ORDERS

DO I NEED A LUÍS ONOFRE ACCOUNT TO PLACE AN ORDER?

You do not need to create an account to make a purchase. However, we recommend that you set up a LUÍS ONOFRE account to enjoy the benefits of managing your account which includes saving your payment information, address details and reviewing your order history.

WHY ARE SOME ITEMS LISTED AS PRE-ORDER?

We give you the opportunity to get the first look at our new season collections and the unique chance to reserve and purchase these key pieces in your size. Pre-ordered items are not immediately available to be shipped out to you as they are still being created by our craftsmen.
We provide you with estimated delivery times on the product page of your chosen item, please note these are guidelines and we will update you once the order has been shipped.
Please note if you have purchased a pre-ordered item and an item that is immediately available on the same order, items will be dispatched as and when they become available
.

CAN I PURCHASE A GIFT CARD?

Absolutely! Gift cards are available online and redeemable at both Luís Onofre.com and official physical stores. For more details, please visit our Gift Cards page.
For details of your nearest store, please use our Store Locator.

HOW WILL I KNOW THAT MY ORDER HAS BEEN PLACED SUCCESSFULLY?

After you place your order, you will receive an email confirmation. This does not mean your order has been accepted. Once the details have been verified, your order will be accepted and the item will then be dispatched. You will receive a further email notification once your order is dispatched.
Our Customer Service team may be in contact once your order has been placed, as in some cases we may need to verify some details.

WHERE IS MY ORDER?

At any time, you can check the latest location of your parcel by following the tracking link in the dispatch confirmation email of your order. Or find the link on your order details in your account. Make sure to Login.

Payments & Account

WHICH PAYMENT METHODS ARE ACCEPTED?

You will find the following payments option at checkout:

  • PayPal,
  • Visa,
  • MasterCard,
  • American Express,
  • Multibanco,
  • MBway,
  • Utrust

    Safe and easy crypto payments with buyer protection. You can pay with major virtual currencies (BTC, ETH, UTK, DASH & DGB ) using your own crypto wallet. Utrust supports an increasing amount of major digital currencies and you can choose which one to use at checkout.

IS IT SAFE TO USE MY CREDIT CARD?

The security of your details is of top priority to us. To ensure that your shopping experience is safe, simple and secure LUÍS ONOFRE uses Secure Socket Layer (SSL) technology to protect the data you send to us over the internet.

All credit card transactions on this site are processed using Cybersource, a secure online payment gateway which encrypts your card details in a secure host environment. If you would prefer to place your order over the telephone, please call us and we will assist..

IS MY PERSONAL INFORMATION KEPT PRIVATE?

We will treat all the information you share with us as private and confidential. At no point will we share, rent or sell your personal information without your consent. For further details, please read the LUÍS ONOFRE Privacy Policy here.

In order to register with LUÍS ONOFRE, you are required to let us know your name and email address. To place an order, we will also require your billing address, delivery address, telephone number and payment details. If necessary, these may be used to verify and validate your order.

We may use your contact details to keep you informed of our latest collections and LUÍS ONOFRE news.

WHAT ARE THE BENEFITS OF HAVING A LUÍS ONOFRE ACCOUNT?

With a LUÍS ONOFRE account, you will have the option to receive news and updates from us, such as pre-season launch news and exclusive offer. You are also able to enjoy the benefit of saving and organising your payment information and address details, reviewing your order history and gaining access to create your own personal wish list

HOW DO I CREATE AN ACCOUNT WITH LUÍS ONOFRE?

You do not need to create an account to make a purchase or to process a return. You can use your order details in our Delivery & Returns section. To enjoy the benefits of a LUÍS ONOFRE account, you can go to the ‘Sign In/Register’ section, and follow the steps to ‘Create an Account’.

WHAT SHOULD I DO IF I’VE FORGOTTEN MY PASSWORD?

Just click on the ‘Forgot Password’ link on ‘Sign In’ page and follow the instructions. Should you experience any issues with accessing your account following this, please contact our Customer Care.

DELIVERY

CAN I AMEND MY DELIVERY ADDRESS ONCE THE ORDER HAS BEEN PLACED?

Depending on the status of your order, we may be able to amend your shipping address. Please contact Customer Care for further information. Once your order has been shipped, we are unable to make any amendments to the address.

WILL MY PARCEL BE INSURED & WILL I HAVE TO SIGN FOR IT?

