Refund-Return- Exchange policy
Non-Returnable/Non-Exchangeable Items
The following items cannot be returned:
CANCELATION POLICIES
As long as your order has not been shipped, you may cancel an order within 6 hours of your purchase. Be sure to contact us as soon as possible and include your order number in the e-mail at sales@exoheels.com. The cancellation will be effective within 24 hours and a confirmation email will be sent immediately. Transaction fee of 6% of the payment won’t be refunded.
For orders that have not been shipped by the end of the estimated production timeframe, you may cancel your order. A full refund will be issued in the form of a e-voucher.
If your order has been shipped or is in transit you will not be able to cancel it before it reaches you. We recommend you return the goods following our Return/Exchange Policies.
EXCHANGE POLICIES
For domestic customers, exchanges are available within 14 days of receiving your order. Kindly note that exchanges received after this timeframe may not be accepted. To be eligible for an exchange, your item must be in its original, undamaged condition and do not meet any criteria outlined in the "Non-Returnable/Non-Exchangeable Items ” section. You’ll also need the receipt or proof of purchase.
For international orders exhanges/refunds are not possible.
In case the design you want to exchange is not available, we will contact you to exchange for another item, e-voucher or in case the item will be restocked, we will inform you an estimate waiting time.
EXOHEELS will not refund the difference if the total value of the exchanged item is less than the value of your original order. The customer is responsible for paying the difference if the total value of the exchanged item is higher than the value of the original order.
We offer 1 exchange for every item.
We will send you the exchange item after receiving back the old item. We reserve the right to decline any returned item that is damaged or doesn't comply with our return/exchange policies. If we refuse your return, we will send the item back to you. You will be responsible for paying the shipping costs beforehand.
RETURN POLICIES
EXOHEELS does not accept any return requests if the item not defective from the manufacturer. We have a 14-days return policy, which means you have 14 days after receiving your item to request a return.
UNBOXING VIDEO is compulsory to be eligible for a return. Please record an unboxing video (full angles) when you’ve received a package from us. The unboxing video is necessary as proof for damage cases, so please record it in clear lighting. We're sorry but we can't accept an exchange if you don't have the video or the video you have is edited/paused.
WE DO NOT ACCEPT RETURN/EXCHANGE ON ITEMS that DOES not have unboxing video!
To start a return, you can contact us at sales@exoheels.com. Please provide us with your order ID, product unboxing video, close-up details of defected items!
Once you’ve submitted your return request, we will contact you with details of your return so that you can send your item(s) back to us.
Please note that original shipping costs and transaction fee (6%) are non-refundable for exchanges. Additionally, any fees associated with returning items will be the customer's responsibility. (Shipping fee, import and export taxes,...)
After 14 days, EXOHEELS has the right to refuse any exchange/return requests. You can always contact us for any return question at sales@exoheels.com
REFUND
We will give you a voucher for exchange items, minus the original shipping cost and transaction fee. However, if the product was faulty, we'll cover all fee and offer a refund if you prefer that over a voucher
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at sales@exoheels.com.
CONCESSIONS AND THIRD PARTY RETAILERS
items purchased from concessions or from third-party retailers must be returned to the store they were purchased from. we can only process returns on orders purchased directly from exoheels.com
The following items cannot be returned:
- Custom made items
- Gift cards and e-vouchers
- Sale items and items purchased using vouchers or gift cards
- Underwear, lingerie, and swimwear (including one-piece suits and sets)
- Products bundled with underwear
- Items not in their original condition
- Items without attached tags
- Items without original packaging (tote bag, dust bag,…)
- Items showing signs of wear, such as perfume, smoke, deodorant, or body odor
- Items with marks or damage, including those caused by fake tan, deodorant, or makeup
CANCELATION POLICIES
As long as your order has not been shipped, you may cancel an order within 6 hours of your purchase. Be sure to contact us as soon as possible and include your order number in the e-mail at sales@exoheels.com. The cancellation will be effective within 24 hours and a confirmation email will be sent immediately. Transaction fee of 6% of the payment won’t be refunded.
For orders that have not been shipped by the end of the estimated production timeframe, you may cancel your order. A full refund will be issued in the form of a e-voucher.
If your order has been shipped or is in transit you will not be able to cancel it before it reaches you. We recommend you return the goods following our Return/Exchange Policies.
EXCHANGE POLICIES
For domestic customers, exchanges are available within 14 days of receiving your order. Kindly note that exchanges received after this timeframe may not be accepted. To be eligible for an exchange, your item must be in its original, undamaged condition and do not meet any criteria outlined in the "Non-Returnable/Non-Exchangeable Items ” section. You’ll also need the receipt or proof of purchase.
For international orders exhanges/refunds are not possible.
In case the design you want to exchange is not available, we will contact you to exchange for another item, e-voucher or in case the item will be restocked, we will inform you an estimate waiting time.
EXOHEELS will not refund the difference if the total value of the exchanged item is less than the value of your original order. The customer is responsible for paying the difference if the total value of the exchanged item is higher than the value of the original order.
We offer 1 exchange for every item.
We will send you the exchange item after receiving back the old item. We reserve the right to decline any returned item that is damaged or doesn't comply with our return/exchange policies. If we refuse your return, we will send the item back to you. You will be responsible for paying the shipping costs beforehand.
RETURN POLICIES
EXOHEELS does not accept any return requests if the item not defective from the manufacturer. We have a 14-days return policy, which means you have 14 days after receiving your item to request a return.
UNBOXING VIDEO is compulsory to be eligible for a return. Please record an unboxing video (full angles) when you’ve received a package from us. The unboxing video is necessary as proof for damage cases, so please record it in clear lighting. We're sorry but we can't accept an exchange if you don't have the video or the video you have is edited/paused.
WE DO NOT ACCEPT RETURN/EXCHANGE ON ITEMS that DOES not have unboxing video!
To start a return, you can contact us at sales@exoheels.com. Please provide us with your order ID, product unboxing video, close-up details of defected items!
Once you’ve submitted your return request, we will contact you with details of your return so that you can send your item(s) back to us.
Please note that original shipping costs and transaction fee (6%) are non-refundable for exchanges. Additionally, any fees associated with returning items will be the customer's responsibility. (Shipping fee, import and export taxes,...)
After 14 days, EXOHEELS has the right to refuse any exchange/return requests. You can always contact us for any return question at sales@exoheels.com
REFUND
We will give you a voucher for exchange items, minus the original shipping cost and transaction fee. However, if the product was faulty, we'll cover all fee and offer a refund if you prefer that over a voucher
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at sales@exoheels.com.
CONCESSIONS AND THIRD PARTY RETAILERS
items purchased from concessions or from third-party retailers must be returned to the store they were purchased from. we can only process returns on orders purchased directly from exoheels.com
Last Updated: 11 November 2024
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