundable.

  • International duties and taxes (outside the EU) are non-refundable.

  • Return shipping costs are borne by the customer, except in the case of faulty or incorrect items.


 

 

3.4 EXCHANGES

You can exchange your item for a different size, colour, or style, free of charge — subject to stock availability and our Returns Policy.
Each order is eligible for one free exchange.

  • All exchanges must be booked through Online Support Team before returning the original item.

  • Once received and approved, your exchange order will be shipped and confirmed by email.

  • If you cannot find a replacement within 14 days, we will issue a store credit to your LUÍS ONOFRE account, valid as long as your account remains active.

  • For deliveries outside the EU, additional duties and taxes apply to replacement items.

 

3.5 EXCHANGES FROM PORTUGAL

  • Exchanges within Portugal are free of charge and handled through our DPD partner.

  • You’ll receive a prepaid return label from our Online Support Team.

  • Returns not using the DPD process or without prior authorization (RMA) may not be accepted.

  • You may also return or exchange your item directly at a LUÍS ONOFRE boutique in Porto or Lisbon, free of charge.

Please note: Outbound shipping costs are non-refundable.

 


4. FAULTY ITEMS

If you believe your item is faulty, please contact our Online Support Team with:

  • Your order number

  • A brief description of the issue

  • Supporting images

An item is considered faulty if it arrives damaged or develops a manufacturing defect within one year of delivery.
Our quality control experts will assess all claims to determine if the fault is due to manufacturing or fair wear and tear.

  • We may offer a repair or replacement, depending on availability.

  • Repairs are not guaranteed and are assessed on a case-by-case basis.