Your parcel is insured by LUÍS ONOFRE during transit and until it is delivered to your chosen delivery address. A signature is required for every delivery and at this point the responsibility for the goods delivered is passed to the consignee.

CAN YOU DELIVER TO STORES?

Absolutely. We can deliver your LUÍS ONOFRE order within 24-48 hours at any of our stores in Lisbon and Porto. To see more detail, check our Stores.

WHAT SHOULD I DO IF I RECEIVE AN INCORRECT OR FAULTY ITEM?

We are sorry to hear if you have received an incorrect item, or if you believe your item has been delivered faulty. Should this be the case, you should contact our Customer Care with the following information.

  • Your proof of purchase/order number
  • A short description of the issue
  • Supporting images

Contact details can be found here. Our Customer Care will then 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 AND EXCHANGE

HOW DO I RETURN OR EXCHANGE AN ITEM?

We are pleased to offer a free returns collection service to all customers where the purchases meet our Returns Policy. For full details of how to book and process a return or exchange, please visit our Delivery & Returns page. Due to their bespoke nature, any Made-to-Order items are non-returnable.

CAN I RETURN AN ITEM PURCHASED IN THE SALE?

You may return an item you have purchased in the sale as long as it meets the requirements of our returns policy. The returns policy for sale items is the same as stipulated on the Delivery & Returns page.

WILL I RECEIVE A FULL REFUND?

Your refund will exclude the initial shipping cost. Please note refunds may take up to ten working days to appear in your account depending on your card issuer. We will email you when your refund has been processed.

WHAT IS THE BOUTIQUE RETURNS POLICY?

For merchandise purchased in a LUÍS ONOFRE store in original condition, accompanied by a sales receipt, this may be returned within 14 days for exchange or store credit.Please be advised that exchanges are subject to availability.

PRODUCTS & AVAILABILITY

WHAT IS THE SIZE RANGE AVAILABLE?

Luís Onofre shoes come in Portuguese sizing – same as Italian. Womenswear styles range from 35-41 and menswear styles range from 38-46. As sizes may be limited for individual products, please check each product for the size range available. All Made-to-Order styles are available in sizes 35-41.

HOW CAN I USE THE WISHLIST, AND DOES THIS RESERVE ITEMS?

You can add an item to your Love list by selecting the size, and clicking ‘Wishlist’’ on individual product pages. Adding an item to your Wishlist does not reserve it, but it will allow you to create a personal selection of your favourite LUÍS ONOFRE pieces. You may share your Wishlist with friends or family by email, or on Social Media. Alternatively, you can print it to take into one of our Stores.

SOMETHING IS OUT OF STOCK, CAN I STILL ORDER IT?

If your size is not available online, you click ‘Notify me’ next to your size selection to get an alert when your size is back in stock. If you need any further assistance, you can let us know what you are looking for by contacting Customer Care.

WHERE CAN I FIND INFORMATION REGARDING LUÍS ONOFRE PRODUCT CARE?

You can refer to our Product Care page for aftercare guidance. For any additional queries or repair requests, you can visit a LUÍS ONOFRE store or contact our Customer Care.

DO YOU OFFER A REPAIR SERVICE?

Whether you have purchased online or in store, LUÍS ONOFRE offers an excellent after care service and will assist with all repairs where possible. Please note that some styles may be irreparable depending on the materials used and the age of the product.

If you purchased from the website and would like to enquire about any after sales services, please contact Customer Care and a member of the team will be pleased to advise on the best course of action. You can contact our Customer Care team here.

Made to Order

WHICH LUÍS ONOFRE STYLES ARE AVAILABLE MADE TO ORDER?

Our Made-to-Order range showcases a number of quintessential LUÍS ONOFRE styles for women. All items within our Made-to-Order offering can be crafted in your desired finish from our exclusive range of materials and colours.

AM I ABLE TO CANCEL OR AMEND MY MADE-TO-ORDER PURCHASE?

Due to the bespoke nature of this service, you have 48 hours to amend or cancel your order, after which it cannot be cancelled, and payment will be taken in full. Please contact Customer Care to discuss your order details.

WHAT IS THE POLICY FOR PAYMENT AND RETURNS FOR MADE-TO-ORDER ITEMS?

We reserve the funds for your purchase at the time your order is placed. Payment will then be taken in full within 72 hours. Due to their bespoke nature, Made-to-Order items are non-returnable and non-refundable.