At New Shoe Shop, we want every step in our shoes to feel perfect. If they don’t fit quite right or aren’t what you expected, we’re here to help with our hassle-free returns process.

Our Return Policy

We accept returns and exchanges within 15 days of delivery for most items. To be eligible:

  • Items must be unworn, in original condition
  • Original packaging and tags must be included
  • A proof of purchase is required
Note: For hygiene reasons, we cannot accept returns on thong sandals and one-strap sandals unless they are defective. All kids’ footwear is eligible for returns.

How to Return or Exchange

Follow these simple steps:

  1. Initiate your return: Email us at [email protected] with the subject “Return Request” and include:
    • Your order number
    • Item(s) you wish to return/exchange
    • Reason for return
    • Whether you want a refund or exchange
  2. Wait for approval: We’ll respond within 1 business day with return instructions
  3. Package your items: Securely pack the items in their original packaging
  4. Ship your return: Send the package to our warehouse at:
    New Shoe Shop Returns
    1197 Summit Street
    WALTON, US 67151

Return Shipping

Customers are responsible for return shipping costs unless the item is defective or incorrect. We recommend using a trackable shipping service.

Refund Process

Once we receive and inspect your return:

  • Timing: Refunds are processed within 3-5 business days
  • Method: Refunds will be issued to your original payment method (Visa, MasterCard, JCB, or PayPal)
  • Shipping costs: Original shipping fees are non-refundable

Note: Depending on your bank, it may take 5-10 business days for the refund to appear on your statement.

Exchange Process

For exchanges:

  1. Follow the standard return process
  2. Clearly indicate the replacement item(s) you want
  3. We’ll ship your new items once we receive the return
  4. You’ll be responsible for any price difference and additional shipping costs

Return Request Template

Use this template to request a return or exchange:

Subject: Return Request – Order #[Your Order Number] Dear New Shoe Shop Team, I would like to request a [return/exchange] for my recent order #[Your Order Number]. Items to return: – [Product Name], Size: [Size], Color: [Color] – [Product Name], Size: [Size], Color: [Color] Reason for return: [Please specify – e.g., wrong size, defective item, etc.] I would like to: [ ] Receive a refund to my original payment method [ ] Exchange for: [Product Name], Size: [Size], Color: [Color] Please let me know the next steps at your earliest convenience. Best regards, [Your Full Name] [Your Email Address] [Your Phone Number – optional]

Damaged or Defective Items

If you receive a damaged or defective item:

  • Contact us within 3 days of delivery
  • Include photos of the damage/defect
  • We’ll arrange a free return and replacement

Questions?

Our customer service team is happy to help with any return questions. Contact us at [email protected].

We stand behind our comfort footwear and want you to be completely satisfied with your purchase from New Shoe Shop.