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: 1-2 working days
    • Portugal Islands: 5-7 working days
    • Europe - 2-3 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: the collection of your return will be scheduled by our team, you will receive an email informing you of the collection day;
    d. Portugal Islands and Other Countries: The postage must be paid by the sender and will not be refunded by MLV Shoes.
          All returns must be sent by post to:
          MLV Shoes
          Rua da Granja, 777
          4520-020 Escapães

  • 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 : Return costs are free.
    Portugal Islands and Other Countries: At the moment, we do not offer free returns. Shipping costs must be paid by the sender and will not be refunded 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

      Free shipping on orders over 60,00€
      Shipping cost of 3,90€ on orders under 60,00€

      Portugal Islands

      Free shipping on orders over 60,00€
      Shipping cost of 5,90€ on orders under 60,00€

      Peninsular Spain

      Free shipping on orders over 60,00€
      Shipping cost of 6,50€ on orders under 60,00€

      Austria, Belgium, Bulgaria, Croatia, Cyprus, Czech Republic, Denmark, Estonia, Finland, France, Germany, Hungary, Italy, Latvia, Lithuania, Luxembourg, Netherlands, Malta, Poland, Romania, Slovakia, Slovenia, Sweden, Netherlands
      Free shipping on orders over 70,00€
      Shipping cost of 9,90€ on orders under 70,00€

      France: Remote areas (at the checkout it will be indicated)
      Shipping cost 15€

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

      Balearic Islands, Canary Islands, Canada, United States, Great Britain, Greece, Ireland, United Kingdom
      Shipping cost  15€

      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.