Frequently Asked Questions
Order Processing
When is my order processed?
We do process orders from Monday to Friday.
Orders received before 3pm will be processed on the same day.
Orders received after 3pm will be processed on the next day.
Orders received during weekend or after 3pm on Friday will be processed on the following Monday.
Shipping
Do you offer free shipping?
We provide free shipping in Hong Kong.
We offer also Free Shipping- with Standard Delivery Service for orders above 1800.00$HKD within most South East Asia countries, Taiwan, Macau, USA and UK.
For orders received outside these countries, the shipping costs will be calculated at the check-out.
To which countries do you ship to?
We ship to most Asian countries, European Union, UK, Middle East, Australia, North America and Canada. We ship every weekday Monday to Friday.
Which couriers you ship with?
For Hong Kong we ship with SF Express, for the rest of the wolrd we use Fedex, SF Express and Hong Kong Speed Post for Standard Mail delivery.
What about import taxes and duties?
Your order might be subject to customs and import taxes and duties. Since we do not have control over these charges, we can’t tell you exactly how much it may cost you, as customs policies and import duties vary from country to country. As you will be responsible for any charges we kindly recommend you check with your local customs office for further information.
How do I track my order?
You will receive an email containing tracking number once the product has been shipped. You can track it on the delivery partner’s website to see the current status of your order.
I am based in Hong Kong. Can I pick up my order?
Yes you can.
You can select the option at the check-out.
If you opt for this service, we will get in touch with you to arrange the pick-up date and time.
Returns & Exchanges
What is the return policy?
Purchase can be returned 10 days from order delivered.
The returned item(s) must be in new, original and resalable condition.
We won't accept returned items that do not meet these conditions.
We do not accept responsibility for products lost or damaged during a return delivery.
Do you offer free returns?
We offer free returns for Hong Kong customers.
For returns outside of Hong Kong customers are responsible for the cost of shipping item(s) back to us.
How to make a return in Hong Kong
Follow these instructions to return your purchased item(s):
- Please fill in the return request.
- Book a return through SF Express. Select your preferred day and time for SF Express to collect your return.
- Include also the return form provided when you first received your order.
- Make sure all returned items are securely packed and sent with a traceable, insured service.
- Once the parcel has been sent out, kindly notify us the tracking number by email.
Contact us at hello@mastrozavattistore.com if you have any further questions about the procedure. Include your name, order number, the item you are returning.
How to make a return if I am located outside of Hong Kong?
Follow these instructions to return your purchased item(s):
- Please fill in the return request.
- You can return your purchase to us using your preferred mail or courier service.
- Include also the return form provided when you first received your order.
- Make sure all returned items are securely packed and sent with a traceable, insured service.
- Once the parcel has been sent out, kindly notify us the tracking number by email.
Contact us at hello@mastrozavattistore.com if you have any further questions about the procedure. Include your name, order number, the item you are returning.
What is your exchange policy?
We do offer exchange within 10 days from order delivered.
- We do exchange only for the same retail price items, depending on stock availability.
- If you wish to exchange to an item with different price, please request a refund and place a new order for the new item.
- In case the item you want to exchange to is out of stock, please request a refund.
Do you offer free exchanges?
We do offer free exchange for Hong Kong customers within 10 days from order delivered.
If you are located outside Hong Kong, due to stock availability reasons, we can only process refund.
Can I exchange a purchase made before a promotional sale?
During online sales and discount promotions, upon stock availability, items purchased at full retail price before the promotion period, can be exchanged only to other items with the same original retail price.
As compensation, in order to let customer enjoy the ongoing promotion, we will issue a discount code (1 year validity) of the same value for a future purchase.
How do you process refunds?
Once your returned item(s) is received and inspected, we will notify you of the approval or rejection of your refund.
If approved, the refund will be processed within 7 days and will be sent to your credit card or original method of payment.
Please note that refunds can take up to 14 days to credit on your account statement, depending on your card issuer, which is beyond our control.
I have received a defective product
If the item you received is incorrect, missing, or imperfect, please contact us by email within 24 hours from the date you received your order.
Please include your order number, pictures of the defected item(s), and all related references upon receiving your package. We will arrange a free return and exchange for you.
Payment Options
Which online payment options do you offer?
We offer payments with Mastecard, Visa, American Express, Google Pay, Apple Pay and Paypal.
Size
How do I select the size?
We do understand that size is the main concern when purchasing shoes online.
The comfort of your feet is our priority and we have crated a simple size guide to help you choose the right size.
If you are still unsure please feel free to reach us out any time, by email or live chat.
Product Care & Maintenance
How should I take care of my shoes?
A good shoe care is an essential habit to maintain your shoes and keep them with you for years to come. Here some tips to help you maintain your shoes as new as just bought.
