REFUND POLICY

We have a 14-day return policy, which means you have 14 days after receiving  your order for us to receive your return.

To be eligible for a return, your shoes must be in the same condition that you received it, unworn or unused and in its original packaging. You’ll also need your order number and a confirmation code. Bags, sale, discounted orders and orders from the United States can be exchanged but are not eligible for refund. International orders, slippers, socks, straps and previously discounted shoes that have an additional discount code applied are not eligible for exchange or refund. 

To start a return, you can contact us at hi@drlizashoes.com. If your return is accepted, we’ll send you a confirmation code , as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return question at hi@drlizashoes.com

Damages and issues
Please inspect your order upon receipt and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Exceptions / non-refundable items

We cannot accept returns or process refunds for sale items, gift cards, straps, slippers, bags, US orders and International orders.

Exchanges

Canadian, US, sale and discounted orders are eligible for exchange as long as the item is not final sale. Please email us at hi@drlizashoes.com for exchange instructions. You have 30 days after receiving  your order for us to receive your exchange. You are able to exchange them for something of equal value from the time you purchased them. Items purchased at a discounted price, US + International orders and final sale items cannot be refunded. Please note the size or colour you would like to exchange for and pending availability we will send them out to you as soon as we receive your package. Please note that your shoes can only be exchanged once and once exchanged cannot be refunded. Please note that any shoes with signs of wear [any scuffing] , missing/damaged boxes, missing shoe bags or otherwise incomplete will not be accepted for exchange. You are responsible for return shipping costs.

If we do not have the size available that you would like to exchange for you can have the amount of your original purchased credited  towards your new order. You will be sent a discount code that can be applied to your purchase.  Please note that the site only accepts one code at a time so cannot be combined with another discount code.

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be refunded within 5 business days on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too.

*final sale items cannot be exchanged or refunded

 

Please note that we are not responsible for lost or stolen packages and will not be able to provide a refund or replacement in these cases. If you would like to have your package fully insured please let us know prior to making your order and you will be provided with a checkout link for additional insurance.