Refund and Returns Policy

Effective Date: September 18, 2026 Last Updated: September 18, 2026

At Ken’s Shoes, we want your family to feel confident in every purchase. If a pair of shoes is not the right fit, please review the policy below and contact us so we can help.

1. Return window

You may request a return within 14 calendar days of delivery. The return period begins on the date the carrier’s tracking information shows that the order was delivered.

To start a return, contact us at support@kenshoes.com with your order number, the item you would like to return, and the reason for the return. Returns must be requested before the 14-day window closes.

2. Return eligibility

To be eligible for a return, an item must be:

• Unworn and unused.
• In its original condition.
• Clean and free from marks, odors, pet hair, or other signs of use.
• Returned with the original packaging, including the original shoe box where provided.
• Returned with all original tags, accessories, and included materials.

Please try shoes on indoors on a clean surface. Shoes that have been worn outside or show wear may not qualify for a refund.

3. Non-returnable items

The following items are generally not eligible for return:

• Shoes that have been worn outdoors or damaged after delivery.
• Items returned without their original packaging when the packaging was supplied with the order.
• Items marked Final Sale, Clearance, or Non-Returnable at the time of purchase.
• Gift cards, if offered.
• Items altered, personalized, or modified at the customer’s request, if offered.
• Items returned after the 14-calendar-day return window.

If an item arrives damaged, defective, or different from the item ordered, please contact us before sending it back. We will review the issue and provide the appropriate instructions.

4. Return shipping costs

For a return requested because you changed your mind, selected the wrong size, or no longer want the item, the customer is responsible for the return shipping cost. We recommend using a trackable shipping service and keeping the shipping receipt until the return is completed.

If we sent the wrong item, or the item arrived damaged or defective, contact us at support@kenshoes.com before returning it. After we review the issue, Ken’s Shoes may provide return-shipping instructions or otherwise resolve the matter in accordance with applicable law.

Original shipping charges are non-refundable unless the return is due to our error or the item arrived damaged or defective.

5. How to request a return

Please follow these steps:

1. Email support@kenshoes.com within 14 calendar days of delivery. Include your order number, the item name, and the reason for the return.
2. Wait for our return instructions before shipping the item. Returns sent without prior authorization may be delayed or refused.
3. Pack the item securely with its original packaging and send it using the instructions we provide.
4. Keep your tracking number until we confirm that the return has been received and reviewed.

6. Inspection and approval

When we receive your return, we will inspect the item. Approval is based on the return conditions described in this policy. If the item does not meet those conditions, we may decline the refund or offer a partial refund where permitted by law.

7. Refund processing

After an approved return is received and inspected, we will process the refund within 7 business days. The refund will be issued to the original payment method.

Your bank, credit card issuer, or PayPal may require additional time to post the refund to your account. Ken’s Shoes does not control that posting time.

8. Exchanges

If you need a different size or style, please contact us at support@kenshoes.com. An exchange may depend on current inventory. If the requested replacement is unavailable, we may process the item as a return and refund according to this policy.

9. Order cancellations

If you need to cancel an order, contact us as soon as possible. We will try to stop or cancel the order before it enters fulfillment. Once an order has shipped, it may need to be handled as a return under this policy.

10. Late, missing, or damaged returns

If you send a return, use a trackable service and keep proof of shipment. Ken’s Shoes is not responsible for a return package that is lost or damaged while being shipped to us until it is received at our location.

If your order arrives damaged, contact us promptly at support@kenshoes.com and include photographs of the packaging and the item. Do not discard the packaging before we review the claim.

11. Contact us

Questions about returns or refunds may be sent to:

Ken’s Shoes 711 Fair Oaks Ave C South Pasadena, CA 91030 United States Phone: (626) 799-5380 Email: support@kenshoes.com

Customer support is available Tuesday through Saturday, 12:00 PM to 6:00 PM Pacific Time. We aim to respond as soon as reasonably possible during support hours.

12. Policy changes

We may update this Return & Refund Policy when our business practices, services, or legal obligations change. The version posted on this page will apply to eligible requests made on or after its effective date.

This policy is a business-policy draft, not legal advice. Ken’s Shoes should confirm its final return, exchange, cancellation, and consumer-law obligations for every market it serves before publication.