Customer Care
Customer Care
Virtual Shopping
We craft all our pieces with care and hope you love them as much as we do. However, if you change your mind, you have 14 working days from the date of delivery to return your order, free of charge. Please ensure items are tried indoors on soft surfaces, as we reserve the right to reject returns showing signs of wear. All items must be returned in their original, unmarked condition and packaging.
Returns outside the 14-day window will be refused or issued with store credit.
To return your item(s), email us at customercare@malonesouliers.com with details of what you'd like to return. We'll send you 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.
We offer complimentary return labels for all orders. Please note, 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 expense, we will issue you with a full refund including the original delivery costs. However, we can’t be held responsible for any loss or damage if you choose to use your own courier or postal service.
If you haven’t received your refund after 14 working days of us confirming it, please first check your bank account. We would then suggest contacting your credit card company or bank, as it may take time for the refund to process. If you still haven't received it, feel free to contact us at customercare@malonesouliers.com, and we'll investigate further.
If you'd like to exchange your order, please contact us at customercare@malonesouliers.com before returning it, and we'll do our best to accommodate your request.
For Made-To-Order items, refunds or exchanges are not available. You may only cancel if there's a fault with the product. Please contact us at customercare@malonesouliers.com within 30 days of receiving the item to report any issues. If the product is found to be faulty, we will issue with you with a full refund, along with delivery charges and any reasonable return costs. If we deem the product not faulty, we will contact you to discuss returning the item to you.
You no longer need to be in Mayfair to enjoy the full experience of the flagship store on Mount Street. Thanks to our new virtual shopping service, the wealth of expertise offered by our wonderful client services team is available wherever you are. Sizing, styling, fit, product details, and design insights – our highly knowledgeable colleagues are on hand to assist with any query you might have.
Not only that, but the service is a window into the store itself. As well as the option to chat directly with a member of the team, you can choose to video call us for a personalised virtual shopping experience straight to your device. Your purchasing decision is made that much easier with the ability to see our designer shoe range from new angles and in different lights. Short of actually visiting us, it’s the best way to get a feel for our latest collections.
The virtual shopping experience also allows customers to make enquiries regarding stock, and to reserve shoes for try-on, including our range of Mount Street exclusives. And for London-based customers, orders can be sent directly from the store to your address.
Feeling connected to our customers couldn’t be more important to us, and this exciting new service makes us more accessible than ever.
Our in store associates are available during store opening hours, Monday to Saturday, 10am to 6pm.