Returns & Exchanges

COVID-19

Due to the ongoing global situation surrounding Covid-19, returns may be slower than usual and we ask that you please allow up to 14 working days for orders to be returned to us, and to be checked. We appreciate your patience during this time.

GENERAL

We craft every pair of shoes with you in mind, and truly hope you love them as much as we do. However, if you change your mind you have 14 working days from date of delivery to return your order to us, free of charge. Please note, we reserve the right to reject your return if it shows signs of wear - so please try on your item(s) indoors on a soft, gentle surface. All item(s) must be returned in an unmarked condition in their original packaging.

Regrettably any returns received outside of the returns period will be refused or issued with a credit.

To return your item(s) to us, please first email us letting us know what you wish to return, and we will provide you with a complimentary returns label and instructions for booking a collection with one of our delivery partners. 

Once your return arrives back at our warehouse and has been checked by our team, your refund will be processed. Although we expect it to be much sooner, please allow up to 14 working days for the money to appear back in your account.

EXCHANGES

If you would like to exchange your order, please contact us via email before returning your order and we will do our very best to accommodate your request.

 

LATE OR MISSING REFUNDS

If you haven’t received your refund after 14 working days of us confirming it, please first double check your bank account. We would then suggest contacting your credit card company or bank as it may take some processing time before your refund is officially posted. If after this you still have not received your refund, please feel free to contact us by email so we can investigate further.

 

SHIPPING A RETURN

We provide complimentary returns labels for all orders. If you use our returns label, we will be unable to refund any original postage paid. If you return your item(s) to us at your own cost, we will issue you with a full refund including the original delivery costs. If you do choose to return your item to us via your own courier or postal service, we cannot be held responsible for any loss or damage in transit.

MADE-TO-ORDER

In the case of made-to-order, no refunds or exchanges are available. You may only cancel an order for a bespoke product if there is a fault in the product. Please contact us within 30 days of receiving your bespoke product and discovering the fault so we can investigate further. If the product is found to be faulty, we will issue with you with a full refund, plus any delivery charges and any reasonable costs incurred by you for returning the product to us. If we deem the product not faulty, we will contact you to discuss returning the item to you.

 

 

 

Returns

We want you to be completely satisfied with your purchase.
If you change your mind for any reason, you are welcome to return it back to us within 20 days of delivery.
Simply contact support@mlouye.com to start a return, our team will assist you.

 

Returning Condition

The item(s) should be returned unused and in perfect condition, with all tags still attached. All returns should be sent back to us in their original packaging.

 

Sale Items

Item/s marked as "sale" cannot be returned or exchanged.

 

Return Shipping

Shipping charges for returned items are the responsibility of the customer. Duties and taxes are non-refundable. Mlouye takes no responsibility for missing incoming deliveries of a return. We encourage you to return your item/s via registered or traceable postal services as return parcels remain the responsibility of the customer until received by Mlouye.

 

Complimentary Return Shipping Label

If you'd like to get store credit in exchange for your return, we provide a complimentary return shipping label. Store credit is valid for a period of 12 months from date of issue and is non-refundable.

 

Processing time for returns

Please allow up to 5 to 7 business days for your return to be processed after our warehouse receives the returned item. You will receive email notification of when our team has received your return and again when it has been processed.