Refund and Return policy
Last updated: October 2026
At Brand Aid, we want you to love your pair. We do not offer refunds. We offer exchanges. If there is a problem with your order, we will exchange it for you.
When you can request an exchange Contact us within 7 days of delivery if:
- The size or fit is not right
- You received the wrong item or colour
- The item arrived damaged or defective
Conditions To be eligible, the item must be:
- Unworn, unwashed and in original condition (for size or fit exchanges)
- In its original box with all tags and accessories
- Accompanied by your order number
For damaged, defective or wrong items, please share clear photos or an unboxing video so we can resolve it quickly.
What we cannot exchange
- Shoes that have been worn outdoors, washed or altered
- Items without the original box or tags
- Items marked "Final Sale" or bought on clearance (if applicable)
- Gift cards
How to request an exchange
- Message us on 7001324623 within 7 days of delivery with your order number, the size/product you want instead, and photos if there is a defect.
- We will confirm eligibility and share pickup or return instructions.
- Once we receive and inspect the pair, we will ship your replacement (subject to stock).
Exchange shipping charges
- Wrong item, damaged item or manufacturing defect: we pay the shipping both ways.
- Size or fit exchange: [first size exchange is free / customer pays shipping both ways. Choose one and delete the other].
If your size is not in stock We will offer you an exchange for another size, or for any other product from our store. [If the new product costs less, the difference is issued as store credit. If it costs more, you pay the difference. Edit to suit.]
No refunds Brand Aid does not provide refunds against returned items. Please see our Refund & Cancellation Policy for the few situations where money is returned.
Contact 7001324623