FAQ
PRODUCTS
Will products that are not in stock be delivered at a later date?
Should the products that you have chosen online not be available, you can contact our customer service center and enquire of possible deliveries at a later date. Please note that all our articles are only available in certain quantities. Some styles are only available as limited additions and only available to certain clientele.
Where are Leandro Lopes products made?
The production workshops of Leandro Lopes products are situated in the northern part of Portugal. This region has been well-known for its traditional shoe production in precise craftsmanship for many generations.
Since day one Leandro Lopes shoes have stood out through the use of high quality materials and finest leathers. All our high quality products are handmade and the production processes are monitored by highly qualified experts.
How can I order a special design?
Due to the legal right of return, it is not possible to order a special design in our online shop.
Special designs are reserved only for a certain clientele and cannot be ordered without further ado
How do I care for my product?
If correctly looked after, you can wear your Leandro Lopes shoes for many years. Please take note of the product care instructions:
- Wax your shoes well after the first 3 – 4 wears
- You can wear your shoes as often as you wish however; you should wear them at least twice a month. That way they will retain the form of your feet.
- Clean your shoes with lukewarm water and a brush.
- Do not dry your shoes in a drying cupboard. You may only dry them at a temperature not higher than 40°c.
If you don’ wear your shoes for a while, make sure that they are well waxed before storing.
How do I know whether or not my product is authentic?
Leandro Lopes guarantees the authenticity of his products through an exclusive distribution network. If you buy your product from our Leandro Lopes Online-Store or any of our distribution partners which our listed in our Store-List we guarantee that the products are authentic.
Our Customer Service stands at your disposal for any enquiries regarding the authenticity of our products. Please send us photos and the invoices of any products you suspect as not being authentic.
EXCHANGE & REPAIR
How can I return an order/withdraw from contract?
You have the legal right to withdraw from the contract and return your order without giving reason within a period of 14 days. The withdrawal period is 14 days as of the day in which the goods were received from you or any third party on your behalf.
To exercise your right of withdrawal you must inform us (Leandro Lopes AG, Abtswingertweg 1, 9490 Vaduz, Liechtenstein, Telefon: +49 2581 5273013, E-Mail: [email protected], Address for returns: Leandro Lopes AG, Mielestraße 1 (Tor 1/ Gate 41,) DE-48231 Warendorf) in a clear declaration (for instance: a letter sent via mail, fax or Email) about your decision to withdraw from the contract.
OR: just use our Online-Retournservice. Follow this link and you can request and print a Return sticker for your order which is free of charge for parcels sent within Germany.
Please make sure that the articles sent back are in their original condition including original packaging and all accessories. The articles can be tested and tried on in conditions which are common and customary to any other store (i.e. carpet, clean flooring).
How do I get my money back?
Please return the article to us as described above.
The Return will be processed on the same day but at the latest on the following work day of receipt of Return. If you have requested a reimbursement we will carry out the refund via the respective means of order payment following examination of the article. Please note that the articles returned must be in their original condition including original packaging and all accessories. The articles can be tested and tried on in conditions which are common and customary to any other store (i.e. carpet, clean flooring).
After a positive processing of the Return you will receive an email confirming the return of order and reimbursement.
How can I exchange my products?
Please return the article to us as described above.
The Return will be processed on the same day but at the latest on the following work day of have receipt of Return. If you have requested an exchange the article will, in so far as available, be sent to you immediately and you will receive dispatch confirmation and a tracking link per email. Please note that the articles returned must be in their original condition including original packaging and all accessories. The articles can be tested and tried on in conditions which are common and customary to any other store (i.e. carpet, clean flooring).
My article was defect at delivery!
All our articles go through and instingent examination carried out by our quality management team before being sent out. Nevertheless, should your article show deficiencies on arrival or should you not be happy with your chose of article you can of course send the article back under the request of reimbursement or exchange.
Please use our Online Return service and send the article back to us immediately adding a comment on the deficiency of the article.
How can I get my article repaired?
All articles from Leandro Lopes are passionately handmade and demand a high level of craftsmanship. Therefore, all repairs will only be carried by craftsmen at our traditional workshop.
To guarantee a smooth repair process, just send the article back to us using our Online Return Service. Should the article be carried out under warranty then it is of course free of charge. In any other case, once the article has been examined you will receive a cost-estimation for the repair.
PAYMENT
Payment Methods
You can choose from the following payment methods:
PayPal
Credit Card
Pre-Payment
Installments
Why do I receive a payment reminder?
You will receive a payment reminder if you have chosen Pre-Payment when ordering and we have not received any payment within 6 days of order. The second payment reminder will be sent after 10 days.
