Refund policy

Refund and Return Policy

Last updated: 4 October 2026

Buying shoes online means sometimes the size is wrong, and that is normal. This policy explains exactly what you can send back, how long you have, and who pays for what — written to be read before you buy, not after.

1. The short version

  • Does not fit, or you changed your mind: send the pair back within 30 days, unworn and in the packaging it arrived in, and we pay the return shipping.
  • Damaged, faulty or the wrong item: send us a photo and we replace it or refund you in full. In most cases you do not need to send anything back.
  • Worn outside: we cannot take it back. Trying them on indoors, on a clean floor, is fine — a walk around the block is not.

2. Return window

You have 30 days from the day you receive your order to request a return. Requests made after 30 days cannot be accepted, except where your local consumer law gives you a longer right.

3. What we can accept

We can accept a pair that is:

  • unworn, other than trying it on indoors;
  • clean, with no dirt, scuffs or creasing on the sole or the upper;
  • complete — both shoes, the laces and the insoles;
  • in the packaging it arrived in.

We cannot accept:

  • shoes that have been worn outdoors, washed or modified;
  • pairs returned after the 30-day window;
  • gift cards.

Returns are free: when a pair is eligible, we cover the cost of shipping it back to us.

4. Sizing

Our shoes are listed in EU sizes. EU sizes do not convert exactly to US sizes and vary between brands, so if you are between two sizes, take the larger one.

And if you order the wrong size anyway, section 1 covers you — that is what the 30 days are for.

5. Damaged, faulty or wrong items

If your pair arrives damaged, with a sole coming away, a broken eyelet, two different sizes in the package, or is simply not what you ordered, email us within 30 days of delivery with your order number and a photo or short video of the problem.

We will send you a replacement or a full refund, whichever you prefer, at no cost to you. In most cases you will not need to send the pair back.

6. Colour and normal wear

Screens show colour differently, so a shade can look a little different in person. That on its own is not a fault. If what arrived is clearly not the colour you ordered, section 5 applies and we will make it right.

Soles wearing down, mesh fraying and creasing from regular use are normal wear, not defects, and are not covered once the shoes have been worn.

7. How to start a return

  1. Email us at contact@paysmegoff.site with your order number and the item you want to return.
  2. We reply with the return address and the return shipping instructions.
  3. Pack the pair in the packaging it arrived in and send it back using the instructions we provide.

Please do not send items back without contacting us first. Returns sent without authorisation, or to our business address, cannot be processed.

8. Refunds

Once your return arrives and has been checked, we email you to confirm whether it has been approved. Approved refunds are issued to your original payment method within 5 business days. Depending on your bank or card provider, it may take a few extra days for the money to appear in your account.

Shipping on your order is free, so there are no shipping charges to deduct from your refund.

We may refuse a return, or apply a reasonable deduction, if a pair comes back worn outdoors, dirty, incomplete or without its packaging.

9. Exchanges

The fastest way to get a different size or colour is to return the pair you have for a refund and place a new order, so you are not waiting on two shipments in a row.

10. Cancelling an order

If you change your mind, email us straight away. We can cancel and refund an order in full before it ships. Once it has shipped, the return rules above apply.

11. Your legal rights

This policy does not affect your statutory rights. If you are a consumer in the European Union or the United Kingdom, you have the legal right to cancel your order within 14 days of delivery without giving a reason. Our 30-day window includes and extends that period.

12. Contact us

Questions about a return or refund? Email us at contact@paysmegoff.site and include your order number. We are happy to help.