Refund Policy – Olukan

At Olukan, we craft durable, handmade, premium footwear with the utmost care—and we want you to feel confident in every purchase. Our Refund Policy is designed to be fair, transparent, and aligned with the unique nature of our handcrafted products, ensuring you have clarity on eligibility, processes, and timelines if you need to request a refund. We stand behind the quality of our shoes, and this policy reflects our commitment to resolving issues with integrity.

1. Eligibility for Refunds

To qualify for a refund, your request must meet the following criteria—tailored to protect the craftsmanship and condition of our handmade footwear:

Product Condition: The shoes must be unworn, unused, and in their original packaging (including dust bags, product tags, care booklets, and any 附赠 materials like leather conditioners). Due to the artisanal nature of our footwear, even minor wear (e.g., scuffed soles, stretched leather) alters the product’s integrity and makes it non-resalable. We recommend trying on your Olukan shoes on carpeted surfaces first to avoid accidental damage.
Return Window: You must initiate a refund request within 30 calendar days of the delivery date (confirmed by the shipping carrier’s tracking data). Requests submitted after this window will not be eligible, unless the issue stems from a craftsmanship defect (addressed separately in Section 5).
Proof of Purchase: You must provide a valid proof of purchase, such as your unique order number (found in your order confirmation email) or a copy of the receipt. This helps us verify your transaction and ensure the request is linked to a legitimate Olukan purchase.
Non-Custom Items: Refunds apply only to standard, non-custom footwear. Custom or made-to-order shoes (e.g., personalized monograms, special size adjustments) are not eligible for refunds unless they have a craftsmanship defect—these items are tailored to your specific requests and cannot be restocked.

2. Non-Eligible Refund Scenarios

The following cases are not eligible for refunds to uphold the quality of our handmade collection and fair business practices:

Shoes that are worn, altered, or damaged after delivery (e.g., scratches from outdoor use, stains, or modifications to fit).
Products returned without their original packaging or missing 附赠 materials (e.g., lost dust bags, removed tags).
Custom/made-to-order footwear (except for craftsmanship defects, as noted in Section 5).
Gift cards purchased from Olukan (gift cards are non-refundable, non-transferable, and have no expiration date, per applicable laws).
Orders where the 30-day return window has expired, unless the delay is due to circumstances beyond your control (e.g., extended shipping delays caused by the carrier, verified with tracking records).

3. Refund Request Process

Follow these steps to initiate a refund—designed to be straightforward while protecting the integrity of our handmade shoes:

Submit a Refund Request: Contact our customer service team at [email protected] with the following details:

Your full name (as it appears on the order).
Order number (critical for locating your transaction).
Reason for the refund (e.g., “size mismatch,” “change of style preference”—specific details help us improve our offerings).
Clear photos of the unopened/unworn shoes and their original packaging (we may request these to verify condition, especially for handmade styles).

Review & Approval: Our team will review your request within 2 business days. If approved, we’ll send a pre-paid return label (for domestic orders) and a detailed packing guide—including tips to protect handmade leather (e.g., using tissue paper to prevent scuffing, avoiding plastic bags that trap moisture). For international orders, we’ll provide a return address and reimburse shipping costs via store credit once the item is received and inspected.
Ship the Item Back: Package the shoes securely (we recommend using the original shipping box to prevent damage during transit) and attach the pre-paid label. Drop off the package at the designated carrier location (e.g., USPS, UPS) and retain the return tracking number—this serves as proof of return and lets you monitor delivery to our workshop.
Inspection & Refund Processing: Once we receive the returned item (typically 3-7 business days for domestic shipments, 10-14 days for international), our team will inspect it to confirm it meets eligibility criteria. If the inspection passes, we’ll process the refund within 5-7 business days.

4. Refund Timelines & Methods

Processing Time: After successful inspection, refunds are initiated within 5-7 business days. The time it takes for the funds to appear in your account depends on your original payment method:
Credit/debit cards: 5-7 additional business days (varies by card issuer).
PayPal/other digital wallets: 2-3 additional business days.
Bank transfers: 7-10 additional business days (depending on your bank’s processing rules).
Refund Method: Refunds are issued exclusively to the original payment method used for the order. We cannot process refunds to alternative methods (e.g., a different credit card) unless the original method is inactive—you’ll need to provide proof of inactivity (e.g., a bank statement) in this case.
Shipping Costs: Original shipping costs are non-refundable for standard returns (e.g., size mismatch, change of mind). However, if the refund is due to our error (e.g., wrong style shipped, incorrect size), we’ll refund both the product cost and the original shipping fee.

5. Refunds for Craftsmanship Defects

As a maker of premium handmade footwear, we stand behind the durability of our craftsmanship. If you discover a defect (e.g., loose stitching, sole separation, faulty hardware, or leather imperfections) within 1 year of purchase, we offer two solutions:

Free Repair: For minor defects (e.g., loose thread, worn laces), we’ll cover all shipping and repair costs. Simply contact us at [email protected] with photos of the defect and your order number—we’ll send a pre-paid label to ship the shoes to our workshop, repair them with the same artisanal standards, and return them to you (typically 2-3 weeks).
Full Refund or Replacement: For major defects (e.g., irreparable sole damage, structural leather issues) that affect the shoe’s functionality, we’ll offer a full refund or a free replacement (your choice). No return is required for major defects in most cases—we’ll ask for photos/videos to verify the issue, then process the refund or ship a new pair within 5-7 business days.

This craftsmanship guarantee does not cover normal wear and tear (e.g., worn soles from regular use), damage from improper care (e.g., neglecting leather conditioning), or accidental harm (e.g., stepping on sharp objects).

6. Cancellations & Pre-Shipment Refunds

If you wish to cancel an order before it ships, you may request a full refund under the following conditions:

Cancellation Window: Orders can be canceled within 24 hours of placement (handmade shoes begin crafting quickly, so delays may prevent cancellation). For made-to-order items, the cancellation window is 12 hours (as customization work starts immediately).
Process: Email [email protected] with your order number and “ORDER CANCELLATION” in the subject line. If the order hasn’t entered production/shipping, we’ll process a full refund within 5-7 business days. If production has started, we’ll notify you and offer a partial refund (minus costs for materials already used in crafting).

7. Contact Us for Refund Inquiries

If you have questions about the status of your refund, need help with a request, or disagree with a refund decision, please contact our customer service team at [email protected]. Include your order number and refund request reference (if applicable) to ensure a quick, targeted response.

At Olukan, every refund request is handled with the same care we put into making our shoes. We want to resolve issues fairly and keep you confident in choosing our durable, handmade footwear for years to come.g