Refund policy
At Footvessa, we want customers to have a clear process if a purchase needs to be returned.
The following terms apply to eligible return requests.
1. 30-Day Return Window
Customers may request a return within 30 days after the order has been delivered.
Please contact our customer support team before sending merchandise back.
Return requests made outside the applicable return period may not be approved unless required by applicable law.
2. Footwear Must Remain in Returnable Condition
Customers may carefully try footwear on indoors to determine fit.
Until you decide to keep the item, we recommend avoiding outdoor wear.
To remain eligible for a standard return, merchandise should generally be:
- Unworn outdoors
- Unused beyond reasonable indoor try-on
- Clean
- Undamaged
- Unwashed
- Unaltered
- Free from stains
- Free from strong odors
- Returned with included accessories
- Returned with original packaging when reasonably possible
3. Returns That May Be Declined
A standard return may not be accepted if:
- The shoes show outdoor wear
- The product has been damaged after delivery
- The merchandise has been altered
- Parts or accessories are missing
- The item contains significant stains or odors
- The product was clearly identified as Final Sale
- The return period has expired
- The package is sent to an unauthorized address
Rights provided by mandatory consumer laws are not affected.
4. How to Request a Return
Before mailing a return, contact:
Please provide:
- Your order number
- Customer name
- Email used at checkout
- Product being returned
- Reason for the return
For defective, damaged, or incorrect merchandise, include photographs showing the issue.
After reviewing your request, our team will provide the appropriate return instructions.
5. Authorized Return Destination
Please do not automatically mail merchandise to the address printed on your original parcel.
That address may belong to a warehouse, carrier, logistics facility, or other shipping provider that does not process customer returns.
Use only the return destination supplied by our customer service team.
Footvessa cannot guarantee that packages sent to unauthorized addresses can be located or refunded.
6. Who Pays Return Shipping?
For standard returns involving:
- Fit preference
- Size selection
- Color preference
- Change of mind
- Accidental ordering
- Personal preference
the customer is generally responsible for return postage.
When we confirm that Footvessa sent an incorrect item or that qualifying merchandise arrived damaged or defective, we will review the appropriate solution separately.
7. Shipping Your Return
A trackable return shipping method is strongly recommended.
Please keep your:
- Return tracking number
- Shipping receipt
- Carrier documentation
until your return has been completed.
We cannot guarantee reimbursement for merchandise that never arrives at the authorized return destination.
8. Returned Product Review
Once your authorized return is received, the merchandise may be inspected.
The review may include:
- Condition of the product
- Signs of use
- Packaging
- Missing components
- Damage
- Confirmation that the returned product matches the order
If the merchandise does not satisfy the return requirements, a refund may be refused or adjusted where legally permitted.
9. Refund Processing
Approved refunds are normally returned to the original payment method.
After the refund is issued, your financial institution may require additional time to post the transaction to your account.
Bank or payment provider processing times are outside our control.
10. Initial Shipping Charges
Original shipping fees are generally non-refundable when an eligible return is made because of customer preference.
An exception may apply when:
- An incorrect item was shipped
- A qualifying product arrived defective
- A product was verified as damaged upon arrival
- Applicable law requires reimbursement
11. Damaged or Defective Products
If a product appears damaged or defective when received, please contact us before extensive use.
Email:
Please provide:
- Order number
- Description of the problem
- A photograph showing the full product
- Close-up photographs of the affected area
- Photographs of packaging where relevant
Keep packaging materials until the request has been reviewed.
12. Incorrect Orders
If you receive a product, size, or color that differs from your order confirmation, contact us promptly.
We may request photographs showing:
- Product received
- Size or product labels
- Package label
This information helps us verify the order and provide an appropriate resolution.
13. Exchanges
Direct product exchanges may be available in some situations but cannot be guaranteed.
Availability depends on stock.
If your preferred size or color is unavailable for exchange, you may be asked to return the original item and place a separate order.
14. Cancellations and Order Changes
If you need to cancel or change an order, please contact:
as quickly as possible.
We will attempt to assist before fulfillment progresses.
Once an order has been processed, packed, or transferred for shipment, cancellation or modification may no longer be possible.
15. Final Sale
Items clearly identified as Final Sale or Non-Returnable before checkout may not qualify for standard returns unless applicable law provides otherwise.
16. Refund & Return Support
Questions can be sent to:
Please include your order number whenever contacting us.