FAQ
How do I determine what size to order?
Getting you the right fit is important to us. Mestrae shoes come in US sizing. Each style's fit is listed on its product description section. If an item is stated as true to size, order your usual dress shoe size. If you are a half-sized, then we would recommend to size down. If your feet are wide, we suggest shoes with wider openings such as Maya or sandal heels The styles made from lycra are more flexible and can accommodate wider feet.
If something does not fit right, we will be happy to exchange the unworn shoes for a different size or design based on available stock.
For our international customers, please refer to the size conversion chart here.
Can I order based on my shoe or foot measurements?
Yes you can, but based on many years of recommending sizing to our ladies, we would like to remind you that everyone's method of measurement may be different, resulting in different results. Second, each shoe is made with different shoe last and silhouette, and will have different measurements based on the front part of the shoes. Third, everyone's feet have different 'fullness' to them, so the same shoe may fit differently on different feet. We strongly recommend going by your usual dress shoe size, and refer to the size fitting measurement guide here
I am in between sizes. Which size should I get?
If you are in between sizes , we would recommend going a size down. If you have wider feet, we would like you to consider going half a size up for comfort. You may wish to purchase heel liners or ankle straps for a perfect fit. Everyone's feet are as unique as our personalities, but there are ways to ensure you are happy with the fit. Getting you the right fit is very important to us. If something does not fit right, we will be happy to exchange the unworn shoes for a different size or design based on available stock.
Can I change the heel height?
For shoe purchases, each pair comes with a set of assigned heels and a pair of flats covers. However, we do offer some styles of different heel heights, shapes and designs for you to add on to your accessory collection.
My size is showing as out-of-stock. I must have them! What can I do?
The best way to be alerted immediately when your style/size is back in stock is by signing up to Mestrae's newsletter. You can also email is with the subject , “Email me When Available” and we would love to hear you out.
Where can I try on your shoes in person?
We only sell the shoes online at the moment. We would love to have select retailers all over the world! If you would like to carry our shoes, please drop us a message here and we would love to hear from you.
If you don't see your city/country in the list, don't worry, we're always working to get our shoes to a store near you. You could also alert your favorite store about us so they can considering carrying us in their stores.
Do you ship worldwide?
Yes! We ship to anywhere in the world that major shipping companies deliver.
How much does shipping cost?
It's on us for orders within Malaysia! For international customers, it varies depending on the shipping method that you decide. The available shipping options with their rates will appear during check-out. For international customers, please note that any custom fees or VAT imposed by your country will be additional and are the responsibility of the customers. You will receive a bill from your country's customs office when the package arrives in your country and before the package can be delivered to you.
How long does shipping usually take?
If you're located within Malaysia, given availability of stock as opposed to pre-order, you should be able to get your order within 2 weeks. For international orders, it typically takes 3-4 weeks to arrive. It all depends on your location and shipping choice.
How do I track my order?
You'll receive an email the minute your order is shipped with a tracking code. We'll also email you if there are any updates/changes to your order.
I received an email stating that my order has been delivered, but I have not receive it.
First, please track your package online to see the latest information. Second, check with your neighbor, receptionist desk, or where your packages may have been dropped off at. Next, please contact the carrier (i.e. your local national post office, UPS, or DHL) to inform them that you have not received the package.
For international customers, please check the tracking number provided to you via email to see if your package has been held at customs. You may need to pay custom fees or VAT imposed by your country on imported goods before the package can be delivered to you.
I received a notification of failed delivery attempt of my order.
In the case of failed attempt of delivery, please contact the carrier (i.e. your local national post office, UPS, or DHL) and arrange for a re-delivery. They will be able to further assist you. Please note that many of them will automatically attempt another delivery the next business day. Please track the package online to see its progression.
What should I do if I did not receive my order?
If you have not received your order after 4 weeks, please email us at info@mestrae.com. For international customers, please check the tracking code provided to you via email to see if your package has been held at customs. You may need to pay custom fees or VAT imposed by your country on imported goods before the package can be delivered to you.
Can I return or exchange my order?
We want you to love your shoes. If they don't fit great, we are happy to offer returns or exchanges under the following conditions.
Please check out more details in our Store Policy section
Returns:
For US customers, you may return new, unworn shoes in the original packaging and condition within 30 days of purchase for exchange or a full refund minus shipping fee. For international customers, you may return new, unworn shoes in the original packaging and condition for store credit or exchange only.
Exchanges:
Exchanges are based on available stocks and design. Please allow 2 weeks of processing after we receive the shoes back at our warehouse. We offer free standard domestic shipping to send the second pair to you, but do not cover the shipping back to our warehouse. International shipping fees and duties that may be imposed by your country are borne by customers.
IMPORTANT NOTE: Shoes must be in their original condition and packaging with no signs of wear.
CUSTOMS FEES
Depending on your countries, some packages may be subjected to additional customs fees which the buyers are responsible for. Please be reminded we are not responsible for any additional customs charges that your package may be subjected to. Therefore, we encourage you to check your country's import fees regulations. The shipping charges of your purchase only cover the postage cost; IT DOES NOT COVER ANY ADDITIONAL CUSTOMS DUTY. We do not mark our items as gifts unless if they are gifts, so we kindly ask buyers not to request this from us.