Finding the right shoe size is essential for your feet’s optimum comfort. The best way to find your shoe size is to measure your feet with a ruler or tape measure and compare your measurements to our shoe size chart. It's important to measure both feet and use the larger size as your guide. You can also try on shoes in person at our physical counter here to determine your size.

Do take note that shoe size can change over time due to factors like ageing, weight gain or loss, and pregnancy, so it's essential to measure your feet periodically to ensure you're wearing the correct size.

Yes! We have a physical store located at 84, Jalan SS 2/55, SS 2, 47300 Petaling Jaya, Selangor.

Our store's opening hours are Tuesday - Saturday 10am-5pm.

It's generally recommended to replace your shoes about every six months to a year. However, the lifespan of a shoe can vary depending on factors such as the type of activity it's used for and the individual's foot mechanics.

Regularly inspect your shoes for signs of wear and tear, and pay attention to how your feet and body feel when wearing them.

The care instructions for shoes can vary depending on the material and style of the shoe, but generally it's recommended to clean them regularly with a soft brush or cloth and mild soap, and to store them in a cool, dry place. You can also use shoe protectors or waterproofing sprays to help prolong the life of your shoes.

Regular maintenance and cleaning, along with appropriate storage, can significantly prolong the life of your shoes and keep them looking good.

To break in new shoes, it's best to wear them for short periods of time at first, gradually increasing the amount of time you wear them each day. You can also try stretching the shoes with a shoe stretcher or by wearing thick socks while breaking them in.

For limited-edition shoes, restocking is unlikely due to fabric scarcity. However, we occasionally restock our bestselling designs, so follow @itsmachino and subscribe to our newsletter to get first hand news. We do not take reservations; sales are first come, first serve to ensure fairness. 

For selected shoe designs, there will be a limit of one shoe purchase per person, that will be communicated prior via social media postings or our Sales Assistants. Machino reserves the right to limit or deny purchases for limited edition pieces at its discretion, without prior notice, to ensure fair distribution and availability to all customers.

You may track your order here:
https://machino.com.my/tools/trex-parcel

We do not offer monetary refund, however we are able to provide a gift card refund for your order, inclusive of the shipping fee, all returns should be made within 14 days of your purchase date for us to assist further. Kindly note that this is only possible if the order has not been shipped out yet.

For size, product, or color errors, we cannot accommodate exchanges, but we can cancel your order and issue a gift card refund.

For delivery address or receiver phone number corrections, you would need to contact our courier service to make the changes.

• DHL: +60327792300 (MY)
• Teleport: help@teleport.asia (SG)
• Aramex: www.aramex.com (SG)
• SF Express: 1800 18 3331 (BRN)

Kindly email us at hello@machino.com.my, our team will assist you on this matter.

All showroom purchases must be made in store. We do not allow for purchases to be made via WhatsApp or express delivery riders.

We ship to the whole of Malaysia, Singapore and Brunei (for now!) We are currently looking ways to expand our online purchases to other countries so email us at hello@machino.com.my if you are from other countries!

West Malaysia: RM10 kg

East Malaysia: RM15/ kg

Singapore: RM35/ kg

Free shipping applies for orders within Malaysia with a minimum purchase of RM380.

Order fulfillment takes up to one week due to our handcrafted process, with possible delays during festive periods.

Standard shipping for West Malaysia is 1-3 business days, East Malaysia takes 1-1.5 weeks, and international orders may take 2 weeks to 1 month depending on flight schedules.

Thank you for your patience!

You will receive an email tracking information once the shoes are out for delivery! If you have waited more than 20 days, kindly email hello@machino.com.my for assistance.

Unfortunately, all our shoes & fulfilment is done by our warehouse team, we will not be able to make any changes to the delivery method once your order is placed.

All sales made at our Showroom and Pop-Up events are final. Return and exchanges are not allowed for any offline purchases.

Kindly fill up this form for any exchange requests. The processing time for all exchanges is up to 14 working days. Once you have submitted the form, our team will contact you to advise you through the next steps. Please ensure that the shoe is still in good condition and not worn to for shoe size exchanged.

Kindly note that for purchases made in store, we do not allow for exchanges as all sales are final.

Feel free to request for an exchange or return within 14 days of receiving the shoes. Requests after the 14 days time period would be rejected by our team.

We apologise for the inconvenience! Kindly fill up this form for incorrect items received. Our team will reach out to you via email regarding this. Our team will send it back to the shoe manufacturer for further investigation and fix them if it's needed.

This varies depending on our store or website's shoe availability at the moment but will not take longer than 20 days.

Please do reach out to us via email at hello@machino.com.my and we will provide you of an exchange or refund for your order, depending on stock availability.

Exchanges are only applicable for the same shoe design and colour. We will only allow exchanges to a different colour of the same design if the requested size for the exchange is unavailable.  

Yes, you will bear the shipping cost and also have it arranged back to our HQ. 

Refunds for returns will only be made for the cost of the product. Shipping fees would not be reimbursed in a return refund.

You have 14 days to return shoes or update us on your request. If unattended for more than 14 days, we will cancel the request. Only one exchange or refund request per order is allowed, and the order cannot be changed from exchange to return once shipped back. After your exchange/return request is confirmed, you have 14 days to return the shoes before the request is deactivated, and late returns may result in cancellation of the exchange reservation.

For all Gift Cards issued before September 2024, it does not have an expiry date. But for Gift Card's issued after September 2024, the expiry date is 1 year from issued date.

Yes! Gift Card usage is applicable for both online purchases and our showroom purchases.

Yes! You can purchase our Gift Cards via our website here.