Returns & Exchanges

Price Adjustments

No price adjustments. Promotions only apply during active dates.

Eligibility

Returned items must be new, unworn, unwashed, with tags attached. Footwear must be tried on indoors only.
Retail shoe boxes must be returned to us inside an outer box. Missing boxes or returns deemed unsellable = 10% handling fee on the refund. Any proposed exchanges are cancelled in this case and a refund is issued.
Returns must be requested within 30 days of delivery (carrier scan). Approved returns must then be shipped back within the stated return window.
After 30 days, returns are not accepted by the automated system.
Final sale: SALE and MYSTERY items are not returnable or exchangeable. Faulty items remain covered by law.
Purchases from other retailers must be returned to the original store.

Return Shipping Deadline

All returns and exchanges must be shipped back to STRAYE within 14 days of return label creation.
If a return or exchange is not scanned by the carrier within this 14-day window, the return will be closed and canceled.
Once closed, the return or exchange is no longer eligible for prepaid labels, exchanges, or refunds.
Items shipped after the 14-day window may be refused or returned at the customer’s expense.
Late returns, if accepted at STRAYE’s discretion, must be shipped back by the customer and are not guaranteed a refund or exchange.

All returns, exchanges, and refunds are handled strictly according to the conditions above, which apply uniformly to every order regardless of circumstance.

Domestic Exchanges

Self-serve exchanges are available for the same product in a different size only.
If you’d like a different product or color, the original item must typically be returned and a new order placed. However, you may contact customer service with your exchange request and our team will review it on a case-by-case basis.
The first size exchange ships free within the continental United States. All subsequent exchanges are charged a label fee of $10.
Exchanges are processed on a first-come, first-served basis and are subject to availability. We cannot guarantee that your requested exchange item will still be in stock by the time we receive and process your return.

Returns Fees

SHIP SAFE fees are non-refundable.
Domestic refunds: $10 deducted for the prepaid return label.
Defective or wrong item? Email photos within 7 days to service@straye.com. If approved, we’ll replace it or cover return + refund.
Refunds post to the original payment method within 24–72 hrs after inspection (allow up to 5 business days).

Return Shipping & Risk

Responsibility transfers to STRAYE only once the return is physically scanned by the carrier. Until then, the return remains the customer’s responsibility.
Shipping charges are non-refundable under all circumstances, including but not limited to:
- Packages shipped correctly
- Delivery attempts or carrier delays
- Packages returned to sender
- Issues caused by address errors, missed scans, or customer or carrier actions

Returns sent without authorization or outside the stated return window may be refused or discarded with no credit.

U.S. Returns & Exchanges

U.S. Customers: Log into your account to request a return or exchange.

U.S. CUSTOMERS ONLY

International Returns

All international returns are handled and processed by Global-E.
A DHL Express return label is issued for a fee (typically around $20 USD); STRAYE subsidizes the remaining cost.
Exchanges are not available on international orders.
Duties, VAT, original shipping, and fees may be non-refundable depending on destination and customs regulations.
Processing timelines are determined by the carrier and customs authorities and are outside STRAYE’s control.

International returns are governed by Global-E’s return system, and STRAYE cannot modify, override, or expedite these processes.

INTERNATIONAL CUSTOMERS ONLY

We monitor accounts to prevent policy abuse and reserve the right to limit future returns if patterns appear excessive. For help: service@straye.com.