We have a 100% customer satisfaction guarantee! This means if your ordered shoes don't satisfy, fit, or make you happy, then you can send them back to us within 30 days from the shipment date for a full refund.
We will accept returns/exchanges for shoes ordered from our website that are returned within 30 days (during Nov 1 - Dec 31 we have a 90 day return policy for the holidays) of the date of purchase and that meet the following requirements:
1. All shoes must be unworn and in their original condition.
2. Returned shoes must be in their original shoe box with all included accessories for shoe (laces, inserts, etc.)
3. Shoe box must be placed inside a packaging box. Please do not ship shoes back using only the shoe box.
Products that have a manufacturer defect can be exchanged for the same shoe or eligible for refund once the item is received and inspected; however, defects caused from normal wear and tear or that have exceeded their life expectancy cannot be exchanged for a new pair. The life expectancy of each shoe can vary by its usage and the natural wear patterns of the individual. If defective item is returned a return label will be provided to you and the item will be inspected for defect. If the item is determined to have a defect, we can send out exchange item or refund original form of payment.
1. Obtain return form/shipping label - You will find form inside packaging box. If you did not receive, please call (877) 926-0133 or email firstname.lastname@example.org to request a return label to be emailed directly to you. Print the label and attach it to the package. Please do not attach shipping label to the shoe box.
2. Package The Product & Form - Place unworn shoes, original shoe box and packing slip in an adequate packaging box.
3. Ship Package - Drop the package off at your nearest shipping carrier location. Return Shipping costs will be deducted from your refund ($11 flat fee for return shipping is deducted from refund). Please note, this is pre-paid postage only, we do not pay for pick up. However, you can request package pickup at https://tools.usps.com/schedule-pickup-steps.htm or https://wwwapps.ups.com/pickup/schedule?loc=en_US#/. Additional fees may be applicable for pickup.
**Boxes received that do not contain protective packaging will be charged a $9.00 re-boxing fee.
Exchanges On Most Shoes Are Free!
1. Call (877) 926-0133 or email email@example.com to request a shipping label for your Free Exchange shipping. We are available to assist you with your exchange from Monday through Friday 8:00 a.m. through 5:00 p.m. PST. It is our goal to get you the shoes you want, so we have customer solution representatives to assist you in providing you with the right fit and satisfaction you expect from new shoes.
2. Once we have confirmed the exchange, you will receive an email (within 24 hours) with the return shipping label attached. You will need to print this out and tape it to your return box. You can use the one received in the packaging box or call (877) 926-0133 and we will email you a copy. The exchange must be returned to us in the original shoe box and the shoes should not show signs of wear. Prepaid exchange labels are to be used exclusively for making exchanges. If no exchange is made customers will be charged the return label cost.
3. Take the package to your nearest shipping service location. By using the return label that we provide, all shipping charges will be billed to us - your exchange is free! Your exchange will be shipped to you with no additional shipping charge unless we are shipping to Alaska, Hawaii or US Territories. All items shipped (including shoe exchanges) from Alaska, Hawaii & US Territories are shipped via ground shipping for a flat rate of $17.95 plus $3.00 per pound for orders over 5 lbs.
Please note the first exchange is on us. Any additional exchanges are the customer's expense.
You can expect your refund within 10-15 business days from the date we receive your return. The process that warrants this time period is the inspection process (2-5 business days), the refund process and credit applied to your credit card of original form of payment (8-10 business days). Additional days before your refund is received may apply depending on your credit card company. Flow Feet does not refund the return shipping costs.