FREQUENTLY ASKED QUESTIONS
Do you offer free shipping?
We do offer free shipping for Hong Kong customers.
For other countries outside Hong Kong we do offer complimentary free shipping for first time order only.
For repeat orders, shipping rates are calculated at the check out.
To which countries do you ship?
We ship to most Asian countries, European Union, UK, Middle East, Australia, North America and Canada. We ship every weekday Monday to Friday.
Which courier do you ship with?
We use Fedex and SF Express.
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.
Returns & Exchanges
What is your return policy?
You can return your purchase within 10 days from order delivered.
The merchandise must be in New/Original conditions and packaging and must show NO signs of use, wear, damage, stain, odour or alteration. Merchandise must be returned together with the Returns & Exchanges Form.
We do not accept responsibility for products lost during a return delivery.
Do you offer free returns?
We offer free returns for Hong Kong customers.
For returns outside of Hong Kong return shipping costs, and import and taxes (if any) are at customer expenses and will be deducted from the final goods refund.
How to make a return in Hong Kong
How to make a return outside of Hong Kong
Please fill in the return request to inform about your return. Our customer service team will get back to you with a pre-paid shipping label that you can use for your return.
Once you received your prepaid return label, you can book a pick up with Fedex or send your return from Fedex Service Point. Please do include also the refund form provided when you first receive your order.
What is your exchange policy?
We do offer exchange within 10 days from order delivered.
To provide a better service and to improve chances for stock availability, if you wish to exchange a product, please return the product you no longer wish to keep and place a new order.
Do you offer free exchanges?
We do offer free exchange for Hong Kong customers.
If you are located outside of Hong Kong you are eligible for exchange but the return shipping costs together with any import duties and taxes are on customer expenses, and will be deducted from final goods refund.
How do you process refunds?
Once your return is received our team will inspect and review your refund request. If approved, we will refund the amount to your credit card or original method of payment and notify you by email.
Please allow 5 to 10 working days for the process to be completed.
I have received a defective product
If the item you received is incorrect, missing, or imperfect, please contact us within 24hrs 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.
Which payment options do you offer?
We do offer payments with Mastecard, Visa, American Express and Paypal.
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 guide to help you choose the right size. Please find it here.
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?
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 Leather
Remove dirt and dust with a brush, use it gently on the upper, sole, and welt as well. Dampen the 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.Then 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 Polish Binder 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.
Is there 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: 2-6pm (Mon-Fri) - Saturday by appointment - Sunday & Public Holidays closed.
How to schedule an appointment?
We do have appointments for size fitting and style selection.
You can use our booking app. Please click here.
Or you can contact us via email or live chat and our customer service team 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 at the following times:
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 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.
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 right corner
- Email email@example.com
- Contact form: click here
- Reach us on Whatsapp +852 68511041
Our customer service operational hours are:
Monday to Friday: from 9am to 6pm HK time (GMT +8)