For a list of Frequently Asked Questions, please visit our FAQ page.
Getting you the right fit is important to us. Please see below for the full return and exchange policy.
If you are located in the US, please allow 2-3 weeks for exchanges and returns to be processed after you have sent the item back. It may take longer for international orders. Please obtain a tracking service for the packages shipped back to us for your reference.
*We are happy to offer virtual consultations to ensure you select the right size.*
For US customers, we offer free standard domestic shipping to ship the exchange to you. Return shipping to us in not covered. International customers are responsible for all shipping costs, including shipping the second pair of exchange shoes to you.
Unless specified in the listing, you may return any new, unworn shoes in their original packaging within 30 days of delivery receipt for exchange or refund. This means the shoes must be received back to our facility within 30 days of delivery receipt. Shoes must be in their original condition and packaging with no signs of wear. We advise our customers to try on shoes on carpeted areas to prevent scuffing. If the shoes are returned with signs of wear (e.g., scuff marks, toe marks, scratched soles), we will not be able to process the return / exchange. Customers are responsible for all postage fees to send the shoes back to our facility. We'll pay the return shipping costs if the return is a result of our error (you received an incorrect or defective item). All made-to-order custom items are final sale. Some items are final sale and eligible for exchange only. These items are identified in the product listings. Items offered at 30% or more discount are final.
You should expect to receive your refund within four weeks of giving your package to the return shipper. However, in many cases you will receive a refund more quickly. This time period includes the transit time for us to receive your return from the shipper (5 to 10 business days), the time it takes us to process your return once we receive it (3 to 5 business days), and the time it takes your bank to process our refund request (5 to 10 business days).
If you need to return or exchange an item, simply fill out the return form that is enclosed in your package. Please contact us at firstname.lastname@example.org if you have any questions about the return process. We'll notify you via email of your refund once we've received and processed the returned item.
Returns of 3 or more items are subject to a restocking fee of $12/pair. Purchases made using our store gift card / gift certificates are only eligible for exchange of equal value. By making a purchase, you agree to abide to our store policies.
Depending on your countries, some packages may be subjected to additional customs fees, which the buyers are responsible for. Please be advised we are not responsible for any additional customs charges that your package may be subjected to. We encourage you to check your country's import fees regulations. The shipping charges of your purchase only cover the postage cost; it does not cover any additional customs duty. We do not mark our items as gifts so we kindly ask buyers not to request this from us.