Return & Exchange Policy
Our goal at Mastro Zavatti Store is for every customer to be satisfied with their online purchase. If for some reason this is not the case, we offer refund and exchange within 10 days from order received.
The returned merchandise must be in NEW/ORIGINAL and resalable condition and must show NO signs of use, wear, damage, stain odour or alteration. Soles must be in perfect condition and must not be marked in any way.
We are not able to refund or exchange items that are not in this condition. Merchandise must be returned with the receipt, original and undamaged packaging and tags. As the shoebox is part of the product, we will not accept returned footwear with a damaged shoebox.
HOW TO MAKE A RETURN
- HONG KONG
For our Hong Kong customers, Mastro Zavatti Store offers free return.
If you want to return your purchase, please do fill in the return request.
After that, you can book a return through SF Express here. You can choose day and time for SF Express to collect your return. Please do include also the refund form provided when you first receive your order.
- REST OF THE WORLD
At this moment, we are unable to offer free returns outside 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.
RETURN SHIPPING ADDRESS
Return your product to this address: Room 1705- 17/F, Winning Centre, 29 Tai Yau Street - San Po Kong - Kowloon - Hong Kong
Please make sure all return packages are sent with a traceable, insured service. We do not take any responsibilities for loss or damage in shipping. Please do notify us with the tracking number.
Once your return is received and inspected, we will notify you of the approval or rejection of your refund. When approved, then refund will be processed, and sent to your credit card or original method of payment, within a certain amount of days.
If you are returning from outside Hong Kong, once we receive and approve your return we will refund the amount minus the shipping costs. Please note that all cost (if any) for duties/import & export taxes will be paid by the client.
LATE OR MISSING REFUND (IF APPLICABLE)
If you haven’t received a refund yet, first check your bank account. Then contact your credit card company, it may take some time before your refund is officially posted. Next, contact your bank. There is often some processing time before a refund is posted. If you’ve done all of this and you still have not received your refund yet, please contact us
- HONG KONG
For our Hong Kong customers, Mastro Zavatti Store offers free exchange
- REST OF THE WORLD
If you are shopping from outside Hong Kong, you are eligible for exchange but the return shipping costs together with import/export duties and taxes (if any) are on customer expenses.
HOW TO REQUEST AN EXCHANGE
Please contact us, to inform about the exchange. Please do include your name, address and order number. Please specify the size, colour, and style you want to exchange. We will check the availability of the requested style size and colour and inform you accordingly.
Before handling the exchange, please return the merchandise you want to exchange, following the return instructions and conditions mentioned above.
Once your exchange merchandise is returned and inspected, we will notify you of the approval or rejection of your exchange. When approved, we will refund you the sum of the item you want to return, after you placed a new order for the style you want to exchange. Once we receive your new order, we will process your exchange order and send it to you to the address previously provided. We will notify you with the tracking number once the exchange item has been shipped.
If the item you received is incorrect, missing, or imperfect, please email us at email@example.com within 5 days from the date you received your order.
Please include your order number, photographs of the item(s), and all related references upon receiving your package. Our customer service representative will contact you to follow up.