Return Policies
Eligibility & Conditions
- New Condition Only: Items must be unworn to qualify for a refund or credit.
- Used Returns: Returns showing signs of wear will be rejected. We will hold rejected items for 7 days; the customer is responsible for return shipping costs to recover the item.
- Final Sale: Closeout and Final Sale items cannot be returned.
Domestic (USA)
- Return Window: Returns are accepted within 45 days of the purchase date. Orders placed between October and December qualify for an extended 60-day return window.
- Process & Packaging: Upon initiating a return, you will receive a prepaid shipping label. You are responsible for securely packing and sealing your items before arriving at the carrier drop-off location; carriers will not provide packaging or packing services.
- One-Time Exchanges: We offer a one-time exchange for a different size of the exact same style and color. All exchange orders are shipped via Economy shipping.
- Returns After Exchange: If you return an item that was received via a previous exchange, a restocking fee will be applied. In this case, the refund will be issued exclusively to the original payment method used for the initial order; we cannot offer store credit for these returns.
- Store Credit: Store credit is non-refundable and cannot be exchanged for cash.
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.
- Prepaid DHL Service: We provide prepaid DHL return labels for all international orders. The postage fee is calculated when you initiate your return, and once you agree to the cost, it will be deducted from your final refund.
- Why We Use DHL: We have discontinued the "self-postage" option because standard international carriers now incur significant US Customs duties on returned items. Our prepaid DHL service is exempt from these duties, making it a faster and more cost-effective option than self-shipping.
- Non-Refundable Costs: Original shipping fees, duties, and taxes are non-refundable.
- Refund Method: Refunds are issued to the original payment method only; store credit is not available for international returns.
To begin your return, please click the button below:
FAQ
Does my label expire?
Yes. Once your prepaid shipping label is issued, you have 15 days to tender the package to the carrier before the label expires. If your label has expired, please re-initiate the return process through our portal to generate a new one.
What if my return arrives late?
As long as your return was shipped before the label expiration date, we will accept your return. Do not worry about transit time - our system knows when the return was shipped.
What if my item is defective?
Please notify us within 15 days of any potential manufacturing defects prior to wearing the shoes. All defect claims must be done through email, please do not simply return the item as our returns department may reject it claiming it was used.
If your shoes are worn and you believe a defect has occurred/become apparent, you may still email us a photo of the issue with your order number to customerservice@pleasershoes.com. These cases are handled on a case-by-case basis at our sole discretion.
In any case, do not attempt to return any used merchandise as it will be rejected per our return policy; follow the above instructions for a resolution.
What if you sent me the wrong item?
If we sent you the wrong item, please send us an email at cs@pleasershoes.com with your order number and a photo of the shoes you received. Do not open a return request as we handle these differently.
When will I get my refund?
Once your item arrives at our warehouse we will authorize your refund within 10 business days.
Once we issue your refund, it may take a few business days to reflect in your account balance. We have no control over this, and the exact time depends on your bank.
Why is there a fee to return my order?
Domestic (USA)
After starting a return, we will email you a prepaid shipping label to return your order. You will then have 30 days to use the label before it expires.
We charge $7 per item returned for the label (up to maximum $20 for 3 or more pairs returned) unless you are opting for store credit (no fee). Any return fees are deducted from your refund.
In any case, your original shipping will not be refunded unless the item was proven defective or delivered late. We do not reimburse packaging, tape, or other material costs associated with your return.
International (Rest of World)
We do not offer free return shipping outside the United States.
The return shipping fee is deducted from your refund if a prepaid label is requested.
If you ship the item back using your own postage, you will not be reimbursed.
What if I want to exchange for another size or color?
Domestic (USA)
In the event that you are not completely satisfied with the fit of your item, we offer a one-time exchange for a different size of the same item. Please note, exchanges are limited to size variations only; we cannot accommodate exchanges for different colors or different items.
Should you require a return after an exchange has been made, please be aware that the item will be subject to a restocking fee.
International (Rest of World)
Please return your order for a refund and re-purchase the new item.
If fraudulent returns are detected, we reserve the right to disable returns from your account.
