FAQs
ShoeShock · Help Centre
Frequently Asked Questions
Everything about ordering, payment, delivery, exchanges and cancellations — in one place. If your question isn't answered here, message us on WhatsApp and we'll sort it out.
Products & Ordering
What does ShoeShock sell?
ShoeShock sells sneakers, casual shoes and everyday lifestyle footwear — built for daily wear and priced to be worn, not saved for occasions.
How do I place an order?
Pick your product and size on shoeshock.in, add it to your cart and complete checkout. You'll get an order confirmation on WhatsApp and email within a few minutes.
How do I choose the right size?
Every product page carries a size chart. If you are between two sizes, or your usual size differs across brands, message us on WhatsApp with your regular size and we'll tell you what fits best in that article. Getting this right the first time saves you an exchange.
Can I change my size or address after ordering?
Yes, but only before dispatch. Message us on WhatsApp with your order number as soon as possible. Once the parcel is handed to the courier, the address can't be changed and a size change becomes an exchange.
Payment
What payment methods do you accept?
Two options:
| Option | How it works |
|---|---|
| Prepaid | Pay the full amount online — UPI, cards, net banking or wallets. |
| Partial COD | Pay a ₹150 advance online, and the balance in cash to the delivery agent. |
Is full Cash on Delivery available?
No. Full COD is not available on ShoeShock. Every COD order needs the ₹150 advance paid online before we dispatch it. This keeps our return rate low, which is how we keep shipping free for everyone.
Is the ₹150 advance an extra charge?
No. It is adjusted against your order value. If your order is ₹1,299, you pay ₹150 online and ₹1,149 at delivery. The exact balance is printed on your packing slip.
Is the ₹150 advance refundable?
It is refunded in full if we cancel the order, or if the shipment fails to reach you because of a fault at our end. It is not refunded if you refuse a delivered parcel, if the address or number given was wrong, or if you were unavailable across the courier's delivery attempts.
Are there any hidden charges?
None. Shipping is free on every order, prepaid or partial COD. No handling, packaging or fuel charges. The amount at checkout is the amount you pay.
Shipping & Delivery
How long will my order take?
We dispatch within 1–2 business days. Delivery then takes 5–7 business days:
| Destination | After dispatch |
|---|---|
| Metro cities | 3–5 business days |
| Tier 2 & Tier 3 cities | 5–7 business days |
| Remote, hilly and North-East locations | 7–10 business days |
Orders placed after 1:00 PM are processed the next business day. Sundays and public holidays are not business days.
How do I track my order?
Once your order is dispatched we send the courier name and tracking number on WhatsApp and email. Tracking can take up to 24 hours to go live after dispatch.
Which courier do you use?
We ship through Shiprocket's courier network. If your pincode isn't serviceable by them, we send the order via India Post Parcel Service so it still reaches you.
My order is delayed — what should I do?
If your tracking hasn't updated for more than 48 hours, or the delivery window has passed, message us with your order number and we'll chase the courier and get back to you with a status.
The courier marked a delivery attempt, but nobody came.
This does happen. Tell us straight away with your order number — we'll raise it with the courier and get a reattempt scheduled. Please don't let it sit, because a shipment usually returns to us after three failed attempts.
Exchanges, Returns & Refunds
Do you accept returns and exchanges?
We work on a replacement-first policy. If you receive a wrong product, a wrong size, or a damaged or defective item, we replace it free of cost. We don't accept return-for-refund simply because you changed your mind.
How soon do I have to raise a claim?
Within 24 working hours of delivery, and the return tracking ID must reach us within 72 hours of delivery. Requests after these windows can't be processed.
Is an unboxing video really mandatory?
Yes — no exceptions. It must be one continuous, uncut clip that starts with the sealed parcel and a clear view of the shipping label, then shows the parcel being opened and the product taken out. Without this video we can't claim from the courier, so we can't process the replacement either.
