Return

I'm not satisfied with the article I bought. Can I exchange it for another item?
Portugal Continental, Madeira e Azores: Yes, you can change the size and/or colour of the item you have purchased.
Other Countries: Currently, it is not possible to exchange your purchase, you may return it and place a new order.
What are the return costs?
You can check the return costs for your country below:

Mainland Portugal: Shipping costs must be paid by the sender and will not be refunded by MLV. Shipping costs are free for the first size/colour exchange.
There are two options available for returns:
» Your return will be scheduled for collection by the carrier Nacex at a cost of £4.90 (deducted from your refund). You will receive an SMS informing you of the collection date.
» The customer sends their return by post to our address.

Portugal Islands: Shipping costs must be paid by the sender and will not be refunded by MLV.
» The customer sends their return/exchange by post to our address.

Peninsular Spain: Shipping costs must be paid by the sender and will not be refunded by MLV. In the case of the first size/colour exchange, shipping costs are free.
There are two options available for returns:
» The collection of your return will be scheduled with the carrier Nacex at a cost of £6.90 (deducted from your refund). You will receive an SMS informing you of the collection date.
» The customer sends their return by post to our address.

Germany, Austria, Belgium, Bulgaria, Croatia, Denmark, Slovakia, Slovenia, Estonia, Finland, Metropolitan France, Hungary, Ireland, Northern Ireland, Italy, Latvia, Lithuania, Luxembourg, Netherlands, Poland, Czech Republic, Romania, Sweden: Return costs must be paid by the sender and will not be refunded by MLV.
There are two return options available:
» The return will cost €15.00. You will receive an email with a return label to deliver your return to a DHL Service Point.
» The customer sends their return by post to our address.

Northern Ireland: Postage must be paid by the sender and will not be refunded by MLV.
» Returns will cost €15.00. You will receive an email with a return label to deliver your return to a DHL Service Point.

Great Britain: Postage must be paid by the sender and will not be refunded by MLV.
» The return will cost £20.00, and you will receive an email with the return label to deliver your return to a DHL Service Point.

Other countries: Postage must be paid by the sender and will not be refunded by MLV.
» The customer sends their return by post to our address.

All returns must be sent by post to:
MLV Portuguese Shoes
Rua da Granja, 777
4520-020 Escapães
Portugal
When and how will I receive my refund?
After validating the compliance of your return, your refund will be made in the same payment method, within 10 working days.
How can I return an order?
We hope you are always satisfied with your order. However, if you are not satisfied, we always safeguard the interests of our customers, which is why we offer a 30-day return policy.
Please note that all returns are subject to evaluation by our quality control team. We will accept the return of your order within the specified period, provided that it is in perfect condition and shows no obvious signs of use, in order for you to receive your refund.

To initiate your return, you must log into your customer account and request a return in the ‘Orders and Returns’ section.
You must place the products you wish to return in their original boxes and place them inside the shipping box.
Can I cancel or change my order after payment?
We hope that you don’t wish to cancel your order. However, if you wish, you can cancel it by getting in contact with our Customer Service team, as long as the order hasn’t been shipped already.
If we confirm that your order has already been shipped, it won’t be possible to cancel it at this point. In this case, please contact our support team and we will find the best and easiest solution for your issue.

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