If you aren’t satisfied with your purchase, you may be eligible for a return or exchange depending on the situation and the type of item you have purchased. We reserve all the rights to charge a handling fee on all items returned for non-quality issues.
If we shipped you the wrong item: You have two options: 1) exchanging it for the correct item, or 2) returning it for a full refund. Customers must confirm their eligibility for an exchange or return with our customer support team before sending the items back. In many cases, you have 7 days after reception of your item to contact our customer support and request a return or exchange. Make sure to read the Product-Specific policies below for more details (when applicable) and exceptions.
If an item is missing from your order: Contact our customer service team to inform about the missing item from your order. Once we confirmed that an item was missing, we will offer a full refund of the item value or initiate the replacement process.
If your package is lost during shipping: Contact Customer Support Team to inform us you didn't receive your package. Once we confirm with the courier company that your package is lost, we will offer a refund or resend the items.
If we shipped you a defective or damaged item: You are eligible for a full refund or exchange. At the time of requesting refund, please provide the photographs clearly showing the problem with the item and your order number to our Customer Support Team. If you believe your item was damaged during shipping, Customer Support will need photographs showing the damaged packaging as well as "Proof of Damage" documentation to process your exchanging or refund. Alternatively, you can open the item in front of the delivery person and if you find that it’s damaged during shipping, you can reject it. Extrashoe.com will ship you a new item at the earliest date possible.
- “The 7-Days Money Back Guarantee” is available under following circumstances:
- 1. Item must be returned to us with proof of purchase such as Order ID, Invoice ID, Transaction ID within 7 calendar days from the date of reception.
- 2. Return must be authorised by Extrashoe.com via email.
- 3. Item must be returned in its original & resell condition; packaging must not be broken where applicable.
- 4. Return postage and handling is buyer's responsibility.
- 5. Refund does not include original shipping cost. Refund method will be determined by Extrashoe.com.
Where “The 7-Days Money Back Guarantee” is not available, or “The 7-Days Money Back Guarantee” period is expired.
- A. Return of Non-Broken Item within Warranty Period
- 1. Extrashoe.com may reject any returns under below circumstance at our discretion:
- The detailed size cart is included in the description. The size you choose does not fit you well.
- The 7-Days Money back Guarantee period is expired.
- The order was placed by mistake but wasn't cancelled within 12 hours.
- 2. Return must be authorised by Extrashoe.com via email.
- 3. Item must be returned to us with proof of purchase such as Order ID, Invoice ID, Transaction ID.
- 4. Item must be returned in its original and resell condition and packaging must not be broken or damaged where applicable
- 5. Return postage and handling is buyer's responsibility
- 6. Under any circumstances we will not refund the original shipping cost
- B. Return of Broken Item within Warranty Period
- 1. Refer to Warranty Policy for warranty information.
- 2. Return must be authorised by Extrashoe.com via email.
- 3. Item must be returned to us with proof of purchase such as Order ID, Invoice ID, Transaction ID.
- 4. Item must be returned in reasonable condition and original packaging where possible, and must include all accessories unless approved by Extrashoe.com otherwise.
- 5. Return postage and handling is buyer's responsibility
Warranty Policy
1. All warranties are back-to-base warranties.
2. Where applicable, the warranty offered for the products sold by Extrashoe.com are the manufacturer's warranty, and therefore warranty related enquires must be made directly to the manufacturer.
3. Where there is no manufacturer's warranty available, Extrashoe.com offers the warranty.
4. In the event of a warranty claim, regardless of manufacturers’ or Extrashoe.com warranty, all warranty related shipping costs (both ways) are buyer's responsibility, unless in the event of Dead On Arrival (DOA), or incorrect handling by us, we will pay for all warranty related shipping costs.
- DOA or incorrect items must be returned to us for testing and verification within 7 days of initial shipping.
- If DOA item is tested to be working, it will be returned to you at your own cost.
- If DOA item is not received by us within 7 days of initial shipping, it will be treated as normal warranty item.
5. Extrashoe.com warranty is limited to replacement, repair or refund of the item, to be determined by Extrashoe.com.
6. Warranty does NOT apply to damages as a result of misuse of any form or improper care by the user.
7. If refund is determined by Extrashoe.com to be necessary, we will NOT refund original shipping cost.
8. Warranty does NOT cover normal wear and tear, or damages caused by or resulting from any form of misuse or improper use by the user.
Returns or Exchanges (if applicable)
We only replace items if they are defective or damaged. If you need to return or exchange it for the same item, send us an email at returns-refunds@extrashoe.com
You will be responsible for paying for your own shipping costs for returning your item.
Depending on where you live, the time it may take for your exchanged product to reach you, may vary.
If you are shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.
Refunds (if applicable)
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.
Late or missing refunds (if applicable)
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at returns-refunds@extrashoe.com
