Return & Refund Policy

Last Updated: October 30, 2025

At Shoesgold, your satisfaction is our top priority. We understand that sometimes a product may not meet your expectations, and we want to make your return experience simple, transparent, and hassle-free.

Return Overview

We recognize that returns may occasionally be necessary, whether due to sizing issues, product defects, or simply a change of preference. Our goal is to make the process smooth and fair for all customers.

If you wish to initiate a return, please contact our customer support team through our Contact Us page or email support@shoesgold.com within 180 days of delivering your order.

For faster assistance, please include the following details in your message:

• Full name on the order
• Order number
• A detailed description of the issue
• Photos clearly showing the problem (if applicable)
• Your preferred resolution — replacement or refund

Please note: We are not responsible for customer errors such as incorrect personalization, spelling mistakes, or image upload issues. We encourage customers to carefully review all details before submitting their orders.

Return Policy Details

We accept returns for non-sale items within 180 days from the delivery date.
To qualify for a return or exchange, items must:

• Be unworn, unwashed, and unused
• Have all original tags and packaging intact
• Include the sales receipt or order confirmation

Items not meeting these conditions may be denied for return or refund.

Return Shipping Costs

We want your experience to be risk-free.

Return Cost: $0.00

That’s right — returns for damaged, defective, or incorrect items are completely free. We’ll cover all shipping costs for approved returns or first-time exchanges.

If you are returning an item for other reasons (such as change of preference or sizing), return shipping may be at your own expense.

Return Procedure

Once your return request has been approved by our support team, you’ll receive a confirmation email with the return address and step-by-step instructions.

1. Prepare Your Package
   • Include a printed copy of your order confirmation email.
   • Ensure the items are securely packed in their original packaging.
2. Ship the Package
   • Use your local postal service or a trusted courier.
   • Provide us with your tracking number once the item has been shipped.
3. Confirmation & Processing
   • Once we receive your return, you’ll receive an email confirmation.
   • We will inspect the returned product and notify you of the approval or denial of your refund or replacement request.

Refunds for approved returns will be issued to the original payment method used at checkout.

Non-Returnable Items

The following items cannot be returned or refunded:

• Sale or clearance items
• Customized or personalized products
• Items damaged due to improper handling or use by the customer

refund or exchange request.

Order Exchanges

We encourage all customers to carefully review their order details—including product size, color, design, and quantity—before completing their purchase.
Since each item is made to order, we are unable to process exchanges for incorrect selections made by customers.

However, if you wish to modify your order:

• You may cancel your order within 24 hours of placing it and reorder with the correct details.
• Contact our support team immediately at support@shoesgold.com for assistance.

After 24 hours, your order will move into production and can no longer be canceled or modified.

Order Cancellations

Cancellation Window: Within 24 hours of purchase.

You can cancel your order free of charge within 24 hours of placing it. Simply email us at support@shoesgold.com with your order details.
We will process your cancellation and issue a full refund to your original payment method.

After 24 hours, orders are forwarded for production and therefore cannot be canceled, as all products are custom-made.

Returns and Refunds

We accept returns for eligible items within 180 days from the delivery date. To qualify for a refund or exchange, the item must meet the following conditions:

Eligible for Return/Refund:

• Item arrives damaged, broken, or defective
• Item differs in design, size, or material from your original order
• You received the wrong product
• The product has a significant deviation from its online description

Not Eligible for Return/Refund:

• Items that have been worn, washed, altered, or damaged by the customer
• Products missing original tags or packaging
• Items with minor or fixable imperfections (such as loose threads)
• Personalized items, unless defective

All returned items must be unused, unwashed, and in their original condition with proof of purchase (receipt or order confirmation).

Return Cost & Shipping Responsibility

We proudly offer free returns for defective or incorrect products.
Return Cost: $0.00

However, if you are returning an item for reasons not related to product defects (e.g., change of mind, wrong size ordered), the return shipping cost will be the customer’s responsibility.

Refund Claim Requirements

When requesting a refund, please include the following details in your email:

1. Full name on the order
2. Order number
3. Photos showing the issue or defect
4. Proof of purchase (receipt or confirmation email)
5. Shipping label or carrier receipt (if available)
6. A brief description of your preferred resolution (refund or replacement)

Send all refund claims to support@shoesgold.com.

Our support team will respond within 2–3 business days with further instructions and a return address if applicable.

Return & Refund Process

Once your return has been approved, please follow these steps:

1. Prepare Your Package
   • Include your printed order confirmation or receipt.
   • Securely pack the item in its original packaging.
2. Ship the Package
   • Use your local post office or a reliable courier service.
   • Provide the tracking number to our support team for verification.
3. Processing Your Refund
   • Once we receive your item, it will be inspected within 2 business days.
   • If approved, your refund (including original shipping costs) will be issued back to your original payment method.

Please allow 5–10 business days for your bank or credit card company to finalize the refund process.

Important Notes

• Our return and refund policy is valid for 180 days from the delivery date.
• Items returned without prior authorization may not be accepted.
• Shoesgold is not liable for loss, theft, or damage during return transit. We recommend using a trackable shipping method.
• Returns received ineligible for refund will be discarded or returned at the customer’s expense.

Need Help?

We’re here to help you every step of the way.

If you have any questions about your return, refunds, or if you need further assistance, please don’t hesitate to contact our friendly support team.

Address: 17 Fernbank Ave, Bluffton, SC 29910, United States
Company: SHOES GOLD LLC
Email: support@shoesgold.com
Phone: +1 (352) 699-4919
Open Time: 8:00 AM – 7:00 PM (EST), Monday – Friday