MLO Service Center
- Orders &Payments
- Shipping& Delivery
- Returns &Exchanges
- Discounts& Rewards
- Product& Stock
- Account& Privacy
- Partnerships &Collaborations
How can I place an order?
How do I check my order status?
Order status can be checked through your account profile. We also send notification emails to the email address entered while placing your order to keep you informed every step of the way.
1. The order didn't go through
How can I edit the items in my order?
If you wish to edit the items in your order, please contact our Customer Experience team with your order number and the changes you wish to make and we will do our best to accommodate your request before your order has been shipped.
If your order has already shipped, we can no longer make changes to your order. Please see our Returns & Exchange section above for details on how to exchange the item for another one.
How can I edit the shipping address for my order?
If your order has already shipped, please reach out to the courier company with your tracking information to request that the package is redirected to a different shipping address. This request must be made by you through the courier.
If your order has not been shipped yet, please reach out to our Customer Experience team with your order number and updated shipping address and we will do our best to accommodate your request before the order is shipped.
How can I cancel my order?
If you wish to cancel your order for any reason, please contact our Customer Experience team as soon as possible with your order number and reason for cancellation. If your order has already been shipped, please see our Returns & Exchanges section for details on how to return the order once it arrives.
What payment methods do you accept?
We accept all major credit cards, Sezzle so you can wear now and pay later, and most cryptocurrencies through Coinbase.
Why am I charged for sales tax?
Sales tax is required depending on the state of your shipping address.
Do you offer cash on delivery?
Unfortunately, we do not offer Cash on Delivery service. Please see payment methods above for other payment options.
Why did my payment fail?
Common reasons for payment failure include:
1. Card information was entered incorrectly
2. Auto-filled card information was entered with an incorrect security code
3. Card is expired
4. Insufficient funds
5. Billing address does not match the card
6. Payment details were flagged as fraudulent by our automated system
Why is my bank showing that I was charged twice?
Some financial institutions will prepare a payment and list it as pending in your account when you go to make a purchase. If your payment fails for one of the reasons listed above and you attempt to retry the payment, you may sometimes see two charges in your account as pending. Don't worry! All declined payments will be released back into your account once your bank's system realizes that the payment didn't go through.
Can I pay over time?
Yes! MLO is partnered with Sezzle to offer you a pay over time option. 4 payments over 6 months with no interest, ever, so you can wear now and pay later.
How do I checkout with Sezzle?
To checkout using Sezzle, simply select Sezzle as your payment option on the checkout page. It will take you to their secure payment system where you can complete your purchase.
How do I checkout with cryptocurrency?
To checkout using crytocurrency, simply select Coinbase on the checkout page. It will take you to their secure payment system where you can complete your purchase.
How long will it take for my order to ship?
Once an order is placed we immediately schedule it for shipment. Most domestic orders placed before 6:00 PM ET will be shipped the same day, not including weekends or holidays. Orders placed after 6:00 PM ET will be shipped the following business day.
How long will my order take to arrive after it has been shipped?
Most of our domestic orders will arrive within 7-10 days. International orders can add an additional 5-10 days.
How is my order being packaged and shipped?
All of our shoes are shipped in eco-friendly, reusable drawstring bags that are good for the environment and your wallet. Standard shipping costs $2.99 but is free for orders over $100.
Most of our domestic orders will be shipped from our warehouse in California via UPS. International orders are shipped via DHL or your local courier service.
How can I track my order?
Why is there no tracking update?
Some orders are shipped internationally so you may not see updates via local couriers until the package is cleared by local customs and granted into your country.
If your order is still under the estimated delivery time frame, we kindly ask that you wait patiently. Once this process has been completed, you will begin to see tracking updates.
Why was my order divided into two or more packages?
Why didn't I get an email about my order being shipped?
There are a couple of reasons why you may not have received a shipping confirmation email:
1. Your order has not been shipped yet
2. You may have entered your email address incorrectly when placing your order
3. The shipping confirmation email may have gone to your spam or junk folder
If it's been over 4 business days and you are sure that you entered the correct email address when placing your order and that the email is not in your spam or junk folder, please visit your account profile to check the status of your order.
Why does the courier service say they haven't received the package yet?
