Start Your Return & Exchange Process
Return & Exchange Eligibility
What items are eligible for a return or exchange?
Items must be:
- Unworn and in their original condition.
- Returned with their original shoe box, tags, and packaging.
- Submitted within 14 days of receiving your order.
Can I return or exchange sale items?
No. All Sale items are strictly non-refundable and non-exchangeable.
Can I exchange my shoes for a different design?
No. Exchanges are only allowed for a different size of the same design and colour.
If your requested size is unavailable, we'll offer an exchange to another colour of the same design, subject to stock availability.
Can I exchange my bag?
Bags can only be exchanged if:
- You received the wrong item, or
- The item has a manufacturing defect.
We do not accept change-of-mind exchanges for bags.
Can I exchange because I've changed my mind?
No. We only accept size exchanges for shoes. We do not accept exchanges due to a change of mind.
Return & Exchange Process
How do I request a return or exchange?
Click here to access our Return & Exchange portal. Once submitted, our team will review your request and update you via email within 2-3 working days.
How long do I have to submit a request?
Your request must be submitted within 14 days of receiving your order.
Requests submitted after this period will not be accepted.
How long do I have to return my shoes after my request is approved?
Once your request has been approved, you have 14 days to ship your shoes back to us.
If we do not receive your parcel within this period, your request may be cancelled, including any reserved exchange stock.
Can I change my exchange request to a refund later?
No. Once you've chosen either a Refund or Exchange, the request cannot be changed after your parcel has been returned.
How many return or exchange requests can I make?
Each order is eligible for one (1) return or exchange request only.
Refunds
How will I receive my refund?
Refunds for card and FPX payments are issued as Store Credit, valid for 1 year from the date of issue.
Orders paid using Grab, PayLater by Grab, or Atome will be refunded through their respective payment providers.
Will my shipping fee be refunded?
No. Shipping charges are non-refundable, as the delivery service has already been completed.
When will I receive my refund?
Once your returned item has been inspected and approved, your Store Credit will be credited to your registered Machino account.
For Grab, PayLater by Grab, or Atome payments, it will take xx working days.
Shipping
Who pays for return shipping?
Customers are responsible for arranging and paying for the shipping costs when returning items.
What is Checkout+?
Checkout+ is an optional protection service that can be added during checkout. With Checkout+, your first return or exchange shipping fee is covered.
How long does the process take?
The entire return or exchange process may take up to 20 days, depending on stock availability and parcel transit times.
In Store Purchases
Can I return or exchange items purchased in-store?
Yes. Items purchased at our retail stores can only be returned or exchanged at the same store, within 7 days of purchase.
I chose in-store pickup for my online order. How do I request a return or exchange?
If you selected in-store pickup for your online order, all return and exchange requests must be processed in-store and are subject to our in-store Return & Exchange Policy.
General Terms
Can Machino reject my return or exchange request?
Yes. Machino reserves the right to reject any return or exchange request that does not meet our Return & Exchange Policy.
Can I cancel my order and request a refund?
Please contact our Customer Care team as soon as possible with the reason for your cancellation request. Our team will review your request based on the current status of your order.
Can I try on my shoes before deciding to return them?
Yes, but please only try them on indoors. Shoes that show signs of outdoor wear will not be eligible for return or exchange.
What if I receive the wrong item?
Please contact us within 14 days of receiving your parcel. Our team will arrange the appropriate exchange at no additional cost.
What if I receive a faulty item?
If you believe you've received a manufacturing defect, please contact our Customer Care team with clear photos so we can assess the issue.
How can I check the status of my return or exchange?
Our team will keep you updated via email throughout the process. If you have any questions, feel free to contact us at hello@machino.com.my
RETURN DEMO
