Given the nature of our pre-order service, payment will be taken in full at the time of placing the order.
Pre-orders are delivered 15 to 20 calendar days after order confirmation date.
Pre-sales can be cancelled within 24h from confirmation, after which your pre-order can only be exchanged for other products.
Exchanges can be requested from delivery date to 14 calendar days after the collection becomes ready-to-order – you will be notified about the official collection release date via email.
All exchanges are subject to stock availability and adherence to our returns policy.
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.
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
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.
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.
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
You will find the following payments option at checkout:
- American Express,
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.
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..
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.
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
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’.
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.
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.
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.
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.
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
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.
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.
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.
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
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.
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.
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.
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.
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
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.
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.
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.