Contact Customer Support First

Before sending any footwear back, contact Galenory™ customer support at service@galenory.com.

Unauthorized returns may not be accepted or processed properly.

Provide Your Order Information

Include your order number, the footwear style, size, color or option, and a clear explanation of the reason for the request.

Supporting Information

Depending on the situation, we may request photographs, video, packaging details, sole condition, labels, fit information, or other evidence reasonably necessary to review the request.

Return Authorization

If a return is approved, Galenory™ customer support will provide the applicable return instructions and destination.

Eligibility Depends On The Circumstances

Return eligibility may depend on the reason for the request, footwear condition, signs of wear, packaging, included materials, and applicable consumer-protection requirements.

Footwear Condition

Where a return is requested for reasons unrelated to a product defect or fulfillment error, footwear should generally remain in a condition suitable for review.

Outdoor Wear

Visible outdoor wear, dirt, sole abrasion, staining, moisture exposure, odor, modification, or damage may affect return eligibility depending on the circumstances.

Original Components

Where reasonably applicable, return the footwear with the components, accessories, inserts, tags, laces, packaging, or other materials originally supplied with the product.

Altered Or Modified Footwear

Footwear that has been materially altered, customized, cut, repaired, modified, or otherwise changed after delivery may not qualify for certain return options, subject to applicable law.

The Size Does Not Fit

If the footwear does not fit as expected, contact customer support with your order information and explain the fit concern.

Fit Is Personal

Foot length, width, instep height, toe shape, socks, footwear construction, and personal preference can all affect fit.

Try-On Condition

When evaluating fit, customers should take reasonable care to avoid unnecessary wear or damage if they may wish to request a return.

Different Styles May Fit Differently

Walking Shoes, Casual Sneakers, Outdoor Shoes, Sandals & Slides, and Boots may use different constructions, shapes, materials, or linings that influence fit.

Incorrect Size Sent

If the size received does not match your order confirmation, contact us with your order number and photographs of the size marking or label where useful.

Damage On Arrival

If footwear arrives damaged, contact us with photographs showing the condition of the product and, where relevant, the shipping packaging.

Possible Manufacturing Concern

If you believe the footwear has a defect involving stitching, sole attachment, closures, lining, upper materials, structural condition, or another component, explain the issue clearly and provide supporting images where possible.

Discontinue Use Where Appropriate

If footwear appears structurally unsafe, significantly damaged, or unsuitable for continued use, discontinue use where appropriate while the issue is reviewed.

Normal Wear & Tear

Wear that develops through ordinary use may differ from a manufacturing defect. The nature, duration, and circumstances of use may be considered when reviewing a request.

Care-Related Damage

Damage caused by improper cleaning, excessive heat, unsuitable chemicals, misuse, inappropriate storage, or use inconsistent with product guidance may affect available remedies.

Incorrect Style

If the footwear style received does not match your order confirmation, contact us with photographs of the item received.

Incorrect Color Or Option

If the color or selected option appears incorrect, provide your order details and photographs showing the received product.

Incorrect Size

If the size received differs from the size shown in your order confirmation, send us a photograph of the size label or marking where available.

Missing Product

If a product appears to be missing from the shipment, review your order confirmation and package contents, then contact customer support with the relevant details.

Separate Shipments

Some orders may be fulfilled in more than one shipment. Review available tracking and shipment information before concluding that an item is missing.

Follow The Provided Instructions

If a return is authorized, use the return instructions and destination provided by Galenory™ customer support.

Return Shipping Responsibility

Responsibility for return shipping costs may depend on the reason for the return, applicable policy terms, local consumer rights, or whether the issue resulted from a fulfillment or product problem.

Use Appropriate Packaging

Footwear should be packaged carefully to reduce the risk of damage during return transportation.

Shipping Evidence

Where appropriate, retain return-shipping documentation, tracking details, receipts, or other evidence until the return has been completed.

Unauthorized Return Destinations

Do not send footwear to an address found elsewhere unless that address has been provided or confirmed for your specific return.

Protect The Footwear

Use appropriate outer packaging and internal protection so the footwear is not unnecessarily damaged in transit.

Include Relevant Components

Where applicable, include the footwear, original inserts, accessories, laces, tags, packaging, or other components associated with the return.

Do Not Use The Shoe Box As The Only Shipping Container Where Avoidable

Where an original footwear box is included, consider placing it inside suitable outer packaging rather than attaching shipping labels directly to the retail box where practical.

Incomplete Returns

Missing components or incomplete returned items may affect the review or available resolution depending on the circumstances.

Returned Item Review

Where a physical return is required, the returned footwear may be reviewed after receipt to confirm its condition and the circumstances associated with the request.

Resolution May Depend On The Issue

Depending on the situation, an eligible resolution may involve a refund, replacement, exchange where available, partial adjustment where appropriate, or another remedy permitted by applicable law.

Additional Information

If information necessary to assess the request is missing or unclear, customer support may contact you for additional details.

Consumer Rights

Nothing in this policy is intended to exclude or limit rights that cannot lawfully be excluded under applicable consumer-protection law.

Approved Refund Method

Approved refunds are generally returned through the original or applicable payment method where reasonably possible.

Refund Submission

Once a refund is approved and submitted, the transaction may require additional processing by banks, card issuers, payment gateways, or other financial providers.

Posting Time

The time required for a refund to appear in your account depends on the applicable financial institution or payment provider and is not fully controlled by Galenory™.

Original Shipping Charges

Whether original shipping charges are refundable may depend on the reason for the return, the original order terms, applicable law, and the circumstances of the request.

Bank Or Currency Differences

Where currency conversion or external bank fees were involved, the final amount shown by a customer's financial institution may be affected by provider exchange rates or charges outside Galenory™'s control.

Exchange Availability

Exchanges may be available in some circumstances depending on product availability, size availability, order status, return condition, location, and operational considerations.

Size Exchanges

If you need a different size, contact customer support to review the options available for your order.

Style Or Color Changes

A request to change to a different footwear style, color, or product may be handled differently from a direct replacement and may depend on availability and applicable return conditions.

Price Differences

If an available exchange involves a product with a different price, additional payment or another adjustment may be required depending on the circumstances.

Review Size & Product Information Before Ordering

Customers should review product descriptions, available size information, materials, intended use, footwear type, and other relevant details before purchase.

Use Footwear Appropriately

Products should be used in a manner reasonably consistent with their intended purpose, environment, care guidance, and product-specific information.

Protect Products During Return Review

If you intend to request a return, avoid unnecessary wear, alteration, damage, contamination, or other changes that may affect the product condition.

Provide Accurate Information

Return or refund requests should include accurate order information and a truthful description of the reason for the request.

Can I Return Shoes Because They Do Not Fit?

Contact customer support with your order information and fit concern. Available options may depend on footwear condition, order circumstances, and applicable return requirements.

Can I Return Shoes After Wearing Them Outside?

Visible outdoor wear may affect return eligibility, particularly where the request is based on preference or fit rather than a product defect or fulfillment error.

What If I Received The Wrong Pair?

Contact us with your order number and photographs showing the footwear received. Our team can review the discrepancy and available resolution.

What If My Approved Refund Has Not Appeared?

If a refund has already been processed by Galenory™ but has not appeared after a reasonable period, contact your bank or payment provider and Galenory™ customer support where appropriate.