We want you to be happy with your shopping experience, and to help ensure that, our customer support team is available to answer any questions or concerns you may have regarding our store policies.
We offer a 30-day return/exchange policy. To qualify your purchase(s) must:
* maintain their original appearance and packaging
* must be tried on in a clean, preferably carpeted surface in an odor free environment
* make sure your purchase(s) feels comfortable and fits properly prior to wearing outdoors
Items returned within the first 30 days are eligible for full refund (less outgoing/ return shipping costs).
Orders returned after 30 days are ineligible for refund OR exchange and will be refused at the time of delivery - NO EXCEPTIONS.
If you are returning/exchanging your purchase(s) due to the fault of Virtual Exchanges, Inc. we will cover the return shipping costs. This includes shipment errors and items that arrive broken/damaged. Anything else will be thoroughly reviewed before approval of a return label will be granted.
RETURN MERCHANDISE AUTHORIZATION
Return requests are processed in the order in which they are received. All return requests are approved within 2 business days and will not affect the 30 day return window for refunds.
Do not submit multiple requests for the same order, it won't expedite approval of your request.
Once approved, Virtual Exchanges, Inc will provide a RMA number and return instructions, including the return address for Virtual Exchanges, Inc. Return postage is the responsibility of the buyer, a pre-paid label will not be provided.
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. Please note, this is an elective service and will not be refunded 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, no exceptions.
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.
A confirmation e-mail will be sent to you once your refund has been submitted. If you do not see your refund within 5-7 business days of the confirmation e-mail, you will need to contact your financial institution for the status of your refund.
Please send an email via the eBay message center to advise that you would like to exchange your purchase(s) for another item:
* Include your eBay order number in the subject title
* Detail in the body of the message your eBay user ID and 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 AND may result in your desired exchange being out of stock.
If your exchange is time-sensitive, you may place a new order with Virtual Exchanges, Inc. Once your original order is returned to us, we will issue a refund. Be sure to send an e-mail via the eBay message center detailing your original order number, eBay user ID and the new order number once your order has been placed.
If you need to return or exchange your purchase(s) due to damage, defect or shipping error we will process your replacement as a priority to get your item(s) to you as soon as possible. In order to facilitate this, please contact us immediately via the eBay message center:
* Include your eBay order number in the subject title AND the issue (defect, damage, shipment error)
* Detail in the body of the message your eBay user ID along with the issue with your purchase(s)
* Include photo documentation that supports your claim
All claims will be thoroughly investigated and reviewed prior to approval, and may require additional information to assist in a resolution.
Once approved, all replacements will ship via UPS Ground service.If your replacement is time-sensitive and you need it delivered quickly, we suggest placing a new order with expedited shipping service. Once your original order is returned to us, we will issue a refund.
Any and all reimbursements, will be reviewed on a case by case basis and these details will be confirmed prior to return of your original purchase(s).
Please note, that changing your mind about your purchase OR dislike of the color/style/brand is not considered a valid claim for defect, damage or shipping error. If this is the case, you will need to follow the standard return/exchange procedures.
Thank you for shopping with Virtual Exchanges, Inc.