ShoeShock · Policies

Cancellation Policy

Orders can be cancelled until they are handed over to the courier. This page explains the window, the charges and how the ₹150 partial COD advance is treated.

---

1. Before your order is dispatched

You may cancel your order at any time before it is handed over to the courier. A cancellation charge of ₹50 or 3.5% of the total invoice value, whichever is higher, is deducted from the amount refunded to you.

This charge covers the payment gateway fee, which is not returned to us when a payment is reversed, along with the packing and processing already carried out on your order.

2. When no cancellation charge applies

If we have not picked or dispatched your order within 72 working hours of order confirmation, you may cancel it with no deduction whatsoever — the full amount paid, including the ₹150 partial COD advance, is refunded to you.

3. After your order is dispatched

Once a shipment has been handed over to the courier and an AWB number has been generated, the order cannot be cancelled. Please accept the delivery and, if there is a genuine problem with the product, raise a request under our Return & Refund Policy.

Order type	What happens if it is refused or returned after dispatch
Prepaid	The refund is processed after the parcel reaches us, less the forward shipping cost, the return shipping cost and the cancellation charge.
Partial COD	The ₹150 advance is not refundable once the order has been dispatched, including where the parcel is refused at the doorstep or returns to us undelivered.

4. Refusing delivery is not a cancellation

Refusing a parcel at the door, or being unavailable across the courier's delivery attempts, is not the same as cancelling an order. In these cases the shipment returns to us as an RTO, and the deductions in section 3 apply.

5. Cancellation by ShoeShock

We may cancel an order — in full or in part — where:

• the item is out of stock or a stock or pricing error has occurred;
• the delivery address or pincode is not serviceable;
• the order could not be verified over a call or WhatsApp;
• we detect a suspected fraudulent, duplicate or bulk-resale order.

If we cancel an order, the entire amount you have paid — including the ₹150 advance — is refunded in full, with no deduction of any kind.

6. Refund timeline for cancellations

• Refunds on cancellations are initiated within 2 business days of the cancellation being confirmed.
• The amount reaches your account in 5–7 business days, depending on your bank or payment provider.
• Prepaid amounts are refunded to the original payment method. Where a refund to the original method is not possible, we refund by UPI or bank transfer to the details you share with us.

7. Changes to an order

Changes to the size, article or delivery address can be requested only before dispatch. Write to us as soon as possible with your order number. Once the shipment is dispatched, no changes are possible and a size change must be handled under our Return & Refund Policy.

8. How to cancel

Send us a WhatsApp message or call us on the number below with your order number and the reason for cancellation. Requests sent through any other channel may not reach us in time to stop a dispatch.

9. Scope of this policy

This policy covers cancellations only. Issues with an order that has already been delivered — wrong product, wrong size, damage or a defect — are covered by our Return & Refund Policy. Delivery timelines and charges are covered by our Shipping Policy.

---

Contact us

Last updated: 2 September 2026