Refund policy

Returns & Exchanges Policy

(Updated with the new Self-Serve system)

We now offer a streamlined Self-Serve Returns & Exchanges process.
All return/exchange requests must be initiated directly through your order page on our website.
Requests outside this process will not be accepted.

Return & Exchange Window
Returns and exchanges are accepted within 15 days of receiving your order.

Exchanges

  • The first exchange is free of charge (one-time courtesy).
  • Any additional exchange beyond the first will require the customer to cover:
  • Return shipping costs
  • Outbound shipping costs for the new item
  • A $25 USD restocking fee

Returns (Refund Requests)

  • All returns are subject to a $25 USD restocking fee.
  • Shipping charges are non-refundable.
  • If a return is requested after an exchange has already been completed, the applicable restocking fee and shipping deductions will apply.

Additional Notes
This policy is designed to maintain fair use of our exchange program while ensuring proper inventory control for our handcrafted, high-value products. Excessive exchanges or returns may be reviewed and declined.

Self-Serve Returns & Exchanges — Required Process

All requests must be created from the same order in your account.

How It Works

  1. Sign in at www.marcodimilanoshoes.com
  2. Go to Account → Orders
  3. Open the order you want to return/exchange
  4. Click “Request Return” in the top-right corner
  5. Follow the guided steps to submit your request

Return Reference (RMA)

Your Order Number serves as your return reference.
No separate RMA number is needed.

After submitting your request, you will automatically receive instructions and a return label (when applicable).

Important:

Returns or exchanges not submitted through the Self-Serve system will be declined.

Store & Warehouse Return Rules

Returns/exchanges cannot be dropped off at the warehouse or store unless:

  1. The Self-Serve request is completed
  2. The customer can show the Order Number return confirmation (printed or on phone)
  3. Our team has emailed authorization—including Order # and Customer Name—to the warehouse/store team before drop-off

If any requirement is missing, the return will be declined.

Condition Requirements

Items must be returned in original condition, including:

  • Original shoe box
  • Dust covers
  • All tags
  • All original packaging

Unacceptable conditions include:

  • Wear or tear
  • Scratches or scuffs
  • Excessive creasing

Items that do not meet these standards will be returned to the customer.

Processing

Exchanges

Shipped promptly after we receive and inspect your returned item.

Refunds

Issued to the original payment method or credit directly as a Store Credit, after inspection.
Shipping fees and restocking fees apply.

International Return Policy

For international orders refused at delivery and returned without a valid Self-Serve request:

  • A 15% restocking fee will apply
  • Additional customs or re-import fees may be charged

You can always contact us for any return question at customerservice@marcodimilanoshoes.com.