Please film every unboxing. It takes thirty seconds and it is the single thing that decides whether a damage or wrong-product claim can be approved.
I just want a different size or colour. Is that possible?
Yes — once per order, subject to stock. You bear the one-way charge for sending the original back to us, and we ship the replacement out free. The 24-working-hour window and the unboxing video still apply, and the shoes must be unworn with tags and box intact.
Where the mistake was ours — wrong article, wrong size shipped or a damaged item — we pay the shipping both ways and you pay nothing.
When do I get a refund instead of a replacement?
When a replacement genuinely can't be sent — the correct size or article is out of stock and no suitable alternative works for you — or when we cancel your order. Refunds are initiated within 2 business days of inspection and reach your account in 5–7 business days.
How is a partial COD order refunded?
The ₹150 advance goes back to the payment method you used online, and any cash you had paid is refunded by UPI or bank transfer to details you share with us.
What condition does the product need to be in?
Unworn and unused with clean soles — try them indoors only — with all original tags, inserts and the original box. Please don't use the shoe box itself as the shipping carton or tape it up. Worn, washed or altered products are rejected on inspection.
What is not eligible?
- Claims raised after 24 working hours, or without a return tracking ID within 72 hours.
- Claims with no continuous unboxing video.
- Worn, used or damaged-after-delivery products, or products missing the box, tags or accessories.
- Clearance and final-sale items, where marked at the time of purchase.
- Minor batch variations in shade, lace, label or packaging — these are normal in footwear and are not defects.
Cancellations & RTO
Can I cancel my order?
Yes, any time before dispatch. A cancellation charge of ₹50 or 3.5% of the invoice value, whichever is higher, is deducted — this is the payment gateway fee, which isn't returned to us on a reversal.
If we haven't dispatched your order within 72 working hours of confirmation, you can cancel with no deduction at all.
Can I cancel after the order has shipped?
No. Once the courier has the parcel and an AWB is generated, the order can't be cancelled. Please accept the delivery, and if there's a real problem with the product, raise a claim under our Return & Refund Policy.
What if I refuse the parcel at the door?
Refusing delivery isn't a cancellation. The shipment comes back to us as an RTO, and:
- on a prepaid order, the refund is less the forward shipping, return shipping and cancellation charge;
- on a partial COD order, the ₹150 advance is not refunded.
Customers who repeatedly refuse COD shipments may have the partial COD option disabled on future orders.
Safety & Communication
Should I share an OTP with the delivery agent?
Never — unless you are actually collecting your parcel at that moment. ShoeShock will never call and ask you for an OTP, a UPI PIN, or card details. Anyone who does is not from ShoeShock.
How much should I pay the delivery agent?
Only the balance printed on your packing slip — never a rupee more. If an agent asks for extra, don't pay it, and message us immediately.
What if the parcel looks opened or tampered with?
Refuse the delivery and tell us right away. Once a tampered parcel is accepted it becomes very hard for us and the courier to settle a claim. If you have already accepted it, film the unboxing without stopping and send us the video.
Will you send me WhatsApp messages?
Yes — order confirmations, dispatch and tracking updates, and delivery-related support. By placing an order you consent to receiving these on WhatsApp, SMS and email. We don't sell your number or use it for unrelated marketing.
Contact
How do I reach a human?
ShoeShock Customer Support
Phone / WhatsApp: +91 84376 01202
Email: shoeshock.in@gmail.com
Support hours: 10:00 AM – 7:00 PM IST, Monday to Saturday
Please include your order number in the first message — it lets us pull up your shipment immediately instead of asking you for details.
Where are you located?
Shop No. 5, Near Wadala Chowk, Opposite Bilga Steel, Village Khurla, Jalandhar, Punjab – 144003, India.
This is our despatch and correspondence address, not a retail showroom — please don't travel here expecting to try on shoes.
Full terms are in our Shipping Policy, Return & Refund Policy and Cancellation Policy. Where this page and a policy page differ, the policy page applies.
Last updated: 2 September 2026