Refund policy

Returns

You have the right to notify us that you wish to return an eligible item within 14 days of delivery, except for items listed as non-returnable below.

After notifying us of your decision to return the item, it must be sent back without undue delay and no later than 14 days after that notification.

When returning an item, please ensure the following:

  • The product should only be handled and tried on to the extent reasonably necessary to establish its nature, characteristics and fit, as you would in a physical store.
  • Items should be returned with tags and in original packaging where reasonably possible. Missing or damaged packaging may result in a reduction of the refund if it reduces the value of the item.
  • If an item shows signs of use or handling beyond what is reasonably necessary to assess the product, we may reduce the refund to reflect the resulting loss in value.

The statutory 14-day consumer right of withdrawal applies only to private individuals and does not apply to purchases made as a business.

The statutory 14-day right of withdrawal does not apply to items purchased in person at our shop. Items purchased in-store may, however, be exchanged in accordance with our exchange conditions. This does not affect your statutory rights if an item is defective or does not conform to the purchase.

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 any return or exchange, including for damaged or quality-related items, please register it through our dedicated Returns page.

Returns sent without first registering the return through our Returns page 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 exchange an item for a different size, colour, or product, please register the exchange through our Returns page.

You can choose the exchange option directly during the return process.

For eligible existing customers, once the exchange has been approved, we may dispatch the replacement item immediately — you do not necessarily need to wait for the returned item to arrive first.

The available exchange options will be shown during the return and exchange process.

Free exchange

NB! Free exchange is available only in Estonia and can be used once per order. Free exchange is not available during promotional campaigns.

When using the free exchange option, the cost of sending the original item back to us is covered by the customer, but we will ship the replacement item to you free of charge.

This is a voluntary MyMara exchange benefit and does not limit your statutory consumer rights. Claims for defective products are handled as described under “Damages and issues”.

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.
  • You can also return items to our shop in person free of charge during opening hours.

Original shipping cost refund

  • EU orders: we refund the cost of the least expensive standard delivery option that was available for the order. If a more expensive delivery option was selected, the additional cost is not refunded.
  • Non-EU orders: the original shipping cost is generally not refunded. In addition, a fixed fee of €15 may be deducted to cover non-refundable customs, handling, and administrative costs, where applicable. When items are returned from outside the EU, they must go through customs again upon re-entering the EU, which may result in additional charges for us.

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 register any defect, damage, or incorrect item through our Returns page as soon as reasonably possible after discovering the issue.

We will assess the issue and, where appropriate, may consult the manufacturer as part of the assessment. If the item is confirmed to be defective or incorrect, we will provide an appropriate solution, which may include a repair, replacement, price reduction, or full refund depending on the circumstances.

Non-returnable items

  • Socks (unless the original packaging is unopened)
  • Gift cards
  • Shoe-care sprays, creams, cleaners and similar products where use or non-use cannot be reliably verified and where, due to the nature of the product, a returned item cannot be safely offered for resale

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.