At New Shoe Shop, we’re committed to making your shopping experience as comfortable as our footwear. Below you’ll find all the details about our shipping options and hassle-free return process.

Shipping Information

Order Processing

We process all orders within 1-2 business days (excluding weekends and holidays). You’ll receive a confirmation email with tracking information once your order ships.

Shipping Options

We offer two convenient shipping methods to customers worldwide (excluding some Asian regions and remote areas):

  • Standard Shipping ($12.95)
    • Carrier: DHL or FedEx
    • Delivery time: 10-15 business days after shipment
    • Includes tracking
  • Free Shipping (Orders over $50)
    • Carrier: EMS
    • Delivery time: 15-25 business days after shipment
    • Includes basic tracking

Note: Delivery times are estimates and may vary depending on your location and customs processing. We’re not responsible for delays caused by customs or other factors beyond our control.

Accepted Payment Methods

We accept: Visa, MasterCard, JCB, and PayPal for your convenience.

Returns & Exchanges

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 and in original condition
  • Original packaging and tags must be included
  • A proof of purchase is required

Important Exceptions: 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

  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:
    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:

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

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

Need Help?

Our customer service team is happy to help with any shipping or 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.