Return & Refund Policy

Last Updated: January 2026

30-Day Returns

We stand behind every pair. If your shoes don't fit or don't meet your expectations, contact us within 30 days of delivery to request a refund or exchange. We want you to love what you ordered. If something isn't right, we're here to make it easy. Please read the guidelines below so we can process your request as quickly as possible.

1. Return Window

You have 30 days from the date your order is delivered to request a return. Requests made after this window will not be accepted.

2. Return Eligibility

To qualify for a return, your item must meet all of the following conditions:

• Unworn, unwashed, and unused
• Free from stains, odors, pet hair, or any signs of wear
• All original tags still attached
• In its original packaging
• Accompanied by your order number or proof of purchase

Items that do not meet these conditions will be sent back to you at your expense and will not be refunded.

3. Non-Returnable Items

The following items are final sale and cannot be returned or exchanged under any circumstances:

• Sale or clearance items
• Gift cards
• Items marked "Final Sale" at the time of purchase
• Any item returned without prior authorization

4. How to Start a Return

1. Email us at info@suppern.com with your order number and the reason for your return.
2. Wait for our team to confirm your return is approved. Do not ship anything back before receiving confirmation.
3. Once approved, you will receive instructions on where to send your item.
4. Pack the item securely and ship it back within 7 days of receiving return approval.

Items sent back without prior authorization will not be accepted and will not be refunded.

5. Return Shipping Costs

• Customers are responsible for the cost of return shipping unless the item arrived damaged or incorrect.
• We recommend using a trackable shipping method. We are not responsible for packages lost in transit.
• Original shipping charges are non-refundable.

6. Refunds

Once we receive and inspect your return, we will notify you by email whether your refund has been approved or declined.

Refund Processing Time

Approved refunds are processed within 10 business days of us receiving and inspecting your returned item. There are no restocking fees.

Refund Method

Your refund method is always your original payment method — refunds are issued back to the same card or payment provider you used at checkout (Visa, Mastercard, American Express, Shop Pay, Apple Pay, or Google Pay). We do not issue cash refunds or refunds to a different payment method. Original shipping charges are non-refundable.

If approved:

• Your refund will be processed within 10 business days of receiving your returned item.
• The refund will be issued to your original payment method (credit card or wallet used at checkout).
• There are no restocking fees.

If declined:

• We will notify you with the reason.
• The item will be returned to you at your expense.

7. Exchanges

We accept exchanges. If you need a different size or color, contact us at info@suppern.com within 30 days of delivery and we will arrange an exchange for the item you want, subject to availability.

1. Email us with your order number and the size or color you would like instead.
2. Once your exchange is approved, ship your original item back following the return steps above.
3. As soon as we receive and inspect your item, we will send out the replacement at no additional product cost.

Exchanged items must meet the same eligibility conditions as returns (unworn, tags attached, original packaging). If your preferred replacement is out of stock, we will issue a refund to your original payment method instead.

8. Damaged Goods (Damaged, Defective, or Incorrect Items)

If you receive damaged goods — an item that arrived damaged or defective, or the wrong item entirely — please contact us within 48 hours of delivery at info@suppern.com with:

• Your order number
• A clear photo of the item and the issue
• A brief description of the problem

We will cover the cost of return shipping and send you a replacement or issue a full refund — whichever you prefer.

9. Cancellation Period (Order Cancellations)

Cancellation period: you may cancel your order within 30 minutes of purchase, and in any case before it has been shipped. To cancel, email us immediately at info@suppern.com with your order number. Once a tracking number has been assigned and your order is marked as shipped, the cancellation period has closed and it can no longer be cancelled — you would need to follow the return process once it arrives.

10. Late or Missing Refunds

If you have not received your refund after 10 business days of approval, please:

1. Check your bank account or card statement again.
2. Contact your credit card company — it may take additional processing time.
3. Contact your bank directly.

If you have done all of the above and still have not received your refund, reach out to us at info@suppern.com and we will investigate.

11. Contact Us

For any questions about your return, refund, or exchange, please get in touch:

Store Name: Suppern
Address: 101 Mountainview Ave, New York, NY 10314, United States
Email: info@suppern.com
Phone: +1 (518) 777-2960

Business Hours:
Mon–Fri: 9:00 AM–5:00 PM EST
Saturday: 10:00 AM–4:00 PM EST
Sunday: Closed

We typically respond within 24–48 business hours.

— The Suppern Team