Something not quite right? Let's get that sorted.
To start the return or exchange process:
- Start here to print a return shipping label.
- Then get in touch with us to let us know how we can help. In you message, make sure to tell us your order number and how we can help with sizing exchange or a refund.
Any product sent back for an exchange or refund must be brand new, including all original packaging. If a product has any sign of wear or missing packaging, we will not be able to send an exchange or issue a refund.
Our policy lasts 30 days from the date your purchase is shipped. If 30 days have gone by since your purchase, we unfortunately can’t offer you a refund or exchange.
We want to make sure that you’re getting the right size shoe, so will happily exchange your unworn shoes to get you the right size. We will be covering the cost of the first exchange for any product you purchase from us. This means that if you receive an item that doesn't fit or is damaged, we will take care of the cost of sending you a replacement. However, any subsequent exchanges will be the responsibility of the customer. If your product is not a good fit, please don’t take them out for a trial run, just put them back in their original box and send them back to us so that we can get you the right size. We’ll pay the postage both ways to get you the right size. Exchanges will be processed within 5-6 business days from the date of receiving a returned pair.
It's important to note that any pair marked “FINAL SALE” are not eligible for a return, refund, or exchange however if it is a size issue the customer will incur shipping costs both ways to exchange the pair.
Given limited stock, we may be out of supply for your requested size or color, and thank you for your patience if this means we aren’t able to get you your desired exchange product immediately.
If for any reason, you decide one of our products isn’t right for you, we’ll issue a refund if you send it back in new condition in its original packaging. 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 as soon as possible (we won’t be able to accept items with obvious wear).
If you are approved, then your refund will be processed, and a credit will be automatically applied to your credit card or original method of payment, within 30 days.
Late or missing refunds (if applicable)
If you have checked your bank account and haven’t received a refund yet, contact your bank/credit card company, as it may take some time before your refund is officially posted.
If you’ve done all of this and you still have not received your refund yet, please contact us 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 emailed 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.
In Kenya and the US we will ship your exchanges for free. For customers in other countries outside Kenya and the US, you will be responsible for shipping costs related to exchanges or returns.
Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.
Depending on where you live, the time it may take for your exchanged product to reach you, may vary. We will do our best to keep you informed of the status of your exchange.