Return Policy

RETURN POLICY

 

MANDATORY UNBOXING VIDEO

All return requests must include a full unboxing video, recorded clearly from the moment the package is opened until the contents are fully revealed. The video must be continuous and unedited.

Returns due to missing or defective items will not be accepted without any unboxing video.

ELIGIBILITY CRITERIA

To qualify for a return, the following conditions must be met:

  • Original & Unused Condition:
    The product must be unused, in original condition, with all original tags and labels still attached

  • No Damage or Defects:
    The product must be unworn, unwashed, unaltered, free from stains, broken seams, broken accessories, loose threads, or any signs of wear and tear

  • Complete Original Packaging:
    The product must be returned with its original brand box and packaging, which must be undamaged and free from any adhesives or stickers. All original components (e.g., papers, stickers, ribbons, ropes, polybags, plastics) must be included.

  • Non-Discounted:
    Returns due to change of mind or wrong size (too big or too small, with no errors in the size chart) can only be requested for products sold in full-price with a maximum of 30% discount. We do not accept returns for products which have been purchased at more than 30% discount during the promotion period.


RETURN TIMELINE

All return requests must be submitted within 14 days from the date the package was received.


SHIPPING GUIDELINE FOR RETURNS

Returns due to Change of Mind:

  • Our Customer Service representative will inform you on the return destination, and you will need to manage the shipment on your own. At the moment, we do not cover the return shipping fee of returns made due to change of mind.

Returns due to Defective Items and Wrong Products:

  • Once your return has been approved, our Customer Service representative will ask you for a pickup address for our courier partners to pick up the returning item(s).

  • Our Customer Service representative will provide you with a return tracking number.

  • Please use the original outer shipping box (or similar protective packaging) to return the item.

  • Ensure the product’s packaging is fully covered and protected, no stickers pasted, no scratch and/or nothing written.

  • Returns with damaged product boxes or packaging will not be accepted.

  • Please be aware that returns for items purchased online cannot be processed at physical stores, and vice versa.

Product and Packaging Condition

It is recommended to take a photo of the product and the packaging condition when being handed over to the courier for easier comparison if any damage happens during the return shipment.

REFUND PROCESS

  • Refunds will be processed within 7 to 14 business days after the returned items are received and verified.

  • Refunds will be issued via manual bank transfer. Should we need your bank account details for transferring the refund, our Customer Service representative will contact you.

  • Refunds will be processed according to the bill/amount you paid.

  • Shipping fees are not refundable

HOW TO SUBMIT A RETURN REQUEST

Return requests can be submitted by contacting our Customer Service representative at connect@skechers.id