REFUND or RETURNS POLICY
RETURNS INFORMATION
Because most of our products are designed, hand-crafted, customized or personalized per order, we do not accept returns or refunds. The only exception may be for incorrect shoe sizing within 2 shoe sizes. (Insure correct shoe sizing by using the included measurement guide.) In this case immediately contact us at returns@mascotkicks.com to get return authorization and instructions.
For non-imprinted products we accept returns or exchanges up to 10 days after receiving it, for a product that is unused, unworn, unwashed and not customized. Refunds will be issued to the card used on the original transaction. Please include order number in an email with description of the issue to: returns@mascotkicks.com
However, we do not accept returns for undergarments, socks, swimwear, face coverings, and custom and/or personalized items. Most items on this store are customized or personalized. Since these items are designed and made according to your specifications they are classified as Final Sale.
Because shoes are not returnable or refundable please be sure to select the correct size by using our measurement guide and sizing table. (All sizes are not created equal so measure twice and buy once.)
All products should be returned with original hangtags, instructions, and packaging. All products are inspected upon receipt before your refund is processed. If the product is found to be missing original packaging and/or hangtags, a refund will be in the form of store credit only at the current list price.
Unless the product is defective, damaged, or you received the wrong item, original shipping will not be refunded, and the cost of the provided return label will be deducted from the return.
DURING CHRISTMAS HOLIDAY SEASON-
During CHRISTMAS Holiday season we will have extended return days allowed for exchanges or refunds. The Holiday season extended period ends on January 15th of the following year. Returns made after this date will be in the form of store credit.
FREQUENTLY ASKED QUESTIONS (FAQs)
HOW DO I RETURN MY PRODUCT?
To initiate a return or exchange, please contact us at email: returns@mascotkicks.com. You will receive a response promptly advising you how to handle your request. In your email, please include your original order number, which item you're returning or exchanging, and a brief description (or photo of the damage/defect) letting us know the reason for your return.
WHAT HAPPENS IF I HAVE DAMAGED OR INCORRECT PRODUCTS?
Due to human error occasionally the wrong product may get sent out, however, we will work with you to get the correct items sent usually at no additional cost.
In the rare event that you encounter an issue with your order or receive a damaged or defective product, we will offer free immediate replacement. Just send your order number and a photo of the issue to: returns@mascotkicks.com and we will review it and send you a return authorization. We apologize that you have received a damaged product. Quality and Care are core values so we will handle all claims promptly. (We require that all damaged or incorrect merchandise claims be submitted within 15 days of receiving it. We reserve the right to deny any requests submitted after this period.)
HOW LONG WILL IT TAKE FOR MY REFUND TO PROCESS?
Once we receive the returned merchandise, we will credit your account within 7-10 business days. You will receive a confirmation email when this is complete. Once we complete the refund on our end, it is then subject to your banks policy when it will actually post to your bank account.
HOW LONG WILL IT TAKE TO RECEIVE MY EXCHANGE/Replacement?
Once we receive the returned merchandise, you will receive a confirmation email within 5-7 days when this is complete. We will send you a confirmation and tracking number when the product ships.
If your order is not what you approved, or the product(s) is flawed, we will repair, replace or refund you right away. Please notify us within ten (10) days of delivery of items.
Again, thank you for your business.