RETURNS & REFUNDS POLICY
Our policy lasts 30 days from the date of receipt. Once the period passes, unfortunately, we can’t offer you a refund or exchange. In some cases, we require photographs or videos demonstrating the problem. It is to be sent to us via email.
There are certain situations where only partial refunds are granted (if applicable).
CANCELLATION POLICY
Cancellations are accepted within 24 hours after placing the order. If you have to cancel your order for any reason, please reach out to us immediately at cancellation@shoerox.com if you are able to cancel within the given time frame. We process orders as quickly as possible, so cancellations are time-sensitive.
If you aren’t satisfied with your purchase, you may be eligible for a return or exchange depending on the situation and the type of item you have purchased. We reserve all rights to charge a handling fee on all items returned for non-quality issues.
If we shipped you the wrong item: You have two options: 1) exchanging it for the correct item, or 2) returning it for a full refund. Customers must confirm their eligibility for an exchange or return with our customer support team before sending the items back. In many cases, you have 14 days after reception of your item to contact our customer support and request a return or exchange. Make sure to read the Product-Specific policies below for more details (when applicable) and exceptions.
If an item is missing from your order: Contact our customer service team to inform us about the missing item from your order. Once we confirm that an item was missing, we will offer a full refund of the item value or initiate the replacement process.
If your package is lost during shipping: Contact our Customer Support Team to inform us that you didn't receive your package. Once we confirm with the courier company that your package is lost, we will offer a refund or resend the items.
If we shipped you a defective or damaged item: You are eligible for a full refund or exchange. At the time of requesting a refund, please provide photographs clearly showing the problem with the item and your order number to our Customer Support Team. If you believe your item was damaged during shipping, Customer Support will need photographs showing the damaged packaging to process your exchange or refund. Alternatively, you can open the item in front of the delivery person, and if you find that it’s damaged during shipping, you can reject it. Shoerox.com will ship you a new item at the earliest date possible.
“The 14-Days Money Back Guarantee” is available under the following circumstances:
Item must be returned to us with proof of purchase such as Order ID, Invoice ID, Transaction ID within 14 calendar days from the date of reception.
Return must be authorized by Shoerox.com via email.
Item must be returned in its original & resell condition; packaging must not be broken where applicable.
Return postage and handling is the buyer's responsibility.
Refund does not include original shipping cost. Refund method will be determined by Shoerox.com.
Where “The 14-Days Money Back Guarantee” is not available:
A. Return of Non-Broken Item within Warranty Period
Shoerox.com may reject any returns under the below circumstances at our discretion:
The detailed size chart is included in the description. The size you chose does not fit you well.
The 14-Days Money Back Guarantee period is expired.
Return must be authorized by Shoerox.com via email.
Item must be returned to us with proof of purchase such as Order ID, Invoice ID, Transaction ID.
Item must be returned in its original and resell condition, and packaging must not be broken or damaged where applicable.
Return postage and handling is the buyer's responsibility.
Under any circumstances, we will not refund the original shipping cost.
B. Return of Broken Item within Warranty Period
Return must be authorized by Shoerox.com via email.
Item must be returned to us with proof of purchase such as Order ID, Invoice ID, Transaction ID.
Item must be returned in reasonable condition and original packaging where possible, and must include all accessories unless approved by Shoerox.com otherwise.
Return postage and handling is the buyer's responsibility.
RETURNS OR EXCHANGES (if applicable)
We only replace items if they are defective or damaged. If you need to return or exchange it for the same item, send us an email at returns-refunds@shoerox.com.
Depending on where you live, the time it may take for your exchanged product to reach you may vary.
In case the item delivered is damaged or wrong, we will take care of the return shipping cost.
REFUNDS (if applicable)
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 number of days.
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, as 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 returns-refunds@shoerox.com.