Return Policy
Not right? Let's sort it out
Buying shoes online is a leap of faith. If the pair that turns up isn't the pair you hoped for, we would rather fix it than leave you stuck with a box you don't want.
What we'll do, reason by reason
Find your situation below. The last column tells you straight away whether return postage lands on us or on you.
| Your situation | How we handle it | Return postage |
|---|---|---|
| It took longer than 21 days to arrive | We put $8 back in your pocket for the wait. Keep the shoes. | No return |
| Something is faulty or poorly made | A fresh pair goes out to you at no cost. | No return |
| The box arrived damaged | A fresh pair goes out to you at no cost. | No return |
| We sent the wrong item, or something was missing | Send the wrong item back, or let us ship you a replacement instead. Your call. | On us |
| The size or colour isn't right for you | Swap it or send it back for a refund. | On you |
| You've simply changed your mind | Swap it or send it back for a refund. | On you |
| The delivery address was entered incorrectly | Message us the moment you notice and we'll try to correct it before the parcel leaves. | Case by case |
| Something else entirely | Write to us with the details and we'll work out a fair fix together. | Case by case |
Sending something back, step by step
- Get in touch first. Email info@stryde-footwear.com within 30 days of your parcel arriving. Quote your order number and tell us what went wrong.
- Wait for the green light. We'll confirm the return and send you the address to post it to. Returns are never accepted at an address you haven't been given by us.
- Box it up properly. Use the original packaging where you can, and include everything that came with the shoes.
- Post it and share the tracking. Send the tracking number over so we both know where the parcel is.
- Get your money back. Once it reaches us and passes a quick check, your refund goes back to the card or account you paid with, within five days.
Don't sit on it. Once we've approved your return you have 14 days to send it. After that the request closes automatically and you'll need to start again.
Where returns don't apply
Can't be returned
- Anything bought as a pre-order.
- Shoes that have been worn or are no longer in the condition they arrived in.
Sale and BOGO orders
- Discounted and buy-one-get-one items can come back, but no more than three items per order.
- That cap is what lets us keep running the deals in the first place.
If your parcel turns up damaged
- Photograph it. Lay the shoes flat and take clear shots showing both the damage and the label.
- Send them to us within five days. Email the photos and a short description to info@stryde-footwear.com.
A replacement pair goes out free of charge. If the second pair has a problem too, we'll refund you in full rather than send a third.
Before you post anything
Every return needs our approval first. Parcels sent back without it can't be processed or refunded, so one email saves you a wasted trip to the post office.
Questions about any of this? info@stryde-footwear.com reaches a real person, Monday to Friday, and we answer as fast as we can.
Thanks for shopping with Stryde Footwear. We'd rather you end up with shoes you love than a refund, but either way we've got you.