FAQ

What is the return policy?

Returns
Our policy lasts 10 days. If 10 days have gone by since your purchase, unfortunately, we can’t offer you a refund or exchange.

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.

Additional non-returnable items:
Gift cards
Some health and personal care items

To complete your return, we require a receipt or proof of purchase.

Please do not send your purchase back to the manufacturer.

There are certain situations where only partial refunds are granted (if applicable)
Book with obvious signs of use
Any item not in its original condition is damaged or missing parts for reasons not due to our error
Any item that is returned more than 10 days after delivery

Refunds (if applicable)
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.

Late or missing refunds (if applicable)
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next, contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at info@marloushoes.com.

Sale items (if applicable)
Only regular priced items may be refunded, unfortunately, sale items cannot be refunded.

Exchanges (if applicable)
We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at info@marloushoes.com and send your item to: 5471 Mayfield Rd., Lyndhurst, OH 44124.

Gifts
If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.

If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver.

Shipping
To return your product, you should mail your product to: 5471 Mayfield Rd., Lyndhurst, OH 44124

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

Depending on where you live, the time it may take for your exchanged product to reach you may vary.

If you are shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.

What are the shipping options?

We ship via USPS and UPS and we reserve the right to ship whichever method we see fit for said package.

When will I receive my order?

Depending on when you placed your order and where you live, will determine how long it will take to receive your package. Most orders are processed within 24 hours from when they were placed and ship next day or 48 hours after. If you have questions regarding your order, please call us at 440-449-7463 during business hours, or email us anytime at info@marloushoes.com.

What do I do if I never received my order?

Please contact us at 440-449-7463 during business hours or email info@marloushoes.com 24/7 if you do not receive your order.

What do I do if I received a defective order?

Please contact us at 440-449-7463 during business hours or email info@marloushoes.com 24/7. We will see what we can do to replace the item or issue you a refund.

How do I make changes to an order I’ve already placed?

Reach out to us at 440-449-7463 during business hours or email info@marloushoes.com 24/7 as soon as possible to make changes to your order. We can't guarantee the order will be fixed, but the sooner you reach out, the better the chances of fixing the order. 

Where are you located?

We are located at 5471 Mayfield Rd., Lyndhurst, OH 44124

How do I make sure I order the right size?

Check out the size guides on the collection pages and product pages for most sizing issues. If you still have questions, please use our chat window, call us at 440-449-7463 during business hours, or email us at info@marloushoes.com anytime.

How do I contact your company if my question isn’t answered here?

Talk with us on our chat window, call us at 440-449-7463 during business hours, or email us at info@marloushoes.com anytime.