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Return & Exchange Policy

Thank you for choosing Rob & Mara. All our products are lovingly handcrafted with comfort and durability in mind. If you have any questions or concerns about your order, we’re here to help guide you through the return and exchange process.

To ensure a fair process for both the brand and our customers, our policies follow the Consumer Act of the Philippines (R.A. 7394).

  • Need sizing help before purchasing? Message us via the chat button anytime.
  • We offer size exchanges within seven (7) days upon arrival of your package.
  • Items must be unused, in original condition, and in original packaging.
  • Sale or discounted items are final.
  • Shipping fees for size exchanges are shouldered by the customer and are non-refundable.
  • Items must be shipped back within seven (7) days after arrival.
  • If the item has been slightly used, shows signs of wear, if seven (7) days have already gone by since your purchase, or if the item purchased was on sale, unfortunately we cannot offer you an exchange.
  • Rob & Mara reserves the right to decline exchanges if this policy is not followed.

Consumer Protection & Courtesy Exchange Policy

We understand that sometimes an item may not fit perfectly. While the law does not require returns for change of mind or wrong size, we offer a courtesy exchange policy to help customers get the best possible fit.

Under the Consumer Act of the Philippines (R.A. 7394), businesses must provide repair, replacement, or refund only for items with manufacturing or hidden defects.

A refund or replacement is NOT required in the following cases:

  • Change of Mind: Purchase regret or preference change.
  • Buyer Mishandling: Damage from improper use, wear, storage, or lack of leather care.
  • Good Condition: Product is in proper condition and exactly as advertised.
  • Personal Aesthetic Preference: Item matches photos and description but does not meet personal taste.

If the item matches the listing and has no defect but the size does not fit, we gladly offer a size exchange as a courtesy.

Incorrect or Damaged Item

If you received an incorrect or damaged item, please email support@robandmara.ph within seven (7) days. We will gladly assist you and shoulder all shipping costs.

What Qualifies as a Manufacturing Defect?

Because our shoes are handcrafted using genuine full-grain leather and manual handcrafted techniques, natural variations are expected and are part of the character of the product. However, we fully stand behind our craftsmanship and will assist if a true manufacturing defect is present.

The following may be considered manufacturing defects:

  • Sole separation not caused by wear or misuse
  • Major structural stitching failure that affects usability
  • Broken or detached hardware upon arrival
  • Severely uneven shoe structure that affects fit or function
  • Cracking that appears upon arrival or within a few wears under normal use (note that natural wrinkles and creases from the hide are not considered as cracking)
  • Wrong item, wrong size, or wrong color sent

The following are NOT considered manufacturing defects and do not qualify for mandatory refund or unlimited exchange:

  • Natural leather characteristics: Wrinkles, creases, grain variations, visible pores, minor texture or subtle shade differences, healed scars, or natural surface scratches from the original hide may be present. These are normal features of genuine full-grain leather and occur because it is made from real animal hide, making every pair authentic and unique.
  • Minor color variations due to lighting, screen settings, or leather batches
  • Slight glue marks used to reinforce durability
  • Minor asymmetry or small handmade variations
  • Fit or comfort concerns due to incorrect size choice
  • Slight color transfer from the leather lining onto socks, especially in new shoes or when moisture (sweat/rain) is present
  • Creasing or softening from normal walking or breaking-in
  • Damage caused by water exposure, improper storage, pet damage (such as chewing or biting), or lack of leather care
  • Normal wear and tear from regular use

All defect claims are subject to review and inspection upon submission of complete details and photos.

Wrong Size Exchange

We offer size exchanges within seven (7) days after receiving your order.

  • You may choose another size, color, or style of equal or higher value.
  • If exchanging to a lower priced item, the price difference is forfeited.
  • If exchanging to a higher priced item, the price difference must be paid.
  • Price differences cannot be used to cover shipping fees.
  • One-Time Exchange: Size exchanges are allowed strictly once per transaction.

Change of Mind

We do not allow returns or exchanges due to change of mind, color, or style preference. We strive to provide accurate photos and descriptions to help you make informed purchases.

Sale Items

All sale or discounted items are final and cannot be returned or exchanged.

How to Request an Exchange

  1. Email support@robandmara.ph with subject: Exchange Request: [Order Number].
  2. Include: name, order number, delivery slip photo, reason for exchange, and clear item photos (top, side, bottom view).
  3. For size exchanges, include photos of you wearing the item so we can check and assist with the right size.
  4. Wait for return instructions.
  5. Ship item within seven (7) days and settle shipping fees.
  6. Item will be inspected before replacement is sent.

Shipping Fees

  • Incorrect or defective items: Shipping covered by Rob & Mara.
  • Size or style exchanges: Shipping shouldered by customer, non-transferrable, and non-refundable.
  • If returned item fails inspection, return shipping will be charged to customer.

 

Options for Dissatisfaction

• Return for Store Credit: Store credit equal to item value (excluding shipping).
• Exchange: Exchange based on our 7-day exchange policy.

Need help? Message us via the chat button anytime — we’re happy to assist.

About to make your first purchase? Read our reviews here.