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Refunds & Exchanges

When ordering goods online please be sure to follow the set guidelines. If you are ordering footwear it is imperitive you check the size chart and understand how to correctly determine your size. If you have any doubts please email us and we will assist you with choosing the correct size. It is important to carefully examine your item when you receive it. If it is not the same as what you originally ordered please contact us immediately and do not use the item.

We will only exchange goods under the following circumstances:

The item must be genuinely faulty or defective with no sign of deliberate or accidental damage caused by the purchaser.

The goods are in new condition and do not smell from unprotected wear.

We sent you the incorrect size or product to what you have ordered.

The packaging must be unmarked and undamaged.

The item must not have been worn or soiled in any way.

You have ordered the incorrect size. Please carefully remove the footwear and try them on with clean stockings or thin socks on a carpeted or otherwise suitably protected surface. Do not wear them on any hard surface. Do not wear them to see if they will 'stretch' as we will not exchange them if they have been worn.

You agree to pay the appropriate additional postage and handling fees. This is not applicable if the error was made by Crimson Underground administration.

You provide the original invoice/sales receipt as shipped with your goods. If you cannot provide proof of purchase we will not exchange or refund under any circumstances.

You contact us within 14 days of receiving the goods and are eligible for an exchange or refund under the above conditions.

* Please note: If you wish to exchange an item for a legitimate reason and the item is not in stock we will have to order it in for you. Depending on the item this may take 2-3 weeks. Exchanges will incur additional postage and handling fees.

Refunds will be issued under the following circumstances:

The product you have ordered is no longer available.

The product you have ordered is not available in your size or preferred colour.

You have accidentally paid for your order twice.

We will not issue refunds if you have ordered the incorrect size or colour. We will only exchange them.

Refunds will NOT be issued under the following circumstances:

You have provided the incorrect address details.

You or a representative fail to collect the item and it is sent back to us.

You are not the credit card holder or the account holder of the person who ordered the item..

**Note: All shoe sizes are US sizing. Please refer to size chart if unsure of sizing.