Some orders are shipped internationally depending on the availability of the item you ordered at our local warehouse. Because of this, you may not begin to see updates via US carriers until the package is cleared by customs and granted into the country. Once this process has been completed you will begin to see updates on your tracking information.
Why hasn't my packaged arrived yet?
If you are passed your estimated delivery time, we kindly ask that you remain patient and rest assured that your order is still on its way. We only partner with the best carrier services in the world and they are doing their best to deliver your package as soon as they can.
Why was my package returned to sender?
Typically this is due to an incomplete/incorrect shipping address or the courier does not have access to the delivery location. If your tracking info shows 'Returned to Sender', please contact our Customer Experience team with your shipping address to reschedule your shipment.
Why does my package show delivered, but I haven't received it?
Please first verify that the shipping address entered for your order is correct. Then check your mailbox if you don't see your package at your front door. If you live in an apartment complex, ask the front office if they have received a package for you. Lastly, ask your neighbors if they picked it up for you.
For more details, contact the courier company directly and provide them with your tracking number. If you have tried all of the other options without any luck, please contact our Customer Experience team for additional help.
Where is my order being shipped from?
Most domestic orders are shipped from our local warehouse in California. For international orders and select items that are not carried at our local warehouse, they will be shipped from one of our international warehouses.
What is your shipping policy?
We provide free standard shipping for orders over $100. Orders placed before 6:00 PM ET (Monday-Friday) will be scheduled for shipment the same day. Orders placed after 6:00 PM ET will be scheduled for shipment the following business day. Not including holidays.
Standard Shipping: $2.99 (7-10 days)
For more detailed shipping information please see our Shipping Policy
Are there customs fees for international orders?
Orders shipped internationally may be subject to import taxes, customs duties, and fees levied by the destination country. You may contact your local customs office for more information.
How can I make a return?
For returning items, we provide one free Return Label which you can use for returning your order. Please follow these steps:
1. Email our Customer Experience team with your order number, item(s), reason(s) for your return
2. Print the return label and secure it to the outside of your return package
3. Call the post office to arrange pickup or drop it off at your nearest post office
Once we receive your return, we will email you and process your refund accordingly.
Can I exchange the item I received for a different size?
We apologize for the inconvenience cause by your order not fitting correctly. We accept exchange requests for most items within14 days from the date the order was delivered. Items must be unused and in the condition you received them.
To apply for an exchange please follow the instructions below:
1. Email our Customer Experience team with your order number, item(s) from your order that you wish to exchange, item(s) and size you wish to exchange your item(s) for.
2. Print the return label and secure it to the outside of your return package.
3. Call the post office to arrange pick up or drop it off at your nearest post office.
How long does it take for refunds to be processed?
Refunds are typically processed within 7 business days upon receipt of your package in order to check the status of the returned items. Once the return has been processed, funds will become available within 3-5 business days. Exact time may vary depending on your bank.
What is your return policy?
What is the status of my return or exchange?
Can I get fully refunded for the return?
We will offer a full refund for all eligible items, excluding shipping fees, shipping guarantees and non-refundable items: Limited edition products.
Do you have free returns?
Yes, we offer free returns for US customers! We'll cover the cost of your first return shipping. For later returns or additional returns for the same order, you will be subject to cover any return shipping fees by the courier.
See "How can I make a return?" FAQ above for details on how to make a return.
What if I received a damaged, defective, or incorrect item?
We're so sorry for the inconvenience! Should you receive a damaged, defective, or incorrect item, please follow the steps below within 14 days of receiving your order:
1. Email our Customer Experience team with the item(s) you would like to return and the reason why
Please note: You may be required to submit photos of items clearly showing any damages, defects, etc.
2. We will process your application and provide you with a refund or exchange of the item(s)
Where can I find my rewards points?
All rewards information can be found by tapping on the button in the bottom right corner of your screen.
How do I earn rewards points (MLO Steps)?
Rewards points (MLO Steps) can be earned by performing a number of different actions. This includes making a purchase, following us on our social media platforms, leaving reviews for products that you've purchased, and more! Full details can be found by tapping on the button in the bottom right corner of your screen.
Do you have any current discounts?
For the most up-to-date information on discounts, promotions, or sales, please sign up for our newsletter at the bottom of the page. You can also view the announcement bar located at the top of the screen for the latest news. By downloading our mobile app, you'll be eligible for exclusive deals and early access to drops and discounts.
