Return & Refund Policy

Last updated: 25 September 2026

Made-to-order products

Colin Martin shoes are made after an order is confirmed. Except where mandatory consumer law provides otherwise, we do not accept returns because of a change of mind, personal preference or an incorrectly selected size.

When a return may be accepted

We accept return requests only in the following circumstances:

• Shipping damage: the product is materially damaged during delivery.
• Manufacturing error: the delivered product differs materially from the confirmed order, such as the wrong leather, a significantly incorrect colour, the wrong size or construction, or a serious production defect.

Small variations in leather grain, natural markings and hand-applied patina are part of the character of handcrafted footwear and are not considered manufacturing defects.

Report the issue within two days

You must contact Colin Martin within two calendar days after the order is marked as delivered. Please provide:

• Your order number and the email address used at checkout.
• A clear description of the issue.
• Clear photographs or video of the shoes, soles, packaging and any visible shipping damage.

Do not send a product back before receiving return instructions from our team.

Condition of returned shoes

Returned shoes must be unworn, unused and in their original condition. The soles must be clean and unmarked, and all original packaging and included items must be returned with the shoes. We may decline a return if the product shows signs of wear, outdoor use, alteration, improper care or damage after delivery.

Return shipping costs

The customer is responsible for return shipping costs and for using a trackable delivery service. Colin Martin is not responsible for returned parcels lost in transit. Where applicable law requires the seller to cover return costs for faulty or non-conforming goods, those mandatory rights will apply.

Inspection and resolution

After the returned product is received, our team will inspect it against the confirmed order and the information supplied in the return request.

• For eligible shipping damage, Colin Martin will determine an appropriate resolution, which may include repair or replacement.
• For a serious manufacturing error confirmed by our team, a refund will be issued. For other eligible manufacturing issues, we may offer repair or replacement where appropriate.

Approved refunds will be sent to the original payment method where possible. Processing time may depend on the payment provider or bank.

Order cancellation

A cancellation request must be submitted within five hours of placing the order. After this period, the order may already have entered production and cannot be cancelled.

How to contact us

Email support@colinmartin.vn, call or message +84 988 101 855, or contact @colinmartinvn. Please include your order number in every request.

Mandatory consumer rights

This policy does not exclude or limit any rights that cannot legally be excluded under the consumer laws applicable to your purchase. Where mandatory local law provides greater protection, that law will take priority.