Return Policies
Eligibility & Conditions
- Inspection Required: All returns must be physically received and inspected by our warehouse team before any refund, store credit, or exchange is processed.
- New Condition Only: Items must be unworn to qualify for a refund or credit.
- Used Returns: Returns showing any signs of wear, scuffs, or outdoor use will be rejected. Rejected items will be held for 7 days; the customer is responsible for return shipping costs to reclaim the item.
- Final Sale: Clearance and Final Sale items are strictly non-returnable and non-exchangeable.
Domestic (USA)
- Return Window: Returns and exchange requests are accepted within 45 days of the original purchase date (Extended 60-day window for holiday orders placed between October 1 and December 31).
- Return Shipping Fees:
- Store Credit & Exchanges: Return shipping is 100% FREE.
- Refund to Original Payment: A return postage fee of $7 per item (maximum $20 for 3 or more pairs) will be deducted from your refund total.
- Inspection & Processing: Once your package is delivered to our facility, please allow up to 10 business days for our team to inspect your return and process your resolution.
- One-Time Exchanges: We offer a one-time exchange for a different size of the exact same style and color. Your replacement order will be dispatched via standard Economy shipping once your returned pair is received and passes inspection. All exchange orders are shipped via Economy shipping.
- Returns After Exchange: If you return an item received from a previous exchange, a restocking fee will apply. Refunds for exchanged items are issued exclusively to the original payment method; store credit is not available for secondary returns.
- Store Credit: Store credit is non-refundable and cannot be redeemed for cash.
- Packaging: You are responsible for securely packing and sealing your return box before dropping it off with the carrier. Do not apply shipping tape or shipping labels directly to the manufacturer shoe box.
To begin your return or exchange, please click the button below:
International (Rest of The World)
- Return Window: International returns are accepted within 45 days of the purchase date.
- Inspection & Processing: Refunds are processed within 10 business days after the return package is received, inspected, and approved at our facility.
- Prepaid DHL Service: We provide prepaid DHL return labels for all international returns. Return shipping costs are calculated at the portal and deducted from your refund amount.
- Why We Use DHL: Standard postal/self-shipping options have been discontinued as they incur heavy U.S. Customs duties. Our prepaid DHL service is customs-exempt, ensuring safe and faster transit. Self-shipped packages are not accepted.
- Non-Refundable Costs: Original shipping fees, duties, and taxes are non-refundable.
- Refund Method: Refunds are issued exclusively to the original payment method. Store credit and direct exchanges are not available for international orders (please return for a refund and place a new order).
To begin your return, please click the button below:
FAQ
When will I receive my refund, exchange, or store credit?
All returns must be received and inspected at our warehouse before any action is taken. Once your package is delivered to us, please allow up to 10 business days for our returns department to inspect the items and issue your refund, store credit, or exchange shipment.
- Refunds: Once authorized, funds typically appear in your account within 3–5 business days, depending on your financial institution.
- Exchanges: Your new size will be processed and shipped via standard Economy shipping within 1–2 business days of your return passing inspection.
Does my label expire?
Yes. Once generated, your prepaid shipping label is valid for 15 days. Please ensure your package is dropped off and scanned by the carrier within this timeframe. If your label expires before shipping, you must re-initiate the request through our return portal.
What if my return arrives late?
As long as the package received its initial scan by the carrier before the 15-day label expiration date, your return will be accepted regardless of transit time.
What if my item is defective?
Please inspect your shoes upon arrival and notify us within 15 days of delivery prior to wearing them. Defect claims must be submitted via email—please do not send items back through the return portal without approval, as unapproved returns may be rejected by our inspection team.
- If you notice an issue upon receipt, or after light wear, email photos of the defect and your order number to customerservice@pleasershoes.com for evaluation. These claims are reviewed on a case-by-case basis.
What if you sent me the wrong item?
If you received an incorrect style, size, or color, please do not start a standard return request. Contact us directly at customerservice@pleasershoes.com with your order number and a photo of the item and box label you received, and we will resolve it promptly.
Why was a return fee deducted from my refund?
- Domestic (USA): A $7 per item label fee (capped at $20 for 3+ items) is deducted from refunds back to your original payment method. If you choose Store Credit or an Exchange, return shipping is completely free.
- International: The calculated DHL prepaid return postage is deducted from your refund amount.
- Note: Original shipping charges are non-refundable unless the return is due to a verified fulfillment error or defective product.
What if I want to exchange for another size or color?
We only offer direct one-time exchanges for size changes of the exact same style and color (Domestic US only). If you would like a different style or color, please select Store Credit or a Refund during the return process and place a new order online.
Fraud Prevention
If fraudulent, excessive, or abusive return activity is detected, we reserve the right to reject returns and/or suspend return privileges for associated accounts.
