Our Return Policy
Returns and exchanges are easy! If you want to return or exchange, you can start a return or exchange by clicking the Get A Return Label link below. Don't wait to get a return label! You have 30 days from your order date to generate a return label.
You will need your ORDER NUMBER and also the email that you used to purchase the item. If you have any difficulty, start a chat or send an email to firstname.lastname@example.org and we can provide this information to you.
Exchanges are always Free!
We pay shipping in both directions. We do this because a lot of our customers are hard to fit and we know that sometimes it takes more than one try. We prefer to have your foot measurements before you exchange because it helps us get an idea of foot shape and we can make pretty good predictions about what size and styles will work best for you. If you want us to size you, click here.
Bonus on exchanges! We don’t even make you wait for the other pair to get back to the warehouse! As soon as you request your return label through the return portal, we will set up the exchange order so it ships out the next business day!
Return labels are emailed to you. If you need us to snail mail you a return label, just ask. We’re happy to do it!
Timeframe for returning
You must request a return label through our returns portal within 30 days of purchase. If you are requesting a return label more than 30 days after the purchase, you can email customer service (email@example.com) and we will make a label for you.
If you choose to exchange, or have a store credit issued to you, we do not deduct any fees. Your full purchase is applied either to an exchange item or can be issued via gift card if you’d like to use the credit later.
If you are not interested in an exchange or store credit, this is no problem at all. One of the reasons we charge a $9 fee for returns is because if you go to the post office to send the shoes back to us, it will cost you at least twice as much. We have had many people return the shoes outside of our returns portal and reported up to $32 to ship shoes back to the warehouse. So we want to leverage our shipping discounts to your favor. Here are our return fees.
- Item is dropped off at the Post Office within 31 days of purchase, $9 is deducted this covers shipping and we pay for all of the handling costs.
- Item is dropped off at the Post Office between 32 and 60 days of purchase, 15% is deducted. Customer pays for shipping and warehouse handling costs.
- Item is dropped off at the Post office more than 61 days after the purchase or if your item is on Final Clearance, and you do not want to exchange, 25% is deducted. This is primarily here to disincentivize customers from hanging on to shoes for a long time. We’re not Zappos. If you want to be able to return shoes after a long period of time, Pandere is not the website for you. We are young. Starting a business is hard. Much harder than we could ever have imagined. We are trying to grow to serve a difficult population. We can’t do this without covering our costs.
Condition of shoes
Shoes should be returned in undamaged condition, in the original box. To avoid scuffing or scratching, we recommend that you try your new shoes on carpet. Please remove any dust or debris by wiping the bottoms of the shoes before returning. Shoes that are worn or damaged cannot be refunded.
Non refundable items
Gift cards, socks/hosiery, and accessories are not refundable.
CANADA and NON US Returns
We have recently opened up sales to Canada, UK and Australia. Please be aware of your own country's duty and tax rates. We strongly encourage non US customers to provide foot measurements to a Fit Specialist on chat or email before purchasing. Providing measurements is strongly advised. Email or chat with us to learn what measurements to provide.
We are happy to take shoes back but non US customers are responsible for return shipping costs.
If you are not in the US and you want to return shoes, ship items to: Pandere Shoes, 3630 Corporate Trail Dr, Earth City, MO 63045. Please also email customer service the tracking number so that we know you are returning: firstname.lastname@example.org. If you have any questions at all, we can be reached by email or chat.
Thank you for trying our shoes. We welcome your feedback and look forward to growing our company with you!