Shipping Policy

At Marlou Shoes Sales Shop, we are dedicated to providing you with stylish, comfortable footwear and a seamless shopping experience from start to finish. We understand that knowing how your order will arrive and what to do if you need to make a return is essential. This policy outlines all the details.

Shipping Information

We are thrilled to ship our products globally (excluding Asia and a few remote regions). Here’s what you can expect after placing your order:

Order Processing

Please allow 1-2 business days for us to carefully process and prepare your order for shipment. You will receive a confirmation email with tracking information once your order is on its way.

Shipping Methods & Delivery Times

We offer two reliable shipping options to meet your needs:

• Standard Shipping ( $12.95 )
  Carrier: DHL or FedEx
  Estimated Delivery: 10-15 business days after shipment.
• Free Shipping
  Carrier: EMS
  Availability: Automatically applied to all orders over $50.
  Estimated Delivery: 15-25 business days after shipment.

Returns & Exchanges Policy

Your satisfaction is our top priority. If your purchase isn’t perfect, our straightforward return process is here to help.

Eligibility

• Time Frame: Returns or exchanges must be requested within 15 days of you receiving the order.
• Condition: Items must be unworn, in their original condition, and in the original packaging with all tags attached.
• Proof of Purchase: Your order confirmation email or packing slip must be included.

How to Initiate a Return or Exchange

Follow these simple steps:

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, the reason for the return/exchange, and for exchanges, specify the desired new item (size and color).
3. Wait for Instructions: We will respond within 1-2 business days with a Returns Merchandise Authorization (RMA) number and the return shipping address.
4. Ship the Item: Securely package the item(s) with the original packaging. Clearly write the RMA number on the outside of the package and ship it to the address we provide. We recommend using a trackable and insured service, as you are responsible for the return shipping cost.

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.

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

Exchange Process

Exchanges are subject to product availability.

• If the new item is of higher value, you will be charged the difference.
• If it is of 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.