Returns & Exchanges
→ LAUNCHES & LIMITED PRODUCTS
No cancellations or exchanges are permitted on launch items and limited release products.
→ RETURNS & EXCHANGES
If you wish to make a return, you must contact us within 5 business days of receiving your order. All requests for exchange of goods are considered on a case-by-case basis and we reserve the right to refuse a return.
We may provide an exchange for an item up-to the same value or issue store credit for the price of the returned item(s).
PLEASE NOTE: We do not offer refunds.
Returned or exchanged item(s) must be in original condition (new, tagged, unwashed, unworn).
Online orders can only be exchanged via the online department. Exchanges or refunds cannot be made at our store (including for faulty items).
Items returned for an exchange that are considered worn, untagged, washed or damaged by our returns department will be returned to you, at your expense.
PLEASE NOTE: Returns or exchanges are not permitted on sale items under any circumstances.
If you wish to return or exchange part or all of your order, contact email@example.com before doing anything else. Please be sure to include a copy of our returns form found here.
Shipping costs for ‘change of mind’, exchanges or store credit will not be refunded. Any shipping costs on exchanged goods are at the purchaser’s expense.
Details for exchange requests should be directed to firstname.lastname@example.org within 5 business days of receiving your order. For an approved return you will receive a return authorisation number along with the return address.
Any returned sneakers have to be double boxed. Clothing and other items must be returned in a postage satchel.
PLEASE NOTE: Sizing of products displayed on our website may have a variance of 1-2 cm.
→ REFUSED SHIPMENTS
If your shipment is refused, or not collected from a postal outlet, your order will be returned to sender. We will be in contact once we receive your return. Upon request, you will then be refunded the full amount for your order excluding the original shipping and return shipping fees.
→ DAMAGED OR FAULTY GOODS
If a product/s is damaged or defective in any way, please contact us at email@example.com as soon you discover the fault.
We will repair the fault if possible. In the event a repair is not possible, we will replace your product with the same item. If a replacement is not available you will be eligible for a store credit or refund.
Please send a photograph of the fault, this will prevent any possible delays in the returns process. Upon receiving the defective product, we will then consider each claim on a claim by case basis and in liaison with the manufacturer.
Please note UP THERE take no responsibility for items that are damaged, lost or stolen during transit.
→ DAMAGED SHOE BOXES
Occasionally shoe boxes can get damaged in transit to us or during delivery to customer. We check all shoes before getting dispatched to ensure that are in the expected condition. We will not accept returns on the basis of a damaged box except for extreme circumstances.
UP THERE take no responsibility for boxes that are damaged in transit.
→ CREATING A RETURN LABEL
Once you've contacted us about your return, click here to create a return label.