At Shoes That Move, we want every step you take to be in perfect comfort and style. We stand behind the quality of our footwear and offer a hassle-free returns and exchanges process to ensure your complete satisfaction. Please review our policy below to understand how we can assist you.

Returns & Exchanges Timeframe

We accept returns and exchanges within 15 days from the date you receive your order. All items must be unworn, in their original condition, and in the original packaging with tags attached.

Non-Returnable Items

Based on our product categories and hygiene considerations, the following items cannot be returned or exchanged:

  • Insoles & Accessories (for hygiene reasons)
  • Slippers (if tried on or worn)

All other products, including boots, clogs, flats, heels, loafers, oxfords, sandals, shoes, and sneakers & athletic shoes, are eligible for returns or exchanges if they meet the conditions above.

How to Initiate a Return or Exchange

Follow these simple steps to request a return or exchange:

  1. Contact Us: Email us at [email protected] within 15 days of receiving your order. Include your order number and reason for return or exchange.
  2. Wait for Approval: Our team will respond within 1-2 business days with a return authorization and instructions.
  3. Ship the Item: Once approved, securely pack the item(s) in the original packaging and ship them to our address (provided in the authorization email). We recommend using a tracked shipping method.
  4. Processing: After we receive and inspect the item(s), we will process your refund or exchange within 3-5 business days.

Refund Timeline and Method

Refunds are issued to the original payment method:

  • Credit/Debit Cards (VISA, MasterCard, JCB): 5-10 business days after processing, depending on your bank.
  • PayPal: 3-5 business days after processing.

Note: Shipping costs are non-refundable unless the return is due to a defect or error on our part.

Exchanges

For exchanges (e.g., size or color change), we will ship the new item once the return is received and approved. Standard or free shipping rates apply to the new shipment based on order value.

Return Shipping Address

All returns should be sent to:

Shoes That Move
2820 Mount Olive Road
Atlanta, US 30303

Return Request Template

Use the template below to request a return or exchange via email:

Subject: Return/Exchange Request – Order #[Your Order Number]

Body:

Hello Shoes That Move Team,

I would like to request a [return/exchange] for my order #[Your Order Number].

Product Name: [Product Name]

Reason: [Please specify reason, e.g., size issue, defective item, etc.]

Preferred Action: [Refund / Exchange for (specify new size or product)]

I have read and agree to the returns policy. The item is unworn and in its original packaging.

Thank you,
[Your Full Name]
[Your Email Address]

For any questions, contact us at [email protected] (Monday-Friday, 9 AM-5 PM EST). We’re here to help!

Thank you for choosing Shoes That Move. We appreciate your trust and are committed to making your experience seamless and stylish.