Frequently Asked Questions

Sizing, shipping, exchanges and everything else, answered.

Popular Questions

How do I find my size?
Can I exchange or return?
Is shipping free?
How long is delivery?
Where is the Madre store?
How do I track my order?
About
Size & Fit
Stock
Payment
Shipping
Returns
ABOUT MADRE
What is Madre?
Madre is a Malaysian footwear brand founded in 2013 and based in Cyberjaya. We design shoes for women who are on their feet all day, so comfort is decided before style.

Some of our best loved designs:
  • Wedges: Ruby, Dhea
  • Heels: Lily
  • Flats: Suri, Ayra

Browse the full collection
Where can I find Madre?
Our store:
D-G-11, Plaza CrystalVille, Jalan Vita 1, Lingkaran Cyber Point Timur, 63000 Cyberjaya, Selangor. Five minutes walk from Dpulze Cyberjaya.

Opening hours:
Tuesday to Sunday, 9.00 AM to 6.00 PM. Closed on Monday.

Search Madre Cyberjaya on Google Maps or Waze.
Open the store locator

Online:
  • Website: www.madre.my
  • TikTok and Instagram: @madre.my
  • Facebook: Madre Malaysia
Does Madre have agents, dropshippers or resellers?
Not at the moment. Madre has no registered agents and no personal shoppers. Every genuine pair is sold through madre.my, our official social media accounts and our Cyberjaya store.

Items bought from a third party cannot be exchanged, refunded or verified by us.

Interested in a partnership?We are open to partners who want to invest in opening a new Madre branch. Email cs@madre.my or WhatsApp +6018 668 6761
SIZE & FIT
How do I find my correct size?
Measure your foot length and width in centimetres, then compare it against the size chart on the product page. Every design lists its own chart because Madre shoes come in three cuttings: Small, Standard and Large.

Our step by step measuring guide shows you exactly how:
Open the measurement tutorial

Want us to check for you?Send your foot measurements to our team on WhatsApp +6018 668 6761
I have wide feet. Which Madre shoes will fit me?
Plenty of them. Wide feet are one of the main reasons we make more than one cutting.

Start with our Large cutting, which gives the most room across the forefoot. Our Standard cutting comfortably fits most feet up to about 10cm across. If your forefoot measures wider than that, tell us and we will point you to the designs that run roomiest.

Size charts by cutting:
Standard cutting  ·  Small cutting  ·  Kids

Not sure which one?Send us your measurements on WhatsApp and we will recommend a pair: +6018 668 6761
What if the size does not fit when it arrives?
Message our team straight away and we will sort it out with you. You have 7 days from the day the parcel reaches you, and the shoes must be unworn and still in their original packaging with the receipt.

Because we publish a full measuring guide and a size chart on every product page, a size change is treated as a change of preference, so the return and redelivery fee applies. Measuring before you order is the surest way to avoid it.

Talk to us firstWhatsApp +6018 353 0336 or email cs@madre.my

Measure your feet properly next time
STOCK & PRODUCTS
How do I know if an item is in stock?
If a size can be added to the cart on madre.my, it is in stock. Sizes that are greyed out are sold out at that moment.
Can I reserve an item?
We do not hold stock. Everything is first come, first served, so we recommend checking out as soon as you have decided.

Need help deciding quickly?WhatsApp our team: +6018 668 6761
My size is sold out. Will it be restocked?
Sometimes, but we cannot promise it for every design. The fastest way to know is to use the notify me option on the product page, where available, so you are alerted the moment that size returns.

New arrivals and restocks are announced first on Instagram and TikTok at @madre.my.
What does Defect mean on some products?
Our shoes are handmade, so a small number do not pass our own quality check. Even when the flaw is very minor we still take the pair out of the main collection rather than send it to you as perfect.

Typical flaws are a little excess glue, a light scratch or stain, slight discolouration, minor peeling, uneven finishing or a slightly crooked line. They are minor, barely visible and do not affect comfort.

These pairs go into our Defect collection and are sold a little cheaper.

Important: Defect items cannot be exchanged or refunded, so please measure carefully before ordering.
Read the defect item policy
What is a Pre Order?
A pre order lets you secure a pair that has not arrived in our warehouse yet. You pay at checkout and we ship it to you once the stock lands.

The expected arrival is stated on each pre order product page, so you know what you are waiting for before you pay. Paying now is what holds your size, since pre order stock is limited too.

If your order has a pre order item together with ready stock items, message us and we will confirm how it will be shipped.
See what is open for pre order
PAYMENT & ORDERS
Do I need to create an account?
No, you can check out as a guest. Creating an account is still worth it: your address is saved for next time, you can view past orders, and any store credit sits in your account ready to use.
What payment methods do you accept?
Online at madre.my:
  • Credit and debit cards, secured through Stripe
  • Apple Pay and Google Pay
  • E-wallets
  • Online banking transfer
  • Atome, to split your payment
At our Cyberjaya store:
  • Cash
  • Card
  • Atome
We do not offer cash on delivery.
How do I use a voucher or discount code?
Enter the code in the discount field at checkout. Vouchers work both online and at our store.

