Frequently Asked Questions

  • How long will my order take to arrive?
     Generally the couriers used take approximately 12-15 days for delivery from the time of order, however, MasterShoes guarantees delivery from 15 to 25 working days (no Saturdays, no Sundays and holidays). All shipments are made with insured and traceable shipping.
  • How long will my order take to ship from the warehouse? All orders are handled by the warehouse and taken in charge by the couriers within 3-7 working days from the receipt of the order confirmation (except for items that take longer to be obtained).
  • Which countries do you ship to?
    We ship worldwide.
  • How much are shipping costs?
    The shipping cost is a fixed price for the amount of €9.90 not included in the price of the product. In the order summary, during the purchase phase, the increase of €9.90 will be applied for each product.
  • Why do I have to pay shipping costs each time I buy multiple products in a single purchase? The ability to add products to the cart and buy them simultaneously is a functional operation of our system, which is a real convenience for our customers! However, the products are shipped individually and for each of them you will be provided with a tracking, for this reason the shipping costs will be applied independently to all the products purchased. For the same reason it is possible that products purchased in the same order, are delivered on different days.
  • What do I do if my package arrives tampered with or the item has defects? In the event that the package arrives tampered with or with evident defects, as in any other case, it will be necessary accept the shipment with reservation . Our technical support will explain to the customer what to do and how to proceed in these cases. In these rare cases we invite the buyer to contact us on our support channels.
  • What are the technical times and how is the order processed? At the time of purchase, the customer will receive a confirmation on the email with which he registered on the site indicating that the order was successful. Within 48 hours the order will be processed and fulfilled by our supplier and the same in a time ranging from 3 to 7 working days will deliver the order to the carrier's collection center, which will enter the package into its computer system. When the package leaves, the customer will receive a notification on his email containing the tracking number of his purchase. The times are intended as estimates and in working days.
  • How do I know where my package is?
    You will be provided with a tracking number that you can check independently on 17track.net The tracking number will be different for each item purchased . The tracking number is provided approximately 7 working days after the order date! The customer will receive the shipping number of each purchased item by email. The shipping number can also be checked in a special section on the page “My Account” accessible from our website, indicating the order number and registration email.
  • Why does it not give me updates when I check my tracking? It may happen that, when the goods are in transit from our warehouses to the shipping countries, the tracking is not updated for a few days. Do not be alarmed! The tracking will be updated by the courier in charge of the shipment when it reaches the destination country.
  • What happens if there is no one at home to accept the delivery?
    If you are not at home to accept delivery of your order, the courier will leave you a notice of attempted delivery. Keep the coupon and go to the post office indicated on the coupon left by the courier. We remind you that packages must be collected no later than 30 days from the date indicated on the attempted delivery coupon left by the post office. If the package is not collected within this period, it will be returned to the sender without further communication. Edenay Store is not responsible if the package is returned to the warehouse due to failure to collect by the customer or due to incorrect shipping data communicated by the customer. We advise all customers to monitor the tracking of the purchased items daily, in order to know when the package will arrive.
  • If I don't receive the package within the agreed time, what should I do? These are very rare cases, but if 45 business days have passed and you still have not received your purchase, please write an email to support@mastershoes.com . We ask that you structure the email as follows, in order to give more priority to the case and to be able to provide you with timely support:
    • In the subject of the email specify “Order not received”
    • In the text of the email specify: name, surname and order number
  • I purchased more than one item but only received one. Why?
    Each item is treated individually. This means that each item corresponds to a shipment and therefore a relative shipment number. If you have ordered more than one item, you will find in your account, 15 days after your purchase, a different shipping number for each item purchased.
  • Do I have to register on the site to purchase?
    Yes. Registration allows you to keep track of your personal data relating to the products you purchase . We also remind all users that any data entered and saved on our site is encrypted and remains secure. You can check it yourself next to the URL of our site where you can see a padlock (pass over it with the cursor) which guarantees the security of the data. MasteShoes does not offer any mailing-marketing service. This means that your mailbox will not receive any email from us containing advertising. Your registration is necessary for us only and exclusively to provide you with a better service. You will only be communicated information regarding your orders. We remind you that, as specified in the section “Privacy Policy” you can ask us at any time to delete your data: everything you have registered on our site, i.e. account, email, password, name, surname, address will be deleted forever from our database. In this regard, we specify that in advance MasterShoes never stores data relating to payments and credit or debit cards.
  • Will I receive a confirmation email after making the payment? Yes. After your payment has been successfully processed, you will receive an email confirming your payment. You will also receive a second email informing you that your order has been processed and a third email when it is shipped.
  • Can I make changes after I've made the payment? We are very fast in processing orders. Usually the order is processed within 48 hours. We will try our best to accommodate you. But if the package has already been shipped we will not be able to make any changes.
  • Can I exchange an item? Can I return an item? Of course! To access the exchange or return options check the section “Exchange or return policies” .
  • I have questions or special requests, what can I do? Our customer service is always active at the email address support@mastershoes.com and on all our social channels.