Refund policy
RETURNS AND EXCHANGES
We are a luxury, independently-owned footwear brand committed to exceptional quality and customer satisfaction. Many of our designs are made-to-order or sold through a pre-order system. Please read our policy carefully before placing your order.
Returns Eligibility
We accept returns on eligible items within 7 working days of receiving your order. To qualify:
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You must email customer@by-dose.com within 7 working days of delivery
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Items must be unused, unworn, and returned in their original packaging (dust bags, boxes, etc.)
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Products must be free from marks, scuffs, or wear
Returns that do not meet these conditions may be declined.
How to Request a Return
Please email us at customer@by-dose.com with your order number and reason for return. Once approved, you’ll be given return instructions.
Customers are responsible for return shipping costs. We recommend a tracked delivery service, as we are not liable for lost or unconfirmed returns.
Refunds
Once your returned item has been received and inspected, we will confirm whether your refund has been approved. If so, it will be issued to your original payment method within 5–10 working days.
Please note:
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Shipping fees are non-refundable
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We do not refund items returned outside of our policy timeframe
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Items returned damaged or worn are not eligible for a refund
Order Cancellations
You are entitled to cancel your order at any time before it is dispatched, including pre-orders. Please contact customer@by-dose.com with your order number to request a cancellation.
Pre-order & Delayed Orders
Many of our products are sold via pre-order. Estimated dispatch times are clearly noted on product pages. By ordering, you acknowledge and agree to the production timeline.
If your order is delayed by more than 2 months past the estimated dispatch date, you are entitled to a partial refund. Please email us to arrange this.
Once your pre-order item has been delivered, it can be returned within 7 working days under our standard return policy.
Exchanges
We do not currently offer exchanges. To change size or style, please request a return and place a new order.
Faulty or Damaged Items
If your order arrives damaged or faulty, email customer@by-dose.com within 7 working days of delivery, including photos and a description. We will investigate and may offer a replacement, store credit, or refund where applicable.