Shipping & Returns

  • What is the estimated delivery time for my order?

    Upon reception of an order, the MLV team will do its best to ship it as quickly as possible.
    All orders placed with proof of payment, before 12:00 p.m. (GMT) of each working day, will be dispatched the same day. All orders with payment after this time, will be shipped the following working day.
    Please note that during festive seasons, in the event of a rupture in stock or during a period of high order flow, such as Black Friday, orders may take longer to prepare.

    Delivery times vary depending on the destination of the order and the delivery address:
    • Mainland Portugal - up to 2 working days after order dispatch
    • Portugal (Islands) - up to 7 working days after order dispatch;
    • Other Countries - up to 2 working days after order dispatch.

  • What is the return policy for a purchase at the MLV Shoes online store?

    MLV has a 30 day return policy, allowing you to return an item to our online store.

  • What are the conditions for returning an item?

    MLV Portuguese Shoes has the right to refuse returns which are communicated or sent after the 30 day deadline limit, or products that are not in the same condition in which they were shipped.
    All items returned must be delivered in their original packaging, under the same conditions in which they were sent along with a copy of the invoice.

    Conditions to be fulfilled in case of a return:

    • The products must not have been washed or display obvious signs of use;

    • The products must be complete (return of the pair, along with all accessories, if applicable).
  • How should I proceed to make a return?

    We hope that you’ll always be happy with your order but, if for any reason you’re not, we safeguard the best interests of our customers and allow you a 30 day return policy, without justification.
    Please note that all returns will be subject to evaluation by our quality control team and you must ensure perfect conditions of the goods, in order to receive your refund.

    After requesting a return in your customer area, you must: 
    a. Place the products you wish to return inside the original boxes and place them inside the MLV shipping box;
    b. Remove the previous shipping label on the outside of the box;
    c. Portugal (Mainland): please contact our customer service to schedule your return pick-up; 
    d. Other countries: please contact our customer service to schedule your return pick-up.

  • When 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.

  • What are the return costs?

    MLV Shoes does not charge return fees.

  • Where can I receive my order?

    You can receive your order at the address of your choice.

    • Can the shipping address be different from the billing address?

      Yes, the delivery address may differ from the billing address. Shipping costs are defined by the order destination address and not by the billing address.

    • How can I track the status of my order?

      After dispatching your order, you will receive an e-mail notification with the tracking link so that you may track your package.

    • Can I change my shipping address after the order is shipped?

      If you wish to change the destination address of your package after it is shipped from our warehouse, you will need to access the tracking link provided to you and redefine with the carrier a new delivery address.

    • I was not at the address at the time of delivery. What should I do?

      Portugal and Spain: When placing your order, you must indicate a phone number so that the carrier may contact you in case you don´t answer.

      Other countries: You will be notified by the courrier to reschedule the delivery.

    • My order hasn't arrived yet. What should I do?

      If the estimated delivery time has passed and you have not yet received your order, we apologize.
      Please note that during Black Friday, Christmas and other high peak seasons, your order may take a little longer to reach your destination.
      You may always contact us to find out your order status.

    • What are the shipping costs?

      If your destination market is Portugal or Spain, there are no shipping costs.
      If your market is Canada or USA, you will have an additional cost of 15€. 
      If your market is another, you will have an additional cost of 10€.
      See our Terms and Conditions to find out which countries we ship to.
    • Do I have to pay customs or import fees?

      Please note that for countries outside of the European Union, there may be additional import taxes and customs applied which are not shown during the checkout process.
      If you have any questions, we advise you to contact your local customs before placing your order to obtain information about customs costs and their applicability.