General Information

How do I find the right shoe size?

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 phyisal counter here to determine your size.

Do you have a physical outlet?

Yes! We have a physical counter located at Pavilion Elite, Bukit Bintang Level 4. Watch this video on how to get there.

How often should I replace my shoes?

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.

How should I care for my shoes?

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.

How do I break in new shoes?

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.

Can I still purchase shoes listed as "out of stock" ?

It depends! For limited-edition shoes that are listed out of stock, it is very likely that we will not be restocking them due to the scarcity of the fabric. Occasionally, we will bring back shoes that are high in demand so do follow @itsmachino and turn on notifications for any related announcement.

Shipping & Delivery

Where do you guys ship to?

We shipped to the whole of Malaysia and Singapore (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!

How much is the shipping fee for Malaysia & Singapore

Here are the deets!

Malaysia (FOC with purchases above RM350)

West Malaysia: RM6.5/ kg
East Malaysia: RM15/ kg

Singapore: RM25/ kg

How long does it take for me to receive my order?

Each of our shoe is handcrafted and made with love ♥ Hence, order fulfillment will take up to 14 days. Thank you for being patient with us!

What is the estimated delivery time for standard shipping?

For West Malaysia parcels, it will arrive 1-3 business days after we have posted the shoes; East Malaysia take about 1 - 1.5 weeks.

For international orders, it may take 2 weeks to 1 month, depending on the flight schedules.

How can I track my package during shipping?

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.

Exchange & Return

Can I exchange my shoe size if they don't fit properly?

Kindly email hello@machino.com.my within 30 days of receiving the parcel with the subject title "Shoe size exchange: Order number: XXXX". Please ensure that the shoe is still in good condition and not worn to for shoe size exchanged.

The shoe has defects, can I return them or have them exchange?

Kindly email hello@machino.com.my within 30 days of receiving the parcel with the subject title "Shoe return: Order number: XXXX". Our team will send back to the shoe manufacturer for further investigation and fix them if it's needed.

How long does it take to receive an exchange or refund?

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

Can I get a refund if my shoe is defected?

Yes ofc! We will refund you via store credits. Kindly refer to our return policy here

Can I change the design of the shoe?

Unfortunately, we only allow shoe size exchange :(

Do I need to pay for shipping for exchanges or returns?

Yes, you will bear the shipping cost and have it arrange back to our HQ. When the shoe is successfully exchanged, machino will be responsible to ship it back.


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