Last updated: August 26, 2026

Buying shoes you can’t try on first is an act of faith, so this policy is written to be easy to use. It covers returns, refunds, exchanges and warranty claims on anything bought from TheFootWear.

Twenty-one days to decide. You have 21 days from the date your order is delivered to send a pair back for a refund. We ask that the footwear is unworn, that the soles are unmarked, and that everything arrives in the original box with any dust bags, spare laces and paperwork. Try them on carpet — a walk outside will leave marks on the sole that we can’t accept.

What can’t come back. Items bought as final sale or clearance are sold as they are and cannot be returned unless faulty. Gift cards are non-refundable. Anything made or altered to your specification is also excluded. Where an exclusion applies, it is stated plainly on the product page.

Starting a return. Email support@thefootwear.shop with your order number and a line about what went wrong before you send anything. We’ll reply with the return address and a reference to write on the parcel. Returns that arrive without that reference may be refused by our receiving team.

Who pays the postage. If the pair simply didn’t suit you or the size was wrong, the cost of sending it back is yours, and we ask you to use a tracked service — an untracked parcel that never arrives is a loss we can’t make good. If the pair was faulty, damaged in transit, or wasn’t the item you ordered, we cover the return shipping ourselves.

Getting your money back. Returns are inspected on the day they reach us and we email you the outcome the same day. Approved refunds are issued to the original payment method; most banks show the money within five to ten business days. The outbound shipping charge is refunded only where the return was caused by our error.

Exchanges. Rather than hold your money while a parcel travels, we treat exchanges as a return plus a new order. Tell us which size you want and, where stock allows, we’ll hold it for you until your return is on its way.

One-year craftsmanship cover. For twelve months from delivery we stand behind the making of every pair: stitching that fails, soles that separate, or hardware that breaks under normal wear. Send your order number and a few photographs and we will repair, replace or refund the pair. The cover does not extend to ordinary wear and tear — worn heels, creasing across the vamp, scuffs, water marks, or damage from misuse, alteration or heat.

Damaged or wrong on arrival. Tell us within 7 days of delivery, with photos of the item and the outer packaging. We’ll arrange a replacement or a full refund at our cost, return postage included.

A refund that hasn’t landed. If ten business days have passed since our approval email, check with your bank or card issuer first, then contact us and we’ll chase it with our provider until it’s traced.

Contact us. TheFootWear, 123rd Avenue, North Hollywood, California 91606. Email: support@thefootwear.shop. Phone: 818-726-3758.