1. Return Period

Customers may request a return within 7 days after receiving their order.

Return requests must be submitted within this period with the relevant order details and customer contact information.

Items received after the return period may not be accepted unless there are specific circumstances requiring further review.

2. Eligible Items For Return

A return request may be accepted when all of the following conditions are met:

• The request is made within 7 days of delivery.
• The product has not been worn, used or altered.
• The footwear remains in its original condition.
• Original packaging, labels and included accessories are maintained.
• The product can be returned in a condition suitable for resale.

3. Items Not Eligible For Refund

Refunds may not be approved for items that:

• Show signs of wear, use, washing or damage after delivery.
• Are returned without original packaging or included accessories.
• Have been modified, repaired or altered after purchase.
• Are returned after the 7-day return period without prior communication.
• Cannot be accepted due to the condition of the returned product.

4. Size Selection And Product Choice

Customers are encouraged to carefully review available product details and size information before placing an order.

A size exchange or return request may be considered when products meet the return requirements described in this policy.

Incorrect size selection made by the customer does not affect the requirement that returned items must remain unused and in original condition.

5. First Return Shipping Support

For the first approved return or exchange request, Whitby Footwear will provide complimentary return shipping support.

Customers should contact our service team before sending any item back. Unapproved returns may not be processed correctly.

6. Additional Return Requests

For any further return or exchange requests from the same customer, return shipping arrangements will be reviewed individually.

Depending on the circumstances of the request, customers may be responsible for related return shipping costs.

7. Refund Review Process

After a returned item is received, Whitby Footwear will inspect the product condition before confirming whether the refund requirements have been met.

The review process normally takes 3–5 working days after the returned parcel arrives.

8. Refund Processing Time

Once a refund has been approved, the refund will be processed to the original payment method.

• Refund processing by Whitby Footwear: within 3 working days after approval.
• Customer account update time: normally 5–10 working days depending on the customer’s financial institution.

The total time for funds to appear may vary depending on individual account processing procedures.

9. Partial Or Unapproved Returns

If returned products do not meet the conditions stated in this policy, Whitby Footwear may contact the customer with further information before making a final decision.

Items that do not meet return requirements may not qualify for a refund.

10. Delivery Charges And Refunds

Eligible product refunds will be reviewed based on the condition of returned items and the circumstances of the request.

Additional delivery-related costs may be considered separately depending on the return situation.

11. Contact Information