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What conditions need to be fulfilled to return an item?
- Your items are unworn, undamaged, in re-sellable condition (i.e. no creases or wear on soles) and in their original packaging.
- Your return request can be achieved for the issues on quality, size and color only.
- Your return request is submitted within 60 days of receiving your original order.
Please note:
- Any orders that have already been packed or shipped cannot be canceled.
- No returns can be made on products sold at discount or clearance.
- SHOEKNOWS is not responsible for the return process.
- SHOEKNOWS reserves the right to refuse returns that do not meet these criteria.
- If the return is caused by the consumer, consumer should be responsible for the shipping fee. The specific fee should be based on the express company you choose.
- If due to our reasons, the goods received are damaged or not correct, and the consumer is not required to bear the shipping fee for this reason.
How do I return an item?
We currently only provide online returns.
Follow these steps to return an item:
Step1: Please send your order number to [email protected] email and inform us that you want to refund.
Step2: We will send you a return address and the relevant information.
Step3: Prepare your package and pack your merchandise and all its contents (including box and dust bags) securely.
Step4: Deliver your package. Make sure you get a receipt and code for tracking your parcel online.
We'll pop you an email as soon as your return has been processed.
How long does a refund take to process?
Once your return is received, it will be thoroughly inspected following our Returns Policy. Please allow us 2 working days to process your request.
Once accepted, you will receive an email confirmation of your return and refund.
The time it will take for the refund to post to your bank account, PayPal account or credit card varies.
Do you offer free shipping on returns?
We do not currently offer a pre-paid shipping label. We will refund the return shipping charges according to the following conditions.
| SHOEKNOWS's Responsibility | Customer's Responsibility | |
| Issues | Shipping the wrong item (size, style, color) or defective item | Incorrect order (size, color) or unwanted item |
| Solutions | Place your shipping label on the outside of the box. Once accepted, a refund in full the original product price and its return shipping fees will be provided. | Customers will be responsible for return shipping charges. |
Do you offer exchanges?
Our exchange process is currently under construction. To exchange an item, please follow the return procedures listed above and place a new order online for your replacement item.