At maryjane.shoes, we want you to love your new shoes. If something isn't quite right, we're here to help with a simple and fair return process.

1. Return Eligibility

We accept returns on eligible items within 30 days of delivery. To be eligible for a return, your item must meet the following conditions:

  • Unworn and in original condition
  • Free from scratches, scuffs, or sole markings
  • In original packaging with all tags attached
  • Accompanied by proof of purchase (order number or receipt)

Items returned outside the 30-day window or that do not meet these conditions may be refused or subject to a restocking fee.


2. What Can and Cannot Be Returned

Returnable Items

  • All unworn shoes in original condition
  • Shoes with original box and packaging intact
  • Items purchased at full price
  • Items purchased with promotional codes (see Section 8)

Non-Returnable Items

  • Clearance and final sale items (marked as "Final Sale")
  • Worn or damaged items
  • Items without original packaging or tags
  • Gift cards and digital products
  • Items returned after 30 days

3. How to Initiate a Return

Step 1: Contact Us

Email us at [email protected] within 30 days of delivery with:

  • Your order number
  • Reason for return
  • Photos of the item (if applicable)

Step 2: Receive Authorization

Our team will respond within 1-2 business days with a Return Merchandise Authorization (RMA) number and return instructions. Do not ship your return until you receive this authorization.

Step 3: Pack and Ship

  • Place the item in its original shoe box
  • Include the original packaging and all tags
  • Add your RMA number on the outside of the package
  • Use a trackable shipping method

Step 4: Inspection and Refund

We inspect all returned items within 3-5 business days of arrival. Once approved, your refund will be processed according to Section 4.

4. Refunds

Refund Method

Approved refunds are issued to your original payment method. Processing times vary:

  • Credit/debit card: 5-10 business days
  • PayPal: 1-3 business days
  • Bank transfer: up to 10 business days

What Is Refunded

  • Standard returns: Product price only (original shipping costs are non-refundable)
  • Our error (wrong/defective item): Full refund including shipping costs

Return Processing Fee

A return processing fee of $8.00 USD per order may be deducted from your refund to cover handling and restocking costs. This fee is waived for returns due to our error or defective items.


5. Exchanges

We want you to have the perfect fit. If you need a different size or color, we recommend placing a new order for the replacement item to ensure availability, then returning your original item for a refund.

Exchange Process

  1. Place a new order for the size or color you want
  2. Return the original item following the standard return process (Section 3)
  3. Receive refund once the returned item passes inspection

6. Damaged or Defective Items

We inspect every pair before shipping, but if something arrives damaged:

What to Do

  • Contact us within 7 days of delivery at [email protected]
  • Include your order number and clear photos showing:
    • The damage or defect
    • The shoe box and packaging
    • The shipping label

Our Resolution

For confirmed quality issues or our error, we offer:

  • Full refund including shipping costs
  • Free replacement (subject to availability)
  • Store credit for future purchases

7. Wrong Size or Fit Issues

If the shoes don't fit as expected, you can return them for a refund following our standard return process.

Tips for Future Orders

  • Check our size guide before ordering
  • Measure your feet in the evening when they are largest
  • Contact us at [email protected] for sizing advice

8. Promotional and Discounted Items

Items purchased with promotional codes or during sales events are eligible for return under the following conditions:

  • The refund amount will reflect the discounted price paid
  • If the promotion required a minimum purchase threshold, returning items may affect the eligibility, and the promotional value may be deducted from the refund
  • Clearance items marked as "Final Sale" are not returnable

9. Return Shipping Costs

Customer Pays Return Shipping

  • Change of mind
  • Wrong size ordered
  • Personal preference

We Pay Return Shipping

  • Wrong item shipped
  • Defective or damaged item
  • Significant quality issue

International Returns

  • Customers are responsible for return shipping costs for personal preference returns
  • Any customs duties or taxes incurred on returns are not refundable
  • We recommend using a trackable shipping method

10. Order Cancellation

Before Shipment

  • Orders can be cancelled within 12 hours of placing them
  • Contact us at [email protected] immediately
  • Full refund will be processed within 3-5 business days

After Shipment

Once your order has been shipped, it cannot be cancelled. Please follow the standard return process after delivery.

11. Late or Missing Refunds

If you haven't received your refund:

  1. Check your bank account or payment method again
  2. Contact your bank or credit card company—refunds may take up to 10 business days to appear
  3. If more than 10 business days have passed since we approved your return, contact us at [email protected]

12. EU Customers – Right of Withdrawal

If you are located in the European Union, you have the right to withdraw from your purchase within 14 calendar days of receiving your order, without giving any reason.

How to Exercise This Right

  • Email us at [email protected] within 14 days of delivery
  • Return the item with tracking within 14 days of notifying us

Conditions

  • Item must be unworn and in original condition
  • You are responsible for return shipping costs
  • A restocking fee may be deducted from the refund

13. Contact Us

For return inquiries, exchanges, or any concerns, please contact our customer service team:

  • Email: [email protected]
  • Response Time: Within 1 business day
  • Return Address: Rm 416, 4F, Building C, Huoli Business Plaza, No. 185 Jumao Street, Xiangcheng District, Suzhou, China

For urgent matters, please include "URGENT" in your email subject line.

Thank you for choosing maryjane.shoes. We appreciate your trust and are committed to ensuring you find the perfect pair.