Your satisfaction is our foremost goal. We have made all possible efforts to make your shopping experience as delightful and the return process hassle free
What items can I return or exchange and in how much time?
- We offer returns and exchanges on majority of our catalogue items
- Hoogstore.com offer a simple and easy 7-day return policy to our customers. You can conveniently return or exchange an item within 7 days from the date of delivery.
All items to be returned or exchanged must meet the following conditions:
- All returned items must be unused and unwashed for hygiene reasons; and returned with original packaging and tags in place. Items without tags will not be accepted
- All original packaging of the product should still be intact, and no damage has been done to either the product or its packaging
– Shoes are completely unused, which means that there should not be any scratch or use marks on the sole or upper of the shoe
– They should be packed in the original packaging
– For return reasons please take great care when you first try on your shoes to avoid leather marking and other sole stains. If you are trying to assess the size/fit of the shoes, please walk on a carpet or a clean surface to avoid sole damages
- We reserves the right to do a thorough quality check of the product to ensure it is resalable before issuing a credit or exchanging the product
- Any returned item received by us that does not meet the above-mentioned conditions will not be accepted and will be returned to the customer at their expense. No amount will be reimbursed in this case
Items that cannot be exchanged or returned:
- Any item purchased on sale/discount/offer (including any third party offers) can only be exchanged, or returned for a store credit / gift voucher, and cannot be returned for a bank refund
- Items on sale of 30% and above, or from the clearance sale section cannot be either exchanged or returned
- Custom or bespoke items that are made to order with your specifications cannot be either exchanged or returned
- Items that are worn out or used and not returned in the original condition or packaging cannot be either exchanged or returned
- A maximum of 2 exchanges will be allowed per order. No further exchange / return request will be accepted after 2 exchanges
Defective or Damaged Products:
- If you happen to receive defective or damaged product(s), notify us on firstname.lastname@example.org within 24 hours of receiving the goods along with the pictures
- Any damages on arrival issue should be reported (via mail) within 48 hours / 2 days along with the pictures to investigate transit reasons with third party couriers
How do I initiate the exchange or return process?
- To process a return or exchange successfully, please re-pack the items to be returned with all the original packaging & tags that they were shipped with
- In case of an exchange: once the reverse pick up is successfully done from your end, the exchange would simultaneous be initiated. There are no return shipping charges or any other additional charges that you would have to pay
- In case of a return:
– Store Credit / Gift Voucher – The store credit / gift voucher is issued immediately after the reverse pick up is done and is issued for the entire amount paid for the order
– Bank Refund: After the returned product has been received at our warehouse and checked to ensure its resalable state, the refund will be processed within 7 business days.
- To initiate the exchange/return request you can fill out the Exchange/Return form by clicking here
- Once you have submitted the form, it may take up-to 24-72 hours to process the request. After communication with our support team, the reverse pick up will be done within 2-3 days and would take approximately 5-6 days for the product to be delivered back to our warehouse
What is a ‘store credit’?
- A store credit is “just like cash” and is issued to you as a special coupon or gift card via mail.
- The store credit does not have an expiry and can be used for any future purchases with no strings attached
**Note: Returning or exchanging for reasons other than product defect is a privilege offered to the customers. If any customer is found to be abusing this privilege, then Hoogstore Shoes FZE / Hoog Store Private Ltd holds the right to not accept any returns / exchanges from such customers