Return Policy

Our priority is to ensure a satisfying shopping experience. We invite you to carefully read the return policies, compliant with current legislation, to understand how to manage any requests. In case of doubt, always feel free to contact us through our support channels.

General Conditions

  1. Return Policy
    We accept returns within 14 days from delivery of the order . After this deadline, it will not be possible to proceed.
  2. Return Exclusions
    • Visible wear or deterioration : Returned shoes must be in like-new condition, unused, (except to verify the features and functionality as a customer would do in store) with the original packaging intact. Shoes may only be tried on indoors to verify their features and functionality. Shoes with visible signs of wear (for example, dirty soles, stains or damage) will not be accepted for return.
    • Missing original packaging or accessories : Shoes must be returned in their complete original packaging, including all accessories and tags. Returns without packaging or accessories will not be accepted.
  3. Mandatory Procedure
    No refunds or exchanges will be made without prior request via email.
    Packages sent without authorization will be rejected and not refunded .

Instructions for requesting a return

To start the process, send an email to support@mastershoes.com with:

  • Subject: “Return Request Order #(enter your 5-digit order number)”.
  • Details: name, surname, order number, reason for the request.
  • Attachments: clear and recent images of the product to be returned.

Our customer service will respond within about 24 hours with further instructions.

Return Address

To return a product, our primary return address is as follows:

3050 SW 14TH PL
UNIT 20, SUITE 18778
Boynton Beach 33426, Florida, USA

For customers residing in the EU, an alternative return address may be available. Contact us to check this possibility.

Please note : Packages sent without authorization will be rejected and not refunded . All additional costs are the responsibility of the customer.
  • Shipping Costs : Return shipping costs are entirely at the customer's expense. In the case of international shipments, shipping costs may be high.
  • Defective or non-compliant products : In the event of very rare defects or non-compliant with the order placed, we will cover the return costs.

Shipping and Packaging

  1. Costs to be paid by the customer
    Return shipping costs are entirely borne by the buyer , with the exception of rare cases of defects or non-conformity of the product, for which MasterShoes will cover the costs.
  2. Return Requirements
    • The product must be in perfect condition: never worn, washed, damaged or altered.
    • Original packaging, case and tags must be included.
    • The product must be carefully packaged with the original material or equivalent packaging to ensure safety during transportation.
    • Any non-conformities in the packaging or in the condition of the product will result in the refusal of the return .

Refunds

  1. Refund Policy
    • The refund will take place on the payment method used or, if requested by the customer, in the form of a coupon that can be spent on our website.
    • The refund will be processed within 7 working days of receipt at our warehouses and verification of the product.
  2. Exclusion of Return Cost Refund
    Return shipping costs are not refundable.

Size Change Policies

We offer the possibility of making a size change for purchased products, under the following conditions:

  1. Size change :
    • It is permitted to request a size change only for the same model purchased .
    • Model change not possible : To change model, you must make a return according to our return policies and then proceed with a new purchase on our site. Any exceptions will be handled on a case-by-case basis, after agreement between the customer and the company via our official support channels.
  2. Size change costs :
    • Returning the product for a size change involves a collection and return cost of €35 .
    • Note : Although we offer our customers an initial shipping of only €9.90 , in most cases the real cost for us is significantly higher. For this reason, the cost of the new shipment for the size change (which also includes the collection cost) is set at 35€ .
  3. Waiting times :
    • The times for changing sizes follow the normal management and shipping times indicated in our Shipping Policies .

Size Assistance

To avoid additional costs related to size exchanges, we offer 24/7 assistance through our support channels.

Multiple orders

For multiple orders, each return will be handled separately and may be sent to different addresses, depending on the origin of the products.


For any questions, contact us at support@mastershoes.com or through our social channels.