Exchanges and Store Credit PolicyUpdated 5 months ago

Exchanges and store credits are allowed, depending on the circumstances. To qualify for an exchange or store credit, the item must be in the same condition as received, unused/unwashed, with tags, and in its original packaging. Certain items, such as those marked as final sale, gift cards, bespoke products, International orders, and gifts with purchase, are ineligible for exchanges or store credit.

To initiate an exchange or store credit request, the product must meet specific conditions outlined in the policy. The exchange and store credit window is set at 30 days, starting from the date the order is marked as delivered by the carrier. The responsibility for return shipping label costs lies with Sutro Shoes, depending on the specified terms. The exchange or store credit process begins once the returned items are received and inspected by our team. Customer funds may be temporarily held to confirm receipt and verify eligibility, ensuring a fair and secure process and preventing fraudulent or unauthorized returns.

Please be aware that this Exchange and Store Credit processing policy may be subject to change at the discretion of Sutro Shoes. Any updates will be communicated to customers through appropriate channels. By continuing with a purchase, you acknowledge and agree to abide by the terms outlined in this exchange and store credit processing policy.

To submit an exchange or store credit request, please provide your order ID and shipping address through our exchange portal. Due to increased order volume and our commitment to meticulous inspection for product quality, the processing time for your refund or exchange may extend up to 3 weeks. Your understanding and patience during this period are greatly appreciated.