Privacy policy
Return & Exchange Policy
Last updated: August 26, 2026
At footnote, we want you to love the shoes you receive. Because footwear is a fit-sensitive product, we offer a straightforward exchange process while maintaining quality and hygiene standards for every pair.
Please read the following policy before placing your order.
1. Exchange Window
You may request an exchange within 7 days of receiving your order.
To start an exchange, please contact us within the 7-day period at:
Email: wearfootnote@gmail.com
Phone: +92 322 4826023
Please include your order number, the reason for the exchange, and clear photographs where applicable.
Requests submitted after 7 days may not be accepted.
2. Size & Fit Exchanges
We understand that finding the right fit online can sometimes be difficult.
You may request a one-time size exchange for the same product, subject to availability.
To qualify:
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The shoes must be completely unworn.
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They must only have been tried indoors on a clean, dry surface.
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The soles must show no signs of outdoor use.
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The shoes must be free from marks, dirt, scuffs, creases, stains, odours or other signs of wear.
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The original box, packaging, tags and invoice/order information should be returned with the shoes.
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The product must not have been altered, repaired or damaged after delivery.
We strongly recommend trying footwear on a clean indoor surface before deciding whether the size is correct.
For a size or preference-based exchange, the customer is responsible for the return courier charges and any applicable re-delivery charges.
3. Wrong Item, Damaged Item or Manufacturing Defect
If you receive:
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the wrong product;
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the wrong size or colour compared with your order;
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a product damaged during delivery; or
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a genuine manufacturing defect,
please contact us within 48 hours of delivery and provide clear photographs/videos showing the issue.
For approved cases caused by Footnote, we will arrange the appropriate exchange or replacement and cover the applicable return/re-delivery cost.
A product that has been worn, used outdoors, cleaned, altered or damaged after delivery will not normally qualify as a manufacturing-defect claim.
4. Quality Inspection
All returned/exchanged footwear is inspected by our team before an exchange, replacement or credit is approved.
A shoe may be rejected where inspection shows signs of use or damage inconsistent with the customer's stated reason for return.
Examples include:
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Dirt, dust or marks on the sole
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Outdoor wear
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Creasing caused by use
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Scratches or scuffing
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Damaged heels or soles
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Water or stain damage
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Alterations or repairs
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Missing or damaged original packaging
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Strong odours or other evidence of wear
This inspection exists to ensure that footwear returned to us as unused has not been worn or used.
5. Store Credit & Refunds
Our first preference is to resolve eligible returns through an exchange or Footnote store credit.
Where an approved return cannot reasonably be fulfilled through an exchange, we may issue store credit equal to the eligible product value, subject to this policy.
Store credit:
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Can be used toward a future Footnote purchase.
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Is non-transferable unless approved by Footnote.
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Does not include original delivery charges unless the return resulted from an error by Footnote.
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Will be issued after the returned product has been received and inspected.
Cash refunds are not offered for ordinary size, fit, colour or change-of-mind requests.
Where a cash refund is required because of an applicable consumer right or where Footnote determines that a refund is the appropriate resolution for an approved claim, the eligible amount will be refunded through the applicable payment method.
For prepaid orders, refunds will normally be returned through the original payment method where available.
For COD orders, where a refund is approved, Footnote may request the customer's bank or other payment details required to process the refund securely.
6. Sale & Promotional Items
Items purchased during a sale, clearance or special promotional offer are generally eligible for exchange only, subject to availability and the conditions of this policy.
Cash refunds are not available for change-of-mind, size or fit issues on promotional items.
Manufacturing defects or incorrect items supplied by Footnote remain subject to review under this policy.
7. COD Orders & Undelivered Parcels
Cash on Delivery (COD) orders are confirmed and dispatched specifically for the customer who placed the order.
Please place a COD order only when you are ready to receive it.
If an order is refused, repeatedly missed, or returned to Footnote because the customer is unavailable or declines to accept the parcel, Footnote may restrict or remove COD availability for future orders from that customer.
Where an order has already been dispatched, cancellation requests may be subject to courier or return-to-origin charges.
This does not affect legitimate delivery issues caused by the courier or circumstances outside the customer's control.
8. Exchange Availability
All exchanges are subject to stock availability.
If the requested size or product is unavailable, Footnote may offer:
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another available size of the same product;
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an alternative product of equivalent value; or
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Footnote store credit for the eligible amount.
Where the replacement item has a higher price, the difference must be paid before dispatch.
Where the replacement item has a lower price, the difference will normally be issued as Footnote store credit.
9. Shipping Costs
For customer-requested size, fit, colour or preference exchanges, return shipping and applicable re-delivery charges are the customer's responsibility.
For an exchange caused by a wrong item, incorrect size/colour sent by Footnote, or an approved manufacturing/delivery defect, Footnote will cover the applicable return and replacement delivery costs.
Original shipping charges are generally non-refundable unless the issue was caused by an error on our part or otherwise requires a refund under applicable law.
10. Items That Cannot Be Accepted
We cannot accept an exchange where the product:
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Has been worn outdoors or used.
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Has visible dirt, stains, scuffs or scratches.
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Shows material signs of wear.
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Has been washed, cleaned or altered.
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Has been repaired or modified.
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Is returned without the original packaging where the packaging is reasonably required to verify or protect the product.
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Is returned after the applicable exchange period.
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Was damaged after delivery through customer use or handling.
11. How to Request an Exchange
Please contact us before sending anything back.
Send:
Order number:
Customer name:
Phone number:
Reason for exchange:
Requested size/product:
Photos/videos, where applicable:
Do not send a parcel to Footnote without receiving exchange instructions from our team.
Unapproved returns may be delayed or may not be processed.
12. Processing Time
Once the returned product reaches us, our team will inspect it.
After approval, we will confirm the exchange, replacement or store-credit resolution with you.
Processing and delivery time may vary depending on your location, courier service and product availability.
13. Important Note About Product Appearance
Product colours may appear slightly different depending on your device screen, photography lighting and display settings.
Minor variations in colour or texture that do not represent a material difference in the product are not considered manufacturing defects.
14. Our Commitment
We want Footnote to be a brand you can shop from confidently.
Our exchange process is designed to protect both our customers and the quality of our footwear. Every genuine issue is reviewed fairly, and we will always aim to provide a reasonable resolution for an eligible claim.
Nothing in this policy is intended to exclude or restrict any consumer right that cannot legally be excluded or restricted under applicable law.
Contact Us
For return and exchange assistance:
Footnote
Email: wearfootnote@gmail.com
Phone: +92 322 4826023
Please have your order number ready when contacting us.