Refund Policy and Sizing Information

We have a 15-day return policy, which means you have 15 days after receiving your item to request a return. 

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, you can contact us at admin@o-shoes.co.za. 

 When your return is accepted, we’ll send you a return shipping label, 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 admin@o-shoes.co.za. 

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Unfortunately, we cannot accept returns on sale items or gift cards.

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

Refunds
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 within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at admin@o-shoes.co.za.

SIZING POLICY

1. Purpose

This policy establishes the commitment of OSHOES to fair, equitable, and inclusive sizing practices. The objective is to ensure that all customers, regardless of body size or shape, have equal access to well-fitting, high-quality garments.

2. Scope

This policy applies to all aspects of OSHOES operations, including product design, manufacturing, merchandising, marketing, and retail 

3. Inclusive Sizing Commitment

3.1 OSHOES shall make reasonable efforts to provide a comprehensive and representative range of garment sizes.
3.2 The size range shall be reviewed periodically and expanded where feasible to reflect customer demographics and demand.
3.3 No customer shall be excluded from purchasing core product offerings on the basis of size availability where expansion is reasonably achievable.

4. Product Consistency

4.1 Core styles and key collections shall be produced across the full available size range.
4.2 Design adaptations shall be implemented to ensure appropriate fit, proportion, and functionality across all sizes.
4.3 The restriction of specific designs, trends, or premium items to limited size categories is prohibited unless justified by documented production constraints.

5. Pricing Equity

5.1 OSHOES shall maintain consistent pricing across all sizes of the same product.
5.2 Price differentiation based solely on size is not permitted, except where objectively justified by substantial and demonstrable cost differences, which must be documented and approved.

6. Fit, Quality, and Standards

6.1 All garments shall meet established quality and durability standards irrespective of size.
6.2 Fit development shall incorporate testing across a diverse range of body types.
6.3 Accurate and accessible sizing guides shall be provided to customers across all sales channels.

7. Non-Discrimination and Customer Dignity

7.1 OSHOES prohibits discrimination, bias, or derogatory conduct related to body size or shape.
7.2 All customer interactions shall be conducted in a professional, respectful, and inclusive manner.
7.3 Staff shall receive appropriate guidance and training to support inclusive service delivery.

8. Accessibility and Availability

8.1 Inclusive size ranges shall be made available through online platforms and, where reasonably practicable.

9. Monitoring, Feedback, and Review

9.1 OSHOES shall establish mechanisms for receiving and evaluating customer feedback regarding sizing and fit.
9.2 This policy and associated practices shall be reviewed periodically to ensure effectiveness and alignment with industry standards and customer needs.contact us on our WhatsApp icon provided in our o-shoes website for size assistance. 

10. Accountability and Compliance

10.1 All relevant departments, including design, production, and retail operations, are responsible for adherence to this policy.
10.2 Non-compliance may result in internal review and corrective action in accordance with company procedures.