Shipping & Returns

What is the estimated delivery time for my order?
Orders are usually shipped within 1 working day. You will receive a shipping notification email when your item is on its way.
Shipping times:
- Portugal Mainland and Peninsular Spain: 1-2 working days
- Portugal Islands - Express Service: 4 working days
- Portugal Islands - Maritime Service: 10-15 working days
- Europe: 4-5 working days
- Australia, Canada & USA - 7-10 working days
During festive seasons, in cases of stock rupture or at times of high order flow (e.g. Black Friday) orders may take longer to prepare.
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 purchased in our online store.
What are the conditions for returning an item?
In case of a return, all items must be delivered complete in their original packaging, in the same condition in which they were shipped.
The products must not show signs of obvious use or have been washed.

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.
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.

a. Log into your customer account and request the return in the "Orders and Returns" section;
b. Place the products you wish to return in their original boxes and place inside the MLV shipping box;
c. Continental Portugal: Postage must be paid by the sender and will not be refunded by MLV, in the case of the first exchange the postage is free.
There are two available options:
» Collection of your return will be organised by our team at a cost of 4,90€. You will receive an email informing you of the day of collection.
» The customer sends their return by post to our address.
d. Portugal Islands : Postage must be paid by the sender and will not be refunded by MLV Shoes.
» The customer sends their return/exchange by post to our address.
e. Spain: Postage must be paid by the sender and will not be refunded by MLV, in the case of the first exchange the postage is free.
There are two available options:
» Collection of your return will be organised by our team at a cost of 6,90€. You will receive an email informing you of the day of collection.
» The customer sends their return by post to our address.
f. Germany, Belgium, France, Northern Ireland and Luxembourg: Postage must be paid by the sender and will not be reimbursed by MLV.
There are two available options:
» Returns have a cost of 15,00€. you will receive an email with the return label to drop off your return at a DHL Service Point.
» The customer sends their return by post to our address.
g. Other Countries: Postage must be paid by the sender and will not be refunded by MLV Shoes.
» 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 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?
Mainland Portugal : Postage must be paid by the sender and will not be refunded by MLV. For a first exchange of size, the postage is free.
There are two available options:
» Collection of your return will be organised by our team at a cost of 4,90€. You will receive an email informing you of the day of collection.
» The customer sends their return by post and at their expense.

Spain : Postage must be paid by the sender and will not be refunded by MLV. For a first exchange of size, the postage is free.
There are two available options:
» Collection of your return will be organised by our team at a cost of 6,90€. You will receive an email informing you of the day of collection.
» The customer sends their return by post and at their expense.
Germany, Belgium, France, Northern Ireland and Luxembourg: Postage must be paid by the sender and will not be reimbursed by MLV.
There are two available options:
» Collecting your return will cost €15.00. You will receive an email with the return label to deliver your return to a DHL Service Point.
» The customer sends their return by post and at their expense.
Portugal Islands and Other Countries: We do not currently offer free returns. Shipping costs must be paid by the sender and will not be reimbursed by MLV Shoes.
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?
When you place your order, you will be asked for your contact number/email so that the carrier can contact you about your delivery.

If delivery is not made to the indicated address, the order will be deposited at a collection point and notified by the carrier with details of the location.
If the order is not collected, it will be returned to our premises and the customer will be charged the additional cost of return.
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 can track your order through the tracking link which you have received by email. You may always contact us to find out your order status.
What are the shipping costs?
The shipping costs will not be refunded if the item is returned.

Portugal Mainland
NACEX: Free shipping on orders over 60,00€
NACEX: Shipping cost of 4,90€ on orders under 60,00€
CTT: Free shipping on orders over 60,00€
CTT: Shipping cost of 4,90€ on orders under 60,00€

Portugal Islands
CTT Expresso: Shipping costs 9,90€

Peninsular Spain
Free shipping on orders over 60,00€
Shipping cost of 6,90€ on orders under 60,00€

Austria, Belgium, Bulgaria, Croatia, Cyprus, Czech Republic, Denmark, Estonia, Finland, France, Germany, Greece, Hungary, Ireland, Italy, Latvia, Lithuania, Luxembourg, Malta, Netherlands, Northern Ireland, Poland, Romania, Slovakia, Slovenia, Sweden, Netherlands
Free shipping on orders over 70,00€
Shipping cost of 15,00€ on orders under 70,00€
Remote Areas (indicated at checkout), shipping cost 20€

France: Corsica, Dom-Tom Islands
Shipping cost 20€

Great Britain
Free shipping on orders over 100,00€
Shipping cost of 20,00€ on orders under 100,00€
Balearic Islands, Canary Islands, Canada, Norway, United States
Shipping cost 20€
Remote Areas (indicated at checkout), shipping cost 30€

Australia
Shipping cost of 35€ for 1 pair and 50€ for 2 or more pairs
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.

If the applicable customs duties are not paid and the order is returned to its origin, the costs involved will be deducted from your refund.