RETURNS AND EXCHANGES
We offer free returns for UK, US, EU and Canada and free exchanges worldwide. The details of this service per specific country are listed below. If you request an exchange, we will reserve the shoe you would like to receive as replacement, to avoid it running out of stock whilst we wait for your return parcel. Note that exchanging to a shoe design with a higher or lower price will require either a top-up payment or a partial refund.
UK, US, EU and Canada
We offer one FREE return (1 shipment) or one FREE exchange (2 shipments) per purchase. Any additional shipment without completing a purchase will incur the following charges: £20 (UK), $40 (US), C$50 (Canada), €30 (EU).
Japan, UAE, China, Hong Kong and Turkey
The return cost is £30. We offer one FREE exchange shipment per purchase. Any additional shipment without competing a purchase will incur a £50 charge.
All Other Countries
The return cost is £50. We offer one FREE exchange per shipment per purchase. Any additional shipment without competing a purchase will incur a £50 charge.
Should you wish to return or exchange your shoes, you can do so by notifying Mastra Ma’ within 14 days from the date you received your parcel. You will then have other 14 days from the notification date, to post your item back to us (up to 28 days in total).
Any return or exchange will be accepted provided that the shoes, dust bags and box are unused and undamaged and the protective films under the soles haven’t been removed, as per our Terms and Conditions. Returns will be refunded as soon as possible, but anyway within 14 calendar days of us receiving the product.
Please note that for US orders above $800, we are unable to refund the applicable taxes and duties paid on returned items, as these will be held with your Local Authorities (if you intend to place an order above $800 and would like to discuss it before placing it, please feel free to Contact Us).
If you paid a delivery fee, we will not be able to refund it on returned items, unless they are faulty or damaged. Since the delivery fee represents only a small portion of the cost that we actually sustained to ship the parcel to-and-fro, we trust that you’ll understand our position.
For an overview of our guided process or to start your return or exchange, please click on the relevant button below. If you need assistance at any point, please do no hesitate to call our customer service line at +44 (0)7476379093 or contact us here.
We offer free returns for UK, US, EU and Canada and free exchanges worldwide. The details of this service per specific country are listed below. If you request an exchange, we will reserve the shoe you would like to receive as replacement, to avoid it running out of stock whilst we wait for your return parcel. Note that exchanging to a shoe design with a higher or lower price will require either a top-up payment or a partial refund.
UK, US, EU and Canada
We offer one FREE return (1 shipment) or one FREE exchange (2 shipments) per purchase. Any additional shipment without completing a purchase will incur the following charges: £20 (UK), $40 (US), C$50 (Canada), €30 (EU).
Japan, UAE, China, Hong Kong and Turkey
The return cost is £30. We offer one FREE exchange shipment per purchase. Any additional shipment without competing a purchase will incur a £50 charge.
All Other Countries
The return cost is £50. We offer one FREE exchange shipment per purchase. Any additional shipment without competing a purchase will incur a £50 charge.
Should you wish to return or exchange your shoes, you can do so by notifying Mastra Ma’ within 14 days from the date you received your parcel. You will then have other 14 days from the notification date, to post your item back to us (up to 28 days in total).
Any return or exchange will be accepted provided that the shoes, dust bags and box are unused and undamaged and the protective films under the soles haven’t been removed, as per our Terms and Conditions. Returns will be refunded as soon as possible, but anyway within 14 calendar days of us receiving the product.
Please note that for US orders above $800, we are unable to refund the applicable taxes and duties paid on returned items, as these will be held with your Local Authorities (if you intend to place an order above $800 and would like to discuss it before placing it, please feel free to Contact Us).
If you paid a delivery fee, we will not be able to refund it on returned items, unless they are faulty or damaged. Since the delivery fee represents only a small portion of the cost that we actually sustained to ship the parcel to-and-fro, we trust that you’ll understand our position.
For an overview of our guided process or to start your return or exchange, please click on the relevant button below. If you need assistance at any point, please do no hesitate to call our customer service line at +44 (0)7476379093 or contact us here.