Returns & Exchanges

 WE'RE HERE TO HELP

We aim to offer services that will benefit all our customers. We hope you are happy with every purchase you make. In certain
circumstances, you may want to return some items. Please read our return policy below, we will do our best to assist you.

WHAT ARE YOUR RETURNS AND EXCHANG POLICIES?

If you're not 100% satisfied with your purchase.We’re sorry to hear you are not completely satisfied with your order! we're happy to let you know that you may apply for a refund / exchange within our return policy of 30 days. Items that can be returned/refunded or exchanged must follow the criteria as below:

1.Items have not met your expectation.
2. All returned and exchanged items must be in an unworn condition with all tags presen.The shoes have to be clean and undamaged to be eligible for a return. Shoes that were worn outside are not eligible for a refund / exchange.

Conditions:

For items with no quality issue, please ensure the returned items are unused and in the original packing.so as to decrease environmental waste and encourage reuse - this all helps!

All return requests must be authorized by our customer service team before shipping to our returned address. Our team will not be able to process any returned items without permission.

 

WHAT IS NO-RETURNABLE ITEMS?

We cannot accept returns in the following conditions:

  1. Items outside the 30 days warranty time-frame.
  2. Washed, worn, used, tag-removed or misused items.
  3. Please note that we do not cover shipping costs for items that are to be returned for refund, or exchanged for another product or size.
  4. Non-returnable items: Gift cards.

 

HOW DO I MAKE A RETURN

Please follow these steps to return your purchase for a refund. Alternatively, you can also send your purchase back to make an exchange for another style, or size:

1. To initiate a return please contact our Customer Experience team via email at support@calethy.com.

2. Pack the returned items back into the original poly mailer. To do this simply tear off the used sticky strip and close the package with the second sticky strip.

3. Stick the shipping and address information onto the outside of the package.

4. It’s good to go baby! Pop the package in the mail and send it back to us.

5. Your refund will be issued once our team has deemed everything has been returned in its original condition. Please note, it can take our returns warehouse 1-3 business days to process any return items. Once a refund has been initiated, it can take up to 10 business days for the returned funds to be available on the payment method you used on checkout. This is dependent on the payment method you used on checkout, and your banks processing times.

Note:
If the package is returned to our warehouse because of customer's personal reason (Check details below), we'll contact you about re-paying the reshipment postage and arrange the reshipment. However, please understand that no refund will be issued in this situation. Details for customer's personal reason:

* Wrong address/no consignee

* Invalid contact information/ no answer to the delivery calls & emails.

* Customer refuses to accept package/pay tax fee/ complete customs clearance.

* Didn't collect package by deadline.

 

HOW DO I EXCHANGE MY SHOES?

We’re so happy to hear you want to have another go at finding a shoes that’s 100% perfect for you!

1. To initiate an exchange please contact our Customer Experience team at hello@calethy.com, who’ll inform you of the steps you need to take.

2. We will then place the new order for you when we have received the returned shoes.

3. Alternatively, if you’d like to receive your new shoes quicker then you can go ahead and place the new order yourself, and we’ll refund the cost when we receive the original returned shoes!

If you can’t quite decide which shoes you would like to choose for the exchange, then do not fear. Our lovely team knows our products back to front and they're trained to give fit and styling advice. Please contact our lovely team at hello@calethy.com so we can help you find the perfect match! It would make our day!

Note:
Please note that we do not cover the costs of posting back the original shoes for exchange.

 

WHAT WILL I RECEIVE MY REFUND?

Once your return has been received, please allow 4-5 business days processing time and up to 10 business days for the refund to be processed by your bank. Refunds can only be returned to the original method of payment. We’ll send you an email when our team has processed your refund so you know when you can expect it!

 

I HAVE AN ISSUE WITH MY PRODUCT - WHAT CAN I DO?

We quality check all of our products continuously during production, and again prior to dispatch so we’re confident that your package will be in tip top shape when it gets to you!

If for any reason you do have an issue with your purchase, we are more than happy to look into the issue and provide you with a reasonable resolution. Please reach out to our team at support@calethy.com and let us know about the problem so we can set things right!

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