Returns & Exchanges
If your product doesn’t fit and you need a different size, we’ve got you covered.
If your order was placed before
September 10, 2025, use our returns/exchanges
legacy portal. New orders use the DOMESTIC RETURNS button below.
NOTE: this legacy portal will close on October 10, 2025.
Eligibility
- 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 unsellable returns = 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).
- After 30 days, returns are not accepted.
-
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.
Domestic Exchanges
- Self-serve returns = same product, different size. Want something else? Drop a note—we’ll try, but usually different products require a return and placing a new order.
- First exchange ships free in the domestic United States.
- Refunds and second exchanges = shipping deducted from refund.
Refunds & Fees
- Original shipping and 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).
Shipping & Risk
- Risk shifts to STRAYE once the carrier scans your return. Keep the receipt.
- Any return-to-sender fees or refused deliveries will be deducted from your refund.
- Unauthorized returns may be refused or discarded with no credit.
Price Adjustments
- No price adjustments. Promotions only apply during active dates.
International Returns
- Processed by Global-E. A USD DHL Express label is issued for a fee; STRAYE covers the rest.
- No exchanges on international orders.
- Duties, VAT, and original shipping may be non-refundable depending on country. Processing times vary by carrier and customs.
We monitor accounts to prevent policy abuse and reserve the right to limit future returns if patterns appear excessive. For help: service@straye.com.
