At SandalRush, we want you to love your designer footwear as much as we do. If your purchase isn’t quite the perfect fit, our hassle-free returns process ensures your satisfaction remains our top priority—just like our curation of Golden Goose sneakers and Alexandre Birman pumps.

Eligibility

You may return or exchange items within 15 days of receiving your order, provided they are:

  • In original, unworn condition with all tags attached
  • Packaged in the original box with protective materials
  • Accompanied by the original packing slip or receipt
Note: For hygiene reasons, socks and shoe care products marked as “Final Sale” cannot be returned. Customized or monogrammed items are also non-returnable.

Return Process

  1. Initiate Your Return: Email our Miami-based concierge team at [email protected] with your order number and return request details (see template below).
  2. Wait for Authorization: We’ll respond within 24 business hours with a Return Merchandise Authorization (RMA) number and prepaid shipping label if eligible for free returns.
  3. Package Securely: Include all original packaging and documentation. Write the RMA number clearly on the outside of the box.
  4. Ship Your Return: Drop off at any FedEx or DHL location (depending on your original shipping method). For EMS returns, follow the instructions provided.

Exchange Process

Follow the same steps as returns, but specify your desired exchange item in your initial email. Exchanges are subject to availability—we’ll notify you immediately if your preferred size/color needs backordering.

Refund Timeline & Methods

Once we receive and inspect your return:

  • Processing Time: 3-5 business days
  • Refund Method: Original payment form (Visa, MasterCard, JCB, PayPal)
  • Appearance in Your Account: 5-10 business days depending on your financial institution

Shipping fees are non-refundable except in cases of our error.

Return Shipping Costs

Service Cost Timeframe
Standard Return (DHL/FedEx) $12.95 (deducted from refund) 10-15 business days
Free Return (Orders over $50 via EMS) Complimentary 15-25 business days

Return Request Template

Subject: Return Request for Order #[Your Order Number]

Dear SandalRush Team,

I would like to initiate a return/exchange for my recent order (#[Order Number]). Below are the details:

  • Item Name: [Product Name]
  • Size/Color: [Details]
  • Reason for Return: [Fit/Quality/Other]
  • Preferred Action: [Refund/Exchange to (specify)]

Please advise next steps at your earliest convenience.

Best regards,
[Your Full Name]
[Your Email Address]

International Returns

For returns outside the U.S.:

  • You are responsible for any customs duties or taxes
  • Mark the package as “Returned Goods” to avoid additional charges
  • Allow extra processing time for international shipments

Questions? Our style advisors are available via email to ensure your return experience is as effortless as slipping into our buttery-soft Sam Edelman flats.

Last Updated: [Insert Date]