Returns & refunds

Try your shoes indoors on a clean surface first. If a pair is not right for you, you have 30 days after delivery to ask for a return.

What can be returned?

Return shoes without signs of use, with their original packaging and included components. Outdoor wear, alterations or damage caused after delivery can prevent acceptance. This does not limit your remedy for an item that arrived defective, incorrect or damaged in transit.

How to send a pair back

1. Email [email protected] or call 828-390-0928 with your order number and the item you want to return. For a defect, wrong item or transit damage, a description and photos help us identify the issue.
2. Pack the shoes carefully. Include your order number and contact email so we can match the parcel to your purchase.
3. Send the parcel to: Pina Hernandez Trading Family LLC, 14281 S 12th Pl, Phoenix, AZ 85048-4405, United States. You may contact us for guidance before mailing. Keep your carrier receipt and tracking number.

Who covers return shipping?

We cover the return shipping cost when an item has a quality problem, is not the item ordered, or was damaged during transport. Contact us before buying postage in these cases so we can provide return instructions. For a change of mind, size preference or another personal reason, you cover the return postage.

Inspection and credit

After the return reaches us, allow 3–5 business days for inspection. Once approved, we initiate the refund to your original payment method. Your bank or payment provider controls when that credit becomes visible in your account. We do not deduct a separate restocking charge.

For a full accepted return, the merchandise amount is refunded. Original standard shipping charges are not refunded for preference-based returns; where we caused the issue, the associated shipping charges are also covered. If a return cannot be accepted, we explain the reason and discuss the next step with you.

Exchanges and cancellations

For another size or color, contact us to discuss a return and a separate replacement purchase. If you need to cancel or change an order, get in touch promptly. We can make a change only while the order can still be stopped before dispatch.

Customer care: Monday–Friday, 9:00 a.m.–5:00 p.m. Eastern Time
[email protected] · 828-390-0928