For shoe-size exchanges:

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.

For wrong item(s) received:

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.

For returns and refunds:

Kindly fill up this form for any returns & refund requests. Do take note that once our team has reached out to you, refunds will only be made strictly via gift card with no expiry date.

Terms & Conditions:

• Machino has the right to withhold any refunds or exchanges if not meeting the Terms & Conditions. 
• Refunds will only be made strictly in the form of gift card with an expiry of 1 year from issued date.
• Refunds for returns will only be made for the cost of the product. Shipping fees would not be reimbursed in a return refund.
• Offline purchases cannot be exchanged as all sales conducted are deemed final (Machino Store @ SS2).
• Offline purchases in store cannot be exchanged/ returned via online. 
• Return and exchange request are only valid within 14 days of receiving the shoes; requests made after this period will be rejected.
• Please reach out for refunds and state clear reasons behind cancelling an order.
• Returns and exchanges take place after you have filled out the Return & Exchange Form and successfully submitted it. 
• Exchanges are only applicable for the same shoe design and color. If the requested size is unavailable, we will allow exchanges to a different color of the same design.
• Refunds in the form of a gift card will be credited into your registered account after it has been approved by our team. 
• Only items in their original state; unworn and non-faulty are eligible for returns and exchanges, with their original tags attached and packaging box; faulty/ worn items returned will be posted back to customers.
• Customers would need to pay for and arrange the shipping cost for exchanges or returns to our HQ.
• Sales items are strictly non-exchangeable and non-refundable.
• The time to receive an exchange or refund varies based on current shoe availability but will not exceed 20 days.
• Customers have 14 days to return shoes or update us on your request. If shoes are returned past 14 days of processing time after confirmation, Machino team has the right to cancel the shoe reservation for your order if it is an exchange.
• Only one exchange or refund request per order is allowed, and it cannot be changed from exchange to return once shipped back.
• After confirmation, 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 any other inquiries, just contact us!

hello@machino.com.my

+60188738086

@itsmachino