Refund policy

Your satisfaction with our footwear is our top priority. If your shoes do not fit perfectly or meet your stylistic expectations, we provide a structured 30-day return and exchange window.

1. 30 Day Return Window

You have exactly 30 days from the verified delivery date of your package to initiate a return or size exchange request. Requests submitted after this 30-day timeframe cannot be processed for refunds or store credits.

2. Return Eligibility Criteria

To ensure a successful return process, all returned footwear must adhere strictly to the following conditions:

  • Shoes must be completely unworn, unwashed, and in pristine condition, with no visible outdoor creasing, soil, or wear on the outsoles.

  • Products must be returned within their original packaging, including the original structural shoe box, protective tissue inserts, and all attached brand tags.

  • A valid proof of purchase (such as your relxfeetshoes.com order number or order confirmation email) is mandatory.

3. Allocation of Return Shipping Fees

  • Customer Remorse / Size Exchanges: If you request a return due to personal preference, a change of mind, or choosing an incorrect size, the customer is responsible for procuring the return shipping label and covering the associated postage fees.

  • Defective, Damaged, or Incorrect Items: If you receive damaged shoes or an incorrect size/style due to our fulfillment error, relxfeetshoes.com will cover 100% of the return costs. 

  • Restocking Fee: We do not charge any restocking fees for eligible returns.

4. Designated Return Location

Please do not send any return without prior authorization. After your return request has been approved, our customer support team will provide the applicable return instructions and return destination by email. Returns sent without authorization may not be accepted.

5. Step-by-Step Return Process

  1. Submit a Request: Contact our support desk at Support@relxfeetshoes.com stating your full name, order number, and specific reason for return (or the new size required for an exchange).

  2. Receive Authorization: Our team will review your ticket within 24–48 hours and send official return instructions along with an authorization reference.

  3. Pack and Ship: Securely pack the footwear in its original packaging and follow the return instructions provided by our customer support team. We strongly recommend using a trackable shipping service.

  4. Provide Tracking: Email your return tracking number to our support desk so we can actively monitor and expedite your processing.

6. Inspection Guidelines & Refund Timelines

  • Quality Inspection: Once your returned footwear is received, it will undergo a quality inspection within 2–5 business days.

  • Notification: We will issue an email notifying you whether your return has been approved or rejected based on its physical condition.

  • Refund Issuance: Once approved, a refund is immediately generated back to your original mode of payment. Please allow 5–7 business days for the credit to reflect on your financial statement, depending on your bank's processing speeds.

7. Order Cancellation Policy

Order modifications or cancellations can only be accommodated within 2 hours of order placement by emailing Support@relxfeetshoes.com. Once an order enters the fulfillment process or is handed to a courier, it cannot be edited or canceled, and the standard 30-day return procedure must be followed after delivery.

8. Customer Support Contact

For all inquiries or guidance regarding our policies, please reach out via:

  • Customer Support Email: Support@relxfeetshoes.com

  • Address: Room 1405A, 14/F, Belgian Bank Building, 721-725 Nathan Road, Mong Kok, Hong Kong