Shipping & Returns

Shipping
We will contact customers as soon as possible whenever there is any problem with orders.

All information about order status will be sent by email. This way, it is extremely important that customers provide valid emails when checking out and that they check their inboxes frequently.

After billing, packages are delivered to the carrier and customers will receive shipping confirmation via email. Such shipping confirmation will contain a code or carrier tracking number that can be used by customers to check their order status online.

Shipping to Azores takes between 6 to 15 business days.
Shipping to Madeira takes between 5 to 7 business days.
ON ZEN® does not deliver to PO boxes.

Returns Policy
For exchanges or returns, customers should contact customer services by email to [email protected] or fax to +351 223 163 922 in order to get information about how to proceed.
In order to prevent unnecessary expenses, complaint procedures should follow these steps:
1. Customers should send a photo of defective product to [email protected];
2. Customers should describe the issue with the product accurately;
3. Customers should provide the date, order number and also the number ofthe invoice issued by ON ZEN® (mandatory).

Exchanges/returns will only be accepted if corresponding items are returned in their original packages, in perfect conditions and showing no signs of use.
Products purchased at www.onzenshoes.com may be exchanged or returnedwithin 30 days after package receipt.

Packages without sender identification or sent under collect on delivery will not be accepted.
Shipping costs for items sent by customers should be borne by customers, except in situations that arise from explicit mistakes made by ON ZEN® on product shipping.
Customers should always provide their BIN, original invoice and return/exchange form.

Governing Law and jurisdiction
Sale conditions as presented are governed by the Portuguese and EU legislation.
According to the legislation in force, any dispute arising from these terms and conditions should be taken to the District Court of Aveiro (Tribunal da Comarca de Aveiro), Portugal.