Return Policy

You can return any unworn MBT item in new condition that you’ve ordered online directly from SHOP.MBT.COM/UK/ within 14 days of shipment by using the return form provided in your original package. Shoes must be returned to us in the original MBT box.

We recommend sending your return via insured parcel post or other traceable method using the original packaging in which it was received. MBT is not responsible for returns until they are received in our warehouse. Customers are responsible for the safe return of merchandise, so please be sure to package them up well to prevent any damage or lost shoes during shipping.

Please COMPLETE the RETURN FORM in full and include it inside the package. A blank return form is included in your package for your convenience. The Return Form is only valid on orders placed through shop.mbt.com/uk/. If you have purchased your footwear through another retailer, you must return your footwear to that retailer or contact ecs.uk@masai-intl.com. Any returns we receive using the Return Form, and not purchased through shop.mbt.com/uk/, will not be processed or returned to you.

In all cases, except where an item is faulty, the item(s) returned must be in their original and saleable condition without having been worn outdoors. This includes all packaging and labelling. (If you’re trying them on for fit, we suggest you walk on a carpeted floor in your new MBT footwear.)

All footwear will be inspected on return.

The initial SHIPPING & HANDLING charge incurred in ordering the item(s) being returned IS NON-REFUNDABLE (unless otherwise stated).

Please indicate the REASON FOR RETURN using the CODES provided and, in the case of a fault or error on our part, please provide a full description in the space provided. We appreciate your feedback and will use it to improve our service.

We process refunds for Products within 14 days of receipt, and will notify you by email when your return has been processed.

In the unlikely instance that items have been shipped to you that do not conform to your original order, we will refund your both your shipping & handling charge incurred in ordering the Product(s) being returned and return postage. Please contact us at +44 (0)1276 64443  (Monday - Friday 9.00 – 17:00) or e-mail us at ecs.uk@masai-intl.com

Sorry, but items purchased from shop.mbt.com/uk/ may not be returned via any of our retailer partners, as selections and styles vary from store to store.

You can EXCHANGE your order, just follow our online return process to return your product and place a new order for the product(s) you would like. This will give you the opportunity to order in-stock items in the color and size you would like, without waiting for your return to be processed.

Please note: When returning product and placing a new order, two separate transactions will post to your credit card – one for the new order and one for the refund of the original item(s) you are returning. We do not refund original shipping charges.

If you have any difficulty or have any other queries regarding the returns service, please call us at +44 (0)1276 64443  (Monday – Friday 9.00 – 17:00) or e-mail us at ecs.uk@masai-intl.com