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Returns, refunds & exchanges
Our pieces are pre-loved or export surplus, graded honestly, and photographed so you can see what you’re getting. We want you to be happy, and we also have to be fair to the next customer, so please read this before ordering.
1. Your legal rights come first
Nothing in this policy takes away any right you have under the consumer-protection laws that apply to you in Pakistan (including the Consumer Protection Acts of your province or Islamabad Capital Territory) or any other law that cannot be excluded by contract. If this policy and the law differ, the law applies.
2. When we will accept a return, exchange or refund
You must contact us on WhatsApp within 48 hours of delivery if any of the following is true:
- Wrong item: you received a different pair, size or colour from the one you ordered.
- Not as described: the pair is in noticeably worse condition than its grade or photos show (e.g. an undisclosed defect, damage or heavy wear in a pair graded Premium or Excellent).
- Damaged in transit.
- Doesn’t fit: the pair does not fit and you tell us within the same window. Exchange or store credit only, subject to section 4.
Tell us what is wrong and send clear photos (and your unboxing video if you have one). We will reply as quickly as we can, usually within one working day.
3. What we will do
- Wrong item, not as described, or damaged: your choice of a replacement (if we have one), full refund of the item price, or store credit. We cover the return courier cost.
- Wrong size (fit): an exchange for another size of the same pair if we have it, or store credit. You cover the courier cost both ways. Because pieces are one of one, we cannot always offer a replacement and cash refunds are not given for fit.
- Refunds are paid by bank transfer or mobile wallet to an account in your name, within 7 working days of us receiving and checking the pair.
4. Conditions for returns and exchanges
- For hygiene reasons the pair must be unworn, clean, undamaged, with original soles unmarked (try them on indoors on a clean surface only), with any box, dust bag or tags it came with.
- It must be the same pair we sent. We check every pair against its dispatch photos. A swapped, worn, altered or substituted item will be sent back to you and no refund or exchange is due.
- Send it back within 3 days of us approving the return, using the method we give you.
- We do not accept returns for change of mind, colour differences caused by your screen or lighting, or normal signs of pre-loved wear that are visible in the photos or described in the grade (see How we grade).
5. Items we cannot take back
- Pairs that have been worn outdoors, altered, washed, repaired or damaged after delivery.
- Reports made after the 48-hour window, unless the law gives you a right to report later.
- Sale items marked Final sale in the listing, except where they are the wrong item, not as described or damaged.
6. Cancelling before dispatch
You can cancel any time before we dispatch by messaging us on WhatsApp; the pair is released and nothing is charged.
7. Disputes about condition
Our graded photos and description, and the unboxing video if there is one, are the evidence both sides rely on. If we disagree, we will review both sides in good faith and explain our decision in writing. You may always take the matter to the consumer court or consumer-protection authority that serves your area. See also our Terms of sale.