You may return your order (whole or in part) to us for any reason whatsoever, as long as they are:
- in original, unworn condition - please try shoes on a clean carpet
- in their original product packaging
- shipped within a suitable shipping box
- returned within 60 days of receipt (or by Jan 31st if purchased in November or December)
- not a deadstock/last chance/imperfect item
- you have scheduled the return via our returns portal and received a returns authorization that you may return the products
For the immediate future, we are unable to offer direct exchanges as part of the return process. If you require an exchange, please return your item(s) for a store credit or refund; feel free to place a replacement order at your convenience.
Please note that we are unable to mark any orders as exchanged goods or waive customs duties/taxes on replacement orders. If you're ordering a replacement and shipping to outside the EU, you will have to familiarize yourself with your country's process for claiming refunds on returned goods. This varies from country to country and may require filling out forms with your local customs office, or claiming the amount back on your taxes.
Please note that items sold as Last Chance, Deadstock or Imperfect are final sale and cannot be returned or exchanged.
To schedule the return of a product, simply complete the returns request form via our returns portal or click the button below, and follow the instructions.
Your customs form should be marked as "RETURNED GOODS". Return shipping will be via your choice of tracked shipping service, and at your cost. Your returned products will be inspected and your return processed, usually within 3 business days of receipt.
Refunds are issued immediately once your returned products have been inspected and processed - this typically takes about 3 business days.
Orders that contain exchanged products, and orders funded by Returnly Instant Credits may only be refunded as store credits.
PayPal refunds and store credits (issued as gift cards) 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.
An unused gift certificate may be canceled and refunded up to 60 days from the original purchase date. Returned products paid using a gift certificate will be refunded back to the gift certificate balance. Any partial gift certificate balance that is unused is non-refundable, but does not expire and can be used when placing another order.
To request a gift certificate refund, please email us at email@example.com.
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 +1 (775) 800-7750. We will process your return/exchange free of shipping charges. Please note that cosmetic imperfections in items sold as "imperfect" do not qualify as defective.
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 72 hours of receipt, if applicable we will send a replacement product to you, and initiate a 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 the carrier, in most cases, will need to inspect the items. When possible, we wil lsend you a pre-paid returns shipping label. When this is not possible, then you will need to return the damaged package to us via your choice of tracked shipping service, however we will refund your shipping costs on receipt.
Inappropriately Packaged Returns, Missing Items, Worn 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 shows signs of wear, and is not in original condition then your return will be refused
- If the product's soles show removable signs of wear we will charge a €20 sole refurbishment fee per pair
- If the product's soles show permanent signs of wear we will refuse the return
- If the heel tips show signs of wear then we will charge a €20 heel tip replacement fee per pair of shoes
- 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 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)
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. Employees who handle our returns may suffer 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 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 refuse delivery
- Do not collect the package from a local mail facility when necessary in a timely manner
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.
If you wish to return an item more than 60 days after receipt then you must contact us via email at firstname.lastname@example.org before returning products.
If you return an order that is shipped more than 60 days after receipt without prior approval then we will either dispose of the items (without issuing a refund) or return the products to you at your cost.
Returns without prior authorization
All returns must have received prior authorization via our returns portal. In order to effectively process returns, we will need to know that your return is inbound, why you are returning it, and how you'd like us to process the return.
If we receive a return that hasn't previously been scheduled via our returns portal, with the RMA number on the shipping label, then it will usually be returned to you.