Refund Policy
Items Damaged or Poor Quality
If an item is damaged or is shipped with a poor-quality print, you must send us a photograph of the poor-quality print or damaged area. Shoezels will replace any items damaged or poor-quality at no additional cost.
Wrong Product Shipped/Missing Items
If we ship the wrong product to you, send us a photo showing how the product differs from what was ordered and we will replace or refund any such items at no additional cost. If there are missing items in an order please tell us the items that are missing and we will send the missing item.
Design Issues
If you have any other complaint regarding the design printed on a shoe, please send us a photo. Credits, refunds, or reprints will be issued at the sole discretion of Shoezels. We will investigate every case and will work to provide a resolution that satisfies you.
Sizing Issues
In the rare event that you are unhappy with the fit of your shoe, Shoezels will process a free exchange.
Refunds will not be issued for sizing disputes, only exchanges are allowed.
Free Exchanges will only be allowed once per shoe order. Any costs related to exchanges past the first free exchange must be covered by the customer.
In order for a free exchange to be processed, you must provide the following information: reason the shoe didn’t fit (i.e. too small, too big, too narrow), the new size requested, your name, address, order number, and date of order.
Size exchange requests that differ by more than 2 sizes from the original size ordered will be considered a customer-input error and will not be eligible for exchange by Shoezels.
To reduce the risk of sizing issues, we have provided accurate sizing charts on each of our product specifications pages for customer reference.
Free sizing exchange requests only apply to shoes and boots. No other product in the Shoezels catalog is eligible for a free size exchange. In the event that you are unhappy with the size and it is not one of the products eligible for a free sizing exchange request please contact us so we can work on a solution that you would be happy with.
Package Returned To Sender – Correct Address
If a package is returned to sender by the shipping courier, Shoezels will reship the package to you for free after an address verification is complete by Shoezels. All returned to sender orders will be destroyed by the courier or Shoezels will be charged for additional tax, duties and another shipping fees.
If a package is returned to the sender by the shipping courier for the second time, Shoezels will reship the package to you for a fee of 50% from the Order Cost and will be collected through PayPal Payment Request.
Package Returned To Sender – Missed Delivery Attempts
All missed delivery attempt orders that got returned to Sender who received notification from Shoezels or from the carrier to contact them for a delivery arrangement will only be compensated with 50% Refund Credit.
Package Returned To Sender – Change Address
If a package is returned to sender due to an Address Change and you would like to reship the order to the new Address, we will do it with a fee of 50% from the Order Cost.
Package Returned To Sender – Wrong Address
If a package is returned to sender due to wrong Address Information, Shoezels will not be held liable and compensation will not be granted by any form. Customers should ensure that they provide the correct address at the time of order. We allow an Order Modification within 24 Hours.
Lost Order – Wrong Address
Shoezels will not refund nor assume liability for orders that are lost due to incorrect Shipping Address.
Express Line Shipping – Customer Phone Number Requirement
In the event that an express courier is unable to deliver a package for one of the following reasons but not limited to:
- Incorrect Address
- Customer not present for delivery
- Too many failed delivery attempts
- Customs clearance hold
- VAT/Duties owed to clearance agency
Shoezels will not be responsible for reimbursement, refund or re-sending the package if the customer’s correct phone number is not provided in the original order details.
By using the Express Line Shipping feature (when available) you acknowledge that Shoezels has the right to deny Express Shipping to any of your orders that are submitted without a valid phone number.
In the event that Shoezels denies your orders’ express shipping, a refund credit will be applied to your account for the difference of the express fee and your order will be shipped with a standard shipping method.
Used Items and Term Limits
Items in used condition are not eligible for refunds or exchanges. New and unused items that have been successfully received by customers within 30 days are eligible for returns or exchanges. Once 30 days have elapsed from the receipt of goods, refunds and exchanges will no longer be accepted.
Change of Mind
Please choose your Shoezels with care. Each Shoezels is printed and manufactured specifically for you. Once made it can not be used by other customers. Items will not be refunded for change of mind. If you decide that you do not like the items you have purchased Shoezels is not responsible and will not provide a refund.
Refund Term Limits
Refund and exchange claims will only be accepted within 30 days of order delivery.