Refund policy

 

We have a 14-day return policy, which means you have 14 days after receiving your item(s) to request a return.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, you can contact us at support@freethelace.com. If your return is accepted for evaluation, we will send you instructions on how and where to send your package. Please note that you will have to incur the return shipping cost. In your email, please provide photos or videos of the item to prove damage if any. Items sent back to us without first requesting a return or an exchange will not be evaluated for a refund. After we have received your item(s), we will undergo an evaluation phase to consider if the requirements have been met for a valid return. We will then notify you if your return request has been accepted or not.

The following cases will be considered for a resend free of charge if we are notified within 14 days after receiving your item(s):

• Damaged or broken items on arrival
• Incorrect or missing items
• Orders lost in customs
• Orders lost in transit

Please note that we will not accept a partial or full refund, resend, acceptance of a return or an exchange if FreeTheLace incurs damages based on the following:

• Only using 1 shoelace for a total of 2 shoes when installing FreeTheLace
• Failure to install FreeTheLace suitably after not following the installation guidelines appropriately
• Misuse of FreeTheLace (either when worn on shoes or not)

Please also note, delays in shipping will not be considered as a criterion for a partial or full refund, resend, acceptance of a return or an exchange.

Unfortunately, we cannot accept returns on gift cards.

You can always contact us for any return questions at support@freethelace.com.

Cancellation of order once it has been processed by one of our warehouses

Please note that you cannot cancel an order once one of our warehouses has processed your order. If you cancel an order before it is processed by one of our warehouses, a restocking fee (2.9% of your total order (that includes shipping) + USD $0.30) will be deducted from your refund. Please note that if you have paid by PayPal, PayPal fees incurred by us will also not be refunded.

Our right to cancel an order

If an order is believed to be fraud or we cannot ship to your country due to restrictions that have arisen due to the COVID-19 Pandemic, we have the right to cancel your order. You will be refunded the total amount, however a restocking fee (2.9% of your total order (that includes shipping) + USD $0.30) will be deducted from your refund. Please note that if you have paid by PayPal, PayPal fees incurred by us will also not be refunded.

Damages and issues

Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Exceptions / non-returnable items

Please note that we will not accept a partial or full refund, resend, acceptance of a return or an exchange if FreeTheLace incurs damages based on the following:

• Only using 1 shoelace for a total of 2 shoes when installing FreeTheLace (each pair of FreeTheLace ordered includes 2 shoelaces to be used for a total of 2 shoes. This ensures appropriate installation).
• Failure to install FreeTheLace suitably after not following the installation guidelines appropriately
• Misuse of FreeTheLace (either when worn on shoes or not)

Certain types of items cannot be returned like custom products (such as special orders or personalized items). Please get in touch if you have questions or concerns about your specific item.

Please also note, delays in shipping will not be considered as a criterion for a partial or full refund, resend, acceptance of a return or an exchange.

Unfortunately, we cannot accept returns on gift cards.

Exchanges

The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item. Please note that you will have to incur the return shipping cost.

Refunds

We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please note that a restocking fee will apply and will be deducted from your refund (2.9% of your total order (that includes shipping) + USD $0.30). This restocking fee also applies to orders that are cancelled before one of our warehouses has processed your order. Please note that if you have paid by PayPal, PayPal fees incurred by us will also not be refunded. Please also note that you will have to incur the return shipping cost. Refunds may take up to 14 business days to process. Please remember it can take some time for your bank or credit card company to process and post the refund too.