Return & Exchange
What is your return policy?
Our return window is 30 days! Returns and exchanges are accepted if your sneakers are:
- In the original packaging
When trying on your sneaker for the first time (to test fit & comfort), please make sure to only wear them indoors, on a clean floor. If you plan to return them (or think there’s a slight chance you might need to exchange them), we ask that you refrain from wearing them outside. This eliminates the possibility of any dirt, grime, etc getting on the shoe. We cannot accept any sneakers that have been worn down, disheveled, washed or altered in any way.
To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.
If your order arrives damaged, please make sure to send us a photo of the damage by email to firstname.lastname@example.org within the initial 48 hours of receiving your shipment.
If you do not report the damage to us within this initial 48-hour period, we may not be able to honor your claim. Customer satisfaction is extremely important to us. Acceptance of a return is within our sole discretion.
Several types of goods are exempt from being returned. Perishable goods such as food, flowers, newspapers or magazines cannot be returned. We also do not accept products that are intimate or sanitary goods, hazardous materials, or flammable liquids or gases.
How do I return or exchange my order?
1.Please initiate returns by reaching out to us at email@example.com
2.Our support team will follow up with your return request.
3.Print the free shipping label, affix it to the original packaging, and drop off at the carriers listed on the label (USPS,DHL,EMS).
4.Return address is here.
Additional non-returnable items:
To complete your return, we require a receipt or proof of purchase.
Please do not send your purchase back to the manufacturer.
There are certain situations where only partial refunds are granted (if applicable)
Any item not in its original condition, is damaged or missing parts for reasons not due to our error
Any item that is returned more than 30 days after delivery
Refunds (if applicable)
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.
The tracking site says Delivered but I haven’t received my order yet.
Please note that we provide a tracking number to each customer. It is customer’s responsibility to track down their orders. Kindly contact your local post office if the parcel arrived at your destination country. Please contact our Customer Service at firstname.lastname@example.org for further assistance. We are not responsible for any stolen packages.
Late or missing refunds (if applicable)
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at email@example.com.
Sale items (if applicable)
Only regular priced items may be refunded, unfortunately sale items cannot be refunded.
Exchanges (if applicable)
We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at firstname.lastname@example.org
If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.
If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and he will find out about your return.
Can I return or exchange the extra shoelaces I purchased?
At this time, ALL accessories, including shoelaces and insole, are final sale.