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EXCHANGES
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 [email protected] 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 [email protected] 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.
RETURNING PRODUCTS
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:
- the products are unwashed and not used in any way.
- the product is in its original, undamaged packaging (a carefully opened package will not be considered damaged)
- the product is complete: e.g. both items of a pair must be returned.
DEFECTIVE PRODUCT RETURNS
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.
AFTER RETURN
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.