FAQ
When do I pay?
Choose pay on dispatch for no payment today, or pay in full at checkout. For pay on dispatch, we collect your authorised balance when the order is ready, immediately before it leaves our atelier.
Is this an instalment plan?
No. There is one payment for the full outstanding amount. We do not offer credit or financing through this option.
What if my payment fails?
We contact you with a secure way to update your payment method or complete payment. We hold your pair and do not dispatch until payment is confirmed.
When will my order arrive?
Lido is dispatched within 5 days; Riva within 5–7 business days. Add 3–5 business days for Standard delivery or 1–3 for Express. If your order includes both collections, it ships when all pairs are ready.
Can I cancel my order?
You can request cancellation before dispatch by emailing info@sfshoes.pt with your order number. We will confirm whether payment has already been collected and arrange any refund due. Your statutory withdrawal rights remain unchanged.
Can I return or exchange my pair?
You have 30 days from delivery to request a return or size exchange. Shoes must be unworn, apart from trying them indoors, and returned in their original condition and box. Returns are free within the EU, excluding Cyprus. Refunds go to the original payment method. Payment on dispatch does not change your statutory rights.
Which payment methods can I use?
Pay on dispatch supports eligible cards and PayPal. Paying in full may offer additional methods. The available methods and payment amounts are shown at checkout.
Do your shoes run true to size?
We craft on our own lasts. Use the foot measurements in our Size Guide to choose your size. For Riva, we confirm your size personally before production.
What does limited edition mean?
Selected leathers are available in limited quantities. Availability and size exchanges depend on the remaining material and pairs. Lido Burgundy is limited to one pair per size.
Where are your shoes made?
In our own atelier in Santa Maria da Feira, Portugal. Made by Us, since 1999.
What materials do you use?
Genuine leather uppers and leather soles. Lido has an Airfit insole covered in natural cow leather; Dots has genuine hair-on leather. See each product for its materials.
How should I care for my shoes?
Remove dust gently, use a care product suitable for the specific leather or suede, and let each pair rest between wears. Avoid heavy rain and direct heat.
What happens if production is delayed?
We contact you with the revised dispatch estimate. For pay-on-dispatch orders, the balance is collected only when your order is ready to ship.
What if I order more than one pair?
Orders containing several pairs are dispatched together when all pairs are ready. The outstanding balance is collected once, at dispatch. If a split shipment is needed, we agree the payment and delivery arrangements with you first.