Returns, refunds and remakes policy

We are sure you’re going to love your tailor-made shoes. We want you to be completely happy with your purchase. If for any reason you don’t, we will do our best to make it right.

You have the option of either returning your shoes for a full refund, or remaking them up to one time in a new size within 14 days from the day you have received your order. Shoes eligible for return or exchange must be:

  • New, unused and in good condition; Shoes must be unworn, in perfect condition. – Please make sure to try your new shoes on a clean, soft interior surface.
  • Inclusive of all original hangtags, packaging, and components at the time of return or exchange. Footwear must be accompanied by the original box with all protective packing materials inside;
  • Accompanied by a proof of purchase (order confirmation email or number)

We offer free prepaid return postage for Swiss customers. Customers outside of this location pay for return postage, and the cost will be applied as a credit to your account and discounted from your next order with us.

To exercise the right of withdrawal, you must send a email to contact[at], in which you explicitly declare the wish to return the product(s) ordered within 14 days from the date the shoes are received. You will received a “returned shoes code”. Then you have to fill the form up, print it and place this form inside the packaging together with the defective/non-conforming shoes.

All shoes must be sent to By Maria’s address.


Love your shoes but not quite the right fit? To place a remake request in a different size or organize a refund, write to us contact[at]

Alternatively, you can take them to a shoe repairer in your city and we’ll cover the costs (up to CHF 50) of having them adjusted.

Please note that our materials are sourced in small batches and can be subject to availability. In the event that a remake for your order has been placed and processed, we will do our best to remake your shoes to the same specifications as your original order. If this is not possible due to changes to our product, range and offering, we will notify you.


To make any change, write to us contact[at], you will have to fill up the return form and communicate us your new elected design. Remakes are capped at one pairs.

If your new design is priced lower than your original order, your account will be credited for the difference. For designs that cost more than the original order, payment for the price difference will be processed once your remake is finalized.


Of course, we would love to work with you to get the shoes right. But if you have made up your mind and you’d like to return your shoes, visit our Return Page and complete the Returns form to request a full refund.

The credit for your returned item(s) will be refunded back to your account in the same form of payment used to purchase the item(s), the credit should appear on your next statement. Once the return process is completed, you should receive an email with a confirmation.


Your shoes will be considered faulty if they are received damaged, or a manufacturing fault occurs within 5 days of purchase. Depending on the severity of the fault, By Maria will either credit your By Maria account the cost of a shoe repair up to the value of CHF 50 (upon you submitting a receipt), or arrange a full remake free of charge, pending the availability of the style and material used in the original design.


Still have questions? Contact us contact[at] and we will be happy to help.


For full details on our returns policy, see our Terms and Conditions.

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