COVID-19 protocols are delaying returns processing
All returns are expected to be held for at least 3 days before they are processed, due to the continued lack of availability of appropriate disinfectants. The duration of this quarantine is based on advice from the WHO that the survivability of the SARS-CoV-2 virus that causes COVID-19 is approximately 24 hours on cardboard, and up to 3 days on shipping tape.
We appreciate your patience so that we can ensure everyone's safety!
US Customers (including APO/FPO/DPO)
Returns are now even faster, and easier! You may return your order (whole or in part) to us for any reason whatsoever (in original condition) within 60 days of receipt for your preference of refund, store credit or exchange (subject to availability).
To return a product simply complete the returns request form via our returns portal.
Returns for a refund as store credit, and exchanges are now free! Refunds back to your original payment using our shipping label will have a $6.95 shipping fee deducted from your return.
Your returned products will be inspected and your return processed, usually within 3 business days of receipt.
All items MUST be in their original condition, in their original shoe box, with original packing materials. Returns must be shipped in a suitable shipping box or bag (and NOT just the product packaging). Shoes must appear unworn and have unmarked soles - please try your shoes on a clean carpeted surface!
You may return your order (whole or in part) to us for any reason whatsoever (in original condition) within 60 days of receipt for your preference of refund or store credit.
To return a product simply complete the returns form on the rear of your sales invoice and return the item(s) to us, marking the customs form as "RETURNED GOODS". Return shipping will be at your cost. Your returned products will be inspected and your return processed, usually within 3 business days of receipt.
All items MUST be in their original condition, in their original shoe box, with original packing materials. Returns must be shipped in a suitable shipping box or bag (and NOT just the product packaging). Shoes must appear unworn and have unmarked soles - please try your shoes on a clean carpeted surface! We will email you confirmation of your receipt/refund.
Due to the high cost of international shipping we are not able to provide free exchanges to international customers. We will happily refund your product costs back to original payment method, or issue a store credit to your account, and this can be used to make a replacement order.
When placing the replacement order (during checkout), please leave a comment notifying us that it's a replacement order (along with your original order number). We will mark the customs form as "Exchanged Goods" to notify your friendly customs official that taxes have already been paid, and reduce the possibility of being charged additional customs fees.
Refunds are issued immediately once your returned products have been inspected and processed. PayPal refunds and Store Credits will be available to you instantly, but credit/debit card refunds will post to your account in accordance with your bank's policies - taking from 2-10 business days for US customers, and 7-28 days for International customers.
If you receive an incorrect item, or we ship you a defective product then we'll fix the problem promptly and at no cost to you. Just contact us within 7 days of receiving your order at firstname.lastname@example.org or by calling (775) 800-7750. We will process your return/exchange free of shipping charges.
We try our best to prevent damage to all packages during transit by packing each order carefully. From time to time, though, damage will occur despite our precautions.
If you receive an item that has been damaged in shipping, please contact email@example.com within 7 days of receipt, if applicable we will send a replacement product to you, and initiate a USPS claim for the item on your behalf. We will need photos of the damaged packing materials and items before we can process the exchange, refund or credit.
Also, please hold on to the original packaging and packing material because USPS, in most cases, will need to inspect the items. If you are a domestic USA customer then we will send you a USPS return shipping label to send the damaged product back to us. If you are an international customer then your will need to pay for the return of the damaged package to us, however we will refund your shipping costs on receipt.
We will only accept unused products in original condition for return or exchange. The only instance in which we waive this policy is when a product has a manufacturing defect or is damaged during shipment. We cannot accept returns when any products have clearly been used. In these instances we will usually refuse delivery. If this is not possible then we will either dispose of the items (without issuing a refund) or return the products to you at your cost.
Inappropriately Packaged Returns, Missing Items and Damaged Returns
All packages should be returned in the original shipping box (if serviceable), alternative shipping box, or padded shipping bag. We do not typically accept returns that are shipped in just the product packaging, and will refuse the package with the carrier.
- If the product packaging is damaged (from crushing, glue residue, labels or tape, tears, scuffs etc.) or missing then we charge a $10 reboxing fee for each damaged product package
- If the product's soles show removable signs of wear we will charge a $20 sole refurbishment fee per pair
- If the heel tips show signs of wear then we will charge a $20 heel tip replacement fee per pair of shoes
- If the products are damaged as the result of poor packing then we may either refuse the return, or refund the imperfect price of the product (if we are able to resell the return as an imperfect product).
- If an imperfect product is damaged to the extent that we cannot resell it in good faith then we will refuse the return and ship the product back to you.
Free Items / Combination Pricing
If you purchased an item that came combined with a free or discounted item, then you must also return all of the items in order to receive a full refund. If you wish to keep an item that was offered as part of a discounted combination then that's absolutely no problem, and we will deduct the regular price of the non-returned product from any refund related to your return.
Please consider our employees and other customers before scenting/perfuming items in your return. The employee who handles most of our returns suffers from an acute fragrance sensitivity and you may cause them significant discomfort. Scented items may be held for several days before being processed, or refused and returned at the sender's expense if heavily perfumed.
Refunds for refused or unclaimed international shipments
If your package is returned to us, we can only process any refund after receipt. You may be liable for any costs that are involved, and these will be deducted from your refund.
Carrier Returns may happen if:
- You fail (or refuse) to pay customs fees
- Do not collect the package from a local mail facility when necessary in a timely manner
- You refuse delivery
It may take several weeks for the returned package to arrive with us, before it may be processed. If there are return fees associated with a rejected or undeliverable shipment then these will be deducted from your refund.
We are unable to refund outbound shipping costs but will refund the product costs minus any additional costs that we bear as a result of the failed delivery.
It is not typical for USPS to charge to return a shipment, but the process may take 6-8 weeks for an order that was shipped using First-Class to get back to the USA, and 2-4 weeks for a Priority Mail shipment.
DHL's return fees very closely compare with the outbound shipping costs. Please consider this before refusing a package!
If you wish to return an item more than 60 days after receipt then please contact us via email at firstname.lastname@example.org or by calling (775) 800-7750. If the product is still being sold by us then we can often offer an exchange or store credit by prior arrangement. If you return an order that is shipped more than 60 days after receipt then we will either dispose of the items (without issuing a refund) or return the products to you at your cost.