At EXO-35, we strive to provide our customers with high-quality woolen felt shoes that are comfortable, stylish, and durable. We want you to be completely satisfied with your purchase. However, if you are not entirely happy with your woolen felt shoes, we have a comprehensive refund/return policy in place to ensure a smooth and hassle-free experience.

Eligibility for Refund/Return:

Unused Condition: To be eligible for a refund or return, the woolen felt shoes must be in unused and unworn condition. Please ensure that the shoes are free from any signs of wear, stains, or damage.

Within the Timeframe: You must initiate a refund/return request within 10 days of receiving your order. After this period, we will assume that you have accepted the product, and no refund or return will be accepted.

Proof of Purchase: A valid proof of purchase, such as the original receipt or order confirmation, is required to process your refund/return request. Please keep it handy when contacting us.

Refund Process: Contact Customer Support: If you would like to request a refund, please reach out to our customer support team via [contact information]. Provide your order details and the reason for the refund request. We will guide you through the process.

Evaluation: Once we receive your refund request, our team will assess the eligibility of your woolen felt shoes for a refund. We may request additional information or photographs to better understand the issue.

Refund Approval: If your refund request is approved, we will notify you and provide instructions for returning the product. Please ensure that the shoes are securely packaged to prevent damage during transit.

Refund Issuance: After receiving and inspecting the returned woolen felt shoes, we will initiate the refund process. The refund will be issued to the original payment method used during the purchase. Please note that it may take several business days for the refund to reflect in your account, depending on your financial institution.

Return Process: Contact Customer Support: If you wish to return your woolen felt shoes for an exchange or store credit, please contact our customer support team via info@exo35.com. Provide your order details and the reason for the return request. We will guide you through the process.

Return Authorization: Once your return request is approved, we will provide you with a return authorization number and instructions on where to send the product.

Secure Packaging: Ensure that the woolen felt shoes are carefully packed in their original packaging or a suitable alternative to prevent any damage during transit.

Return Shipping: You will be responsible for the shipping costs associated with returning the product. We recommend using a trackable shipping method to ensure that the package reaches us safely.

Product Inspection and Resolution: Upon receiving the returned woolen felt shoes, our team will inspect them to verify their condition. We will then process your exchange or issue a store credit, as per your request.

Please note:

  • We cannot accept returns or issue refunds for woolen felt shoes that have been personalized or customized according to your specifications unless they are defective or damaged.
  • We reserve the right to refuse a refund or return if the conditions mentioned above are not met.
  • Shipping fees, if applicable, are non-refundable.
  • If you have any further questions or need assistance, please don’t hesitate to contact our customer support team. We are here to help and ensure your satisfaction.

Exo-35 retains the right to modify this refund/return policy at any time without prior notice. Please refer to the policy on our website for the most up-to-date information.