Returns, Exchanges, and Refunds

Updated Aug 12, 2024

Order Return for a Refund (US Only) - Excluding Final Sale and Factory Second Items

We appreciate you considering our products and strive to ensure your satisfaction. If you need to return a product for a refund, please follow these steps:

Return Window:

• Returns must be initiated within 30 calendar days from the date the order is received.

Return Process:

• Click Here to submit a new Return/Exchange Request.
• Enter your order number and either your email address or phone number to locate your order.
• Select the item(s) you wish to return and choose a return reason. Add any additional notes you feel are necessary.
• Choose your desired resolution method (e.g., Refund back to the original payment method).
• Click the "Request Return" button to submit your request.
• Our team will review your request and will email you return instructions and a pre-paid USPS return shipping label.
• A $7.00 restocking fee will be deducted from your purchase price. Shipping fees are non-refundable.

Return Conditions:

• Items should be dropped off with the shipping carrier within 14 days of the date they received the pre-paid USPS return label.
• Items must be in their original condition, unused, undamaged, and with all items and accessories included in the original packaging.
• Upon arrival, we will inspect the returned goods to ensure they meet our Return Policy. Items that do not meet these requirements will be returned to you, and you will be responsible for payment of the shopping label.

Exchanges (US Only) - Excluding Final Sale and Factory Second Items

We want you to find the perfect fit for your shoes. Exchanges are always welcome!

Exchange Window:

• Exchanges must be initiated within 30 calendar days from the date the order is received.

Exchange Process:

• Follow the steps above to initiate a Return/Exchange Request.
• Under the resolution method, select "Make an Exchange."
• Choose the item you wish to exchange for from the provided options.
• Add any additional notes about your exchange request.
• Click the "Request Return" button to submit your request.
• Our team will review your request and will email you return instructions and a pre-paid USPS return shipping label.
• Once we receive and inspect the original item, we will ship the exchange item within 1-2 business days.

Exchange Terms:

• Items should be dropped off with the shipping carrier within 14 days of the date they received the pre-paid USPS return label.
• Items must be in their original condition, unused, undamaged, and with all items and accessories included in the original packaging.
• Upon arrival, we will inspect the returned goods to ensure they meet our Return Policy. Items that do not meet these requirements will be returned to you, and you will be responsible for payment of the shipping label.
• Only one free shipping exchange per order (including free return shipment on the original order and free outbound shipment on the new exchange order).
• Exchange orders must be created by our support team. Customers who do not follow our standard exchange procedures are not eligible for free exchange shipping.

Try-On Policy

We understand that finding the perfect fit is important. Our try-on policy is designed to ensure that you have a great experience while also supporting our commitment to sustainability and low waste.

Try-On Conditions:

• Shoes may be tried on and minimal walking around your home is appropriate and expected. This allows you to assess fit and comfort.
• To be eligible for a full refund or exchange, shoes must be returned in their original condition. This means they should be free from dirt, odors, and signs of outdoor use or wear and tear.

Return Condition:

• Returned shoes must be clean, with no visible signs of wear, and must include all original packaging, accessories, and tags.
• We ask that you handle the shoes with care as if you were preparing them for the next customer. We are committed to sustainability and reselling returned products, so ensuring they are in mint condition is essential.

Packaging and Handling:

• Please return the shoes in their original packaging. This helps us ensure they reach our warehouse in the same condition they were sent to you.
• Items returned with any signs of misuse or damage will be returned to you and you will be responsible for payment of the shipping label.

Commitment to Sustainability:

• We prioritize minimizing waste and resell returned products whenever possible. We appreciate your understanding and cooperation in keeping returned items in excellent condition.

 

 

International Orders (Shipped Outside the US) - Excluding Final Sale and Factory Second Items

We currently do not create return labels for international orders and only process returns, not exchanges.

Return Process:

• All shipping costs for returns should be paid directly by the customer.
• We do not refund shipping fees, duties, and taxes for international orders.
• We are currently waiving the restocking fees for international orders returned.
• Email us at hello@origoshoes.com for instructions on initiating a return of your order.

