Your satisfaction is our priority. We are sorry to hear that your experience with our products has not lived up to what you expected.

At Master Loafer we are committed to giving our customers the best quality and the best service. If you run into any problem at all, or if something is not right, do not hesitate to contact our after-sales team. We are here to sort it out with you, quickly.

Tell us what happened

Write to us at contact@master-loafer.com, or from our contact page, and include:

• your order number, which is at the top of your confirmation e-mail;
• the model and the size concerned;
• one or two photos, if the item is faulty or damaged;
• in two lines, what you expected and what you received.

With those elements we can decide straight away, without sending you back and forth. We reply within 24 to 48 business hours, Monday to Friday.

What we can do

• A faulty or damaged item: we replace it or we refund you, at no cost to you.
• A size that does not fit: we tell you how to exchange or return it. You have 14 days from delivery, and return shipping is at your expense.
• An order that does not arrive: we open an enquiry with the carrier. Before writing to us, have a look at Track my order: we explain there why tracking can stay frozen for several days.
• A mistake in your order: we correct it and we cover the cost of sending the right item.

The full conditions are in our refund policy.