FAQ

Order FAQ:

  1. The style I would like to order does not come in the color I want, do you fulfill custom orders?
    At the moment we are unable to accommodate custom orders. However, please let us know at info@marnova.co.id if there is a shoe or bag you would like in a color or material that is currently unavailable. We are always open to expanding our options!

  2. The style or size I would like to order is out of stock or sold out, do you fulfill restock / wishlist orders?
    Please email us at info@marnova.co.id if there is item that you would like us to restock. We will get back to you immediately to let you know if it possible or not, depending on the availability of the materials and the production schedule at our workshop.

  3. Why did I notice slight differences in construction from one shoe to the other?
    While the utmost care is taken in crafting our shoes to look uniform, each individual shoe is made by hand, which can lead to slight variations in stitching, seams, etc. This adds to the uniqueness of each pair of shoes, which we embrace wholeheartedly and hope you will too! That being said, any flaws you may notice on the surface on the leather itself are a result of natural blemishes in the hides and not manufacturing defects.

Sizing FAQ:

How do I know what size to order?

The best way to get an accurate fit is to go by measurements. Follow below step by step to measure the length of your foot & use it to match with our insole size guidance to find your right size. We will provide size guidance at each shoes’ description.

Step 1:

Using a pen and A4 size paper, start outlining your foot on the paper. Choose the foot that you feel is bigger than the other one. Be as precise as you can be when drawing the outline. The more precise your drawing, the less error margin of data you will encounter in choosing the right size.





Step 2:

Using a ruler, take the measurement from point A to point B. Always place point A at the highest toe of your foot, which usually is the pointer toe. Then measure the length horizontally, never diagonally. Be as specific as you can when measuring, for example: 22.8cm





Step 3:

Use the data of the length of your foot & match it with the size guidance data that we provided at each shoes’ description to see the right size for you. For example for shoes model A with the provided size guidance, then 22.8cm falls into the bracket of size 38. However, with shoes model B, with provided size guidance then 22.8cm falls into the bracket of size 37.

Example Size Guidance Shoes - Model A:

Size Insole
37 22 - 22.5 cm
38 22.5 - 23 cm
39 23 - 24 cm
40 24 - 24.5 cm
41 24.5 - 25 cm
42 25 - 25.5 cm
43 25.5 - 26 cm

Example Size Guidance Shoes - Model B:

Size Insole
37 22 - 22.5 cm
38 22.5 - 23 cm
39 23 - 24 cm
40 24 - 24.5 cm
41 24.5 - 25 cm
42 25 - 25.5 cm
43 25.5 - 26 cm

Orders/Returns FAQ:

  1. What if I need to change my order?
    Unfortunately, we do not have the ability to change your order after it is placed (for example, we can't change size, shipping address or combine multiple orders).

  2. Can I return something? How do I do that?
    All sales are FINAL. No return, no refund policy.

  3. Can I exchange size for my shoes? How do I do that?
    Exchange size option are available only on regular item NOT for limited edition merchandise &/ collaboration merchandise &/SALE (mark down or discounted) item
    For regular item merchandise, exchange size option are available assuming the exchange size are still in stock. Marnova have a right to refuse exchange size if the item is no longer in stock or has been discontinued.
    Client has a period of 7 days, beginning with the day after purchase to file size exchange. Marnova have a right to refuse exchange size if the file request is longer than 7days.
    All sales on limited edition merchandise &/ collaboration merchandise are FINAL.
    All sales on SALE / discounted / mark down item are FINAL.

  4. How long it takes for size exchange to complete?
    Size exchange process might take 7 - 28 business days upon package arrival to our return department shipping the merchandise back to your address.

  5. Can I exchange the model or color of my purchased item?
    We do not offer exchanges. All sales are FINAL. No return, no refund policy.

Shipping FAQ:

  1. How much do you charge for shipping?
    We are using si-cepat shipping fee metric.

  2. Where do you ship?
    Currently, Marnova only ships to addresses in the Indonesia, South East Asia, and Australia. For shipping outside Indonesia, do email us at info@marnova.co.id to inquire on your shipping cost.

Care FAQ:

  • Are Marnova shoes / bags washable?
    We do not recommend machine washing our leather and suede items. Please refer to our Care Instructions for full details on how best to care for your shoes & bags. Always use professional service to clean & condition your shoes & bags.

  • Are Marnova shoes / bags waterproof?
    Like other 100% leather or vegan shoes / bags, Marnova merchandise are not recommended for rain or snow. They may be worn outdoors, but preferably on dry surfaces. Please refer to our Care Instructions for full details on how best to care for your shoes.