Got questions?

Here are the most frequently asked questions. Don't hesitate to contact us if your question is not listed below:

How do I find a retailer?

Portofino's orthotic friendly shoes are exclusively distributed in Canada.

We have retailers from the Pacific to the Atlantic. Consult our store locator to see who in your area is distributing our products.

If you cannot find one close enough to you or if you would like to suggest a retailer where you would like to be able to get our shoes, contact us.

What is the cost of a pair of Portofino shoes?

To find the price of a product, simply click on it to open the product’s page, the suggested retail price will appear right under the main image.

Our shoes are destined to people with super sensitive feet, we thrive to offer high end products that will meet and even surpass their expectations. Made in Spain, Italy and Portugal, our shoes use special components, that respect specific orthopaedic criteria. They are highly specialised products that requires the know-how of the best partners, reputed worldwide for their expertise. We therefore ensure that our shoes will be well made, with top quality components, great attention to details and will respect our requirements, both for design and technical features.

How can I get a style that is not offered by my retailer?

We have a huge line of product; no retailers have all the styles on hand. But they all have the possibility to order a pair as needed. It’s only a matter of deciding with the retailer to have the pair in special order for you.

First, make sure that the shoes are available on our website. We strongly suggest before ordering anything, to try on styles that are available at the retailer, to assess exactly what size/width you need.

When we receive a special order at our office, Monday to Friday, it is processed the same day and send on the way to the retailer, either the same day or the next working day. So, you won’t have to wait very long for your shoes to come in.

If I order a pair from a retailer, am I obligated to buy?

All the retailers have the possibility to bring in by the pair as needed.

However, those special orders are not without risks for the retailers and can be costly as the retailers handles all the shipping cost.

This kind of service is a privilege that very few suppliers offer. For the retailers as well as for us, it's a service we would not be able to offer if dealing with too many returns.

To be able to maintain this service, the retailers must make sure the consumer is serious before ordering anything.

Only shoes presenting a problem or if there was an error in shipping can be returned.

So you must be as certain as possible before ordering anything.

Our retailers are precious business partners to us; they are the ones who can best ascertain which are the best possible products for your feet. So please be as sure as possible before you request a special order.

How can I find product's width?

On the Website, once you have done a primary search (Women/Men/type, etc.), a list of products will load. On the left menu, click on ADVANCED CRITERIA, additional search parameters will load, and you will be able to filter by width.

Note that most of our products only comes in one width, thus if you have filter with EXTRA WIDE, all the shoes showing are extra wide.

If you are on a product’s page, scroll down below the main image, to PRODUCT FEATURES. All the features of the style will be listed, amongst which will be the width.

How do I care for my shoes?

Finest leather requires to be protected before the very first wear. We recommend a protective colourless cream for a first application to preserve the original color.

You may use colored cream in case of a scratch and as much as possible a translucid one.

When water stops beading on top of the shoes, it's time to reapply a new coat of cream.

We recommend a waterproofing spray specially made for such. If well applied, water should be sliding right off the suede. Simply brush them to clean them. At the first sign of water no longer sliding off the suede, it's time to reapply protection.

In both cases, clean the shoes carefully and make sure they are completely dry before reapplying protection so as not to seal in the stains or dirt. In doubt, ask a good repair shop or a cobbler, who will give you the best advice for your shoes.

I bought shoes but I changed my mind, and I barely wore them, why does the retailer refuse to take them back?

A responsible retailer will not take back shoes once they have left his business place, for hygienic reasons and for your own protection.

Amongst highly contagious foot problems: athlete's foot by far the mildest, toenail fungus extremely difficult to treat and plantar warts so painful and tenacious. Think that you would not want to wear underwear that someone else has wore only a few hours, with good reasons! And contrary to underwear, you cannot wash or disinfect properly a pair of shoes.

Why aren't there any half sizes?

Our shoes are graded in European sizes and there is to little difference between each size.

Also, the multiple fastening devices that come with our shoes comes allow proper fitting and hold the shoes securely on the foot.

There is no need to choose a too snug fit, hoping the leather will stretch. In fact, when shoes are too snug or to tight, the leather will lose its shape faster and the shoes will last a lot less longer.

Far from getting the best comfort, the skin doesn't breathe well, the foot is pressured, not even mentioning the blisters that will ensue.

We recommend that you never take too snug fit shoes and instead, use all the fastening devices on the shoes to secure them properly.

Your foot professional is the best person to help decipher what size is the most appropriate one for you.

What is the life expectancy of a pair of shoes?

The life of a pair of shoes is not calculated in time, but rather in terms of its usage, its purpose and how well they were maintained. Shoes will give up after a certain amount of steps/milage, just like car tires.

Here are some guidelines to consider:

  • Do you wear them every day? If so, they will last just like a work shoe, about a year, sometimes less if a person is particularly hard on them.
  • Do you use them according to their purpose? If the purpose of the shoes is to be worn inside, you will shorten their lifespan by wearing them for long walk outside, as the outsole is not made of the outside surfaces.
  • Do you let them breathe before each wear? If you wear them every day, without letting them dry completely, sweat will burn them from the inside, it will be specifically hard on shoes lined with genuine soft leather.
  • Have they been protected before being worn? Waterproofing your shoes before the first wear is important, as you will prevent stains from getting too deep in the leather and impossible to come out.
  • Are they regularly maintained? Even if you have waterproofed them once, expensive leather requires regular care. If water no longer rolls down the shoes, it's time to protect them again.

These are but just a few variants that will impact the life expectancy of a shoe. Paying a lot for a shoe is not warrant of long life, unless the purpose of the shoe is just that, like a working shoe. If a shoe has some expensive details such as inserted stones and embroidery, it will be expensive but quite fragile. If the purpose of a shoe is to be as comfortable as possible, then that's what you are paying for, a shoe built with soft leathers and special components. Make sure the shoes you are purchasing will be used for what they were destined for.

My shoes are almost brand new, I barely wore them, and the sole is broken.

There is a big difference between brand new = bought recently fresh out of the box and bought years ago never taken out of the box. Your shoes have the age of the date when they were made, nothing escapes the damage of time, whether you use them or not. Some components age worse when barely used. Shoes that were stored for some years will sustain time degradation. It will affect all the components of the shoes in various ways.

  • Leather will be the most resistant to time, but it will lose flexibility and colors will fade.
  • Cements/glues will lose their adhesive properties.
  • Thread will lose its elasticity and will break at the slightest pull.
  • Soles generally composed of polyurethane or TR (Thermo Rubber) will be the first to break.
    • At the slightest pressure, polyurethane will break down like snow in spring.
    • TR (Thermo Rubber) will dry up and crack at the slight flexion.

In short, to make the best of your shoes, wear them regularly. And if you are not sure you still want to wear them, why not donate them rather than letting them gather up dust only to dispose of them anyway in the end.

What do I do if I have faulty pair of shoes?

You should immediately contact your retailer and be sure you kept your invoice. Manufacturing defects are guaranteed 90 days from the original date of invoice. For any other case, they will be evaluated individually.

What do the family names mean (Selina, Juliet, etc.)?

Our shoes are categorized by family to facilitate fitting. Each family represent the fit and can guide you in choosing styles. When you purchase a style, take note of the family it belongs to. As al the other styles from the same family will fit pretty much the same and will accept the same orthotic inserts.

Where are your shoes made?

Our shoes are made in Spain and in Italy by leather artisans.

Our designer creates our own collection with our requirements and our European partners conceive them with great care, using soft high-quality leather for a maximum comfort.

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