Shipping and Returns Policy

Everything you need to know about how we deliver your Nylex shoes, what it costs, and how returns, size exchanges, refunds and warranty claims work.

1. Overview

At Nylex Shoes we want getting your new shoes to be as easy as choosing them. We deliver island-wide across Mauritius from our base in Port Louis, you can collect from our showroom, and if the size is not quite right we will help you exchange it. This policy applies to ready-made Products ordered through our enquiry form, by email, phone or messaging, or at our showroom. Custom, bespoke, private label and wholesale orders have some additional terms, explained below and in our Terms and Conditions.

These arrangements are in addition to, and do not reduce, your statutory rights as a consumer under the laws of Mauritius.

2. Where we deliver

• Mauritius mainland: we deliver to homes and workplaces across the whole island, from Grand Baie to Mahébourg and from Port Louis to the Central Plateau.
• Rodrigues: delivery is available on request. We will quote the shipping cost and expected timeframe when you order.
• International: we can ship to other countries on quotation. Tell us your address and the items you want, and we will confirm the shipping method, cost and estimated delivery time before you pay.

3. Delivery timeframes

Once your Order is confirmed and payment has been received (or cash on delivery arranged), we prepare it for dispatch. The table below shows typical delivery times for in-stock items. Working days are Monday to Friday, excluding public holidays.

These timeframes are estimates, not guarantees. If a size or colour you ordered needs to be made or restocked, we will tell you the expected date before confirming your Order.

4. Delivery charges and free delivery

• Free delivery on orders over Rs 1,999 to any address on mainland Mauritius.
• For mainland orders of Rs 1,999 or less, a delivery charge applies. We confirm the exact amount, based on your location, when we confirm your Order.
• Delivery to Rodrigues and international destinations is charged at cost and quoted in advance. International customers are responsible for any import duties, taxes or customs fees charged in the destination country.
• Collection from our Port Louis showroom is always free.

The free delivery threshold is based on the value of Products in a single Order after any discounts. If you return part of an Order that qualified for free delivery, the refund will not be reduced for delivery unless we have told you otherwise at the time of ordering.

5. Order tracking and communication

Because we take Orders personally rather than through an automated checkout, we keep you informed directly. We will confirm your Order by email, phone or message, and let you know when it has been dispatched. For island deliveries our courier will normally call you before arriving. Where a courier provides a tracking number, especially for Rodrigues and international shipments, we will send it to you.

If you want to check on your Order at any time, call us on +230 240 7325, +230 5752 3627 or +230 5496 9415, or email [email protected] with your name and Order details.

6. Failed deliveries

Please make sure the delivery address and phone number you give us are correct and that someone can receive the parcel. If our courier cannot deliver your Order:

1. the courier will try to call you and may leave a message;
2. we will contact you to arrange a second delivery at a convenient time, or offer collection from our showroom;
3. if a second attempt also fails because no one is available, or the address was incorrect, we may charge a redelivery fee, which we will tell you in advance;
4. if we cannot reach you within 14 days of the first attempt, we may cancel the Order and refund the amount paid, less any delivery costs incurred.

7. Showroom pickup

You are welcome to collect your Order from our showroom at 16 J Charle Oliver, Port Louis, Mauritius 11601. We will let you know when your Order is ready. Opening hours are Monday to Friday 9:00–17:30 and Saturday 9:00–13:00; we are closed on Sundays and public holidays.

Collecting in person also lets you try your shoes on before you leave, and our team can help with fit through our professional fitting and size consultation. Please bring your Order confirmation. If someone else is collecting for you, let us know their name in advance. We will hold collection Orders for 30 days, after which we will contact you about next steps.

8. Returns: 14-day window

If you change your mind about a ready-made Product, you can return it within 14 days of delivery or collection, provided that:

• the shoes are unworn, apart from trying them on indoors on a clean, carpeted surface;
• they are in the same condition as when you received them, with no marks, creases, scuffs or dirt on the soles;
• they are returned in their original box with any tags, dust bags and packaging;
• you have your Order confirmation, receipt or other proof of purchase.

We will inspect returned items when we receive them. If they do not meet these conditions, we may refuse the return or offer a partial refund reflecting any reduction in value, and we will explain why. Unless the item is faulty or we sent the wrong item, you are responsible for the cost of returning it to us, or you can drop it off at our showroom free of charge.

9. Exchanges for size

Getting the right fit matters. If your shoes do not fit, you can exchange them for a different size of the same style within 14 days, under the same conditions as a return.