Do you offer discounts for my first order?
Yes! By subscribing to our newsletter you will also get a 10% discount on your first order.
Do I get rewarded for referring a friend to MLO?
Of course! This is possible through our rewards program located in the bottom right corner of the screen. You will receive a unique referral code to share with your friends and family that will give you and them both a discount on your purchase.
I placed an order but forgot to use a coupon. Can I add it now?
If your order is eligible for a specific discount code, our Customer Experience team will gladly help you out. Please keep in mind that most of our discount codes are time sensitive and product specific. We won't be able to accommodate discount codes for orders that are made outside of the code's guidelines.
There's a few reasons why a code may not be working:
1. The code was entered incorrectly
2. The code has already expired
3. The code doesn't apply for the products in your bag
Only one discount code can be used per purchase. Our prices are already as low as they can possibly get with the use of one code. We appreciate you understanding!
Do your products run true to size?
Our products run true to size based on most US standards. Please see our size guide for exact details. Don't worry! If your order doesn't fit for whatever reason, we offer free exchanges to send you out another pair.
How can I add an item to my wishlist?
Right now, you can only add an item to your wishlist through our mobile app. After you download the app and sign into your account, simply tap the heart on the item you like and it will be added to your wishlist.
How do I leave a review?
You can leave a review on a product after you receive the order. You'll receive an email inviting you to leave a review and be rewarded with MLO Steps once you have completed your review.
Will you restock sold out items?
Products ending with a "1" will most likely never be restocked as the 1 signals that they are limited edition. Products ending with a "0" will be restocked. Generally, we restock our products on a monthly basis.
How can I get notified when an item is back in stock?
The best way to be notified when an item is back in stock is through our mobile app. Select the style and size you wish to be notified about and tap on the button labeled "Notify me when back in stock" to receive a push notification directly to your phone as soon as the product becomes available for purchase.
How are your products made?
Our products are hand made and designed which makes each shoe unique in its own way. This is why some of our products may have a slightly different design pattern.
Where are your products made?
Why are your products so affordable compared to other luxury brands?
We cut costs that many traditional brands don't. However, every cost we cut is so that we can provide you, our customer, the best possible experience at the most affordable price.
As a team, we've had to adapt to current times. This includes learning how to operate remotely during quarantine which means no overhead costs for office buildings! It's inspired us to be innovative with our systems and processes in order to operate more efficiently.
All of our shoes are designed in-house by either our CEO, dedicated shoe designers, or other members of our team. Even those who aren't in our creative department! We give everyone in our company the opportunity to design shoes!
Apart from design, our shoes are shipped in eco-friendly, reusable draw-string gym bags that are not only good for the environment, but good for your wallet as well! Shoe boxes are expensive and cost a lot for shipping. This means you're paying 20-30% less just by us cutting out the box!
The bottom line is that we cut out the costs that aren't necessary. What's left are high-quality, high-fashion designs that are eco-friendly, accessible for everyone, and make a difference in this world.
Are the shoes waterproof?
Most of our shoes are water resistant. However, they are not water proof so we don't recommend wearing them to swim in the ocean with.
How do I clean my shoes?
We are currently developing a cleaning kit specifically made for our shoes. For now, we recommend using a wet rag with soap and water to remove any dirt stains.
How do I update my profile?
Updated your details in your MLO account is fast and easy. Simply log into your account in order to:
1. Change your password
2. Edit/Add shipping address
3. Set up your account
4. Edit your preferences
How do I delete my card info?
How do I add a new shipping address to my account?
You can edit your shipping address through your account page by logging in and navigating to your account profile. Please note that this will not adjust the shipping address for any outstanding orders.
How do I update my email address?
You can update your email address through your account profile page by logging in and navigating to your account and updating your email address.
Why can't I log into my account?
There are a few reasons why you may not be able to log into your account:
1. You don't have an account. (Placing an order does not automatically create an account for you)
2. The account details are entered incorrectly
If you forgot your password, please tap on "forgot password" in order to have an email sent to reset your account password.
How do I become a VIP?
MLO VIP's are selected based on a number of different factors:
1. Amount spent with MLO
2. Engagement with MLO on social media including, liking, commenting, and sharing MLO content
3. Number of MLO Steps and referrals