Should we not receive payment within 14 days of order, we will cancel the order and the article will be released for sale.
What happens if I fail to pay?
Should we not receive payment within a period of 14 days your order will be cancelled and the article will be released for sale.
What are the conditions for installment purchase?
At Leandro Lopes it is now possible to pay in monthly installments. The online application is supported from our payment service provider PayPal and is uncomplicated and safe. You will receive an answer to your application within seconds – no paper work, no waiting time.
You can choose between 6, 9, 18 or 24 monthly installments each at an annual percentage rate (APR) of 9.99%.
Installment purchase means that instead of paying for your order totally up front you can pay in equal monthly installments. All you need to do is choose the period of time for your installments. Once your installment purchase application has been made PayPal will carry out a credit assessment check.
Once your application has been approved you can read the terms of installment purchase and all relevant documents available without any haste. You will also receive this information immediately per Email. The installment purchase will only be valid after completion of your purchase order.
PayPal will collect all installments from your bank account. You will receive all payment details and exact installment dates as soon as the purchase has been completed and is ready for dispatch.
Should you have any questions just call PayPal Customer Service on free phone 0800 723 4721.
Why is my PayPal payment still open?
If you PayPal payment cannot be completely processed it most probably means that your PayPal account does not cover the amount of your purchase or you have not consented debit advice between PayPal and your bank.
Your order will only be dispatched once the PayPal payment completed has been completed. The missing amount must be transferred from your bank account to your PayPal account. Once you have carried out the transfer PayPal will authorize the payment and the order process will be completed.
SHIPMENT & DELIVERY
When will my order be dispatched?
Every order will be dispatched to you immediately on availability and receipt of payment.
The availability of an article can be seen on the detail pages of all products and clearly again in the shopping basket. All products are normally available immediately, as long as they are not declared as Pre-Order with an explicit period of delivery.
Orders will be dispatched on the same day if payment has been made via PayPal, PayPal installments and credit card and the order has been processed before 13:00hrs on the same day.
Orders paid via Pre-Payment will be dispatched once payment has been received. This can take 3-4 working days for bank payments made within Germany and European Union.
How long will take for my order to be delivered?
All orders will be sent via DHL and can take 2 – 3 days within Germany.
Orders processed before 13: hrs. will be dispatched on the same day and are usually delivered to you on the following work day.
You will receive confirmation of dispatch with an Order-Tracking link per Email immediately after the goods have left our warehouse. Please note that Tracking is generally first available at DHL after 18:00 hrs.
How high are the delivery costs for my order?
All orders sent within Germany are generally free of charge.
However, should any costs be necessary, you will see these at the shopping basket check out.
Delivery costs for deliveries made abroad can be viewed in our Dispatchment Price list.
How can I order with express delivery?
We do not offer an express delivery for orders delivered within Germany as the goods are usually delivered on the following work day anyway insofar as we receive the order and payment before 13:00 hrs. that same day.
However, should you be interested in an Express-Delivery please contact us directly via our Customer Care service.
How can I track a delivery?
As soon as your order has left our warehouse you will receive a dispatchment confirmation via Email with an Order-Tracking link. Please note that Tracking is generally first available at DHL after 18:00 hrs.
ORDER PLACEMENT
How can I place an order?
If the product is available you can place an order online. Place the product in the Shopping Basket and then proceed to check out. Choose how you would like the order to be delivered, delivery address and preferred payment method. Then finalize the order.
You will receive an email from us as soon as your order has been processed.
Should you experience any problems during the ordering process, please give us a call or send us an email and we will take your order details manually.
How can I cancel an order?
If your order has not been distributed you can send us an email or give us a call to cancel the order at an early stage.
You have a legal right of withdrawal for a period of 14 days should you have already received the order.
More details regarding right of withdrawal can be found further down.
When will I receive my order confirmation?
You will receive your order confirmation directly after you have completed the online ordering process.
In the case that you do not receive an order confirmation please check your spam inbox. Should you not have received the order confirmation please contact us directly. Possible reasons for not receiving an order confirmation could be for instance a typing error in your email address or your order has not been processed correctly.
When can I expect my order to be dispatched?
Every order will be dispatched as soon as the order has been processed, the article is available and payment has been received. In general, all products are available immediately unless they are declared as Pre-Order with an explicit delivery period.
Orders will be sent on the same day if payment has been made via PayPal, PayPal installments and credit card and the order has been processed before 13:00hrs on the same day.
Orders made via Pre-Payment will be dispatched once payment has been received. This can take 3-4 working days for bank payments made within Germany and European Union.
CONTACT