Refund & Returns Policy

We want you to be happy with your order. If something is not right, this page explains how to return an item and get a refund.

14-day return window

You have 14 days from the date of delivery to request a return. To be eligible, the item must be:

  • Unworn and in the same condition you received it
  • In its original packaging and box, with any tags still attached
  • Free of any signs of outdoor use, wear, scuffs, marks, or odor
  • Accompanied by proof of purchase (order number or confirmation email)

Requests made after the 14-day window unfortunately cannot be accepted.

A note on trying your shoes and insoles

For hygiene reasons, and to be fair to every customer, footwear and insoles can only be returned if they have been tried indoors, briefly, on a clean carpeted surface. Items that show signs of outdoor wear — scuffs on the sole, marks on the upper, dirt, sweat, or odor — cannot be returned or refunded.

We recommend trying your new pair for a few minutes at home before wearing them outside. This lets you check the fit and comfort without affecting your right to return.

How to start a return

Send an email to contact@the-orthopedic-shop.com with your order number and a short note explaining why you would like to return the item. We will reply with the return address and next steps.

Please wait for our confirmation before shipping anything back. Items sent to us without prior contact may not be processed.

Return shipping

Return shipping is paid by the customer, unless the item arrived damaged, faulty, or was not what you ordered. In those cases, we cover the return costs and we ask you to send us a photo of the issue when you first get in touch, so we can help as quickly as possible.

We recommend using a tracked shipping method for your return, so the parcel does not get lost on the way. We cannot be held responsible for returns that do not reach us.

Refunds

Once your return arrives and has been inspected, we send you an email to let you know whether the refund has been approved.

Approved refunds are issued to the original payment method within 4 business days of inspection. Depending on your bank or card provider, it can take a few extra days for the funds to appear on your statement.

If more than 10 business days have passed since your refund was approved and you still have not received it, please contact us at contact@the-orthopedic-shop.com and we will look into it with you.

Exchanges

We do not offer direct exchanges. If you would like a different size, color, or model, please return the original item for a refund and place a new order for the one you want.

Damaged, faulty, or incorrect items

If your order arrives damaged, faulty, or is not what you ordered, please contact us within 48 hours of delivery at contact@the-orthopedic-shop.com, with your order number and a photo of the issue. We will offer a replacement or a full refund, including any return shipping costs.

Non-returnable items

For hygiene reasons, we cannot accept returns on:

  • Items that show signs of outdoor wear, dirt, or odor
  • Insoles that have been used inside worn shoes
  • Any item without its original packaging or box

Please check the fit and quality carefully during your indoor try-on before wearing your shoes or insoles outside.

Cancellations

If you change your mind shortly after placing your order, contact us as quickly as possible at contact@the-orthopedic-shop.com. If your order has not yet entered processing, we will do our best to cancel it and issue a full refund. Once processing has started, we may no longer be able to cancel, and the standard return process will apply after delivery.

Your statutory rights

Nothing in this policy affects any statutory rights you may have as a consumer under applicable law.

Contact

Any questions about returns or refunds? Reach us anytime at contact@the-orthopedic-shop.com. We aim to reply within one business day.