Frequently asked questions (FAQ)

Where is your shop located?

Due to a company restructuring movement, we have recently ceased our operations of all physical stores in Australia hence you are unable to get a response via phone calls or the old customer service emails. We will still be operating our online store, www.mbtshop.com.au but all order fulfillment and operations will be done out of Singapore. Delivery from Singapore to Australia will still be borne by us.

Can I use my previous store credit?

Sure! If you still have remaining store credits, we would require you to produce the relevant documentation in order for you to claim them online. Just email your documents to ecs.au@masai-intl.com

Why can’t I find my size in the product listing?

If you are unable to find your desired size in the product listing, you may drop a note. We will let you know once there is a restock in the shop so you can make your purchase!

My shoes disintegrate even though I didn’t wear it much

Due to the nature of the materials used, we encourage regularly usage. Storing the shoes for a long time without any usage or exposure might cause the material to disintegrate before the cycle life of your shoes.

How do I measure my feet to measure the correct fit?

To measure your foot, the heel needs to be resting against a wall and with a pen marked the end of the foot with the tip of the finger. To achieve the best fit, do get a size bigger than usual so as to not create pressure for your feet due to insufficient room space. So compared to a conventional shoe the number could be higher.

Is this original?

There are unfortunately a number of companies offering MBTs on unauthorized websites. We therefore strongly recommend you purchase MBTs only through approved MBT stores and dealers who are trained to ensure you can enjoy the unique experience when wearing our MBT footwear.

Please visit our MBT corporate site for a list of authorised MBT websites here.

How do I check if my MBT shoes are authentic?

Simply find the Certilogo label and code in every MBT left shoes, and visit the link provided here to go directly to the authentication portal to confirm your MBT shoes are authentic.

The objective of this service is to create an effective deterrent against counterfeiting, while helping to protect consumers from fakes off and online.

What qualifies as a possible successful return?

The return process must be initiated within 14 days of order receipt, starting from the day of receipt of the ordered products. Items should still be in resalable conditions. Items should not be worn/used and should be in its original packaging. Returns will only be accepted if the original label/hangtag has not been detached or removed.

Returned products are inspected by our Quality Assurance Department. If there are any damages to the product as a result of a manufacturing defect or deviation from factory specifications, we undertake to fully refund the cost of any defective products. If the defect in the product was caused by reasons other than materials quality or assembly process, the original product will be returned to you within 30 days of order receipt.