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Return/Exchange Process

Return Request

Wrong size or fit? No problem! We know sizing can be difficult. Please read below for instructions to process your return as quickly and smoothly as possible.

  • We do not accept used product of any kind for exchange or refund. Product must be in factory new condition. Please try on your shoes at home, once the shoes have been climbed in, even if only one move, they are not returnable.
  • Customers are responsible for shipping costs back to Butora.
  • We recommend using an insurable, trackable shipping service, Butora is not responsible for product lost or damaged in transit; additionally, Butora is not responsible for your package until it is delivered to our warehouse.
  • We will pay the shipping cost back to you on ONE exchange. If you are still unable to find the correct fit, you will be responsible for all shipping charges on the third and later shipments.
  • If no purchase is made and customer returns all products in exchange for refund, a refund will be made minus all 'free' shipping costs. (Ex. customer purchases $100 pair of shoes with free shipping, customer exchanges shoes for different size, then returns second pair for a full refund. A refund will be credited to the card minus Butora's shipping costs, for example, if the shipping cost was $9 each way, $82 will be returned to the customers card ($100 - $9*2).
  • We do not offer exchanges or refunds for Prodeal/PROgram orders.

Return Instructions:

  • 1. Please fill out and email (copy/paste) the following information to [email protected]
    • Order Number:
    • Return Action- Exchange/Refund:
    • Full Name:
    • Phone Number:
    • Email:
    • Return Shipping Address(if different):
    • Product Returning:
    • Product Requesting- Size/model/color:
    • Already ordered a replacement? Order number:
    • Additional Comments:
  • 2. Do not ship shoes back before receiving a response from our customer
  • 3. Please print the email, and include a copy of it with your return.
  • 4. Please mail the shoes back to us:
  • 5. Please allow 2-3 weeks for your return to be processed.
  • - Size Exchange: You will receive a shipping update via email once your replacement has been processed/shipped.
  • - Refunds/Partial Refunds: You will receive an email that a refund has been requested. Please allow 3-5 business days for funds to reach your account.
  • - For additional questions, contact: [email protected]

Prodeal Return/ Exchange:

There are no returns or exchanges on Prodeal products.