Return & Exchange Policy
We want you to be fully satisfied with your purchase. If a product does not meet your expectations, we offer a straightforward return and exchange process.
Our policy is valid for 30 days from the date of delivery. If 30 days have passed since your order was delivered, we unfortunately cannot offer a refund or exchange.
Please note that this policy applies to orders shipped to the United States, Canada, and Europe.
Exchanges
We offer complimentary exchanges for a different size or color of the same style. Return shipping costs for all exchange requests are fully covered by us to ensure you find the perfect fit.
Returns
If you prefer to return your item for a refund to your original payment method, a flat return shipping fee of $7.99 will be deducted from your final refund amount. Please note that original shipping fees are non-refundable.
Condition of Returned Items
To be eligible for a return or exchange, footwear must be unworn, in pristine condition, and show no signs of outdoor wear. We highly recommend trying shoes on indoors on a clean, carpeted surface.
Because we operate with an automated fulfillment center, strict condition guidelines apply:
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The original shoebox is considered an integral part of the product.
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The shoebox must be placed inside a separate shipping box or poly mailer before returning.
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Returns received with shipping labels or tape attached directly to the original shoebox, or with a damaged or missing shoebox, will be rejected by our facility and returned to you without a refund.
Final Sale
Items marked as "Final Sale" or purchased during specific clearance events are not eligible for returns or exchanges.
Defective or Incorrect Items
If you receive a damaged, defective, or incorrect item, please do not initiate a standard return. Contact our client services team immediately at Support@tuopinshoes.com. Please include your order number and clear photographs of the issue. Our team will evaluate the case and provide a tailored resolution.
How to Start a Return or Exchange
To start a return or exchange, please contact us at Support@tuopinshoes.com or submit the Contact Us form within 30 days of delivery.
Please include your order number, the email address used at checkout, the item(s) you want to return or exchange, and the reason for the request.
Our support team will review your request and send return instructions by email if your order is eligible. Please do not send any item back before receiving our return instructions. Returns sent without prior authorization may not be accepted.
For eligible returns from the United States, Canada, and Europe, a flat $7.99 return shipping fee will be deducted from your refund.
Once your return is received and inspected, please allow 5-7 business days for the refund to be processed to your original payment method. Your bank or payment provider may require additional time to post the refund.
Rejected Returns
If a returned item fails our inspection (e.g., shows signs of wear, damaged shoebox, missing components), the refund will be denied. The customer will be responsible for the shipping costs to have the item sent back to them. If the return shipping fee is not paid within 14 days of notice, the item will be responsibly disposed of.
Transit Liability
We are not responsible for return packages that are lost or stolen in transit. We strongly advise all customers to obtain and keep a physical drop-off receipt from the carrier until the refund has been successfully processed.
Order Cancellations & Modifications
To ensure fast delivery, our fulfillment center processes orders immediately. Therefore, we can only accept cancellation or modification requests within 12 hours of order placement. Once an order has been processed or shipped, it cannot be canceled and must be treated as a standard return.