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CUSTOMER SERVICE

 

Shipping & Delivery (in the US)

Free Shipping

We offer FREE UPS Ground Shipping on all US orders over $100 in the continental U.S., every day.

Shipping Options

  • UPS Ground: This option is available on all orders. Products shipped via standard service are normally delivered within 3-5 business days after ordering.
  • UPS 2nd Day Air: **For an additional charge, we offer this expedited shipping option. Products shipped via two-day service are normally delivered two business days after ordering.
  • UPS Next Day Air: **For an additional charge, we offer this expedited shipping option. Products shipped via overnight service are normally delivered one business day after ordering. Overnight delivery is not available for orders shipping to Alaska and Hawaii.

Verifying Your Billing & Shipping Address

Your billing name and address must match those on your credit card statement or your credit card transaction may be declined.

For fraud prevention purposes, if your billing and shipping addresses are different, we must verify your shipping address. The reason we do this is to ensure that both you and Mezlan are protected from fraudulent activities. Someone may get your credit card information and your billing address (from your trash can, for example) and ship an order to anywhere in the US. Only you, as the cardholder, can add an alternate address on file with the bank and/or credit card company; this keeps our fraud rates down and gives you the peace of mind that you are purchasing/shopping with a company that has your best interest in mind. Our Customer Service may email, then call you, to verify order information. If contacted, your order will not ship until we verify it with you.

Please contact the bank that issued your credit card and have your shipping address listed as an alternate address in that bank's memo field. Please note this only takes 5 minutes and you will never have to do it again once this is completed. Please also make sure your credit card issuer bank's phone number is correctly listed in your mezlanwarehouse.com account information.

Signature Requirements

It is at the discretion of our shipping carrier, UPS, whether or not to require a signature at your delivery location. For your convenience, we recommend that you sign up for My UPS account that may allow you to waive any signature requirements and/or for UPS Access Point that allows you to select one of many convenient alternative delivery locations in your area (where available).

Undeliverable Packages

Please contact customer service if your package has not arrived in the specified ship time. Occasionally packages are returned to us as undeliverable after failed attempts by UPS. When the carrier returns an undeliverable package, we will make every effort to contact you to make arrangements for delivery. Customer Service will then require an additonal $19 payment from you to resend or redirect your package.

 

Cancellations, Returns and Adjustments (in the US)

Cancellations

Contact customer service immediately if you choose to cancel your order. Please instead call our web customer service department at 800-217-6000 ext.1, Monday through Friday between the hours of 7:30am-5:00pm Pacific time, or if outside of these hours, please email [email protected]

Returns

If you are not completely satisfied with your mezlanwarehouse.com purchase, we will gladly accept your return on any product* ordered with the exception of products ordered from ‘Last Pair’. You have 30 calendar days from the date of purchase to return the item(s).

*LAST PAIR products are closeout items, and for items ordered from the Last Pair section, ALL SALES ARE FINAL. Refunds are not offered and will not be accepted on 'Last Pair' shoes.

To return all or part of your purchase, please contact customer service to receive a Return Authorization number.  Products returned without a Return Authorization number will be refused by the return center. All products must be packed in the original unmarked and unaltered packaging including any materials shipped with the product. Please keep the tracking number you are provided so that you are able to verify that we have received your package.

Upon receiving your return, the item will be reviewed by our Quality Assurance department. Please note that any items altered, resized, or damaged in any way cannot be accepted for return. Returns and packages that are improperly packaged will not be processed for return. Mezlan does not permit the return of worn or used merchandise.

Once we receive and approve your returned merchandise, we will issue a refund (minus any applicable fees and charges) and send you an email confirmation within 5-7 business days of receipt of returned merchandise.

The return shipping cost is your responsibility and will not be credited to your account. The only exception is if the merchandise is being returned due to a manufacturer defect or was shipped in error.

To exchange any items in your order, place a new order online for the item that you would like, and return the item you wish to exchange. Due to rapidly changing inventory, this will assure that you will get the item and size that you want.

PRICE MATCH GUARANTEE

If you find a product for a lower price on another website, we will refund you 100% of the difference between the lower price and MezlanWarehouse.com price. We'll even refund the difference if we lower the price at MezlanWarehouse.com, excluding products shown in our ‘Last Pairs’ section.

Rules:

  • The product must be in stock in the same style, size and color that was purchased from the MezlanWarehouse.com website.
  • Special promotions, coupons, coupon codes, flash sales, rebates, and gift certificates are not eligible for price matching.
  • The website where you found the lower priced product must be an authorized Mezlan reseller, and cannot be an auction site or private event sale.
  • The final publicly advertised price that would have been paid at the other website, including shipping and tax, less any promotion, will be compared to the final price of your order with MezlanWarehouse.com and will be used for calculating the difference.
  • Offer is valid for 10 days after you make your purchase.
  • Offer is valid on orders/items shipped to destinations within the United States.
  • Offer is limited to one refund per month per customer.
  • Adjustment can be made only one time per shoe.

To receive your refund:

  1. Order the item that you want from MezlanWarehouse.com.
  2. Send an email to [email protected] with: (1) your Order Number, (2) a direct URL linking to the product you found on the other website, and (3) a screenshot showing the size, color and style in stock.
  3. After receiving your email, MezlanWarehouse.com will verify the website where you found the lower price, and if approved, will issue the refund of the difference to your original order, and will send you an e-mail confirmation of the refund.

 

International Shipping and Returns (outside the US)

Mezlan has partnered with a trusted third-party company, GlobalShopex.com, to fulfill orders for our international customers. We now ship to over 175 countries. Simply add any items you wish to purchase in your shopping cart and choose the "International Checkout" option. The items will automatically transfer to the GlobalShopex cart. You may pay with International credit cards, PayPal, SafetyPay, Bank wire transfers, Money Gram or other local forms of payment. GlobalShopex will process your payment and guarantee delivery. Once your order is completed, all inquiries should be directed to GlobalShopex at or 786-391-4868.

You may also contact GlobalShopex using any of these local International Customer Service phone numbers: Australia (Sydney) Tel: (612) 9037 0252; United Kingdom Tel: (020) 3371 9380; Japan (Tokyo) Tel: (3) 4520 9639; Spain (Madrid) Tel: (91) 829 5114; South Africa Tel: (27 10) 500-2487; Canada (Toronto) Tel: (416) 840 5719; France (Paris) Tel: (01) 7666 0593; Mexico (DF) Tel: (52) 5553512656; Brazil (Sao Paulo) Tel: (55) 213958 1440; Peru (Lima) Tel: (51) 17087236; Colombia (Bogota) Tel: (1) 508 2859; Chile (Santiago) Tel: (56)2 29382628

 

e-Gift Cards

The perfect gift for any occasion, mezlanwarehouse.com e-Gift Cards have no fees and never expire. An e-Gift Card is emailed to the recipient for immediate use at our mezlanwarehouse.com online store. Currently, mezlanwarehouse.com e-Gift Cards are not redeemable at Mezlan retail stores or other websites.

If purchased alone, e-Gift Cards are usually made available within a few hours of credit approval. If purchased with other merchandise, the e-Gift Card will be emailed to the recipient once all of the other items in the order ship.