Refund policy


RETURN POLICY


You have 30 days to return your goods when shopping online at SHOE THE BEAR. Your return right starts at the receipt of the goods. If you wish to change the item or return the item, you must complete this return note and follow the instructions. If you would like a new item, you must submit a new order.

Upon return, drop the parcel off at the nearest post office and write down your tracking number.

Please note that the return shipping costs will not be reimbursed and parcels must be sent to the warehouse return address, never to parcel shops, it is not possible for us to pick up return packages at a parcel shop.

You must attach a copy of the order confirmation or other evidence of your purchase. Additionally, it will facilitate the processing, if you attach a completed return form

 

Return procedure:

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).


 
1. All US and Canadian returns must be sent to the following address.

Wear The Best Fulfillment and Logistical Services
4279-J Crosspoint Dr.
Ladson, South Carolina
29456
United States
(Write "RETURN PARCEL / STB WEBSHOP" on the parcel)
Email: online@shoethebear.com

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. 

Please contact us at online@shoethebear.com in advance, if you want to change the item to a different size, color etc. In this way we can immediately order the new item in our warehouse.

REFUNDS

When we receive the goods, we will check for their contents and refund you the full amount you have paid to us upon purchase (excluding the 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 working days to show in your account due to varying processing times between payment providers. Please contact us at online@shoethebear.com, if the refund takes more than the expected time frame. 

IMPORTANT

You may lose your purchase amount, in whole or in part. This happens if the product is impaired because:

- You have actually taken the goods in use
- It has been damaged while you were responsible for it
- You have handled the goods otherwise than was necessary in order for you to determine the nature, characteristics, and the way they operate
- You have not followed the restrictions on the right of withdrawal resulting from sealing, product type, etc.

CLAIMS - IF THERE IS A PRODUCTION ERROR 

Your purchase is covered by the Danish Sale of Goods Act, including lack rules. This means, that the consumer has 24 months warranty, that you can either have a faulty product repaired or replaced, refund, or reduction in price, depending on the specific situation. Of course, it is a requirement that the complaint is justified and that the defect is not caused by incorrect use of the product or other injurious behavior.

In January 2016 a new legislation in relation to the Consumer Complaints Act was adopted. We strongly suggest you contact us in advance to solve any complaints, but in case there is a dispute we can't solve. We refer to the EU commission's home page - Online Dispute Resolution http://ec.europa.eu/consumers/odr/

Should you have any complaints regarding missing, wrong, or damaged items, please submit a claim through the below link:

SUBMIT CLAIM


We kindly ask you to provide us with your documentation of the purchase, together with pictures and a short description of the claimed cause when you submit the claim. This will shorten the process of handling the claim.

Our customer service team will get back to you as soon as possible with a conclusion and instructions on how to proceed.

You must complain within a "reasonable time" after you have discovered the defect. We recommend that you contact us as soon as possible, and within 2 months after the defect was discovered.