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 do not have to buy your own return label.
- 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 arrives at our warehouse, we inspect it within 3–5 business days. After approval, your refund is issued to your original payment method and typically appears within 5–10 business days, depending on your bank or card provider. You will receive confirmation when your refund is issued.
If your refund has not appeared within 10 business days after it was issued, contact support@dontpanicshoes.com or text 929-244-3681 with your order number and “Refund Pending.”
A 30% restocking fee applies to eligible delivered items returned for a refund. Your statutory rights are unaffected. No restocking fee applies to exchanges, store credit, or damaged, defective, or incorrect items. The restocking fee does not apply to cancellation of unshipped backordered or delayed items.
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
Please request routine item changes or shipping-address corrections within 24 hours of placing your order so we have the best opportunity to accommodate them.
Customers with unshipped backorders or delayed items may cancel those items at any time before shipment for a full refund to the original payment method. This option remains available after 24 hours and after you have previously agreed to wait. No cancellation or restocking fee applies, and you do not have to accept store credit.
If your entire order is canceled before shipment, the refund includes the shipping charges and taxes you paid for that order. Refunds are processed promptly; the time for the credit to appear depends on your payment provider.
If we cannot meet a shipment estimate, we will notify you and explain the revised timing and your cancellation options. We will seek your agreement to any further delay when required.
To request a change or cancellation, email support@dontpanicshoes.com or text 929-244-3681 with your name and order number.
Once an item has shipped, our applicable return and exchange policy applies.
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. Final-sale return terms do not limit cancellation of unshipped backordered or delayed items as described 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
You may request a written copy of this return and refund policy by contacting support@dontpanicshoes.com.