Tip n.1: Take your shoes on and off the right way
When taking your shoes off, always untie and loosen up the laces. The same goes for taking on your shoes; always loosen the laces or buckles and use a shoehorn to slip on your shoes. If you push into or slip off your feet into leather shoes, you will damage the heel area which is essential to support your ankle and feet while walking.
Tip n.2: Get a Shoe Tree
Wonderful tool to help you maintain the lifespan of your shoes over time. Designed to replicate the shape of the foot, one of its main functions is to keep the shoe in shape when it is not worn. It stretches the leather and keeps it smooth preventing any creases and wrinkles. The cedar wood, has also high hygienic and antiseptic properties: it naturally absorbs the moisture and humidity leaving your shoes dry and odourless.
Our suggestion: avoid shoe tree with spring as it won’t help sustain the heel and backside of the shoes.
Tip n.3 Get rid of humidity
You should always protect your shoes from humidity and water as those are leather’s worst enemies. In case they get extremely wet from the rain dab them with a soft cloth to absorb the moisture and let your shoes dry naturally. Don’t use any direct heat to dry your shoes as the leather might get cracked and ruined.
Tip n.4 Clean your shoes regularly
This will preserve leather over time and use. The polish and creams that you use also protect the leather from water damage while nurturing and keeping it supple. Below our leather cleaning advice for each kind of leather.
Tip. 5 Store your shoes properly
When you need to store your shoes away, please follow these 3 simple rules, they will help you to keep your shoes in good conditions.
1. Clean your shoes thoroughly
2. Use the dust-bag provided and eventually a shoe tree
3. Store your shoes in a cool and dry place.
Care for Full Grain Leather
Remove dirt and dust with a brush, use it gently on the upper, sole, and welt as well.
Dampen a cloth with lukewarm water and gently wipe again.
Let the leather dry naturally, away from direct sunlight and heat.
Using a cloth, apply a thin coating of shoe cream all around the shoe and rub it in well.
Wait around 20 minutes or so, to give leather time enough to absorb the cream.
Apply a wax polish with a cloth and let it dry for 5 minutes or so.
Use a fine horsehair brush to polish the shoe by rubbing backward and forwards. The shine will come out.
Care for Suede
Use a rubber eraser to remove any dirt and dust.
Use a soft brush specific to suede and brush gently in the same direction. If you brush in different directions, some suedes will give the appearance of being two different colours.
Use a suede protector to protect the suede from any water and other stains.
Care for Bookbinder Calf Leather
Use a soft damp cloth and a drop of mild soap to remove any dust and dirt from upper, sole, and welt.
Use a patent leather cleaner that contains silicone, this will restore the shine.
Store
Do you have a physical store in Hong Kong?
Yes there is. You can find a selection of Mastro Zavatti shoes at Fabriman in Central.
Address: 4/F, 35B Wellington Street, Central, Hong Kong.
Opening hours: 12-6pm (Mon-Fri) - Saturday by appointment - Sunday & Public Holidays closed.
Appointment Booking
How to schedule an appointment?
We offer appointments for size fitting and style selection.
You can reserve your appointment through our booking app here.
Or you can contact us via email or live chat and our customer service will book the appointment for you.
What is your appointment availability?
All appointments are conducted at Fabriman Store in Central.
We are available for appointments during the following days and time:
Monday - Friday: from 12pm to 6pm
Saturday: please contact us in advance for availability.
Sunday & Public Holidays: closed
Please kindly schedule an appointment with us at least two days in advance.
Please contact us in advance if you want to schedule your appointment outside these hours and days. We will do our best to accommodate your requests.
Can I purchase your shoes during the appointment?
Yes of course. If the style and size you are trying are fine, you can complete the purchase online or in store and keep the shoes with you.
Can I book an appointment for more than a person?
Yes of course you can. Please kindly contact us in advance about your request and we will take care of the booking for you.
Discounts and Sales Promotion
Can I use more than a discount code to make a purchase?
Unfortunately, discount codes cannot be combined together with other online offers and promotions.
Only one discount code at the time can be used.
Is the sale promotion available also at the Hong Kong Store?
Unless otherwise specified, our discounts and sales promotions are Online Exclusive only and cannot be used at our store in Hong Kong.
I received a personal discount code, can I give it out to friends or use it to the retailer store?
If you received a personalized discount code, and wish to gift it to friends or family of course you can, but it can ONLY be redeemed online.
Contact Us
How can I reach you?
We'd love to hear from you and assist you with anything.
You can reach us by:
- Live chat. Click on chat icon on the lower right corner
- Email us at hello@mastrozavattistore.com
Our customer service operation hours are:
Monday to Friday: from 9am to 6pm HK time (GMT +8)