Refund policy

Last updated: July 6, 2026

At Relace, every pair we sell is pre-loved, carefully inspected, and quality-graded before it reaches you. Because you're buying second-hand shoes, we know sizing and fit can sometimes feel different from what you expect, that's why we offer two clear return windows to make sure you're happy with your purchase.

24-Hour Change of Mind Return

We get it, sometimes you just change your mind, no reason needed.

You have 24 hours from the moment you receive your order to request a return, for any reason, even if the shoes are exactly as described.
To apply, simply email or WhatsApp us within your 24-hour window. As long as we receive your message in time, your return is automatically approved, even if our reply comes later.
How the 24 hours is counted: it starts the moment your order is delivered. For example, if you receive your shoes today at 4:50 PM, you have until tomorrow at 4:50 PM to reach out.
Under this option, you can exchange your shoes for any other available pair in our store.
Return shipping is paid by the customer.
Bonus: as a thank-you for choosing to exchange rather than simply return, you'll receive an extra Rs. 300 store credit once your returned shoes arrive at our warehouse. For example, if your original order was worth Rs. 2,000, you'll receive Rs. 2,300 in store credit to use toward your next pair.

7-Day Hassle-Free Exchange (Fit Issues)

Didn't quite get the size right? No problem.

If your shoes don't fit, even after checking the insole measurement, you can request an exchange within 7 days of receiving your order (i.e., the 6 days following the initial 24-hour window).
Simply contact us on WhatsApp and we'll help you exchange your pair for the correct size, subject to availability.
We strongly recommend double-checking the insole length (in cm) listed on the product page before ordering, as this is the most accurate way to confirm your fit.
This window is intended specifically for sizing/fit concerns and does not include the Rs. 300 bonus credit offered in the 24-hour change-of-mind window.

How to Request a Return or Exchange

Contact us within the applicable window via:
- Email: contact@relace.pk
- WhatsApp: +92 000 0000000
Include your order number and reason for return/exchange.
Once approved, deliver the shoes back to our warehouse in their original condition (unworn outdoors, undamaged, with any packaging/tags provided).
Once we receive and inspect the returned shoes, we'll process your exchange or store credit.

Things to Keep in Mind

All returns must be for exchange or store credit, shoes must be sent back in the same condition they were received (not worn outdoors, no visible new damage).
Return shipping costs are the customer's responsibility in both windows.
The Rs. 300 bonus credit applies only to the 24-hour change-of-mind exchange, not the 7-day fit exchange.
Since our shoes are pre-loved and quality-graded, we encourage customers to review the listed condition, grade, and insole measurements carefully before ordering.
Store credit and exchanges are subject to product availability at the time your return is received.