Politique de remboursement
At The Dual Stride, we want you to shop with confidence. We are committed to delivering the highest quality footwear and will assist you if you are not completely satisfied with your purchase.
1. General Return Eligibility
You have 7 days from the date of delivery to request a return. To be eligible, items must be:
In the same, unworn, and unused condition as received.
With all original tags attached.
In the original packaging (including the shoe box).
Accompanied by a receipt or proof of purchase.
Important: All returns must be authorized via our return portal or customer service. Unauthorized return shipments will not be accepted.
2. Free Returns & Exchanges
We cover all costs for returns/exchanges under these specific conditions:
A. Product Damaged Upon Receipt
If your footwear has quality issues or visible defects (e.g., material scratches, sole separation, broken stitching, stains, broken hardware) when unboxed:
Contact Customer Support within 24 hours of delivery with clear photos.
We will provide a free replacement or full refund and cover all return shipping costs.
B. Shipping Packaging Severely Damaged
If the external shipping box or the branded shoe box is severely damaged (crushed, torn, soaked, etc.), even if the shoes are unharmed:
We recommend refusing the delivery or having the carrier document the damage.
If discovered after opening, contact us immediately with photos (showing the shipping label).
You are entitled to a free return or exchange.
3. Standard Returns (Personal Preference)
For returns due to change of mind, style, or fit:
The customer is responsible for all return shipping costs, including return label fees.
Note: The Dual Stride does not charge any restocking or re-listing fees.
4. How to Return an Item
Ensure your item meets the eligibility criteria above.
Click ‘Start a Return’ via our return portal to submit your request.
Once approved, upload your return shipping waybill in the portal.
You can track your return status on the same page.
5. Non-Returnable Items
Returns will not be accepted for:
Items worn, used, or with visible wear/stains (beyond trying on carefully).
Items not in original packaging (missing shoe box, tags, or accessories).
Returns requested after 14 days from delivery.
Final Sale or Clearance items (marked as non-returnable).
Damage from improper care, misuse, or alteration.
Repeated returns due to personal preference.
If unsure about eligibility, please contact us before returning.
6. Exchanges
The fastest way to exchange is to return your item (following the steps above) and place a new order once your return is accepted.
7. Refunds
We will notify you once we receive and inspect your return.
If approved, refunds will be issued to your original payment method within 5–7 business days after approval.
Please allow additional time for your bank or card issuer to process the refund.
If more than 15 business days have passed since approval, contact us at support@thedualstride.com.