Refund policy

Last updated: August 30, 2026

At Relace, every pair we sell is pre-loved, carefully inspected, and quality-graded before it reaches you. We offer two clear windows to make sure you're happy with your purchase.

24-Hour Window (Fit Issues & Change of Mind)

  • You have 24 hours from the moment you receive your order to request a return or exchange, whether the shoes don't fit or you've simply changed your mind. No reason needed.
  • We advise you to try on and check all details of the shoes (size, fit, condition) within this 24-hour window, since this is your main opportunity to confirm the pair is right for you.
  • 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.
  • To apply, simply email or WhatsApp us within your 24-hour window. As long as we receive your message in time, your return/exchange is approved, even if our reply comes later.
  • Under this option, you can exchange your shoes for any other available pair in our store.
  • Return shipping is paid by the customer.

7-Day Exchange

  • Shoes can be exchanged within 7 days of receiving your order.
  • Message us with the reason for your exchange. Once we review and accept your request, we'll send you the return address to ship the shoes back to.
  • Exchanges are subject to product availability.
  • Return shipping is paid by the customer.

How to Request a Return or Exchange

  1. Contact us within the applicable window via:
  2. Include your order number and reason for return/exchange.
  3. Once approved, we'll share the return address, send the shoes back to our address in their original condition (unworn outdoors, undamaged, with any packaging/tags provided).
  4. 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.
  • Since our shoes are pre-loved and quality-graded, we encourage customers to review the listed condition, grade, and insole measurements carefully before ordering.
  • Exchanges are subject to product availability at the time your return is received.

Questions?

We're here to help. Reach out anytime:

  • Email: contact@relace.pk
  • WhatsApp: +923262438552
  • Website: https://relace.pk