Return Policy


RETURNS – 7 days

WARRANTY – 90 days

 

RETURN

  1. Our Return Policy lasts for 7 days. If 7 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange.
  2. To be eligible for a return, your item must be
    1. unused and in the same condition that you received it.
    2. It must also be in the original packaging.
    3. To complete your return, we required a receipt or proof of purchase
  3. Non-Returnable Items : Gift Cards , 
  4. The products returned is eligible for either refunds, gift cards or exchange of a new product (depending on available stock)
  5. There are certain situations where only partial refunds are granted (if applicable) or non will be granted : 
    1. Any item not in its original condition, is damaged or missing parts for reasons not due to our error
    2. Any item that is returned more than 30 days after delivery
    3. For reasons of any information other than that , that is readily available on the website (i.e height of heels, shipment period, colour, material etc)
  6. For international return, consumers will need to send back the parcel to us on your own accord. 

 

OPTION 1 : RETURN AND GET REFUNDED

  1. Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
  2. If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.
  3. For late or missing refunds :
  4. If you haven’t received a refund yet, first check your bank account again.
  5. Then contact your credit card company, it may take some time before your refund is officially posted.
  6. Next contact your bank. There is often some processing time before a refund is posted.
  7. If you’ve done all of this and you still have not received your refund yet, please contact us at info@mestrae.com
  8. Items purchased via Discount Voucers / Promo Codes will be refunded according to the amount that was paid
  9. Items purchased via Gift Card will not be refunded in case but can be exchanged for a different pair of shoe or you’ll receive a gift credit for the value of your return

 

 

 

 

OPTION 2 : RETURN TO EXCHANGE FOR A DIFFERENT PRODUCT

  1. We will replace items if they are defective or damaged upon arrival or for a different size.
  2. Should your exchange item be unavilable, we will provide you the option of selecting a different pair of shoes that is available or proceed to refund you with a gift card
  3. Items purchased with a Discount Voucher can only be refunded
  4. If you need to exchange it for the same item, send us an email at info@mestrae.com and send your item to: 28-01, Level 28, Intergra Tower, The Intermark , 348 Jalan Tun Razak Kuala Lumpur  Kuala Lumpur MY 50480.

 

GIFT CARDS

  1. 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.
  2. If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and he will find out about your return.
  3. For exchange of a product that is not available, we will proceed with refunding via gift card (refer to Exchange)

 

Sale items

Only regular priced items may be refunded, unfortunately sale items cannot be refunded.

 

Shipping

  1. To return your product, send us an email within 7 days with the following information :
    1. Full Name
    2. Email Address
    3. Contact Address
    4. Contact Number
    5. Purchased Product Code
    6. Delivery Tracking Number
    7. Identify if you would like to return to be refunded or exchange it (note the size of exchange if it is to a different size )
    8. The courier that was used to deliver the product (GDEX or DHL)
    9. Pick up details :
      1. Contact of person
      2. Prefered address of pick up
  • If you are not available, please assign a representative who will be available when the pick up is made and ensure the representative has the authorization letter to pick up from you
  1. We will contact the relevant courier service to make the arrangements for the pick up. You can also drop the product to the relevant courier office closest to you
  2. Your product must have the following :
    1. Original packaging with all the necesary label
    2. Product that is not tampered
    3. Return form filled in
    4. Authorisation Letter for a representative to pick it up (If Any)
  3. Please ensure your product is packed well to prevent any damages during courier and state the mailing address to the following : 28-01, Level 28, Intergra Tower, The Intermark , 348 Jalan Tun Razak  Kuala Lumpur  Kuala Lumpur MY 50480
  4. Depending on where you live, the time it may take for your exchanged product to reach you, may vary.

 

PRODUCT WARRANTY

  1. Our product warranty policy last for 90 days.
  2. Product warranty is applicable for engineering malfunction of the interchangeable heels only
  3. Should a malfunction happen, please send us an email to info@mestrae.com stating the following :
    1. Full Name
    2. Email Address
    3. Contact Address
    4. Contact Number
    5. Date of Purchase
    6. Describe the problem (What happened, what were you doing when the problem happened)
    7. If you have pictures of the shoes, it would be advisable to sent it with your email
  4. Our representative will contact you on returning the product
  5. All products under warranty will be repaired and returned to you in no later than 30 days.