At OnBarefoot, your comfort is everything to us, and that includes how you're treated after you order. If something isn't right with your purchase, we're here to make it easy. Please read the situations and steps below so you know exactly what to expect.
Common Situations & How We Handle Them
1. My order arrived late. If your order arrives later than our stated delivery window (21 days from dispatch), we'll apply a $10 store credit to your account as an apology for the wait. Just email us your order number.
2. My shoes are defective or have a quality issue. We'll send you a free replacement pair at no charge, and there's no need to return the faulty pair. Please email a clear photo of the issue within 30 days of delivery so we can also flag it with our production team.
3. They don't fit, or I ordered the wrong size. You have two easy options:
- Free size exchange (our recommendation). Reply with the length of your longer foot in centimeters and we'll confirm the right size and ship the new pair. No restocking fee on exchanges.
- Return for a refund. You cover the return shipping, and a 20% restocking fee applies. Choose store credit instead of a cash refund and we'll waive the restocking fee.
In some cases we may also offer you a partial refund so you can keep the shoes, a fast and easy option we'll present by email where it applies.
4. I changed my mind, or no longer want the item. Same as above. You may return or exchange within 30 days. For change of mind refunds you cover return shipping and a 20% restocking fee applies.
5. I received the wrong item. Our mistake, our cost. We'll either cover the return shipping for the incorrect item, or simply send the correct pair free of charge. It's your choice.
6. My parcel arrived damaged. Please photograph the damaged package and item and email us within 5 days of delivery. We'll send a free replacement right away.
7. I entered the wrong shipping address. Please double check your details at checkout. If you spot a mistake, contact us immediately. If the order hasn't shipped, we'll correct it. Once an order is in transit we may not be able to reroute it.
8. Something else. Reach out and tell us what's going on, and we'll work with you to find a fair solution.
How to Return Your Order
- Contact us at support@onbarefoot.com within 30 days of receiving your order. Include your order number and the reason for the return.
- Get approval and the return address. Our team will confirm your return and send you the return portal link.
- Pack it up. Place the shoes, unworn outdoors, back in their original packaging with everything they came with.
- Ship it using the return label we provide over email.
- Get your refund. Once we receive and inspect your return, we'll process your refund (less the 20% restocking fee where it applies) to your original payment method within 5 business days.
Restocking Fee, Plain and Simple
A 20% restocking fee applies only to cash refunds on fit or change of mind returns. It does not apply when:
- you choose store credit instead of a cash refund,
- you do a size exchange,
- the item was defective, damaged, or the wrong item (those are always free of any fee).
Items That Can't Be Returned
- Products purchased on preorder.
- Items that have been worn outdoors or are not in original condition.
- Final sale and clearance items (unless defective).
Promotional & BOGO Purchases
Items bought during a promotion or a Buy One Get One offer can be returned, but are limited to a maximum of 3 items per order. This helps us manage inventory and keep offering great deals.
Questions?
Email support@onbarefoot.com. Our team is available Monday through Friday and will get back to you as quickly as possible. All returns must be approved before shipping, and unauthorized returns can't be accepted.
Thank you for choosing OnBarefoot. We're grateful for your business and committed to keeping your feet, and you, happy.
