Machino provides a size chart that converts their EU, US, and UK sizes to MAC sizing. You can refer to our printable shoe size guide here. 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 55, Jalan SS 18/6, Ss18, 47500 Subang Jaya, Selangor.

Our store's opening hours are Tuesday - Sunday 11am-6pm.

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 on Instagram and TikTok, 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.

Once your order is confirmed, you will receive a separate email on shipping information together with a link to track your parcel. If you are having issues regarding tracking, kindly reach out to us and provide your order number for us to check.

Kindly note that self pick up option is only available for selected shoes. You will be able to see an option for self pick up at our SS18 showroom at the checkout page under shipping options.

If you are unsure on sizing, we encourage you to try in store first before making a purchase, as in-store purchases are also available then.

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. Machino will not be responsible for involvement of any third party services which could incur any damage or losses to the product.

We ship to the whole of Malaysia, Singapore and Brunei, Australia, UK and USA. 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 alert our team for assistance.

Self pick-up is currently available for selected shoes only. Please note that same-day pick-up is not guaranteed. All self pick-up orders will be ready within 2–4 business days, and you will receive an email notification once your order is ready for pick up

All sales made at our showroom is eligible for exchange within 7 days. All pop up sales are deemed final, and is not eligible for exchange.

Kindly fill up this form for any exchange requests, for purchases made online only. 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 and for self pick up orders, we offer exchanges within 7 days, all in-store exchanges are on a first come first serve basis. You may walk in to our store to request for an exchange directly.

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 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. We will bear the shipping cost to ship it back to you.

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

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. Kindly inform us if you require more time to complete the exchange or return process.

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.