Good to know:
  • A voucher is valid for one month from the date it is issued
  • Only one voucher per purchase. Vouchers cannot be combined with each other
  • Vouchers cannot be used together with another Madre promotion
  • No change is given if your purchase is less than the voucher value
  • Vouchers have no cash value and cannot be replaced if lost
Read the full voucher terms
My discount code is not working. Why?
It is usually one of these:
  • The code has passed its one month validity
  • Another promotion is already applied to the cart
  • You are trying to stack two vouchers in one order
  • The items in your cart are already on sale
Still stuck?Send us the code and your cart on WhatsApp: +6018 668 6761
Can I change or cancel my order after paying?
We can usually change the delivery address, the size or the colour, as long as you reach us before the airway bill is printed. Once the label is printed the parcel is already in the courier queue and it becomes very difficult to stop.

Please tell us as early as you can. Orders are packed first thing the next working day, so a request sent before 9.00 AM the next working day has the best chance.

Changes that do not involve refunding money are the easiest for us to make.

Need a change now?WhatsApp +6018 668 6761 or email cs@madre.my
SHIPPING & DELIVERY
How long will my order take to arrive?
Within Malaysia, delivery takes 3 to 5 working days once your order has been packed. We ship with Pos Laju, Ninja Van, J&T Express and SPX Express, depending on your address.
Is shipping free?
Yes. Free shipping applies to every order of RM150 and above within Malaysia.

Below RM150, the postage charge is calculated and shown at checkout before you pay. International shipping is always calculated at checkout.
See full shipping information
Do you offer cash on delivery or self pickup?
We do not offer cash on delivery.

You are welcome to collect your order yourself at our Cyberjaya store during opening hours, or arrange your own rider through Lalamove or Grab. Just let our team know before you send the rider so your parcel is packed and waiting.
How do I track my order?
When your parcel leaves us you will receive a shipping confirmation email with your tracking number. Enter it on our order tracking page and we will send you straight to the right courier.
Track your order

If three working days have passed with no tracking email, please check your spam folder first, then message us.
Do you ship internationally?
Yes, to Singapore, Brunei and the United States. Delivery takes 5 to 9 working days and the shipping cost is calculated at checkout.

Customs and import duties: These are charged by your own country once the parcel arrives and must be paid by the recipient. We have no control over these charges and cannot estimate them.
RETURN, EXCHANGE, REFUND
I received the wrong item or I want to change the size. What do I do?
Tell us within 7 days from the day the parcel reaches you. You can reach us either way:

By email
Send an email to cs@madre.my with the subject REQUEST FOR EXCHANGE and your order number, for example MDR72123. Include:
  • Your name as per the receipt
  • Your email address and order number
  • The reason, for example wrong size or wrong item
  • Clear photos of what you received
By WhatsApp
Message our customer service with the same details: +6018 353 0336

We reply with your request status within 1 to 3 business days, then guide you through returning the pair to our Cyberjaya address.

Your pair must be:
  • Unworn, unwashed, untorn and unscratched
  • In its original box and packaging
  • Returned together with the original receipt
Exchanges are subject to stock. If the replacement costs more, the difference is payable.
Read the full returns and exchanges policy
Who pays the return shipping?
If the mistake is ours, we cover it. Wrong item, wrong size sent or a fault on our side, and we waive the fee completely.

If you are changing your mind, the cost is shared. You pay to send the pair back to us, and we charge a delivery fee to send the replacement out:
  • RM5 within Peninsular Malaysia
  • RM10 for East Malaysia
This fee is paid by internet banking and our team will share the details with you.
Which items cannot be exchanged or refunded?
  • Anything bought during a sale or at a discounted or promotional price
  • Defect items, which are already sold at a reduced price
  • Anything bought from a third party, since we have no agents or personal shoppers
  • Shoes that have been worn, washed, torn or scratched, or returned without the receipt and original packaging
Exchange for cash value is not allowed. Madre Sdn. Bhd. reserves the right to the final decision.
How long does a refund take?
Once your returned pair reaches us it goes through a quality check. After it passes, your refund is processed within 5 working days.

The time it takes to appear in your account after that depends on your bank.

Not received after 10 working days?Contact us on WhatsApp +6018 353 0336 or email cs@madre.my
What is Store Credit?
Store credit is a balance kept in your Madre account. Log in, shop as usual, and it is applied at checkout.

You receive store credit when:
  • You exchange for a lower priced item
  • You agree to have a refund moved into your account
  • Something went wrong and both sides agreed on store credit
Trouble redeeming it?WhatsApp +6018 353 0336

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