Returns and Exchanges
Returns & Exchanges:
If you wish to make a return, we provide either an exchange for an item up to the same value or alternatively a store credit for the price of the returned item(s) (no refunds).
The returned item(s) must be in original condition (new, tagged, unwashed, unworn) and must have contacted us within 5 business days of receiving your order. Any returned sneakers have to be double boxed. Clothing and other items must be returned in a postage satchel.
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 sent back to you at your expense.
No returns are permitted on sale items under any circumstances. Unless faulty or damaged.
Shipping costs for ‘change of mind’, exchanges or store credits will not be refunded.
Any shipping costs on exchanged goods are at the purchaser’s expense.
If you wish to send back whole or part of the order, please contact us at firstname.lastname@example.org before doing so. Please be sure to include a copy of our returns form found here.
Details for exchange requests should be directed to email@example.com within 5 business days of receiving your order. For an approved return you will receive a return authorisation number along with the return address.
Please note all requests for exchange of goods are considered on a case-by-case basis and we reserve the right to refuse a return.
Please note that sizing of products displayed on our website may have a variance of 1-2 cm.
If your shipment is refused, or not collected from a postal outlet, you will be responsible for the original shipping and return shipping fees. The balance of your order will be refunded or the order shipped again at your request.
Launches & limited product:
No cancellations or exchanges are permitted on launch items and limited release products.
Damaged or faulty goods:
If a product/s is damaged or defective in any way, please contact us at firstname.lastname@example.org as soon you discover the fault.
We will repair the fault if possible. In the event that we are unable to repair it, we will replace the product. 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 Store 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 Store take no responsibility for boxes that are damaged in transit.
Create your return shipping label:
Once you've reached out to us (email@example.com) about your return, click here to create a return label.