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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, you can ask for return or exchange  within 10 days from order delivered.

 

RETURN CONDITIONS

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. 

Please note that the return shipping costs together with import/export duties and taxes (if any) are on customer expenses, and will be deducted from final refund.

 

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.

 

REFUND APPROVAL

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. You will receive a confirmation email once your refund has been processed. Please allow 5 to 10 working days for the process to be completed.

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

 

EXCHANGE POLICY

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. Please request your exchange within 10 days from order delivered.

  • HONG KONG

If you are returning your product from Hong Kong, the return shipping costs are  free of charge.

  • REST OF THE WORLD

If you are returning your goods 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 and will be deducted from final refund.

 

QUALITY PROBLEM

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.