Refund policy
Not the perfect fit? We'll make it right.
30-day returns, even on worn shoes, plus a 100% size guarantee. If your size doesn't fit, the new pair ships free, on us.
What qualifies for a return?
The OrthoFit guarantee
30 days to decide, even if you've worn them.
Walk in them, test them, live in them. If they're not right for you, return your shoes within 30 days and we'll process your refund, even if they've been worn.
Condition
Worn is fine
We accept returns of our shoes within 30 days, even if they've been used. No need to keep them box-fresh.
Return shipping
Paid by the buyer
For refund returns, the buyer covers return shipping. Size swaps and wrong items are on us. See our size guarantee.
Item no longer desired
Changed your mind?
No problem. You can still return your order as long as it's within the 30-day window. Return shipping is paid by the buyer, and we'll process your refund once the item reaches us and has been inspected.
Our 100% size guarantee
Order with zero sizing stress. If the size doesn't fit, or we sent the wrong size or colour, we'll send you a free replacement. Shipping is on us. One free replacement per product.
Size doesn't fit?
New size, free
If your pair doesn't fit, tell us and we'll send you a new size at no cost, with free shipping on us.
Wrong size or colour sent?
Free replacement
Our mistake, our cost. We'll send the right size or colour free of charge, shipping included.
One free replacement per product
Each product qualifies for one free replacement. For example, if you receive the wrong size, we'll send you a new size for free. If that new size also doesn't fit, we can't send another free replacement, but you can still return it within the 30-day window (return shipping paid by the buyer).
Your free replacement ships on us
Contact us with your order number and the size or colour you need.
How to request a refund
To ask about a refund, use our Contact Us page or email us at support@theorthofitstore.com.
Your email is our highest priority, and you'll hear back from us promptly.
-
1
Let us know
Contact us within 30 days.
-
2
Send it back
Worn is fine. Return postage is paid by you.
-
3
We inspect it
As soon as your return reaches us.
-
4
Refund processed
Credited back to you.
Orders in transit
Shipped orders can't be cancelled
Once an order is in transit it can't be cancelled, and a refund can only be credited back after the item has been returned to us and inspected.
Incorrect delivery address
Please double-check your address
If an incorrect or incomplete delivery address was provided at checkout, we are not liable to resend a new pair or issue a refund for that order. Spotted a mistake? Contact us as soon as possible after ordering.
Did your order arrive late?
We work hard to get your shoes to you quickly. If it ever takes too long, we make up for it.
Late delivery refund
10%
back on your order
Over 30 business days? You get 10% back.
If your order takes longer than 30 business days to arrive, you're eligible for a 10% refund. Just contact us with your order number.
Faulty, incorrect or damaged items
Received a faulty unit or the wrong product? Contact our Customer Support team and we'll make it right. Wrong sizes and colours are replaced free under our size guarantee.
Please include the following:
- Order number
- Proof of purchase
- Video or photo of the faulty product (if applicable)
- Complete delivery address
- Contact telephone number
In some cases, we may ask for a video or photo of the defective product as proof before we can refund or replace it.
Common refund questions
How long do I have to ask for a refund?
You have 30 days. Let us know within 30 days and you can return your shoes for a refund.
Can I return shoes I've already worn?
Yes. We accept returns of our shoes within 30 days, even if they've been used.
I changed my mind. Can I still return my order?
Yes, as long as you're within the 30-day window. For items no longer desired, the buyer pays the return shipping.
My order arrived late. Am I entitled to anything?
Yes. If your order takes longer than 30 business days to arrive, you're eligible for a 10% refund. Contact us with your order number to claim it.
What if my size doesn't fit?
You're covered by our 100% size guarantee. Contact us and we'll send you a new size for free, with shipping on us. Please note this is limited to one free replacement per product.
My replacement size doesn't fit either. Can I get another one?
We offer one free replacement per product. If the new size also doesn't fit, we're unable to send another free replacement, but you can still return it for a refund within the 30-day window, with return shipping paid by the buyer.
Who pays for return shipping?
For returns for a refund, the buyer pays the return shipping. If your size doesn't fit or we sent the wrong size or colour, the replacement is shipped free, on us.
Can I cancel an order that has already shipped?
Orders in transit can't be cancelled. Once it arrives, you can return it within 30 days, and we'll credit your refund after we've received and inspected it.
I entered the wrong delivery address. Can I get a refund or a new pair?
Unfortunately not. If an incorrect delivery address was provided, we are not liable to resend a new pair or refund the order. Please check your address carefully at checkout, and contact us right away if you notice a mistake.
When will my refund be processed?
We process your refund once the item has been returned to us and inspected.
I received the wrong size, wrong colour or a faulty item. What now?
We're sorry about that. If we sent the wrong size or colour, we'll send you a free replacement with shipping on us (one free replacement per product). For faulty items, contact us with your order number, proof of purchase and a photo or video of the item, and we'll sort it out with you.
More answers in our Help centre.
Still need help?
Not happy with your pair? Talk to us.
Send us your order number and our care team will sort out your refund or free size exchange.
