Last updated: January 19, 2024
Thank you for shopping at Shoe Palace! We hope you love your purchase, but if you need to return an item for any reason, please review our Return Policy below on process, eligibility and terms.
Returns Overview
We accept returns of unworn, unused merchandise with tags still attached that is sent back in original packaging within 30 days of the ship date or in-store purchase. Customers are responsible for return shipping costs unless the return results from Shoe Palace error. Refunds are issued to the original payment method once items are inspected and approved, which can take up to 10 business days from receipt of your return.
Return by Mail
To begin the return process, visit our Returns Center to generate a prepaid return label or print your own for attachment to packages. Securely pack items, affix the label with tracking visible, and ship using your preferred carrier to the processing facility address displayed. Retain the tracking number as proof the items were returned in case issues arise. Once received and accepted, your refund will be issued accordingly based on original payment details.
Return In-Store
Most products can additionally be returned by bringing the items with original tags, packaging and receipt back to any Shoe Palace retail location during normal business hours for an in-person return and refund. Inspect merchandise before leaving the store to ensure satisfaction. Please call ahead to verify item and size availability for exchanges to avoid subsequent return shipping.
If you have questions on initiating a return or tracking status, please reach out to our Customer Service team for assistance by email or phone at 1-800-555-SHOE. See section 8 below for additional ways to contact us.
1. Return Eligibility
To be eligible for return, items must meet the following criteria:
- Unworn condition with tags still attached
- In original packaging with all accessories, parts, manuals etc. included
- Accompanied by original receipt or packing slip as proof of purchase
- In a resalable condition appropriate for being placed back in inventory
We inspect all returns upon arrival to validate they adhere to these standards. Items not meeting requirements may be denied return or lead to refund reductions. See Section 5 for further details on conditional returns.
2. Return Shipping
Customers are responsible for arranging and paying for shipment of return items back to Shoe Palace unless expressly noted otherwise. We provide free prepaid return labels for standard returns resulting from buyer remorse or product incompatibility issues.
In instances where Shoe Palace is responsible for an error leading to return, such as shipping incorrect items or damaged merchandise, we will cover return shipping costs by providing a free prepaid return label upon request or issuing a refund for carrier invoices retained by the customer.
Use the printed return label as reference for where packages should be shipped based on product type, which varies by distribution centers and intake hubs. For exchanges, only cross-shipments of items from the same product categories are available using our online Return Center. Footwear cannot be exchanged directly for apparel items or vice versa due to inventory management logistics. Please place separate orders then return ill-fitting shoes or clothes independently.
Shipping carriers and service levels are the customer’s choice based on speed requirements. Shoe Palace does not reimburse costs associated with expedited shipping upgrades like overnight or same-day delivery. We recommend using Ground level services which offer tracking at affordable rates through USPS and major parcel carriers. Retain the tracking number from your return shipment as reference in case the package encounters exceptions or delays which require investigation.
3. Refund Method
Once we finish processing and approving returns within our warehouse, refunds will be issued to the original payment source used on the order. Most commonly that entails refunding charges back to the credit card or debit card used at checkout. For gift card or store credit purchases, we replace the returned merchandise value onto a new gift card or account credit towards future buying.
Refunds only reimburse the actual amounts paid towards items, excluding initial shipping fees unless Shoe Palace was responsible for fulfillment errors necessitating return. Original shipping charges deducted from refunds will display on your completion notification.
Processing and issuance of return refunds requires 5 to 10 business days from the time Shoe Palace receives and validates returned merchandise. Notification emails will be sent when the refund successfully completes. Contact Customer Service if your refund is not credited after 10 business days for return status investigation assistance.
4. Return Conditions
Timeframe – Items must be returned within 30 calendar days from the package ship date or original in-store purchase for refund eligibility.
Tag Requirement – Merchandise must have original tags intact and attached. Removed tags or tags defaced with markings, stains, stickers etc render items invalid for return.
Packaging – Items should be returned in original boxes, bags or product containers along with all accessories, parts, manuals, protective inserts etc included at time of purchase.
Unused Status – Products must be in brand new, unused condition showing no signs of wear, damage or use making them unfit for resale per our judgment
Proof of Purchase – Customers should retain original packing slip or emailed order confirmation displaying your order number, items purchased and prices paid as reference in case order lookup is required when processing returns.
Return Method – Items must be shipped back or brought into local stores rather than abandonment or disposal to meet eligibility requirements. We do not issue refunds for merchandise not verifiably received and validated internally first.
5. Conditional Returns
In select instances, Shoe Palace may accept returns that fail to meet one or more of the requirements outlined in Section 4. Examples include:
- Tags removed or damaged for try-on with items remaining in resalable condition
- Merchandise packed in replacement boxes due to original packaging being damaged or discarded after opening
- Gifts missing proof of purchase but with attributes clearly showing the items were never used
- Delivery timeline exceeded but merchandise itself qualifies based on other criteria
For conditional returns, Shoe Palace reserves the right to apply restocking fees up to 30% of the item cost to offset handling and processing. That percentage varies based on effort necessary to restore goods to inventory. Conditional acceptance is evaluated case-by-case with outcomes not guaranteed. Items still severely deficient may be rejected and sent back to customers accompanied by an explanation detailing why.
6. Return Guidelines By Product Category
Shoes – Footwear is highly susceptible to wear, sizing misalignment and damage impairing resale value.Therefore shoes must strictly conform to the return conditions in Section 4 to qualify. Try shoes on carpeted surfaces only then repackage them to avoid sole scuffing or dirt exposure. If shoes are visibly worn, smelly or extremely soiled they will be denied return or lead to fees.
Apparel – All clothing items should be handled and tried on gently to avoid pilling, snags, staining or stretching rendering them unfit for return. button shirts rather than pulling them over the head during try-on. Garments showing excessive pet hair, perfume/deodorant, makeup residue or cleaning chemical odors will also be rejected.
Accessories & Equipment – Merchandise like hats, gloves, bags, sporting goods etc. must be returned fully intact in new condition with all elements accounted for. Used, incomplete or damaged gear missing parts like straps, brackets, protective wraps etc. will be denied refund.
7. Return Policy Exemptions
The following types of items are non-refundable under the Shoe Palace return policy terms:
Gift Cards – Original plastic gift cards or virtual gift cards delivered by email cannot be returned or refunded. Carefully check gift card balances before purchase. Lost, misplaced or expired gift cards also cannot be replaced, transferred or reimbursed.
Final Sale Items – Select limited edition products are explicitly advertised as ‘Final Sale’ with no returns accepted. These hot commodities are strictly non-refundable to limit exploitation by resellers.
Made-to-Order Products – Custom apparel, shoes or equipment manufactured uniquely based on customer specifications cannot be returned or exchanged given their tailored nature.
Perishable & Sanitary Goods – Due to health regulations, product lifespan considerations and potential consumer risks, items like t-shirts, undergarments, bathing suits, face masks and similar cannot be returned once purchased.
Digital Products – Online course rentals, downloads, memberships, services and other virtual goods delivered electronically are not tangible merchandise that can be physically returned or restocked. Content redemption also constitutes forfeiture of refund rights. Carefully review details before purchase.
8. Contact Us
If you have any other questions regarding our return policy, starting a return request, checking status or any other topic related to send, exchanges or refunds, please contact Shoe Palace Customer Service through any of the following channels:
Email: support@shoes-palace.com
Phone: 1-800-555-SHOE (Mon-Fri 9am – 5pm PST)
Twitter: @ShoePalaceHelp
Web Form: www.shoes-palace.com/support
