Return Policy

Due to the handmade nature of our items, all sales are final. We do not accept returns, exchanges, order cancellations, or refunds.

Pre-Order Size Changes

We understand that sizing can sometimes be tricky, which is why we allow size changes while a pre-order is still open.

Customers may request to change the size of their pre-ordered shoes only while the pre-order window remains OPEN. The product/style cannot be changed once an order has been placed.

Once the pre-order closes, all orders are considered final and size changes can no longer be accommodated. This is because we submit our final quantities and sizes to our supplier once the pre-order window ends.

If you need to change the size of your pre-ordered shoes, please contact us before the pre-order closes. Please include your order number and the new size you'd like to request. Size changes are subject to availability.

Please note: We cannot guarantee a size change if the requested size is no longer available when your request is received.

No Cancellations

Once an order is placed, it cannot be canceled under any circumstance. Please review your cart carefully before completing your purchase.

Defective or Incorrect Items

If you receive a defective, incorrect, incomplete, or damaged item, you must contact us within 5 business days of receiving your order.

To be eligible for a replacement or return:

- Items must be in new condition

- Original packaging must be included

- Unworn and unaltered

Approved returns are issued as shop credit only, sent via email. Reported items have a 7 business day return window. After this period, the item is no longer eligible.

Additional Information

- Sale or clearance items cannot be returned, exchanged, or refunded.

- Personalized items are not eligible for return or exchange.

For further assistance, please email us at info@gennyandjames.com