Refund policy

1. Return window

You may return an order for 30 days from the date it is delivered.

The return has to be started inside those 30 days. Email support@shoeclinique.com with your order number and we will send you the return address and a reference to write on the parcel. Returns sent back without that reference take longer to match to an order.

2. Condition of the goods

Returned shoes must be unworn and in the condition they arrived in.

That means no outdoor wear on the soles, the original box included, and any shoe bags or paperwork still with them. Try them on indoors, on a carpeted floor, before deciding. Shoes that have been worn outside cannot be resold and cannot be refunded.

3. Who pays return shipping

The customer pays return shipping, except where the fault is ours.

If we sent the wrong pair, the wrong size against what was ordered, or a pair that arrived damaged, we cover the return shipping in full and we replace or refund at your choice. In every other case — a change of mind, a fit that did not work out — the return postage is yours to pay.

4. Restocking fee

There is no restocking fee.

The amount refunded is the price you paid for the goods. Shipping paid on the original order is refunded only when the return is our fault.

5. How a refund is issued

Refunds are issued to the original payment method within 5 business days of the return arriving and passing inspection.

Your bank or card issuer may take several days more to show it. We email you when the refund is sent, so you have a date to give them if it has not appeared.

6. Exchanges

An exchange is handled as a return followed by a new order.

Tell us in the same email which pair or size you want instead and we will hold it while the return is in transit, subject to it still being available.

7. Something unresolved

Anything not settled within 3 business days escalates.

Write to support@shoeclinique.com and say the matter is unresolved. It is then answered rather than acknowledged. Shoe Clinique, 9674 Central Ave, Montclair, CA 91763, (909) 680-6801.