Returns & Exchanges

At Shoeelo, we want you to feel confident about every purchase. If something is not quite right, our customer care team is here to help with eligible returns and exchanges.

Return window

You may request a return or exchange within 7 days of receiving your order.

Requests made after this period may not be accepted.

For any issue with your order, we recommend contacting us as soon as possible after delivery.

Condition of items

Returned or exchanged items must be:

• unworn and unused;
• in their original condition;
• returned with the original Shoeelo box and packaging;
• free from marks, damage, stains, odors, or signs of wear;
• returned with any tags, accessories, or inserts included with the product.

Please try footwear on a clean indoor surface to avoid marking the sole.

Items that show signs of wear or are returned without their original packaging may not be eligible for return or exchange.

How to start a return

To request a return or exchange, please contact customer care and provide:

• your order number;
• your name and contact details;
• the item you would like to return or exchange;
• the reason for your request;
• the required replacement size, if requesting an exchange;
• photos of the item if it is damaged, defective, or incorrect.

Our team will review your request and provide return instructions.

Please do not send a parcel back without first contacting us, as unauthorized returns may be difficult to identify or process.

Refunds

Once we receive and inspect an approved return, we will notify you of the outcome.

If the return is accepted, your refund will be processed using the applicable refund method.

For prepaid orders, refunds will normally be returned to the original payment method where possible.

For Cash on Delivery orders, we may request your bank account or another supported payment method so the refund can be transferred to you.

Please allow approximately 5–10 business days after approval for a refund to be processed. Your bank or payment provider may require additional time before the funds appear in your account.

Original delivery charges may be non-refundable unless the item received was damaged, defective, or incorrect.

Exchanges

Size exchanges may be requested within the return window, subject to availability.

If your preferred size is available, we will arrange the exchange after your request has been approved.

If the requested size is unavailable, we may offer:

• another available size;
• another eligible product;
• store credit; or
• a refund, where applicable.

Customers may be responsible for return or redelivery charges for a size or preference-based exchange. If Shoeelo sent an incorrect, damaged, or defective item, we will assist with the appropriate resolution.

Damaged or incorrect items

If you receive a damaged, defective, or incorrect product, please contact us promptly and include clear photographs of the item and packaging.

We will review the issue and arrange an appropriate replacement, exchange, or refund where applicable.

Items that may not be returnable

For hygiene, safety, customization, promotional, or clearance reasons, certain products may be excluded from returns or exchanges.

Any such restriction should be clearly stated on the relevant product page or communicated before purchase.