Exchange Policy

We offer exchanges of unworn items within 7 calendar days of delivery. Consumers in the European Union and the United Kingdom also have a 14-day right to cancel an online purchase for a refund. This policy does not limit any rights you have under applicable consumer law.

Seven-day exchanges

For a voluntary size or color exchange, request it within 7 calendar days of delivery. Try shoes indoors on a clean surface. Items must be unworn, with clean soles, original tags and packaging, and in resaleable condition. A replacement depends on stock availability. Each order can be exchanged once under this voluntary policy. You pay return postage; we recommend a tracked service.

EU and UK cancellation rights

Tell us within 14 days after receiving your order if you wish to cancel. You then have 14 days to send the goods back. You do not have to provide a reason or photographs to give notice of cancellation. You may inspect and try on shoes as you would in a shop. Any deduction must reflect an actual loss in value caused by handling beyond what is necessary to assess the goods; removing packaging alone does not impose an automatic fee.

We refund the product price and the original standard delivery charge to your original payment method. Extra charges for a delivery upgrade are not refundable. We process the refund within 14 days of cancellation notice and may withhold it until we receive the goods or evidence that you sent them back, whichever is earlier. You pay return postage for a change-of-mind cancellation.

How to contact us

Sign in, open your order and choose the available return or exchange option. You can also email orders@rax.shoes with your name and order number. An email clearly stating that you wish to cancel is sufficient notice for an EU or UK cancellation. Contact us for return instructions and the appropriate return address before posting the parcel.

Damaged, faulty or wrong items

Email orders@rax.shoes as soon as you discover a problem. Photos help us assess damage or an incorrect item, but your statutory rights do not expire after 7 days. We will arrange the remedy and any return costs required by applicable law. The voluntary exchange condition rules do not remove your rights for faulty or incorrectly supplied goods.

Before dispatch

Contact us promptly if you want to cancel an order before it ships. Once dispatched, the applicable return and statutory cancellation rights still apply.