Refund policy
To initiate a return, please visit your account page and navigate to your order history.
Summary
- Return Window: Returns accepted within 30 days of purchase.
- Return & Exchange Shipping Fees: For items discounted by 50% or more, or bought under a “Buy 1 Get 1 Free” promotion, a return fee starting from R69, based on your location, is charged upfront. For items not discounted by 50% or more, the first exchange is free of courier charges. From the second exchange onwards, courier fees will be payable by the customer.
- Non-refundable Shipping Fees: Original shipping costs are non-refundable.
- Refunds & Exchanges: Exchanges offered based on availability; refunds upon request, processed on Wednesdays and Fridays.
- Condition Requirements: Items must be undamaged, unworn, clean, and in original packaging.
- Large Orders: Returns over 50% of order value incur a collection fee, deducted from the refund.
Please note that our return policy allows returns and refunds within 30 days from the date of purchase. Returns must be requested through your account; any items sent back without an authorised return request will not be accepted, resulting in forfeiture of the refund and exchange option.
Collection & Shipping Fees: If your return is accepted, our courier partner will arrange collection from the same address where the item was originally delivered.
For items discounted by 50% or more, or those purchased under a “Buy 1 Get 1 Free” promotion, a location-based return fee starting from R69 will be charged upfront when initiating the return. This fee is non-refundable.
For items not discounted by 50% or more, the first exchange will not incur courier fees. From the second exchange onwards, all courier fees will be payable by the customer.
Non-refundable Shipping Fees: Please note that original shipping fees are non-refundable.
Once we have received and inspected your returned items, we will notify you. An exchange or store credit will be offered; refunds will be processed only upon request and automatically credited to your original payment method. Please allow some time for your bank or credit provider to process and post the refund.
Refund Processing: Refunds are processed twice a week, on Wednesdays and Fridays before 10:00 AM. If these days fall on a public holiday, refunds will be processed the following week.
Requirements for Returns/Exchanges
Please ensure that returned items meet the following conditions:
- Undamaged
- Unworn
- In original packaging
- Clean
Important: If an item does not meet our quality standards, we will contact you, and you will be responsible for the courier fee if you wish the item returned to you. In such cases, exchange or refund is no longer available.
If you are returning a damaged item, please log it as “damaged” when initiating the return and include images for verification.
Sale Items
Refunds are not available on sale items discounted by 50% or more, or on gift cards. Exchanges may be issued for sale items, depending on stock availability. Please note that return shipping for these items is charged upfront and is non-refundable.
Damaged and Defective Items
Please inspect your order upon receipt and contact us immediately if it is defective, damaged, or incorrect. We will evaluate the issue and work to resolve it promptly.
Exchanges
For items not discounted by 50% or more, the first exchange is free of courier charges. From the second exchange onwards, courier fees will be payable by the customer.
For the quickest service, return the item and make a new purchase for the desired item once your return is accepted. The full exchange process may take up to 14 working days and includes requesting and approving the return, collecting and processing the returned item, and issuing the exchange. All exchanges are subject to stock availability.
Returns and Refunds on Large Orders
If returns exceed 50% of the total order value, a return collection fee will apply. This fee will be deducted from your refund.
Third-Party Retailer Purchases
We are only responsible for returns and exchanges on items purchased directly from our official website. If your product was purchased through a third-party retailer, please contact the retailer directly regarding their return and exchange policies.
Disclaimer: Shoe Box reserves the right to amend this policy at any time without prior notice.
