Refund policy


MarloeMade 30-Day Comfort Guarantee & Refund Policy

At MarloeMade, we're committed to creating footwear that looks beautiful and feels even better.

That's why every eligible purchase is backed by our 30-Day Comfort Guarantee. If your shoes aren't the right fit or comfort for you, we're here to help.

Our goal is simple: to make shopping with confidence while keeping our guarantee fair for every customer.

 

30-Day Comfort Guarantee

You may request a return for a refund within 30 days of receiving your order, provided your purchase meets the eligibility requirements below.

Eligible Returns

To qualify for a refund:

  • Your return request must be submitted within 30 days of delivery.
  • The shoes must be clean, unworn, unused, and in their original condition.
  • The shoes must not show excessive wear, damage, alterations, stains, odors, or misuse.
  • The original packaging should be included whenever possible.
  • Proof of purchase is required.
  • Your return must be approved by our Customer Care team before being shipped back.

To preserve your return eligibility, we recommend trying your shoes indoors before wearing them outdoors.

Items that do not meet these requirements may not qualify for a refund.


How to Start a Return

To request a return, please contact us at mademarloe@gmail.com with:

  • Your order number
  • The reason for your return

If your return is approved, we'll provide instructions on how and where to send your package.

Returns sent without prior authorization will not be accepted.

 

Refunds

Once your returned item has been received and inspected, we'll notify you whether your refund has been approved.

If approved, your refund will be issued to your original payment method. Please allow 5–10 business days for your bank or credit card provider to process and post the refund.

Please note:

  • Original shipping charges are non-refundable.
  • Shipping protection (if purchased) is non-refundable.
  • Customers are responsible for return shipping costs unless the return is due to our error or the item arrived damaged or defective.


Damaged, Defective, or Incorrect Orders

Please inspect your order upon delivery.

If your order arrives damaged, defective, or you receive an incorrect item, please contact us within 30 days of delivery at mademarloe@gmail.com.

To help us resolve your claim quickly, please include:

  • Your order number
  • Clear photos of the product showing the issue
  • Photos of the shipping box and shipping label

Once your claim has been reviewed, we'll determine the most appropriate resolution, which may include a full refund or another suitable solution at our discretion.

Claims submitted more than 30 days after delivery, or involving damage caused by normal wear and tear, misuse, accidents, improper care, or unauthorized modifications, are not covered under this policy.


Items Not Eligible for Return

The following items are not eligible for return or refund unless they arrive damaged, defective, or incorrect:

  • Final Sale or Clearance items
  • Gift Cards
  • Personalized or custom-made products
  • Products that have been intentionally damaged, altered, washed, or excessively worn
  • Products returned without prior authorization


Promotional Orders

Orders placed using promotional offers, bundle discounts, Buy One Get One (BOGO), Buy 2 Get 1, or similar promotions must be returned with all promotional items to qualify for a refund.

If only part of a promotional order is returned, the promotional discount may be removed and your refund adjusted accordingly.


Order Cancellations

Orders may be cancelled within 24 hours of purchase, provided they have not yet entered processing.

Once an order has been processed or shipped, it can no longer be cancelled. Eligible orders may still be returned in accordance with this policy.


Incorrect Shipping Information

Customers are responsible for providing an accurate shipping address.

If an incorrect shipping address is provided, please contact us immediately. If the order has already shipped, additional shipping charges may apply for reshipment.


Unauthorized Returns

Please do not send products back without first contacting our Customer Care team.

Returns sent without prior authorization may be refused, delayed, or returned to the sender.


Chargebacks

If you experience any issue with your order, we encourage you to contact our Customer Care team before initiating a payment dispute.

Most concerns—including delayed deliveries, damaged items, missing packages, or return requests—can usually be resolved much faster through our support team.

Fraudulent or abusive chargebacks for valid orders may result in future orders being declined and may be investigated.


European Union 14-Day Cooling-Off Period

If your order is shipped to a country within the European Union, you have the right to cancel or return your order within 14 days of delivery for any reason, in accordance with applicable consumer protection laws.

To qualify, the item must be unused, in its original condition, and returned with its original packaging and proof of purchase.


Policy Updates

MarloeMade reserves the right to modify this Refund Policy at any time. Any changes will be posted on this page and become effective immediately upon publication.