Return Conditions:

• Items should be dropped off with the shipping carrier within 14 days of the date they were originally delivered to the customer.
• Items must be in their original condition, unused, undamaged, and with all items and accessories included in the original packaging.
• Upon arrival, we will inspect the returned goods to ensure they meet our Return Policy. Items that do not meet these requirements will be returned to you, and you will be responsible for payment of the shopping label.

 

Black Friday Sales Policy

Black Friday - Cyber Monday Sales (US Orders Only)

We understand that finding the perfect fit and style can be challenging, even during our busiest sales events. Therefore, we offer a return and exchange policy for items purchased during our Black Friday and Cyber Monday sales, with the following conditions:

Return and Exchange Window:

Returns and exchanges for products purchased during our Black Friday and Cyber Monday sales must be initiated within 30 calendar days from the date the order is shipped.

Return Process:

• Click Here to submit a new Return/Exchange Request.
• Enter your order number and either your email address or phone number to locate your order.
• Select the item(s) you wish to return and choose a return reason. Add any additional notes you feel are necessary.
• Choose your desired resolution method (e.g., Refund back to the original payment method).
• Click the "Request Return" button to submit your request.
• Our team will review your request and will email you return instructions and a USPS return shipping label.
• A $7.00 restocking fee will be deducted from your purchase price. Shipping fees are non-refundable.

Exchange Process:

• Follow the steps above to initiate a Return/Exchange Request.
• Under the resolution method, select "Make an Exchange."
• Choose the item you wish to exchange for from the provided options.
• Add any additional notes about your exchange request.
• Click the "Request Return" button to submit your request.
• Our team will review your request and will email you return instructions and a USPS return shipping label.
• Once we receive and inspect the original item, we will ship the exchange item within 1-2 business days.

• Return and Exchange Conditions:

• Items should be dropped off with the shipping carrier within 14 days of the date they received the pre-paid USPS return label.

• Items must be in their original condition, unused, undamaged, and with all items and accessories included in the original packaging.
• Upon arrival, we will inspect the returned goods to ensure they meet our Return Policy. Items that do not meet these requirements will be returned to you, and you will be responsible for paying for the shipping label.
• Only one free shipping exchange per order (including free return shipment on the original order and free outbound shipment on the new exchange order).
• Exchange orders must be created by our support team. Customers who do not follow our standard exchange procedures are not eligible for free exchange shipping

Processing Times

Refunds and exchanges are processed approximately 3-4 business days after receiving your merchandise in our warehouse. Your refund will be credited back to the payment method you used to make the original purchase on the site; if you choose to receive the refund in-store credit, we will email this to you.   

 

 

* Final Sale and Factory Seconds

Final Sale Items and Factory Seconds - (US & International orders)

All items marked as "Final Sale" or " Factory Seconds" are not eligible for returns, exchanges, or refunds. Please consider your purchase carefully, as these items are sold as-is and cannot be returned or exchanged under any circumstances.

Shipping Policies

1. US-Based Orders:
• Subsidized flat-rate shipping based on order size, weight, and destination. Rates are displayed at checkout.

1. International Orders:
• Shipping cost is based on weight and destination, which are displayed after entering the shipping address.
• Duties and taxes are collected upfront and tendered to the proper tax authorities. Packages are shipped DDP (Delivery Duty Paid).

Shipping Times

• Orders are typically packed and shipped within 1-2 business days. Orders placed over the weekend are fulfilled starting the following Monday. Same-day order fulfillment is not guaranteed for orders placed after 11:00 AM CST.
• Delivery estimates displayed at checkout are estimates only and do not guarantee a delivery date.

Changes to Policies

• We may update these shipping and return policies to reflect changes to our practices or for other operational, legal, or regulatory reasons.

Contact Us

• If you have questions about how to return or exchange your item, please email us at hello@origoshoes.com or visit our Contact Us page.