Refund policy
Refund & Return Policy
Returns and Exchanges
We want you to love what you ordered. If something isn't right, here's how we make it easy.
What is your return and exchange policy?
You have 30 days from the date of delivery to return or exchange any item. 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 remain in new condition.
Are exchanges free?
For U.S. customers, exchanges are free. There's no charge for the exchange itself, and we cover the cost of shipping the replacement item to you. Your return shipping label is covered if you selected Free Returns ($2.98) at checkout. If you did not select Free Returns, you are responsible for shipping the item back to us.
For international customers in Canada, the UK, and Australia, exchanges are available. Your return shipping label is covered if you selected Free Returns ($2.98) at checkout. If you did not, you are responsible for shipping the item back to us. You will also need to cover the cost of shipping the new item to you.
For international customers in all other countries, exchanges are available. Return shipping is your responsibility regardless of whether you selected Free Returns. You will also need to cover the cost of shipping the new item to you.
We process exchanges within 5 to 7 business days after receiving your return.
How do I start a return or exchange?
Start your return or exchange here: https://www.dontpanicshoes.com/apps/redo/returns-portal/login?referralId=69c5503389d8c00b8e037154
You can also contact us at support@dontpanicshoes.com or text (929) 244-3681 with your full name, order number, and whether you'd like a return or an exchange. We'll respond within 24 hours with instructions.
Please do not send returns without prior authorization. Unauthorized returns may not be accepted.
How long do returns and refunds take to process?
Once we receive your return, we inspect it within 3 to 5 business days. Refunds are issued to your original payment method and typically appear within 5 to 7 business days after approval. You'll receive an email confirmation at every step.
If it has been longer than 7 business days after tracking shows your return was delivered to us and you still haven't received your refund, email us with your order number and "Refund Pending" in the subject line and we will sort it out right away.
Shipping charges are non-refundable.
What about return shipping costs?
At checkout, we offer a Free Returns option for $2.98. This small fee covers your return shipping label if you need to send anything back — whether it's a return or an exchange.
If you selected Free Returns at checkout ($2.98): Your return shipping label is fully covered. This applies to U.S. customers and international customers in Canada, the UK, and Australia only.
If you did not select Free Returns at checkout: Return shipping costs are your responsibility. This applies to all customers regardless of location. We'll still provide clear instructions to make the process as easy as possible.
International customers outside of Canada, the UK, and Australia: Return shipping is always your responsibility, whether or not you selected Free Returns at checkout.
What if I receive a damaged, defective, or incorrect item?
Contact us within 7 days of delivery with your full name, order number, and a few clear photos of the issue. We'll send a prepaid return label and ship a replacement or issue a full refund at no cost to you — regardless of your location or whether you selected Free Returns at checkout. This is on us, not you.
Are any items final sale?
Custom and made-to-order items are final sale and are not eligible for return or exchange unless they arrive damaged or defective.
Contact Us
Our team is here for you seven days a week.
Email: support@dontpanicshoes.com
Text: (929) 244-3681
Visit: 168-24 Jamaica Avenue, Jamaica, NY 11432
We respond within 24 to 48 business hours (Monday through Friday, 9 AM to 6 PM EST). Weekend and holiday messages are answered the next business day. When you reach out, you'll always hear back from a real person — not a bot.
Tip: Including your full name and order number helps us find your account and respond faster.