At Marlou Shoes Sales Shop, your satisfaction is our top priority. We stand behind the quality of our stylish and comfortable footwear. If you are not completely happy with your purchase, we offer a straightforward returns and exchanges process to ensure your experience remains positive and hassle-free.

1. Return & Exchange Eligibility

  • Time Frame: You may return or exchange items within 15 days of receiving your order.
  • Condition: Items must be unworn, in their original condition, and in the original packaging with all tags attached.
  • Proof of Purchase: Please include your order confirmation email or packing slip.
Please Note: For hygiene reasons, we cannot accept returns or exchanges on Slippers if the protective sole cover has been removed or if they show signs of wear. All other footwear (Shoes, Boots, Sandals) is eligible provided it meets the conditions above.

2. Non-Returnable Items

  • Slippers that have been worn or have had the hygiene liner removed.
  • Any item that is not in its original condition, is damaged, or is missing parts for reasons not due to our error.
  • Items marked as “final sale” or purchased with a promotional discount that specified all sales are final (if applicable).

3. How to Initiate a Return or Exchange

Follow these simple steps to request a return or exchange:

  1. Contact Us: Email our customer service team at [email protected] within the 15-day window. Use the subject line “Return Request: [Your Order Number]” or “Exchange Request: [Your Order Number]”.
  2. Provide Details: Include your name, order number, and the reason for the return or exchange in your email. For exchanges, please specify the desired new item (including size and color, if applicable).
  3. Wait for Instructions: Our team will respond within 1-2 business days with a Returns Merchandise Authorization (RMA) number and detailed instructions on where to ship the item(s).
  4. Ship the Item(s): Securely package the item(s) in their original packaging. Include the RMA number clearly on the outside of the package. Ship the package to the address we provide. Please note: Original shipping costs are non-refundable.

4. Refund Process

  • Timeline: Once we receive and inspect your returned item, we will process your refund within 3-5 business days.
  • Method: Refunds will be issued to the original payment method used during purchase (Visa, MasterCard, JCB, or PayPal).
  • Amount: You will receive a refund for the cost of the returned item(s). Please note that original shipping fees are non-refundable.

Note: Depending on your bank or payment provider, it may take additional time for the refund to be fully posted to your account.

5. Exchange Process

  • Exchanges are subject to product availability.
  • If the item you wish to exchange for is of a higher value, you will be charged the difference.
  • If it is of a lower value, we will refund the difference to your original payment method.
  • We will cover the standard shipping cost for the replacement item sent to you.

6. Return Shipping Address & Costs

You will be responsible for paying for your own shipping costs for returning your item. Ship your return to:

Marlou Shoes Sales Shop – Returns
2987 Tree Frog Lane
Kansas City, US 64106

We recommend using a trackable shipping service and purchasing shipping insurance, as we cannot guarantee that we will receive your returned item.

7. Email Template for Return/Exchange Request

To make the process even easier, you can copy and paste the template below into an email to [email protected].

Subject: Return/Exchange Request: [Your Order Number]

Body:

Hello Marlou Shoes Team,

I would like to request a [return/exchange] for my recent order.

  • Order Number: [Insert Your Order Number]
  • Full Name: [Insert Your Full Name]
  • Product Name(s): [Insert Product Name(s) and Size(s)]
  • Reason for Return/Exchange: [Please provide a brief reason]

For exchanges, I would like to exchange for: [Insert desired product name, size, and color].

Please provide further instructions and the return address.

Thank you,

[Your Name]

8. Questions?

If you have any questions about our returns and exchanges policy, please don’t hesitate to contact our friendly customer service team at [email protected]. We’re here to help!