Returns & Exchanges
Returns &
Exchanges
Policy Window
Time limits, what “within 30 days” means operationally, and what to do if you are near the deadline.
Returns and exchanges are available within 30 days. If you are close to the end of the window, contact support as soon as possible to avoid processing delays.
Order verification is required. Use the order number and the email used at checkout to ensure accurate matching and faster processing.
If you are uncertain whether your request is within the policy window, contact support with your order number and the date of delivery (if known). We will confirm the applicable handling path.
Eligibility
Eligibility is evaluated to protect customers and ensure items can be processed consistently.
Eligibility typically depends on item condition and whether the item matches the original order. If you are unsure, provide photos and a brief explanation when contacting support.
We may confirm order details such as customer name, email used at checkout, and item identifiers to ensure accurate processing and prevent errors.
If an item arrives damaged or incorrect, report it promptly and include clear photos of the product and packaging. This helps us determine the appropriate resolution path without delays.
How It Works
A step-by-step workflow for returns and exchanges, designed for predictable handling.
Initiation begins with support. Once eligibility is confirmed, we provide instructions for return or exchange handling. For exchanges, the goal is to align the replacement with your requested size or item.
Contact support and provide your order number, email used at checkout, and the item(s) you want to return or exchange.
State the requested outcome: return (refund) or exchange (replacement), and include a brief reason to help route handling.
If requested, provide supporting evidence (photos for damage, mismatch, or packaging issues) for verification.
Follow the provided instructions to complete the return shipment or exchange coordination.
Request a status update at any time by referencing your order number and the date you initiated the request.
Outcomes
What to expect after initiation: refunds, replacements, and standard confirmations.
Refund handling begins after verification and processing steps. Timing may vary based on the original payment method and processing intervals.
Exchanges are handled as a replacement workflow once the request is verified. If a requested size or item is unavailable, support will coordinate an alternative resolution.
If you need documentation for your records, request a confirmation summary from support and include your order number in the message.
Edge Cases
Exceptions and recommended actions to reduce ambiguity and shorten resolution time.
Contact support immediately and provide order number and delivery date (if known). Early initiation reduces timing conflicts.
Include clear photos of the product and packaging. Provide a short description of what is incorrect to speed verification.
If the requested replacement cannot be fulfilled, support will propose available alternatives or a refund-based resolution.
Specify which item(s) you are returning/exchanging and include sizes. This prevents mismatches during processing.
Support
Contact details and the recommended information set for faster return/exchange handling.
Support is available 24/7. For returns and exchanges, providing complete order information and clear requested outcome reduces back-and-forth and speeds resolution.
THU Footwear
104 Lainey Street, Garner, NC 27529, United States
Order number, email used at checkout, item name and size, requested action (return or exchange), reason (brief), and supporting evidence when relevant (photos for damage/incorrect item). If you are requesting an exchange, include the preferred replacement size/item.