Refund policy

Returns & Exchanges

Returns & Exchanges

We want you to absolutely love your shoes. If something isn’t quite right, we’re here to make the process easy, fair, and stress-free.

If you ever have questions, please don’t hesitate to contact us at — our team is always happy to help.

Return Eligibility

We accept returns and exchanges within 30 days of delivery, provided that:

  • Shoes are unworn, unwashed, unaltered, and undamaged
  • Items are returned in their original shoebox
  • The shoebox is kept clean and free of tape, labels, or writing

To get started, please use our RETURN PORTAL to submit your return or exchange request.

Refunds & Restocking Fee

  • Regular-Priced Items

    Eligible regular-priced items may be refunded to the original form of payment, subject to:

    • A 15% restocking fee
    • Original shipping costs being non-refundable

    Once your return is received and inspected, please allow up to 2 weeks for your refund to be processed.

    Sale, Promotional & Discounted Items

    Any item purchased during a sale, promotion, with a discount code, markdown, bundle offer, or automatic discount is eligible for:

    • Exchange, or
    • Store credit only in the form of a gift card

    Refunds to the original form of payment are not available for discounted purchases.

    This policy helps us continue offering limited-time promotions while maintaining the quality and craftsmanship of our products.

Exchanges

  • Free exchanges within Canada are available on regular-priced items.

    Free exchanges do not apply to:

    • Sale or discounted items
    • Clearance or Final Sale items
    • Orders shipped outside of Canada

Final Sale Items

Items marked as:

  • Final Sale
  • Clearance
  • Factory Seconds

are not eligible for refunds to the original form of payment.

These items may be eligible for:

  • Exchange, or
  • Store credit (case-by-case)

Please note that our free return/exchange policy does not apply to Final Sale or Clearance items.

Pre-Orders

Pre-order items are typically fulfilled within 4–6 weeks, depending on when your order was placed. Orders are fulfilled on a first-come, first-served basis.

Because our shoes are handwoven and handmade by skilled artisans, timelines may vary due to material availability or production schedules — but we promise they’re worth the wait.

If you haven’t received an update within three weeks, feel free to email us at hello@msharmonica.com, and we’ll be happy to check on your order.

Gift Cards

  • Gift cards are final sale

  • They are non-refundable and cannot be returned or exchanged

We’re also unable to accept returns or exchanges for:

  • Giveaway or contest prizes

  • Auction items

  • Purchases made through resale platforms (e.g. Facebook BST groups) or unauthorized retailers

Gifts

If an item was marked as a gift and shipped directly to you:

  • You’ll receive store credit for the value of the return once the item is received

If the item was not marked as a gift, or shipped to the purchaser first:

  • The refund will be issued to the original purchaser, and they will be notified

International (Non-Canada) Orders

For Our USA Customers 🇺🇸

We’re growing fast — thanks to you!

  • Most U.S. orders arrive in under 5 business days

  • We ship via DHL

  • All USA orders are shipped Delivered Duty Paid (DDP) — duties and taxes are collected at checkout

USA Returns & Exchanges

Regular-priced items may be returned or exchanged if:

  • Items are unworn, undamaged, and re-sellable (no sole wear or creasing)

  • Items are returned in original packaging

  • The return request is submitted within 30 days of delivery

Please note:

  • Customers are responsible for return shipping costs

  • Local authorities may apply additional VAT or duties during return processing

  • Sale and Clearance items are Final Sale

To begin a return or exchange, email us at hello@msharmonica.com.

Incorrect or Faulty Items

Every order is carefully reviewed before shipping, but if something isn’t right:

  • Contact us within 5 days of delivery for incorrect items

  • If you notice a defect within 20 days of purchase, email us with:

    • Clear photos

    • A brief description of the issue

We reserve the right to repair or replace faulty items as a first solution.
Damage caused by normal wear and tear, misuse, or accidents is not considered a manufacturing fault.

All items must be returned clean for assessment.

Late or Missing Refunds

If you haven’t received your refund yet, please email hello@msharmonica.com with your order number, and we’ll take care of it right away.