At New Footwear Store, we want you to be completely satisfied with your footwear and accessories purchase. If for any reason you’re not happy with your order, we offer a straightforward returns and exchanges process within 15 days of receiving your items.

Eligibility for Returns & Exchanges

To be eligible for a return or exchange, your item must:

  • Be in its original condition (unworn, unwashed, with tags still attached)
  • Be in the original packaging
  • Include all accessories and documentation that came with the product
  • Have proof of purchase (order number or receipt)

Important Note:

For hygiene reasons, we cannot accept returns or exchanges on:

  • Footwear that shows signs of wear (scuffed soles, dirt marks, etc.)
  • Personalized or custom-made items
  • Items purchased during clearance or final sale events (these will be clearly marked)

Return & Exchange Process

Step 1: Initiate Your Return/Exchange

To begin the process, please email our customer service team at [email protected] within 15 days of receiving your order. Use the following template to ensure we have all necessary information:

Subject: Return/Exchange Request – Order #[Your Order Number] Dear New Footwear Store Customer Service, I would like to request a [return/exchange] for my recent order #[Your Order Number]. Details of item(s) to be returned/exchanged: – Product Name: – Size: – Color: – Quantity: – Reason for return/exchange: For exchanges, please specify: – Desired replacement product: – Size: – Color: I confirm that the item(s) meet your return eligibility criteria. Best regards, [Your Full Name] [Your Contact Number]

Step 2: Receive Return Authorization

Within 2 business days, our team will email you a Return Merchandise Authorization (RMA) number and detailed return instructions. Please do not send back any items without this authorization.

Step 3: Package and Ship Your Return

Securely package your return items, including the original packing slip or a copy of your order confirmation. Write the RMA number clearly on the outside of the package. Ship your return to:

New Footwear Store Returns
570 Broadway
Lynnfield, US 01940

We recommend using a trackable shipping service as you are responsible for the items until they reach our warehouse. Return shipping costs are the customer’s responsibility unless the return is due to our error.

Step 4: Processing Your Return/Exchange

Once we receive and inspect your returned items (typically within 3-5 business days after arrival), we will process your request:

  • For returns: We will issue your refund to the original payment method
  • For exchanges: We will ship your replacement item

Refund Information

Refunds will be processed within 5-7 business days after we receive and approve your return. The refund will be issued to your original payment method:

  • Credit/Debit Cards (Visa, MasterCard, JCB): 3-10 business days to appear on your statement, depending on your bank
  • PayPal: Typically appears within 24 hours

Please note that original shipping fees are non-refundable, except in cases where the return is due to our error.

Exchange Shipping

For exchanges, we will ship your replacement item via your original shipping method (standard or free shipping). If you wish to upgrade your shipping method for faster delivery, please contact our customer service team.

Damaged or Defective Items

If you receive a damaged or defective item, please contact us immediately at [email protected] with photos of the damage/defect. We will arrange for a free return and expedited replacement at no additional cost to you.

International Returns

For customers outside the United States (excluding restricted regions in Asia and remote areas), return shipping costs are the customer’s responsibility. Please note that any customs fees or import taxes paid on the original shipment cannot be refunded.

Questions?

If you have any questions about our returns and exchanges policy, please don’t hesitate to contact our friendly customer service team at [email protected].

We appreciate your business and want to ensure you’re completely satisfied with your New Footwear Store purchase!