Returns & Exchanges

We really hope you’ll love your new Malone Souliers as much as we do, but just in case of an unforeseen circumstance, say… you change your mind, then you do have 14 days from purchase to log your return request and send them back to us – no fight required. Here’s how:

  1. Please email us at customercare@malonesouliers.com within 14 days of purchase letting us know you wish to return your item(s),
  2. Within 14 days of logging this refund request, please send your shoes back to us at: Malone Souliers, C/O Alen Group, Interporto Sito Sud, Terza Strada n. 8, Rivalta (TO), Torino 10040, Italy,
  3. Alternatively, we can provide a returns label. Please email us if you’d like one of these.

Just so you know, in the circumstance that you have damaged your shoes (rock-climbing, break-dancing, or break-dancing while rock-climbing, etc.) we reserve the right to reject your return. So, please ensure you try on your new shoes on a soft, gentle surface, preferably indoors.

  1. Our turn: we then issue you a full refund, including your shipping costs during the initial delivery, within 14 days of receiving your flawless pair back from you. You will receive an email from us notifying you of your refund.

Any questions, please contact us by email.

Late or missing refunds

If you haven’t received a refund yet, please first check your bank account again. Then contact your credit card company as it may take some time before your refund is officially posted. Next contact your bank. There is often some processing time before a refund is posted. If you’ve done all of this and you still have not received your refund yet, please contact us by email

Exchanges

If you would like to exchange the size of the purchased item, please send us an email and we will do our best to accommodate your request.

Gifts

If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you. If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to them to give to you later, we will send a refund to the gift giver and they will find out about your return. 

Shipping

You shall be responsible for any costs of returning your order to us.  If you return the item(s) to us at your own cost, we will issue you with a full refund including the standard delivery costs. In some instances, we may provide you with a returns label and if you use it, we will issue you a full refund excluding the original delivery costs.

Please note that if you choose to return your order the duties and taxes will not be refunded. If you are shipping an item valued over £100, you should consider using a trackable shipping service or purchasing shipping insurance. We cannot guarantee that we will receive your returned item.

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.

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