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You can submit your request by filling out the order number and email address on the returns portal: returns

You must provide clear pictures of the shoe soles. This will help us better understand the condition of the item and process your return more efficiently, since it will go under review. Our Customer Service team will review your request, and you should receive a response within two business days. Please note that we reserve the right to deny returns that do not meet our eligibility criteria (charge, deny, and block the refund).

You can choose between FedEx and Happy Return as the Return Method:

• FedEx: you’ll receive a return label. Afterwards, you’ll print the label and return the package at the closest FedEx location.
• Happy Returns: you’ll receive a QR code by the end of the return request. Upon receiving the QR code, you’ll need to drop the package off at the closest location, which will be indicated on the return portal. Once you have the designated location to drop off your package, scan the QR code.

You’ll have the option between different outcoming methods, when eligible:

• Exchange
• Refund

Please note: Items discounted over 49% are final sale. Discounts between 21% and 49% are eligible for exchange only.

The return request for ‘damage’ or ‘deficiency’ must be requested within ninety (90) days from the order delivery date.

In the case of a damaged item, the customer must send photos to our Customer Service department or include them on the return request so that they can be analyzed.

Only unworn items can be returned. The shoes must be in perfect condition, in the original box, unwashed, undamaged, and with all the original tags attached.

Upon receiving your return, our team will inspect the item to ensure it meets the return eligibility criteria. Please note that we reserve the right to deny returns that do not meet these criteria.

Items purchased as part of limited-time offers, such as but not limited to discount codes, are eligible for exchange only and will be tagged/advertised as it.

Full-priced item

SCHUTZ will gladly exchange or issue a refund for a full-price item according to the information below:

Returns within 14 days after delivery for full-priced items can be requested for a refund or exchange for free.

Returns between 15 and 30 days after delivery for full-priced items are eligible for refund but will have a return charge of $6.99.

Discounted Items

Regarding discounted items considered as exchange only, we will gladly exchange them within 30 days of delivery.

Items considered FINAL SALE are NOT eligible for exchanges or refunds. The information can be advertised on the promo banner and/or on our site, along with the information on the product description. This is not a must, since the criteria is upon Schutz policies.

*CLEARANCE AND FINAL SALE

Sale items indicated as FINAL SALE are NOT eligible for exchanges, refunds, or price adjustments. If an item is part of the CLEARANCE page, but not limited to, it will follow this policy. The information can also be advertised on the promo banner and/or on our site or the product description.

Updated on 15/12/2023

International orders are not eligible for exchanges and can only be refunded.

Orders originally shipped outside of the U.S approved to be returned have two options when shipping back to our U.S warehouse:

• Courier of your choice: You may ship the goods back to our warehouse with the courier of your choice. We will provide the necessary shipping documents to be included with your package. Shipping charges will need to be paid directly to the courier when shipping, which Schutz DOES NOT take responsibility for. You’ll have to inform our Customer Service team which courier was used and provide the return’s tracking number.
• Schutz label: You can choose to ship the package back to our U.S warehouse using DHL with our discounted rates. If this option is selected at the time the return is requested, we will provide you with a return label. Upon receiving and processing your return, return shipping charges will be deducted from your refund. Please note that all international duties and taxes are non-refundable.

After requesting a return on our Return Portal, if approved, you will receive the label or QR code according to the return method chosen. You will have 15 days to return the shoes.

FedEx: you’ll receive a return label. Afterward, you’ll print the label and return the package at the closest FedEx location.

Happy Returns: you’ll receive a QR code by the end of the return request. Upon receiving the QR code, you must drop the package off at the closest location, which will be indicated on the return portal. Scan the QR code once you have the designated location to drop off your package.

SCHUTZ will gladly proceed with these options if the item is eligible. When applicable, the return will have a cost. Click here to read about the return policy.

Exchanges

- You’ll be able to choose between Instant Exchange or Standard:

Instant: the exchange order will be instantly placed once the return request is submitted. It will have a pre-charge of $1, and as long as you return the shoe within 18 days, this charge will be instantly released. If not, the price will be fully charged to be card added. After the order is placed, it will be shipped within 24-48 business hours (orders are processed from Monday to Friday – excluding holidays

Standard: the exchange order will be placed within 3 to 5 days after the product returns to our warehouse. After the order is placed, it will be shipped within 24-48 business hours (orders are processed from Monday to Friday – excluding holidays.

- The exchange for another size can be carried out even when the price changes on the exact same item (same style and color).

If the style requested on the exchange is no longer available, we will issue a refund or a Gift Card instead.

- Exchanges can be processed for*:

Same item, different size;

Different item, higher price;

Different item, lower price;

Exactly the same value paid for the returned item at the moment it was requested;

- Each eligible item can only be exchanged once;

- International orders are not eligible for exchanges;

- EXCHANGE ORDERS are not eligible for refunds to the original form of payment;

- Items considered FINAL SALE are NOT eligible for exchanges or refunds. The information will be advertised on the promo banner and/or on our site, and the information will be on the product description.

*orders might have a return charge according to the policy they are under.

Refunds

- All refunds will be credited to the original form of payment;

- Items purchased as part of limited-time offers (discounted items) are eligible for exchange only. The information will be advertised on the promo banner on our site, and the item will be tagged as ELIGIBLE FOR EXCHANGE ONLY.

- Items considered FINAL SALE are NOT eligible for exchanges or refunds. The information can be advertised on the promo banner and/or on our site, along with the information on the product description. This is not necessary, since the criteria is upon Schutz policies.

- We advise that due to our payment provider rules, we are permitted to process refunds within 60 days from the purchase date;

- Shipping charges are non-refundable unless the return is the result of a manufacturing defect or any other, which SCHUTZ is responsible for.

- The refund of the amount will be processed from 3 to 5 days after the product is returned to our warehouse;

Please note: Items discounted over 49% are final sale. Discounts between 21% and 49% are eligible for exchange only.

Items purchased as part of limited time offers and overall sales are eligible for exchange only.*

Items considered FINAL SALE are NOT eligible for exchanges or refunds.*

*The information can be advertised on the promo banner and/or on our site, along with the information on the product description. This is not mandatory, since the criteria is upon Schutz policies.

Returns requested within 14 days after delivery: You can choose a refund or exchange for an item valued at the same price or less.

Returns requested between 15 and 30 days after delivery: Are eligible for exchange only.

The item must be returned with the receipt and in its original packaging.

Credit card purchases will be returned to the original card of payment.

Cash purchases will be eligible for an exchange of equal or greater value only.

A one-time price adjustment may be made within seven days of the original purchase date with the original receipt.

All worn and sale items are FINAL SALE.

Exchange orders are not eligible for sale offers, such as but not limited to discount codes.