REFUND POLICY

Holiday Return Policy

 

Eligible sale items purchased between December 1st and December 24th, 2025 can be exchanged for a different item or online store credit up until January 24th, 2026.

Eligible non-discounted items purchased in Canada between December 1st and December 24th, 2025 can be returned  for a full refund until January 12th, 2026.

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We have a 14-day return policy, which means you have 14 days after receiving  your order for us to receive your return.

To be eligible for a return, your shoes must be in the same condition that you received it, unworn or unused and in its original packaging. You’ll also need your order number and a return confirmation code. Bags, sale, discounted orders and orders from the United States can be exchanged but are not eligible for refund. International orders, slippers and previously discounted shoes that have an additional discount code applied are final sale and not eligible for exchange or refund. 

To start a return, you can contact us at [email protected]. If your return is accepted, we’ll send you a confirmation code, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return question at [email protected]

 

Exceptions / non-refundable items

We cannot accept returns or process refunds for sale/discounted items, gift cards, straps, slippers, bags, US orders, International orders and orders where an insurance receipt has been provided.

 

Exchanges

Canadian, US, sale and discounted orders are eligible for exchange as long as the item is not final sale. Please email us at [email protected] for exchange instructions. You have 30 days after receiving  your order for us to receive your exchange. You are able to exchange them for something of equal value from the time you purchased them. Items purchased at a discounted price, US + International orders and final sale items cannot be refunded. Please note the size or colour you would like to exchange for and pending availability we will send them out to you as soon as we receive your package. Please note that your shoes can only be exchanged once and once exchanged cannot be refunded. Please note that any shoes with signs of wear [any scuffing] , missing/damaged boxes, missing shoe bags or otherwise incomplete will not be accepted for exchange. You are responsible for return shipping costs.

If we do not have the size available that you would like to exchange for - a store credit will be issued. The store credit can be used as a payment method and can be combined with discounts.

 

Refunds

Returns require prior authorization. We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too.

 

Delivery

All orders ship with tracking and delivery confirmation. Once an order is marked delivered by the carrier to the address provided at checkout, delivery obligations are fulfilled.

Please note that we are not responsible for lost or stolen packages and will not be able to provide a refund or replacement in these cases. If you would like to have your package fully insured please let us know prior to making your order and you will be provided with a checkout link for additional insurance.

 

Defective or Damaged Items

If you believe an item is defective or damaged, you must contact us within 7 days of delivery and before filing any chargeback or payment dispute.

To be eligible for a refund or replacement:

·       You must contact customer service at [email protected]

·       Provide photos of the issue if requested

·       Return the item for inspection if requested

Refunds or replacements are issued only after inspection. Items that are not returned are not eligible for a refund.

 

Chargebacks & Payment Disputes

By placing an order on drlizashoes.com, you agree to contact us and allow us the opportunity to resolve any issue before initiating a chargeback.

Chargebacks filed without prior contact or without returning the merchandise will be disputed.

 

Policy Agreement

By completing your purchase, you confirm that you have read and agreed to this policy.