Returns and Exchange

How to start a return

1. Go to My Account → Returns, or message us with your order reference.
2. Tell us the item, the reason, and whether you want an exchange, a refund or store credit.
3. We’ll email you a collection slot, usually within one working day. Print nothing — the driver brings the label.
4. Repack the shoes in their original box, put that inside the shipping box, and hand it to the driver.
5. We inspect on arrival and confirm your refund or exchange by email.

What we can accept

To be refunded or exchanged, an item must be:

• Returned within 14 calendar days of delivery.
• Unworn and unmarked. Try shoes on a carpeted floor — scuffed soles mean we can’t resell the pair, and we can’t accept it.
• In its original box, undamaged and not used as the shipping box, with all dust bags, spare heel tips and packaging.
• Accompanied by proof of purchase — the order reference is enough.

Items that come back worn, damaged, missing packaging or outside the 14 days will be returned to you and the shipping cost charged. We’ll always photograph and email you first before doing that.

What we can’t accept

• Sale items — anything bought at a reduced price is final sale. This is stated on the product page and at checkout.
• Items marked “final sale” or “last pair”.
• Made-to-order, personalised or custom-sized pairs.
• Gift cards.
• Shoe care products where the seal has been broken.

[TO CONFIRM] — whether the client wants sale items to be final sale. It is the UAE norm and protects margin, but it is also the single most common cause of customer complaints. Worth a decision before launch.

Exchanges

Exchanging for a different size or colour in the same style is free — one exchange per order. We hold your replacement pair as soon as the return is booked, so you don’t lose it while your parcel is in transit. If the size you want has sold out, we’ll refund you in full or hold the exchange until it’s restocked, whichever you prefer.

To exchange for a different style, return the original for a refund and place a new order. That way you keep your place in the queue for the new pair.

Refunds

We refund the price you paid for the item. Original delivery charges are refunded only if the item was faulty, damaged or not what you ordered. Cash-on-delivery handling fees are non-refundable. Choosing store credit instead of a refund adds a 10% bonus to the value.

Faulty or incorrect items

If a pair arrives faulty, damaged in transit, or is simply not what you ordered, tell us within 48 hours of delivery with photographs. We’ll collect it, refund you in full including all shipping, and — if you’d like — send the correct pair by express delivery at our cost. This is separate from the 14-day policy and your statutory rights under UAE consumer protection law are unaffected.

Manufacturing defects that appear within 30 days of delivery under normal wear are covered too. Ordinary wear and tear, sole erosion, water damage and damage from misuse are not.

Returns from outside the UAE

GCC and international customers may return within 14 days on the same conditions, but return shipping is at your cost and is not refunded unless the item was faulty. Please mark the parcel clearly as a returned item — parcels declared as a new commercial shipment attract import charges, and any such charge will be deducted from your refund.

Your legal rights

This policy sits alongside, and does not replace, your rights under UAE Federal Law No. 15 of 2020 on Consumer Protection and its implementing regulations. Nothing here limits your statutory right to a remedy for goods that are faulty or not as described.

Last updated: 07 August 2026 · Demo content — to be reviewed by the client and, ideally, a UAE legal adviser before launch