Return & Exchange Policy
Your satisfaction is our priority. Please read our policy carefully.
At Retro Shoes, we want you to be completely satisfied with your purchase. If for any reason you're not happy with your shoes, we're here to help with returns and exchanges within our policy guidelines.
Return Timeframe
You may return or exchange your shoes within 14 days from the date of delivery.
For defective or damaged items, please contact us within 7 days of delivery with photos of the issue.
Return Conditions
To be eligible for a return or exchange, items must meet the following conditions:
- Unworn condition: Shoes must not show any signs of wear, including on the soles
- Original packaging: Shoes must be returned in the original box with all packaging materials
- Tags intact: All original tags and labels must be attached
- No damage: Items must be in resalable condition with no marks, scuffs, or odors
How to Return or Exchange
Contact Us
Reach out to our customer service team via WhatsApp or email with your order number and reason for return.
Get Approval
Our team will review your request and provide return instructions if approved.
Ship the Item
Securely package the shoes and ship them to our Nairobi location. Return shipping costs are the responsibility of the customer unless the item is defective or we sent the wrong product.
Processing
Once we receive and inspect your return, we'll process your exchange or refund within 5-7 business days.
Exchange & Refund Options
Exchanges
Exchange for a different size, color, or style of similar or higher value (price difference applies).
Note: Subject to availability of replacement items.
Store Credit
If no suitable replacement is available, we'll issue a store credit note valid for 14 days.
Store credit can be used on any future purchase.
Non-Returnable Items
The following items cannot be returned or exchanged:
- Sale items: All clearance and sale items are final sale
- Worn shoes: Items showing any signs of wear or use
- Custom orders: Personalized or custom-made items
- Past deadline: Items returned after the 14-day window
Damaged or Defective Items
If you receive damaged or defective shoes, please contact us within 7 daysof delivery with:
- •Your order number
- •Clear photos of the defect or damage
- •A brief description of the issue
We'll cover return shipping costs for defective or damaged items and provide a full refund or replacement at no additional cost to you.
Need Help?
Have questions about our return policy? Our customer service team is here to assist you!
This policy is effective as of October 2025 and may be updated from time to time.
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