Last updated: October 2026
At SHOESHAVE, we want you to feel confident when shopping with us. If your shoes are not the right fit or your order does not meet your expectations, this policy explains how cancellations, returns, refunds, and exchanges are handled.
Your statutory consumer rights are not affected by this policy. If applicable law provides rights or remedies that differ from the terms below, the law will prevail.
If you need to cancel or change an order, please contact us as soon as possible at support@shoeshave.com and include your order number.
We aim to process orders promptly. Once an order has entered fulfillment or has been shipped, cancellation or changes may no longer be possible.
If your order has not yet been shipped, we will make reasonable efforts to accommodate your request. If cancellation is no longer possible, you may still be able to return the order under this policy or applicable law.
Nothing in this section limits any statutory cancellation or withdrawal rights you may have.
Depending on your country of residence, you may have a legal right to withdraw from an online purchase within a prescribed period.
For most consumer purchases covered by EU/EEA distance-selling rules, the statutory withdrawal period is 14 days from the day you receive the goods, subject to applicable legal conditions and exceptions.
To exercise your statutory right of withdrawal, contact us in writing at support@shoeshave.com within the applicable period. Include your order number and clearly state that you wish to withdraw from the purchase.
You may inspect and try on shoes to the extent reasonably necessary to establish their nature, characteristics, and fit. Handling beyond what is necessary for inspection may result in liability for diminished value where permitted by applicable law.
After notifying us of your withdrawal, return the goods within the period required by applicable law. Please contact us before sending the goods back so we can provide the correct return instructions and destination.
Where applicable law requires a refund, we will refund the relevant payments, including standard delivery costs where legally required. Where permitted by law, we may withhold the refund until we receive the returned goods or you provide evidence that they have been sent back, whichever occurs first.
This statutory right is separate from our voluntary 15-day return policy and from your rights concerning defective, damaged, or incorrectly supplied goods.
In addition to your statutory rights, SHOESHAVE offers a 15-calendar-day return period for eligible purchases if you change your mind.
To request a return under this voluntary policy, you must contact us within 15 calendar days of receiving your order.
For a change-of-mind return under this policy, the shoes must:
Please try on shoes indoors on a clean surface and take reasonable care to protect the shoes and their packaging.
We may decline a return under this voluntary policy if the shoes do not meet these conditions, to the extent permitted by applicable law.
These conditions do not restrict statutory withdrawal rights or any legal remedy available for defective, damaged, incorrect, or non-conforming goods.
Our 15-day return policy is an additional benefit and does not replace or reduce your mandatory consumer rights.
If your order arrives damaged, defective, incorrect, or materially different from its description, please contact us at support@shoeshave.com as soon as reasonably possible.
Please provide:
We will review your report and may request additional reasonable information where necessary to understand the issue.
If an item is confirmed to be damaged, defective, incorrect, or not as described, we will provide an appropriate remedy in accordance with applicable law. Depending on the circumstances and legal requirements, this may include a replacement, repair where appropriate, price reduction, refund, or another legally required remedy.
We will not require evidence that is unreasonable or impossible for you to provide.
Claims concerning defective or incorrectly supplied goods are handled separately from voluntary change-of-mind returns. You do not need to meet the conditions of our voluntary 15-day return policy to exercise a statutory remedy.
Where applicable law requires us to cover return shipping or other costs associated with a valid claim, we will do so in accordance with the law.
Please contact us before sending any item back.
To request a return or exchange:
We will provide the return address and instructions after reviewing your request. Return destinations may vary depending on the product and fulfillment arrangements.
Do not send a return to the address shown on the original shipping label or product packaging unless we have specifically instructed you to do so.
Please wait for our instructions before shipping the item back. This helps ensure that the return is sent to the correct destination and can be identified and processed.
Exchanges may be offered when the requested replacement is available. If an exchange is unavailable, we will explain the available options in accordance with this policy and applicable law.
Return shipping costs depend on the reason for the return and the law applicable to your purchase.
Change-of-mind returns under our voluntary 15-day policy: You are responsible for the direct return shipping cost where permitted by law and where this responsibility has been properly disclosed before purchase.
Returns under a statutory right of withdrawal: You may be responsible for the direct return shipping cost where applicable law permits this and you were properly informed of that responsibility before purchase.
Damaged, defective, incorrect, or non-conforming items: We will handle return shipping costs in accordance with applicable law and the remedy required for your situation.
Please contact us before returning an item so we can provide the correct instructions and clarify any return shipping costs that may apply.
We will not impose return fees or other charges where prohibited by applicable law.
Once a returned item has been received and reviewed, we will notify you of the outcome and process any applicable refund.
Refunds will normally be issued to the original payment method unless otherwise agreed with you or required by applicable law.
The time it takes for a refund to appear in your account may depend on your payment provider or bank.
For statutory withdrawals, refunds will be processed within the time limits required by applicable law. Where permitted by law, we may withhold the refund until the returned goods have been received or evidence of return shipment has been provided.
For returns under our voluntary 15-day policy, we will process the applicable refund after the returned item has been received and reviewed, subject to the return conditions.
Any refund of original delivery charges will be handled in accordance with applicable law and the terms that apply to your order.
We will not use this policy to exclude or delay a refund where applicable law requires one.
Under our voluntary 15-day return policy, we may decline a change-of-mind return if the shoes show signs of actual use beyond reasonable indoor fitting and inspection, including outdoor wear, dirty or worn soles, damage, washing, or alterations.
This restriction applies only to the extent permitted by law. It does not remove statutory withdrawal rights or legal remedies concerning defective, damaged, incorrect, or non-conforming goods.
Any legal exceptions to a statutory right of withdrawal apply only where the relevant legal conditions are met.
If you have questions about cancellations, returns, exchanges, or refunds, please contact us:
Email: support@shoeshave.com
Please include your order number and a brief explanation of your request so we can assist you efficiently.
At SHOESHAVE, we aim to handle return and refund requests fairly, clearly, and in accordance with this policy and applicable consumer protection laws.
