Vionicshoen Refund Policy

At Vionicshoen, we want you to be fully satisfied with your purchase of our men’s and women’s sandals and boots. If you need to request a refund, this policy outlines the eligibility requirements, process, and timeline to ensure a smooth and transparent experience.

1. Eligibility for Refunds

To qualify for a refund, your return must meet the following criteria:

  • Timeframe: The request must be initiated within 30 days of the delivery date of your order. Refund requests submitted after this period will not be accepted.
  • Item Condition: The sandals or boots must be in their original, unworn, and undamaged condition. They must include all original tags, packaging, and accessories (e.g., dust bags, extra shoe inserts) that came with the product. Items showing signs of wear (e.g., scuffed soles, stretched straps, damaged leather), alterations, or improper care will not be eligible for a refund.
  • Valid Proof of Purchase: You must provide your original order number (found in your order confirmation email) when requesting a refund.
  • Exceptions: Final-sale items (clearly marked on product pages, such as seasonal clearance sandals or limited-edition boots) are non-refundable. Custom or personalized items are also non-refundable unless they arrive with a manufacturing defect.

2. How to Request a Refund

Follow these steps to initiate a refund for your Vionicshoen purchase:

  1. Contact Customer Service: Send an email to [email protected]. In the email, include:
  • Your full name and shipping address (matching the one on your order).
  • Your order number.
  • The name and size of the sandals/boots you wish to return for a refund.
  • A brief reason for the refund (e.g., “wrong size”, “style not as expected”, “manufacturing defect”).
  • For defective items: Attach clear photos of the defect (e.g., broken zipper on boots, torn strap on sandals) to help our team assess the issue.
  1. Receive Return Instructions: Our customer service team will respond within 1–2 business days. If your refund request is approved, we will send you a prepaid return shipping label and detailed instructions on how to package and send the item back to us.
  2. Ship the Item: Package the eligible sandals/boots securely (using the original packaging if possible) and attach the prepaid return label. Drop off the package at the designated shipping carrier location. Keep the tracking number for your records—this helps monitor the return delivery.
  3. Our Inspection: Once we receive your returned item (typically 3–5 business days after you ship it), our team will inspect it to confirm it meets the refund eligibility criteria.

3. Refund Processing & Timeline

  • Inspection Outcome: If the item passes inspection, we will approve the refund and initiate the payment process within 1–2 business days of inspection. If the item fails inspection (e.g., it is worn or missing parts), we will notify you via email and return the item to you at your expense—no refund will be issued.
  • Refund Method: Refunds will be processed to the original payment method used for the purchase. For example:
  • If you paid with a credit/debit card, the refund will be credited back to that card.
  • If you paid via PayPal, the refund will be sent to your PayPal account.
  • Timeline for Funds to Appear: The time it takes for the refund to reflect in your account depends on your financial institution or payment provider. Typically, refunds take 5–7 business days to appear, but in some cases (e.g., international payments), it may take up to 10 business days. We do not control the processing speed of your bank or payment provider.

4. Refund Amounts

  • Full Refunds: For eligible items that meet all criteria, you will receive a full refund of the purchase price of the sandals/boots. This does not include the original shipping cost (unless the refund is due to a mistake on our part, such as sending the wrong size/style or a defective item).
  • Partial Refunds: Partial refunds may be issued in rare cases, such as if an item is returned with minor missing accessories (e.g., a lost dust bag) but is otherwise in eligible condition. The amount of the partial refund will be determined by our team and communicated to you before processing.

5. Special Cases

  • Incorrect or Defective Items: If you receive sandals or boots that are the wrong size/style (due to our error) or arrive with a manufacturing defect, we will provide a full refund (including the original shipping cost) and cover the return shipping cost. Follow the same refund request process outlined above, and be sure to note the error or defect in your email.
  • Lost or Damaged Returns: If the returned item is lost in transit (per the shipping carrier’s tracking information) or arrives damaged due to improper handling by the carrier, we will work with the carrier to resolve the issue. If the item cannot be recovered or is damaged beyond repair, we will still process your refund once we confirm the loss/damage with the carrier.
  • Cancelled Orders: If you cancel an order before it has been processed or shipped (contact us within 24 hours of placing the order), we will issue a full refund to your original payment method within 1–2 business days of cancellation. If the order has already been shipped, you will need to follow the standard refund process once you receive the item.

6. Contact Us for Refund Questions

If you have any questions about our refund policy, need help with your refund request, or want to check the status of a pending refund, please contact our customer service team at [email protected]. We are available Monday–Friday, 9:00 AM–5:00 PM (PST) and will assist you promptly.

By purchasing from Vionicshoen, you acknowledge that you have read and understood this Refund Policy and agree to its terms and conditions.