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FAQs

General Information

How do I find the right shoe size?

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.

Do you have a physical outlet?

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.

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.

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

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.

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

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.

Can I reserve the shoes once it is restocked or launched on your website?

Unfortunately, we do not take any reservations for our shoes. All sales conducted are on a first come, first serve basis as we want to ensure fairness across all our customers.

When will you be restocking shoes that are out of stock?

Stay tuned for updates via our Instagram page @ itsmachino & subscribe to our newsletter!

Is there any shoe purchase limit for online and offline purchases?

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.

Orders

How can I track my order?

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

I changed my mind & would like to get a refund, is this possible?

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.

I made a mistake in ordering the wrong shoe size, can I get the size exchanged?

We do not allow size exchanges, in order to exchange the size we would have to cancel your order and issue you a gift card refund and you can place a new order accordingly. Kindly contact us for assistance on this.

I made a mistake in ordering the wrong product, can I exchange to an alternative product?

Unfortunately, we are not able to accommodate this request. However, we can offer refunds via gift card.

I made a mistake in ordering the wrong colour, can I exchange to an alternative colour?

Unfortunately, we are not able to accommodate this request. However, we can offer refunds via gift card.

I made a mistake in inputting the wrong address, can I make changes to my delivery address?

Kindly contact us regarding this order together with your order number by 4PM latest. Request that comes in prior to 4PM will be checked and adjusted with our warehouse fulfilment team. Request that is received after 4PM are not able to proceed with any the adjustment.

I made a mistake in inputting the wrong receiver phone number, can I make changes to the number?

Kindly contact us regarding this order together with your order number by 4PM latest. Request that comes in prior to 4PM will be checked and adjusted with our warehouse fulfilment team. Request that is received after 4PM are not able to proceed with any the adjustment.

Can I exchange my shoe size after buying in store?

While we can't exchange the shoes, we can offer you in finding a different pair that might better suit your needs, subject to stock availability.

I received the wrong order, what do I do?

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

Can I arrange express delivery for showroom purchases?

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

Shipping & Delivery

Where do you guys ship to?

We ship 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

West Malaysia: RM10 kg

East Malaysia: RM15/ kg

Singapore: RM35/ kg

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

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 one week. Kindly note that there might be delays during festive period.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.

I bought my shoes online & would like to self pick up and get my delivery fee refunded, is this possible?

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.

Exchange & Return

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

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.

How long is the exchange and return time frame?

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.

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

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.

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! Kindly return back the shoes to us, upon looking into it and if the shoe is defective beyond repair, we will refund you via gift card. Kindly refer to our return policy here.

Can I change the design of the shoe?

Once an order is placed, we do not allow changes to the design of the shoe.

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

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

Once my exchange or return is being processed, how much time do we have to fulfil each step?

We provide each customer to return the shoes or contact us for any updates with a 7 day grace period. If any exchange or return request is left unattended by customer for more than 7 days, our team will cancel the request.

How many times can I request for an exchange or refund per order?

Once an order has been processed for either and exchange or refund upon customers first request, that is the final request applicable for the particular order number.

An order is not applicable to go through multiple return or exchange request, nor can it be changed from exchange to return after the shoes have been shipped back to us.

Can I exchange or return shoe purchases from Showroom or Pop-Up event?

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

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