• Your first size exchange on an Order is free. On mainland Mauritius, we will arrange collection of the original pair and delivery of the new size at no extra cost, or you can swap them at our showroom.
• Further exchanges on the same Order may be subject to the standard delivery charge.
• Exchanges depend on stock. If your new size is not available, we will offer a different style, a made-to-order option or a refund.
• If you would like a different style or colour instead, we will treat it as a return and a new Order, and adjust any price difference.

10. Items that cannot be returned

For hygiene and practical reasons, the following cannot be returned or exchanged for change of mind (this does not affect your rights if the item is faulty):

• Custom and bespoke items: shoes made to your measurements, design or specifications, including personalised or branded footwear and private label or OEM orders. See our custom and bespoke footwear page and our Terms and Conditions.
• Worn items: shoes that have been worn outdoors or show signs of use.
• Hygiene items: insoles, socks, foot care products and similar items once their packaging has been opened.
• Repair and restoration work: services already carried out through our shoe repair and restoration service, unless the work was not done with reasonable care and skill.
• Clearance and final sale items: where clearly marked as non-returnable at the time of purchase.
• Wholesale stock: unless agreed in writing, as set out in our Terms and Conditions.

11. Faulty items and our 6-month warranty

We make our shoes to last, and we stand behind them. All Nylex footwear is covered against manufacturing defects for 6 months from the date of delivery or collection. Examples of manufacturing defects include soles detaching under normal use, stitching failing, heels breaking without impact, or faults in the materials.

If a defect appears within 6 months, we will inspect the item and, depending on the problem, repair it, replace it with the same or a similar item, or give you a refund. If the item is faulty when you receive it, or we sent the wrong item, please tell us as soon as possible and we will cover the cost of collection or return.

The warranty does not cover:

• normal wear and tear, such as worn soles or heel tips, creasing of leather and fading from use;
• damage caused by accidents, misuse, wearing shoes for an unsuitable activity, or incorrect sizing chosen by the customer;
• damage caused by water, heat, sand or chemicals, or by improper cleaning or drying;
• alterations or repairs carried out by someone other than Nylex;
• natural variations in leather and other natural materials.

Our leather shoe care guide will help you keep your shoes in good condition. Outside the warranty period, our repair service can often bring shoes back to life at a reasonable cost.

12. Refund methods and timing

Once we have received and inspected your returned item, we will let you know whether your refund is approved. Approved refunds are made as follows:

We will refund the price of the returned Products. Original delivery charges are refunded if the whole Order is returned because it was faulty or not as described. If you prefer, we can issue store credit instead of a refund.

13. How to start a return or exchange

1. Contact us within 14 days of receiving your Order (or within the 6-month warranty period for a defect). Email [email protected], call us, or use our contact form.
2. Tell us the details: your name, Order details or receipt, the item you are returning, and whether you want a refund, a different size or a repair. For faulty items, please include clear photos of the problem.
3. Wait for our confirmation: we will confirm your return and tell you how to send it back, arrange a collection, or invite you to the showroom.
4. Pack the item carefully in its original box, with any tags and accessories, and include a note with your name and phone number.
5. Return the item by dropping it at our showroom or handing it to the courier. Keep proof of postage if you send it yourself.
6. Receive your refund, exchange or repair: once we have inspected the item, we will process your refund or send your replacement, and keep you updated throughout.

14. Cyclone and weather delays

Mauritius occasionally experiences tropical cyclones and torrential rain, particularly during the summer cyclone season from roughly November to April. For the safety of our team, couriers and customers:

• deliveries are suspended while a Class 2 or higher cyclone warning, or a torrential rain warning, is in force;
• our showroom may close, following official guidance;
• deliveries resume as soon as it is safe, and Orders are delivered in sequence, so there may be a short backlog;
• flights and shipping to Rodrigues and overseas may also be disrupted.

We will contact you if your Order is affected. Return windows are extended by the number of days that our showroom or delivery service was closed because of severe weather, so you will not lose out.

15. Contact us

For any question about delivery, returns or exchanges, please get in touch:

Nylex Shoes
16 J Charle Oliver, Port Louis, Mauritius 11601
Email: [email protected]
Phone: +230 240 7325 / +230 5752 3627 / +230 5496 9415
Opening hours: Mon–Fri 9:00–17:30, Sat 9:00–13:00, Sun closed

See also our FAQ, Terms and Conditions and Privacy Policy.