Returns & Exchanges

Returns and Exchanges

What is your return and exchange policy?

We want you to love your . If you're not completely satisfied with your shoes, we will accept a return or exchange within 30 days* of the purchase date, no questions asked! That's right—wear your around the house and even take them for a walk outside to make sure the fit and comfort are just right. If something feels off, shipping's on us for returns and exchanges in the US. You can begin your return or exchange by visiting our Returns Center.

Once you receive a shipping label or Happy Returns barcode, follow the instructions in your return confirmation email to send your back to us within 14 days of initiating your return. We will issue a refund to the original form of payment soon after we receive your . Please be sure to return all items received in your order, including the shoe box and dust bag, if applicable.

offers two methods of exchanging for your convenience. You can read more about these options in ‘What is a Standard Exchange?’ and ‘What is an Instant Exchange?'

will consider a late return if the product is unworn and available on our site. You may contact our expert support team to request an exception for your late return. Any exceptions to this policy are made at our team’s discretion and photos may be required to proceed.

*A refund will not be processed if the returned shoes show signs of heavy wear.

Please note that the 30-day fit guarantee does not apply to items marked as final sale. Final sale products, including all customized , are not eligible for return. Customized are final sale due to their personalized nature, and we cannot offer returns or exchanges unless there is a product defect.

If you are experiencing issues with your final sale or customized , please contact our support team for assistance with defective/ damaged shoes, incorrect color/ size, pain or discomfort due to fit, and incorrect or unacceptable customization results. Please note that all exceptions to this policy are granted at the discretion of our support team.

What is a Standard Exchange?

For standard exchanges, your new order will be processed 1-3 days after your return has been received by the carrier. You will have 14 days from the time of submission to drop off your . Return your within 14 days of receiving your confirmation.

Keep an eye out for a confirmation email including your new order number and tracking information. Please note that selecting a standard exchange does not hold inventory– sending back your return ASAP will help ensure you get the size you want if we are low in inventory!

What is an Instant Exchange?

Looking to get the right fit sooner? In our portal, you can choose between a regular exchange or an ‘instant exchange.’ A temporary charge will be placed on your card for the price of the returned item(s) in order for us to process the exchange instantly! This ensures you receive your desired in case they become unavailable.

You will have 14 days to return your items before the temporary hold becomes a permanent charge. If your returned are confirmed in transit before the 14 day window ends, you will not be charged. If you decide you’d like to keep the original item, the charge will remain permanent unless it is returned. Contact our support team if you have any questions!

What is Happy Returns?

Happy Returns is a simpler, more sustainable way for you to return or exchange your . Simply initiate your return via our Returns Center and opt to drop your off at one of Happy Returns’ 5,000+ Return Bars across the United States. Click here to locate the Return Bar nearest to you.

Please note: Happy Returns may not always be an available option for your return. If you do not see the Happy Returns option as you initiate your return via our Returns Center, we will provide instructions on how to print the return label and drop your off to the logistics carrier.

If you do choose to return via Happy Returns, you will receive an email with a QR code that you will then show at your local Return Bar. Without a QR code, they will not be able to accept your return, so please be sure to initiate the return online and get a QR code before heading to a Return Bar. If you cannot locate the email, please contact our support team for further assistance. Once your return is accepted, your refund, store credit, or exchange will be processed within 24 hours.

Please be sure to return all items received in your order, including the shoe box and dust bag, if applicable.

Can I return my online purchase at the store?

Yes! Please have your order number and email address handy when you stop by.

Can I return or exchange my gifted ?

Absolutely– you may exchange your gifted for a new pair or return them for a store credit that never expires!

What happens if the item I want to exchange for is sold out?

What a bummer! No worries– a refund will be issued to the original form of payment in the event that the requested item for exchange is out of stock. Contact our support team if you’d instead like to exchange for something else!

I purchased a pair of customized , can I return or exchange them?

These custom orders are final sale and cannot be returned or exchanged as they are made specially for you! Of course, if there is a defect or other issue with your customer order, please contact our support team for assistance.

How do I return from international regions?

Canada:

We offer returns on all eligible items within 30 days from the date of purchase. To cover international shipping and handling fees, a $20 flat rate will be deducted from the refund amount and a Canada Post return shipping label will be provided via email. Canadian orders are not eligible for exchanges in the returns center, but you may begin your return here.

If you would like to reclaim the duties paid, please download this FORM from the Canada Border Services Agency (CBSA). To complete the form, you will need 2 pieces of supporting documentation to be refunded by CBSA:

00001. Your order refund confirmation receipt from which will be emailed to you once the refund has been issued.

00002. The import details report that shows how much was paid in duties and taxes. To get this report, please email our international shipping carrier with your Passport Tracking # in the subject line to [email protected] and they will reply with the necessary document.

You will only be able to submit for a refund of your duties and taxes once the refund for your order has been issued by . Submitting this form and documentation pertains to receiving a refund on your duties and taxes from the CBSA, not the non-refundable shipping cost charged by .

If you need further assistance filing to reclaim your duties and taxes, please reach out to [email protected].

Australia:

We offer returns on all items within 30 days from the date of purchase. However, we do not currently provide a return shipping label for orders from the UK or Australia. You are responsible for shipping your return to , at your own cost. Shipping fees, duties and taxes are non-refundable. At this time, we do not offer exchanges on international orders.

Please contact our support team for the return address and further instructions!