Refund policy

At Shoeglow, we want you to shop with confidence. If you are not satisfied with your order or there is a problem with your purchase, we are here to help. This Return & Refund Policy explains when returns are accepted, how to request a return, and how refunds are processed.

30-Day Return Policy

We accept eligible returns within 30 days from the date your order is delivered.

To be eligible for a return, the item must:

Be unused and unworn
Be in its original condition
Have the original tags attached, when applicable
Include the original packaging, when applicable
Not show signs of washing, damage, alteration, or use

We may decline a return if the item does not meet these conditions.

Non-Returnable Items

The following items are generally not eligible for return:

Final sale or clearance items
Gift cards
Products specifically identified as non-returnable on the product page

If you are unsure whether your item is eligible for return, please contact us before sending it back.

How to Request a Return

Please contact Shoeglow before returning any item. Do not send a return package without first receiving return instructions from our support team.

To request a return, email us at support@shoeglow.shop and provide:

Your order number
The name or description of the item you want to return
The reason for the return

After reviewing your request, our support team will provide the appropriate return instructions.

Return Shipping Costs

Unless your order arrived damaged, defective, or incorrect, the customer is responsible for the cost of return shipping.

We recommend using a shipping service that provides tracking. Shoeglow is not responsible for return packages that are lost or damaged while being shipped back to us.

Damaged, Defective, or Incorrect Items

We want to make sure you receive the item you ordered in good condition.

If your order arrives damaged, defective, or contains the wrong item, please contact us within 7 days of delivery at support@shoeglow.shop.

Please include:

Your order number
Clear photos of the item
Clear photos of the packaging, if applicable
A brief description of the problem

After we review the information, we will work with you to provide an appropriate resolution, which may include a replacement or refund. If the issue is confirmed to be our error, you will not be responsible for the return shipping cost.

Refunds

Once your returned item is received and inspected, we will notify you whether the return has been approved.

If your return is approved, the refund will be issued to the original payment method used to place the order.

Please allow 5–10 business days for an approved refund to appear in your account. The exact timing may vary depending on your bank, credit card company, or payment provider.

Shipping charges, where applicable, may not be refundable unless the return is due to an error on our part or the item arrived damaged or defective.

Refunds That Have Not Arrived

If your approved refund has not appeared after the stated processing period, please:

Check your bank or payment account again.
Contact your credit card company or payment provider.
Contact your bank to ask whether the refund is still being processed.

If you have completed these steps and still cannot locate your refund, please contact us at support@shoeglow.shop so we can assist you.

Exchanges

Shoeglow does not currently offer direct exchanges.

If you need a different size, color, or item, you may request a return for the original eligible item and place a new order separately.

Order Cancellations

If you need to cancel an order, please contact us as soon as possible after placing your order.

Cancellation requests should be submitted before 5:00 PM based on the applicable order processing location time. We will make reasonable efforts to accommodate cancellation requests received before the order is processed.

Once an order has been processed or shipped, it cannot be canceled. In that situation, you may be able to return the order after delivery if it meets the requirements of this Return & Refund Policy.

To request a cancellation, contact us at support@shoeglow.shop and include your order number.