Refund & Return Policy – Sun Up Shoes

At Sun Up Shoes, your satisfaction is our priority. We want you to love every pair you purchase from our Flats, Sneakers, and Wedges collections. If for any reason you are not completely satisfied with your purchase, we're here to help. Please read this policy carefully to understand your options and our process for returns, exchanges, and refunds.

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1. Overview

We offer a 30-day return policy from the date of delivery. If 30 days have passed since you received your order, unfortunately, we cannot offer you a refund or exchange.

To be eligible for a return, your item must meet the following conditions:

• Unused and unworn – items must not show any signs of wear, including scuffs, marks, or odors

• Original condition – items must be in the same condition as when you received them

• Original packaging – items must be returned in their original box or packaging, including any dust bags, tags, or accessories that came with the product

Non-Returnable Items
The following items are not eligible for return or refund:

• Gift cards

• Final sale or clearance items (clearly marked at the time of purchase)

• Items purchased from third-party retailers (please contact the retailer directly)

• Items showing signs of wear, damage, or alteration

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2. Return Process

If you wish to return an eligible item, please follow these steps:

Step 1: Contact Us
Before sending your return, please contact our customer service team at sunupshoes@outlook.com to initiate the return process. Please include:

• Your order number

• The item(s) you wish to return

• The reason for your return

Step 2: Receive Return Authorization
Once your return request is approved, we will provide you with a Return Authorization (RA) number and return instructions. Please do not send your return without an RA number, as this may delay processing.

Step 3: Pack Your Return
Securely pack the item(s) in the original packaging (or suitable protective packaging) and include:

• Your RA number clearly written on the outside of the package

• A copy of your order confirmation or packing slip inside the package

Step 4: Ship Your Return
Ship your return to the address provided in our return instructions. We recommend using a trackable shipping method and purchasing shipping insurance, as we are not responsible for items lost or damaged during return transit. Return shipping costs are the responsibility of the customer unless the return is due to our error (e.g., wrong item shipped, defective product).

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3. Exchanges

We want you to find the perfect fit. If you need to exchange an item for a different size, color, or style, please follow the return process above and indicate your exchange request when contacting us.

Exchange Process:

• Contact us at sunupshoes@outlook.com with your exchange request

• Return the original item following our return instructions

• Once we receive and inspect the returned item, we will ship your exchange item at no additional shipping cost (subject to availability)

If the desired exchange item is out of stock or no longer available, we will issue a refund to your original payment method and notify you accordingly.

Please note that exchange items are subject to availability. To ensure you receive the item you want, we recommend placing a new order for the desired item and returning the original item for a refund.

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4. Refunds

Once your return is received and inspected, we will notify you of the approval or rejection of your refund. Refunds are processed within 5–10 business days after approval, depending on your payment method and financial institution.

Refund Timeline:

Refund Method
Refunds will be issued to the original payment method used at the time of purchase. Please note:

• Credit/debit cards – refunds typically appear within 5–10 business days

• PayPal – refunds typically appear within 3–5 business days

• Gift cards – refunds will be issued as store credit or to the original gift card

Partial Refunds
Partial refunds may be granted in the following circumstances:

• Items returned after the 30-day window

• Items not in original condition, damaged, or showing signs of wear

• Items returned without original packaging

• Returns received more than 30 days after delivery

Original Shipping Costs
Original shipping charges are non-refundable unless:

• The return is due to our error (wrong item shipped)

• The item is defective or damaged upon arrival

If you received free shipping on your order, the actual shipping cost incurred by Sun Up Shoes may be deducted from your refund for returned items.

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5. Defective or Incorrect Items

We take great care in inspecting and packaging every order. However, if you receive a defective, damaged, or incorrect item, we sincerely apologize and will make it right.

If You Received a Defective or Damaged Item:

• Contact us within 7 days of delivery at sunupshoes@outlook.com

• Provide your order number, photos of the defect or damage, and a brief description

• We will arrange for a replacement or full refund, including return shipping costs if applicable

If You Received an Incorrect Item:

• Contact us within 7 days of delivery at sunupshoes@outlook.com

• Provide your order number and a photo of the item you received

• We will arrange for the correct item to be shipped to you and provide instructions for returning the incorrect item at no cost to you

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6. International Returns

For international orders, please note the following:

Return Shipping
Return shipping costs for international orders are the responsibility of the customer unless the return is due to our error or a defective product. We recommend using a trackable shipping method to ensure your return reaches us safely.

Customs and Duties
Original customs duties, taxes, and fees paid at the time of purchase are generally non-refundable. If you have questions about customs or duty refunds, please contact your local customs office.

Return Timeframes
International returns may take longer to reach us due to customs clearance and longer shipping times. Please allow additional processing time for international returns.

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7. Cancellations

Before Shipment
If you need to cancel your order, please contact us as soon as possible at sunupshoes@outlook.com. If your order has not yet been processed or shipped, we will cancel it and issue a full refund at no cost.

After Shipment
If your order has already been shipped, cancellation is no longer possible. Please follow our return process once you receive your order.

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8. Final Sale Items

Items marked as "Final Sale," "Clearance," or "As-Is" at the time of purchase are not eligible for return, exchange, or refund. Please review product descriptions carefully before purchasing final sale items.

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9. Holiday Returns

For orders placed during the holiday season (November 15 – December 25), we extend our return window to allow returns until January 31 of the following year. This applies to eligible items only. Final sale items remain non-returnable.

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10. Tips for a Smooth Return

To ensure your return is processed quickly and without issues, please keep the following in mind:

• Try on shoes on a clean, soft surface – this prevents marks or damage to the soles and keeps the shoes in like-new condition

• Keep original packaging – retain the shoebox and any included accessories (dust bags, tags) until you are sure you are keeping the item

• Use trackable shipping – always use a shipping method with tracking and insurance when returning items

• Contact us first – always initiate your return by contacting our customer service team before sending your package

• Include your order information – include your order number and RA number inside the package to help us identify your return

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11. Contact Us

If you have any questions about our Refund & Return Policy, need assistance with a return, or would like to check the status of your return, please don't hesitate to contact us.

Email: sunupshoes@outlook.com
Response Time: 24–48 hours, excluding weekends and holidays

When contacting us, please include your order number and a clear description of your request to help us assist you as quickly as possible.

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