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What is your returns policy?

Due to the nature of your order being personalised and customised, no refunds can be made once an order is placed.

We never charge handling or processing fees on returns. But please note that:

  • Only unworn shoes returned within 30 days of receipt can be returned for remake. Please send your shoes back with all the packaging and inserts. Returns that do not meet our policy will not be accepted and will be sent back to you.
  • If your original order was made in “normal” width, changing your shoe width to “Narrow” or “Wide” will be charged accordingly. Please check our Pricing Page for width pricing.
  • If the same material and color is unavailable to remake your shoes, you shall be notified and substitute materials shall be recommended to you.
  • Your local customs authority may charge you duties and taxes when your new pair arrives. We will be delivering your remade shoes on a DDU (Delivered Duty Unpaid) basis, which means that you will be charged duties and taxes upon delivery. Payment of these is necessary to release your order from customs.
  • Shoes can be remade free-of-charge once only, so please provide us with accurate information about your fit concerns.
What should i do if my shoes are a little tight?

You can take your shoes to a local cobbler who will be able to stretch your shoes by up to half a size to make them much more comfortable. Email us a copy of the receipt and we will add credits to your account to cover this cost.

How can i return shoes for remake?

You have 30 days from the date you received your order to return your shoes for remake. Please make sure your items are returned new, unused and with all packaging and inserts. When trying on shoes, please be mindful not to scratch the soles or mark the shoe box.

Simply sign into your account and under “MY ORDERS”, select the shoes that need to be remade. Click on the "CONTACT US ABOUT THIS ORDER" button and choose “REMAKE MY SHOE”. Within 48 hours, you will receive an email including instructions and details about the next steps to take.

We never charge handling or processing fees on returns. But please note that:

  • Only unworn shoes returned within 30 days of receipt can be returned for remake. Please send your shoes back with all the packaging and inserts. Returns that do not meet our policy will not be accepted and will be sent back to you.
  • If your original order was made in “normal” width, changing your shoe width to “Narrow” or “Wide” will be charged accordingly. Please check our Pricing Page for width pricing.
  • If the same material and color is unavailable to remake your shoes, you shall be notified and substitute materials shall be recommended to you.
  • Your local customs authority may charge you duties and taxes when your new pair arrives. We will be delivering your remade shoes on a DDU (Delivered Duty Unpaid) basis, which means that you will be charged duties and taxes upon delivery. Payment of these is necessary to release your order from customs.
  • Shoes can be remade free-of-charge once only, so please provide us with accurate information about your fit concerns.
What does the 100% perfect size guarantee cover?

Our 100% size guarantee includes a generous remake policy in case you have ordered the wrong size. We will remake your shoes in the correct size and in the same design, width, color and material of the original purchase.

Simply sign into your account and under “MY ORDERS”, select the shoes that need to be remade. Click on the "CONTACT US ABOUT THIS ORDER". Alternatively, please email us at orders@shoenvious.com stating your order number, specific information on how the shoe fits and photos of the foot in the shoe if it is too big - from the top and side. Please also send additional photos so we can understand the scale of your foot to the shoe.

Within 48 hours, we will get back to you and provide you details with finalizing the remake process.

We never charge handling or processing fees on returns. But please note that:

  • Only unworn shoes returned within 30 days of receipt can be returned for remake. Please send your shoes back with all the packaging and inserts. Returns that do not meet our policy will not be accepted and will be sent back to you.
  • If your original order was made in “normal” width, changing your shoe width to “Narrow” or “Wide” will be charged accordingly. Please check our Pricing Page for width pricing.
  • If the same material and color is unavailable to remake your shoes, you shall be notified and substitute materials shall be recommended to you.
  • Your local customs authority may charge you duties and taxes when your new pair arrives. We will be delivering your remade shoes on a DDU (Delivered Duty Unpaid) basis, which means that you will be charged duties and taxes upon delivery. Payment of these is necessary to release your order from customs.
  • Shoes can be remade free-of-charge once only, so please provide us with accurate information about your fit concerns.
What if my shoes are in a different color than i expected?

The color of your shoes may be slightly different from what you have seen at your computer screen. Even though we have made every effort possible to ensure the colors are displayed as accurately as possible - every monitor will represent colors slightly differently.

There may also be minimal differences in color between different batches of the same leather – so the color on your new shoes may be slightly different from the one you’ve seen in our samples or the one that you had on your last pair.

If you have any questions about the color of an item please contact orders@shoenvious.com prior to placing your order.

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