We want you to be happy with your shopping experience, and to help ensure that, our customer support team is here to answer any questions or concerns you may have regarding our store policies.
Please make sure the item fits properly and feels comfortable before wearing your purchase(s) outside. Try your purchase(s) on in a clean, preferably carpeted surface and in an odor free (ex: smoke free, etc.) environment.
We are proud to offer a 365-day return/exchange policy. Your purchase(s) must maintain their original appearance and packaging to qualify. Items returned within the first 30 days are eligible for full refund (less outgoing/return shipping costs).
All items returned after 30 days are eligible for store credit only.
If you are returning/exchanging your purchase due to the fault of Virtual Exchanges, Inc. we will cover the return shipping costs.
All returns are processed in the order in which they are received. Please allow 2-3 business days from the date your item arrives in our warehouse to be processed.
You may return your purchase(s) using whichever shipping method you find to be most reliable. We suggest using the tracking and delivery confirmation option provided by the carrier if at all possible. However, this is an elective service and is non-refundable by Virtual Exchanges, Inc.
Please be sure to package the item(s) in a box or packing sleeve prior to returning to our warehouse.
DO NOT USE THE ORIGINAL SHOE BOX AS THE PRIMARY SHIPPING BOX. Doing so will result in a $15 fee being deducted from your refund total.
If you do not see your refund within 5-7 business days, you will need to contact your financial institution for assistance.
Please send an email to firstname.lastname@example.org to advise that you would like to exchange your purchase(s) for another item:
1. Include your order number in the subject title.
2. Detail in the body of the message the item you would like in exchange (color/size/style, etc.)
Please include a $10 check or money order with your returned merchandise. This will cover the cost of shipping and packing materials to ship the exchanged merchandise to you. Failure to include your $10 payment, will delay your exchange being processed for shipment.
If your exchange is time-sensitive, you may place a new order through our store. Once the original item is returned, we will simply process as a return and will issue a refund. Please be sure to notify us first by emailing email@example.com. Include both your original order number and the new order number.
If you need to return or exchange your purchase(s) due to damage, defect or shipping error we will process as a priority to get your item(s) to you as soon as possible. In order to facilitate this please email us immediately at firstname.lastname@example.org
1. Include your order number in the subject title AND indicate the issue (Damage, Defective, or Shipping Error).
2. Detail in the body of the message the issue and include photo documentation.
All claims will be reviewed and may require additional information prior to being approved.
Please be aware that all replacements will ship via UPS Ground and only after we receive and validate the claim. If your replacement is time-sensitive and you need it delivered quickly, you may place a new order with expedited shipping. Once your original order is returned to us, we will process as a return and will issue a refund to the original method of payment.