Returns & Exchanges

Because handmade doesn’t always mean a perfect fit on the first try — and that’s okay.

If your shoes aren’t quite right, we’ve made it easy to request an exchange or store credit through our [Returns Portal].

Just make sure to submit your request within 14 days of receiving your order.

How it works:

- Return requests must be submitted via our Returns Portal

- Items must be unworn, in original condition, and sent back in their original packaging

- Returns are sent to our Melbourne studio (not back to Ukraine!)

- We offer exchanges or store credit — refunds are only available in the rare case of a confirmed fault

- Return shipping is at the customer's expense unless your item is faulty or incorrect

All our shoes are handmade to order, so we appreciate your thoughtful purchase and understanding.

Frequently asked questions

(aka Real Talk About Sending Stuff Back)

Yes — if your shoes don’t fit or just don’t feel right, you can return them for a different size, style, or store credit.

We do not offer refunds for change of mind or incorrect sizing.

You’ll just need to:

1. Submit your request through our Returns Portal within 14 days of delivery

2. Make sure your shoes are unworn and in original condition

3. Ship them back to us in Melbourne

Once they arrive, we’ll get working on your exchange or issue store credit.

We only offer refunds in the case of a confirmed fault with the product or if you’ve received the wrong item.

Otherwise, we’re happy to issue a store credit or exchange.

If there’s a quality issue, email us at hello@mozaikasteps.com with your order number and photos — we’ll sort it quickly.

As a small handmade brand, we’re currently not able to cover return postage for exchanges or change of mind.

Return shipping is the responsibility of the customer, and we recommend choosing a tracked method.

If your item is faulty or incorrect, we’ll of course cover all shipping costs.

Once we receive your return in Melbourne and confirm it's in original condition, we’ll begin processing your exchange:

- If your requested size/style is in stock in Melbourne (rare, but possible), we’ll ship it in 2–4 business days

- If it needs to be made, your new pair will be crafted and shipped from our workshop in approx. 3–5 weeks total (production + delivery)

Thanks for your patience — it’s slow fashion on purpose.

Returned shoes must be:

- Unworn (we recommend only trying them on indoors, on carpet)

- In original condition

- In the original Mozaïka box and packaging

If your return arrives damaged or clearly worn, we may not be able to approve your request.

We're so sorry!

Please email us at hello@mozaikasteps.com within 14 days of delivery, along with your order number and photos of the issue. We’ll review the claim and send a replacement pair, refund, or credit — whatever suits you best.

Once your return is approved in the portal, you’ll be given the return address in Melbourne, Australia.

Please ensure your item is packed securely in its original box.

After your return is approved in the portal, you’ll have 10 days to ship it to us.

We recommend keeping your shipping receipt and tracking number handy — just in case.

Items marked final sale or purchased with specific clearance discounts are not eligible for return, refund, or exchange.

Please check sizing or email us before ordering if you’re unsure.

Yes, but please note that any additional exchanges (after the first one) must be returned at your own cost both ways.

We’re a tiny team and each pair is made with heart — we really appreciate your understanding of our return policy.

If you ever have a question, you can reach us directly at hello@mozaikasteps.com — no bots, just real people.