Refund policy

We have a 7-day return policy, which means you have 7 days after receiving your item to request a return.

Unfortunately, at this time we are unable to provide free returns or exchanges.

Please note: We do not take responsibility for lost or stolen packages. Once the shipment has left our warehouse, we can no longer take responsibility for the package.

Return Eligibility & Condition Requirements

To be eligible for a return, your item must be in the exact same condition that you received it: unworn, unused, with all original tags, and in its original packaging (including the original shoe box and dust bags/wrapping). You will also need the to email the receipt or proof of purchase.

💡 A Quick Note on Shoe Returns:

When testing the fit of your shoes, please try them on indoors on a clean or carpeted surface. If the soles pick up any light dust or household debris, please wipe them completely clean before packing them back up.

Important: Restocking Fees & Rejected Returns

  • Rejected Returns: Items returned showing visible wear, outdoor scuffs, permanently marked soles, or missing original packaging cannot be accepted. They will be rejected and sent back to you at your expense.

  • Restocking Fee: Items returned with light floor dust or dirty soles that require cleaning, or items returned with a damaged/tape-marked shoe box, will be subject to a 15% restocking fee, deducted directly from your refund.

How to Start a Return

To start a return, please contact us at hello@by-marylo.com. Instructions on how and where to send your package will be provided via email. Items sent back to us without first requesting a return will not be accepted.

After your return request is approved, you will have 10 days to ship the item back to us. If the product is not received within this 10-day period, the return request will be canceled and denied.

You can always contact us for any return questions at info@by-marylo.com.

Damages and Issues

Please inspect your order upon arrival and contact us immediately if the item is defective, damaged, or if you received the wrong item, so that we can evaluate the issue and make it right.

Exceptions / Non-Returnable Items

Certain types of items cannot be returned, like perishable goods, custom products (such as special orders or personalized items), and personal care goods. We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on sale items or gift cards.

Exchanges

The fastest way to ensure you get what you want is to email hello@by-marylo.com to request and confirm an exchange. Instructions on how and where to send your package will be provided through email.

European Union 14-Day Cooling-Off Period

Notwithstanding the above, if merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without justification. As above, your item must be in the same condition that you received it: unworn or unused, with tags, and in its original packaging (clean soles required). You’ll also need the receipt or proof of purchase.

 

Refunds & Inspection

We will notify you once we’ve received and inspected your return, and let you know if the refund was approved, partially approved (subject to a restocking fee), or rejected.

If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund.

If more than 15 business days have passed since we approved your return, please contact us at hello@by-marylo.com.