RETURNS
You may obtain a return authorization using the RETURN CENTER.
Products are eligible for exchange, store credit, or refund for up 15 days of delivery. We gladly accept returns of UNWORN merchandise except End of Season and Sales Items may not be returned or exchanged. Everything with the SALE tag on it is considered a SALE item. All purchases are final on Sale items. Returns will be refunded to the original method of payment. Items on the SNEAKER SPOTLIGHT collection and promo are available ONLY for Exchange.
Orders placed between Nov 15, 2024 - Dec 31, 2024 are returnable until January 19, 2025, 12:00 AM EST.
Free Return Shipping
Starting January 22, 2025; we'll offer all clients the option to Unlock Ultimited Free Return Shipping for the eligible items in your order by paying a small returns fee of $1.98 at the time of purchase. If you choose to pay this fee during purchase, there is no additional charge for shipping your item(s) back to us.
If you choose not to pay this fee during your purchase, you will be subject to a higher shipping/handling fee later at the rates that we require on the date you ship your item(s) back to us for a return. Please note that this service does not exempt your order from the final sale or other store policies.
For BOGO promotions, to receive a full refund, both items must be returned since discounts apply to the purchase of two items. If only one item is returned, it will be eligible for exchange or store credit.
Start by visiting our Returns Center. You can print a return label and drop it off at any UPS location. You will receive an email when your return is received and your refund is applied.
- Shipping charges are not refundable.
- If you opt not to pay the "free return fee" during your purchase, standard return shipping/handling fees will apply based on the rates at the time of your return, which will be deducted from your total refund amount.
Exchange Options
1. Instant Exchange:
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- Your new exchange order is placed immediately, helping you get your items faster and guaranteeing they stay in stock.
- To place an instant exchange, we’ll put a temporary $1.00 hold on your credit card (similar to booking a hotel).
- If your return isn’t mailed within 14 days of submission, you’ll be charged for the amount covered by your returned items.
2. Regular Exchange:
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- If the new item is in stock after we receive and process your original item, we’ll issue a replacement order.
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Good to Know:
- We offer two free exchanges per order (excluding sale items).
- After two exchanges, only returns are allowed.
- Refunds are always issued to the original method of payment. To prevent a delay in refunds, returns must be shipped back within seven days of the return label being issued.
- If your item arrives damaged or defective, start a return or exchange in the Return Center by selecting "Damaged Item" as the reason. You’ll be prompted to upload a clear photo of the damage for review. Once approved, we’ll issue a prepaid return label with no extra fees. Please also notify us immediately via email or phone. Once the item is sent back and inspected, a full refund will be issued. Note that this policy does not apply to items that have been worn.
The usual turnaround time is 1 - 2 weeks from the day you give the package to UPS until the merchandise is checked in at the warehouse and the refund is issued. Do not ship items back through any other means other than the prepaid return label that we provide as the package may be returned to you. All unauthorized returns will be discarded.
Please note, for International Returns, we do not provide a return label at the moment. You can always initiate a return or exchange, and send the shoes back to us using the carrier of your choice.
SHUSHOP merchandise purchased from other retailers must be returned to the original store and is subject to their return policy.
The address of our warehouse is: 3980 W 104TH Street, Suite 6, Miami, FL 33018
REFUNDS
Only returns or exchange differences will be refunded to the original payment method. If your order undergoes any other issue, such as couriers or delivery problems, please get in touch with us as soon as possible.
Refunds will be issued within 1 to 3 business days of receiving the purchased merchandise in our facilities; however, every financial institution has its terms, so it may take up to 10 business days to be reflected on your account. Shipping and handling costs are not refundable.
Please Note:
- Shipping charges are non-refundable, and there is a fee for the return label if you choose not to pay the "free return fee," which will be deducted from your total refund amount.
- End of Season and Sales Items may not be returned or exchanged. All purchases are final on Sale items.
- Gift Cards cannot be returned or refunded.