This Refund Policy explains how returns, exchanges, refunds, and order cancellations work for purchases made through Over21 (“Over21,” “we,” “us,” or “our”) at over21shoes.com. It applies to footwear and related products sold on our online store.
By placing an order with us, you agree to this Refund Policy together with any applicable terms of sale shown at checkout. If you have questions about a return or refund, contact contact@over21shoes.com.
1. Overview
We want every pair to feel right for everyday wear. If something is not right with your order, we will work with you on a return, exchange, or refund according to the rules below.
In short:
- Most unused items can be returned within 30 days of delivery
- Items must be unworn, unused, and in sellable condition with original packaging where possible
- Approved returns are refunded to the original payment method
- Sale items, final-sale items, and certain exceptions may not be eligible for return
- Defective or incorrect items are handled under our quality guarantee
2. Return window
You may request a return within 30 days from the date your order is marked delivered. The return request must be started within that window. We may ask for photos or order details so we can confirm eligibility.
If your package is delayed in transit, the return window generally starts when delivery is confirmed by the carrier. If you believe delivery was recorded incorrectly, contact us promptly at contact@over21shoes.com.
3. Eligibility for returns
To qualify for a return, items must typically meet all of the following:
- Purchased directly from over21shoes.com
- Returned within the return window
- Unworn and unused outdoors or for extended indoor wear
- Free of stains, odors, scuffs, dirt, animal hair, or damage caused after delivery
- Returned with original box, dust bag (if included), tags, and any accessories that came with the pair
- In a condition that allows us to resell the product as new
Trying shoes on indoors on a clean surface is generally fine. Wearing them outside, to events, or for daily use usually makes an item ineligible for return.
4. Non-returnable items
Unless required otherwise by law, the following are not eligible for return or refund:
- Items marked as final sale, clearance, or “non-returnable” at the time of purchase
- Items that show signs of wear, outdoor use, alteration, or damage after delivery
- Items returned without original packaging when packaging was part of the product presentation
- Gift cards or promotional store credit, if offered
- Orders cancelled after shipment where carrier recovery is no longer possible
- Products not purchased from Over21
If an item arrives defective, damaged in transit, or not as described, see Section 9. Those cases are handled separately from standard change-of-mind returns.
5. How to start a return
- Email contact@over21shoes.com with your order number, the item(s) you want to return, and the reason for the return.
- Wait for return approval and instructions before sending anything back.
- Pack the item securely in the original shoe box, then place that box inside a protective outer shipping carton so the shoe box is not used as the shipping label surface.
- Include any return form or order reference we ask you to include.
- Ship the parcel using the method described in our return instructions and keep your tracking number.
Do not return items without authorization. Unauthorized returns may be refused, delayed, or returned to sender at your expense.
6. Return shipping
For standard change-of-mind returns, the customer is generally responsible for return shipping costs unless we tell you otherwise in writing for your specific case.
If we made an error (wrong item, defective item, or damaged-in-transit item confirmed by us), we will provide return instructions and cover reasonable return shipping as part of the resolution.
We recommend using a tracked shipping method. Over21 is not responsible for return parcels that are lost, delayed, or damaged before they reach our returns facility, unless the return label and carrier were arranged by us and tracking shows an issue on that shipment.
7. Exchanges
If you need a different size or style, the simplest path is usually to return the original item for a refund and place a new order for the preferred pair. This helps avoid delays if the exchange size is out of stock.
If we offer a direct exchange for your order, we will confirm availability, any price difference, and shipping details by email. Exchanges are subject to stock and the same condition requirements as returns.
8. Refunds
8.1 When refunds are issued
Once we receive and inspect your return, we will notify you by email whether the return is approved. If approved, your refund will be issued to the original payment method used at checkout.
8.2 Timing
- Inspection typically takes a few business days after the return arrives
- After approval, refunds are usually submitted to your payment provider within several business days
- Your bank or card issuer may take additional time to post the credit to your account
8.3 What is refunded
Approved product refunds include the purchase price of the returned item(s). Original outbound shipping fees are generally non-refundable on change-of-mind returns, unless we state otherwise or local law requires a different approach. Return shipping paid by you is not refunded on standard returns.
If an order was placed with a discount code, gift balance, or promotion, the refund will reflect the amount actually paid for the returned item after discounts are allocated.
8.4 Partial returns
If you return only part of a multi-item order, we refund only the eligible returned items. Free-shipping thresholds or promotional adjustments may be recalculated based on the items you keep.
9. Damaged, defective, or incorrect items
If your order arrives damaged, defective, incomplete, or incorrect, contact contact@over21shoes.com as soon as possible and include:
- Order number
- Description of the issue
- Clear photos of the product, packaging, and any defects or damage
After review, we may offer a replacement, store credit, repair pathway where relevant, or a refund. Do not discard packaging until we have confirmed next steps, as packaging can help verify transit damage.
Manufacturing defects discovered after limited indoor try-on may still be covered if reported promptly and supported by photos. Damage from normal wear, misuse, improper care, or accidents after delivery is not covered as a defect.
10. Order cancellation before shipment
If you need to cancel an order, email contact@over21shoes.com as soon as possible with your order number. If the order has not yet shipped, we will attempt to cancel it and issue a full refund.
If the order has already shipped, it cannot be cancelled in transit in most cases. You may refuse delivery where the carrier allows it, or complete a return after delivery under this Policy.
11. Late or missing refunds
If you were told a refund was issued but do not see it yet:
- Check your bank or card account again, including pending transactions
- Allow your payment provider additional processing time
- Contact your bank or card issuer if the refund still does not appear
- Email contact@over21shoes.com with your order number so we can confirm the refund reference
12. Sale and promotional purchases
Items purchased on sale are returnable under the same condition and timing rules unless the product page, cart, or checkout clearly marked them as final sale. Promotional discounts applied to returned items may affect the refund amount as described in Section 8.3.
13. International orders
For international shipments, return eligibility still follows this Policy, but return shipping costs, customs paperwork, and transit times may be higher. Customers are generally responsible for return shipping and any customs charges associated with returning goods, unless the return is due to our error.
Duties or taxes paid on import may not be recoverable through Over21 and may need to be addressed with the carrier or customs authority, depending on local rules.
14. Chargebacks and payment disputes
If you have an issue with an order, please contact contact@over21shoes.com first so we can help resolve it. Filing a chargeback while a return or refund is already in process may delay resolution. We reserve the right to respond to disputes with order, delivery, and communication records.
15. Changes to this Refund Policy
We may update this Refund Policy from time to time. The “Last updated” date at the top of this page shows the latest revision. The version in effect when you place an order generally applies to that order, unless a change is required by law or clearly benefits the customer.
16. Contact
For return authorizations, refund questions, or damaged-item reports, contact:
Over21
Email: contact@over21shoes.com