Refund policy

We want you to get the right pair. If something is wrong with your order, we replace it. A refund is issued when a replacement is genuinely not possible.

Raise request within
24 working hours 		Send tracking ID within
72 hours
Unboxing video
Mandatory 		Refund timeline
5–7 business days

1. Our approach — replacement first

ShoeShock works on a replacement-first policy. If your order arrives wrong, damaged or defective, we send you a replacement free of cost. A refund is issued only when a replacement cannot be sent — for example, when the correct size or article is out of stock and no suitable alternative is available.

We do not offer return-for-refund simply because you changed your mind after delivery.

2. When you are eligible

You can raise a replacement request if:

  • a wrong product was shipped to you;
  • a wrong size was shipped — that is, a size different from the one on your order;
  • the product is damaged, defective or has a manufacturing fault; or
  • the parcel arrived tampered with or with an item missing.

Minor differences in the label, lace colour, box, packaging or shade — the kind that occur naturally between production batches — are not treated as defects and do not qualify for replacement.

3. Unboxing video — mandatory

An unboxing video is compulsory for every replacement or refund claim. Without it, the claim cannot be processed.

  • The video must be continuous and uncut — no pauses, edits or joined clips.
  • It must start with the sealed parcel and a clear view of the shipping label.
  • It must show the parcel being opened and the product being taken out, with the article, size and any damage clearly visible.

Please refuse delivery of any parcel that looks opened, resealed, torn or tampered with, and inform us immediately. Once a tampered parcel is accepted, it becomes difficult for us and the courier to settle the claim.

4. Timelines

Step Deadline
Raise your replacement or refund request with us Within 24 working hours of delivery
Ship the product back and share the return tracking ID Within 72 hours of delivery
Report a tampered, damaged or short shipment Within 24 working hours of delivery

Requests received after these windows are not accepted, and requests without a return tracking ID within 72 hours are closed automatically.

5. Condition of the product

The product being returned must be:

  • unworn and unused, with clean soles — try the pair on indoors only;
  • complete with all original tags, labels, dust bags, inserts and the original box; and
  • packed so that the shoe box itself is not used as the shipping carton or damaged with tape.

Products that are worn, washed, altered, damaged after delivery, or returned without their original packaging are rejected on inspection and sent back to the customer at the customer's cost.

6. Size or colour change (customer preference)

If the correct item was delivered but you would like a different size or colour, we accommodate it as follows:

  • Allowed once per order, subject to stock availability.
  • The one-way charge for sending the original item back to us is borne by you. We ship the replacement out to you at no charge.
  • The request must still be raised within 24 working hours of delivery, with the unboxing video and the product in unworn condition.
  • If the requested size or colour is unavailable, we will offer an alternative or process a refund as per section 7.

Where the error was ours — wrong product, wrong size shipped, or a damaged item — we bear the entire shipping cost both ways. You pay nothing.

7. Refunds

A refund is processed when a replacement cannot be sent, or when we cancel an order at our end. Once the returned product reaches us and passes inspection:

  • The refund is initiated within 2 business days of inspection.
  • The amount reaches your account in 5–7 business days, depending on your bank or payment provider.
  • Prepaid orders are refunded to the original payment method.
  • For partial COD orders, the ₹150 advance is refunded to the original payment method and any cash amount already paid is refunded by UPI or bank transfer to details you share with us.

8. The ₹150 partial COD advance

The ₹150 advance paid at checkout is adjusted against your order value. It is refundable only if the order is cancelled by us, or if the shipment is not delivered due to a fault at our end.

It is not refundable if a delivered shipment is refused at the doorstep, if the parcel returns to us because the address or phone number given was incorrect or unreachable, or if you were not available across the courier's delivery attempts.

9. Order cancellation

Cancellation requests are accepted only before the order is dispatched. Once the shipment leaves our warehouse it cannot be cancelled, and it must be handled through the replacement process above. If we cancel an order at our end for any reason, the full amount paid — including the ₹150 advance — is refunded.

10. What is not eligible

  • Requests raised after the 24-working-hour window, or without a return tracking ID within 72 hours.
  • Claims without a continuous, uncut unboxing video.
  • Products that are worn, used, washed, altered or damaged after delivery.
  • Products returned without the original box, tags or accessories.
  • Items bought in a clearance or final-sale category, where marked at the time of purchase.
  • Minor batch variations in colour shade, lace, label or packaging.
  • Free gifts and promotional items received with an order.

11. Unclaimed returns

If a returned product is rejected on inspection, or if reshipping charges are applicable and remain unpaid, we hold the product for 10 days from the date we inform you. Products not claimed within this period are disposed of, and no further claim will be entertained.

12. How to raise a request

Send us a WhatsApp message or an email with:

  • your order number;
  • the unboxing video; and
  • photographs of the product, the tag and the shipping label.

Our team will confirm eligibility and share the return address and next steps. Please do not ship anything back before receiving this confirmation from us — unapproved returns cannot be traced or processed.

Contact us

ShoeShock Customer Support
Phone / WhatsApp: +91 84376 01202
Email: shoeshock.in@gmail.com
Support hours: 10:00 AM – 7:00 PM, Monday to Saturday

Last updated: 2 September 2026