The Shoe Guys is here to help with any issues that you may have. Please read the policy below carefully.
- Returning Damaged / Defective Items
In cases of damage or defect, the return process can often be expedited by providing a digital image of the damage or defect (along with a clear description of the problem) in an email to our customer support team. In many cases, action (in the form of replacement, refund or account credit) can be taken as soon as substantiation of the claim has been provided by the customer.
If the damage / defect cannot be verified over the phone or via email contact, the item may be required to be returned to our manufacturing facility for inspection before a determination can be made as to the state of the product. This would be rare and we would strongly require a photo of the issue to make the process much easier.
PLEASE NOTE: ALL COLORS ARE SUBJECT TO THE ACTUAL PRODUCTS. OCCASIONALLY THE COLOUR OF THE FINISHED PRODUCT COULD DIFFER EXTREMELY SLIGHTLY AS THE COLOUR ON YOUR COMPUTER MONITOR OR ON THE INK USED TO PRINT THE PRODUCT CAN DIFFER SLIGHTLY.
- Return shipping cost
The Shoe Guys will provide return service or refund ONLY in cases where items have arrived in damaged condition or are confirmed by a representative to be defective. Otherwise, no abnormalities in our quality under the service will not provide return. Please contact The Shoe Guys Support at [email protected] for the best solution.
Please note: Items that are made to your specific requirements and are personalized can not be returned due to their custom element unless there is an issue with the products quality. In this case, please return the item to us and we will either replace the product or give you a full refund – in this circumstance we will also refund you for the shipping cost.
Under no circumstance does The Shoe Guys reimburse (or provide credit) for return shipping costs incurred by the customer. If there damage or defect, return shipping costs are the responsibility of the customer in most cases.
If a product is damaged or defective, the recipient must make arrangements with The Shoe Guys Support as to how the return should be handled prior to placing the items back in transit to The Shoe Guys.
Questions? Comments? Please email [email protected] and a representative will be happy to help!
- Typical Return Process Usually Entails:
1. Print and fill out The Shoe Guys Return form (which we will provide via email)
2. Include the paperwork in your returning package along with your returning items.
3. Write the RMA number conspicuously on the outside of the package to ensure proper routing upon receipt.
4. Ship the package to our facility.