Refund Policy
Our Return & Exchange Policy
You have 30 days from the date of delivery to return or exchange any eligible item purchased from Don't Panic Shoes.
Items must be unworn, unused, and in their original condition, with all packaging, tags, and accessories intact. Trying shoes on indoors on a clean surface is perfectly fine — we just ask that they come back in new, resellable condition, so we can pass them to the next customer in the same shape you received them.
Start your return or exchange here: https://www.dontpanicshoes.com/apps/return_prime
You can also email us at support@dontpanicshoes.com or text (929) 244-3681 with your full name, order number, and whether you'd like a return, an exchange, or help deciding.
Exchanges — Free, Fast, and Our Recommendation
If you simply need a different size, color, or style, we recommend an exchange. It's the easiest option, and it's completely free for U.S. customers — no restocking fee, no shipping cost, ever. We even cover shipping your replacement to you.
Here's how it works:
- Start your exchange in the portal above. As soon as it's approved, we generate your prepaid return label automatically — you never have to buy, print, or arrange your own.
- Pack the original item, attach the label, and drop it off.
- Once we receive it, your exchange is processed within 3 to 5 business days, and your new item ships with full tracking.
Because an exchange doesn't wait on a refund to clear, it's the faster way to get the pair you actually want. If the size or style you'd like happens to be unavailable, we'll email you promptly with the best alternatives — including a full refund or store credit if you prefer.
Returns & Refunds
If you'd rather have a refund than an exchange, we're happy to arrange it. For U.S. customers, we still provide your prepaid return label automatically through the portal, at no cost to ship it back.
Once your return reaches our warehouse, we inspect it within 3 to 5 business days. After approval, your refund is issued to your original payment method and typically appears within 3 to 5 business days, depending on your bank or card provider.
Please note that a restocking fee of 30% may apply to returns for a refund. This never applies to exchanges, which are always free. This fee is waived for defective items and when you choose store credit instead of a refund." If none, delete this sentence.
You'll receive an email confirmation at every step — when your return is received, when it's approved, and when your refund is on its way — so you're never left guessing.
Please don't ship anything back before starting your request in the portal. We need to set up your return first so your label is issued and everything processes smoothly.
International Returns
For international customers, return and exchange shipping costs are your responsibility, and you'll also cover shipping for any replacement item on an exchange. We'll always provide clear instructions to make the process as smooth as possible. (The one exception is a damaged, defective, or incorrect item, where we cover all shipping costs regardless of location — see below.)
Order Changes & Cancellations
You have 24 hours after placing your order to request a change or cancellation, before it enters processing. After that window, your order is being prepared to ship and can no longer be modified. To request a change, email or text us as soon as possible with your name and order number. If your order has already shipped, you can simply start a free exchange or return once it arrives.
Damaged, Defective, or Incorrect Items
If your order arrives damaged, defective, or incorrect, contact us within 7 days of delivery at support@dontpanicshoes.com or text (929) 244-3681. Include a few clear photos of the issue along with your order number.
We'll take care of it right away — whether that means a replacement, a different item, or a full refund. We cover all shipping costs for damage and defect claims, regardless of your location, and no restocking fee ever applies. This is on us, not you.
Final Sale Items
Custom and made-to-order items are final sale and aren't eligible for return or exchange — unless they arrive damaged or defective, in which case we'll still make it right using the process above.
Late or Missing Refunds
If you haven't received your refund within 10 business days of approval, please first check your bank or credit card statement once more, then contact your bank or card provider directly — posting times vary, and some institutions take extra time to reflect a credit.
If you've done all of that and your refund still hasn't appeared, email us at support@dontpanicshoes.com or text (929) 244-3681 with "Refund Pending" and your order number, and we'll track it down for you.
European Union Customers
If your order is shipped to the European Union, you have the right to withdraw from your purchase within 14 days of delivery for any reason, in line with the EU's statutory cooling-off period. To exercise this right, notify us within that 14-day window, then return the item unworn, unused, and in its original condition with all packaging intact. We'll refund you within 14 days of receiving your notice, in accordance with applicable EU consumer law.
Questions?
We're here whenever you need us — and you'll always reach a real person, never a bot.
- Email: support@dontpanicshoes.com
- Text: (929) 244-3681
- Visit: 168-24 Jamaica Avenue, Jamaica, NY 11432