Refund policy
Returns & Exchanges Conditions
You can return or exchange your shoes for 30 days.
If 30 days have gone by since your purchase, unfortunately we cannot offer you a refund or exchange.
To be eligible for a return/exchange, your item must be unused, in the original packaging with all the accessories included and in the same condition you received it.
Please be careful when trying on your shoes at home, since we will need your shoes back in mint condition in order to be able to sell them. We recommend that you try your shoes on a carpeted surface and avoid too much flexing to prevent creasing.
Shipping Returns
All returns must be processed by JAK, and shipped using our shipping labels only. After your return/exchange is approved, we will send you a shipping label and detailed instructions on how to process it.
This ensures we can track your package back to our warehouse and that we can easily process customs clearance when it applies.
Unfortunately we can not accept returns sent by any other method. Please do not ship directly to our warehouse, as we will not be able to receive your parcel and issue a refund.
Exchanges
If you need an exchange, we will cover the return and shipping costs of your new pair. This is limited to one exchange per order.
Please fill in the return form, and we will send you a prepaid shipping label along with detailed instructions to return your shoes back to our warehouse.
For multiple exchanges, we will invoice the shipping cost according to the following shipping rates:
United Kingdom - 12£
USA & Canada - $15 USD
Portugal - 5€/15€ (Islands)
European Union - 8€
Rest of Europe - 15€
Rest of the World - 25€
Returns
If you ordered two sizes and need to return one size, JAK will cover the return cost.
If you wish to return for store credit, JAK will cover all the return costs.
You can return your shoes for a refund to the original payment method. In this case, part of the shipment costs are non-refundable, and deducted from your refund, according to the pricing bellow:
United Kingdom
1 Pair - 15£
2 Pairs - 25£
Every extra pair - 3£
USA & Canada
1 Pair - $20
2 Pairs - $30
Every extra pair - $5
European Union
1 Pair - 12€
2 Pairs - 18€
Every extra pair - 3€
Portugal
1 Pair - 5€
2 Pairs - 8€
Every extra pair - 2€
Rest of Europe
1 Pair - 20€
2 Pairs - 30€
Every extra pair - 4€
Rest of the World
1 Pair - 25€
2 Pairs - 37€
Every extra pair - 5€
Exceptions
If we sent you the wrong size/product ordered or if your shoes are in any way defective/faulty we will cover all exchange shipping costs.
If we can’t replace the ordered product, we will cover the return shipping costs and issue a full refund.
Unless you received a faulty/defective product, shipping costs are non-refundable.
Gift cards are non-returnable.
There are certain situations where only partial refunds are granted:
- Any item not in its original condition, is damaged or missing parts for reasons not due to our error.
- Any item that is returned more than 30 days after delivery.
How to Return / Exchange
Please click here to start your exchange/return process.
After filling in the form above, we will validate your request and, send you a shipping label along with detailed instructions on how to return your shoes for an exchange or refund. This normally takes 1-2 business days.
If you have any questions, please contact us, we are glad to help.
Please do not ship any items directly to our warehouse without the proper shipping label provided by us as we will not be able to process your return.
Import Duties
We ship from Portugal, from within the European Union. No import duties will be charged in the EU. For shipments outside the EU, import duties may be due, paid to the carrier, according to the destination country's legislation.
Order Changes and Cancelations
If your order has not been shipped yet, you are welcome to email us at shoes@jakshoes.com and we will happily cancel or make amendments to your order
In the cases where the order has shipped, please refer to the returns process.
Shipped orders, cannot be canceled. If the order is canceled / not claimed from customs and returned to our warehouse, JAK will be charged for both shipments, warehousing costs and processing fees. Therefore, only a partial refund will be issued, deducting the aforementioned costs.
Refunds
Once your return is received and inspected (up to 7 business days), we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within 2-3 business days.
Late or missing refunds
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at shoes@jakshoes.com.
Sale items
Outside the EU, only regular priced items may be refunded, unfortunately sale items cannot be refunded. Sale items do not qualify for returns.
Please drop us an email at shoes@jakshoes.com for instructions.