RETURNS & EXCHANGES

Orders placed after 15th November can be returned/exchanged until Friday the 24th January 2020. Read more about our Christmas policy here.

You have 30 days right of return when you shop online at SHOE THE BEAR. Your return right starts at the receipt of the goods. Upon return, the return cost is held by the customer. We recommend that you send the return parcel as insured package, in case of lost goods.

Please return the package in the same condition as you received it in. Please enclose your receipt and the completed return form for why you want to return your good(s).

How to make a return:
 
1. All returns must be sent to the following address.

Prime Cargo USA Inc.
2105 W Corporate Drive, Unit B
Addison, IL 60101
(Write "RETURN PARCEL / WEBSHOP" on the parcel)
Phone: +1 630 230 6432


Note: We do not accept any liability for the return package before it is in our possession.

2. Drop the return parcel in your local postal office.

3. Once we have received the parcel and reviewed for its content, the amount will be credited to the account used for the purchase. 



When do I get my money back?
 

Once we have received your return parcel, the refund process will take place within 3 business days. We will check the parcel for its contents and refund you the full amount you have paid to us upon purchase (excluding the original shipping cost). The amount is always transferred to the same account as you used for the purchase. Please note that refunds can take up to 14 business days to show in your account due to varying processing times between payment providers, we therefore kindly ask for your patience.



I want to make an exchange

If you want to exchange your item to another size or color, we kindly ask you to place a new order here on the website, which will be sent to you as soon as possible. As soon as we receive your return parcel, we will credit the full amount to the credit card used for the purchase.



I want to make a complaint regarding my shoes

Should you have any complaints regarding missing, wrong or damaged items, please contact us at online@shoethebear.com. We kindly ask you to provide us with your documentation of the purchase, together with pictures and a short description of the claim cause.

* Foot length measured in CM