FREE SHIPPING for orders above 1800$HKD within SOUTH EAST ASIA - USA - UK|FREE SHIPPING & RETURN in Hong Kong

FREQUENTLY ASKED QUESTIONS

Here you can find the most Frequently Asked Questions we get.
If you have further questions or doubts you can always contact us via email, live chat or through our contact page right here.

Order Processing

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

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, Canada, USA and UK.

For orders received outside these countries, the shipping costs will be calculated at the check-out. 

We ship to most Asian countries, European Union, UK, Middle East, Australia, North America and Canada. We ship every weekday Monday to Friday.

We use Fedex, SF Express adn Hong Kong Speed Post.

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.

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.

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

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.

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. 

Follow these instructions to return your purchased item(s):

- Please fill in the return request.

- Book a return through SF Express here. You can 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.

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.

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.

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. 

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 of the same value for a future purchase.

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.

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

We accept payments with Mastecard, Visa, American Express and Paypal.

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

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. 

 

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. 

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. 

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

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.



Appointment Booking

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.

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.

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.

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

Unfortunately, discount codes cannot be combined together with other online offers and promotions.

Only one discount code at the time can be used.

Our discounts and sales promotions are Online Exclusive only and cannot be used at our store in Hong Kong.

Contact Us

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

- Contact form: click here

- Reach us on Whatsapp +852 68511041

Our customer service operation hours are:

Monday to Friday: from 9am to 6pm HK time (GMT +8)