Refund policy

Returns

You have the right to return any item within 14 days of delivery, except for items listed as non-returnable below.

To qualify for a return, items must meet the following conditions:

  • The product must be unused, except for trying it on as you would in a physical store.
  • Items must be returned with tags and in original packaging.
  • If an item shows signs of use beyond normal try-on, we may reduce the refund to reflect the loss in value.

Consumer return rights apply only to private individuals. Business purchases are not eligible.

As a small shop with limited stock, we truly appreciate it when returns are made in a timely manner — this helps us make items available to other customers.

How to start a return

NB! To request a return, please use our dedicated Customer Portal.

Returns sent without submitting a return request through the portal may result in significant processing delays. We have also experienced cases where unregistered parcels were lost in transit.

Exchanges – easiest & fastest option

If you would like to receive a different size, colour, or product, the easiest and fastest option is to place a new order directly through our webshop.

This way, you don’t need to wait for the returned item to arrive before receiving your replacement.

Once the returned item has been received and inspected, we will issue a refund for the original order.

Return shipping & costs

  • The cost of returning an item is covered by the customer.
  • If a prepaid return method is used, the return shipping cost will be deducted from the refund.

Original shipping cost refund

  • EU orders: the cost of standard delivery is refunded. If an upgraded or express shipping option was selected, the additional cost is not refunded.
  • Non-EU orders: the original shipping cost is not refunded. In addition, a fixed fee of €15 will be deducted to cover non-refundable customs, handling, and administrative costs. When items are returned from outside the EU, they must go through customs again upon re-entering the EU, which results in additional charges for us. These costs are not refundable.

Chose the wrong size?

Before deciding to exchange or return your shoes, please double-check the following:

  • Remove all paper inserts, tags, and packaging materials from inside the shoes before trying them on.
  • Some models include two pairs of insoles (one thinner and one thicker). Trying both can significantly improve the fit.

If you’re unsure which size or model would suit you best, feel free to contact us via chat or email at shop@mymara.eu — we’re happy to help.

Damages and issues

Please inspect your order upon delivery and contact us immediately if the item is defective, damaged, or incorrect.

Whether a product is considered defective is assessed in cooperation with the manufacturer. If the issue is confirmed, the refund will be issued in full with no deductions.

Non-returnable items

  • Socks (unless the original packaging is unopened)
  • Gift cards

Refunds

Once we receive and inspect the returned item, and everything is in order, the refund will be issued to your original payment method within 10 business days.

Please note that your bank or credit card provider may need additional time to process the refund. The total time for the refund to appear in your account depends on the original payment method.

If more than 15 business days have passed since approval of your return, please contact us at shop@mymara.eu.

Still have questions?

If you still have questions, feel free to contact us via chat or email at shop@mymara.eu — we’re happy to help.