Returns and Exchanges

Return and Exchange Policy

  • Returns and exchanges are accepted within 14 days of receiving your order—based on the in-store purchase date or the delivery date for online orders.
  • Items must be new and unused, in original packaging with tags, and include the receipt.
  • Shoes must be new, with no visible wear on soles or insoles, and returned in the original box. We cannot return shoes that have been worn outside. If you are unsure about fit, please test them out inside.
  • Final Sale items cannot be returned or exchanged. Please check the 'Product Info' tab for item-specific return policies.

Final Sale Items

The following items are final sale and not eligible for return or exchange:

  • Sale items or those purchased with a promotional discount code
  • Used or worn merchandise
  • Items marked FINAL SALE in the product description
  • Skincare products (e.g. Bodyglide, sunscreen, deodorant)
  • Opened nutrition products
  • Intimate items (e.g. undergarments)
  • Gift cards

Damaged / Incomplete Orders

If you receive your order and it is damaged or incomplete:

  • Please reach out to us through our within 7 days of order delivery.

  • Once we receive your request, we will do our best to get you a replacement item and will be in touch to let you know whether a replacement is available, and if not, what alternative options you have.

Defective Product

If you have purchased a product that you believe is defective:

  • Please reach out to us through our as soon as possible, and no later than within 30 days of purchase or order delivery.

  • Providing us with as detailed a description as possible and images will help to expedite our review process. Our team will review your request and follow-up with you by email.

Online Return / Exchange Process

To initiate a return or exchange:

  • Please reach out to us through our .
  • We will email you to let you know whether your return has been approved. We strongly recommend that you wait to hear from us before returning your product. We cannot guarantee a return until we have reviewed your request.
  • Package and mail your order. Shoes must be packaged in original packaging, and shoe boxes must be in original condition to receive a full refund. Customers are responsible for paying return shipping.
  • Once your return is received and inspected, we will send you an email to notify you that we have received your returned item and to confirm whether your refund has been approved.
  • If your refund is approved, it will be processed, and a credit will automatically be applied to your original method of payment.
  • Refunds are made to the original form of payment, and can take up to 10 business days for your bank or credit card to process your return / exchange.

Shipping Costs for Returns and Exchanges

  • Customers are responsible for paying return shipping costs.
  • Original shipping costs are non-refundable.
  • If you are exchanging an item, the time it takes for your exchanged product to reach you may vary based on your location.

Late or Missing Refunds

It can take up to 10 business days for your bank or credit card to process your return / exchange. If it has been more than 10 business days since we processed your refund, and you have not yet received your funds:

  • Please check your account again.
  • Contact your credit card company. It may take some time before your refund is officially posted.
  • Contact your bank. There is often some processing time before a refund is posted.
  • If you've done all of this and you still have not received your refund yet, please contact us at west4th@runasyouare.co.