Refund policy
Last updated: September 15, 2026
Summary
| Return window | 30 days from the delivery date |
|---|---|
| Condition required | Unworn, not used outdoors, in the original shoe box with all accessories |
| Return shipping cost | Free — we send you a prepaid label |
| Restocking fee | None |
| Original $7.95 delivery charge | Not refunded on change-of-mind returns; fully refunded if the fault is ours |
| Where returns go | Our facility in Austin, Texas — never to China, never to our registered office |
| Refund issued | 5–7 business days after the warehouse receives and inspects your return |
| Money back in your account | A further 3–10 business days, depending on your bank or card issuer |
| Order cancellation | Within 24 hours of placing the order, if not yet dispatched |
What you can return
You may return any item within 30 days of the date it was delivered, for any reason, provided it is:
- unworn and unused,
- not worn outdoors — try them on indoors, on a clean floor,
- in its original shoe box, with the box undamaged,
- complete, with any insoles, laces, dust bags or other accessories that came with it.
Footwear that has been worn outside shows on the outsole, and we cannot accept it back as a change-of-mind return. This does not affect your rights if the item is faulty.
How to start a return
- Email us first. Send your order number and the item you want to return to support@noelexpresss.com. Do not ship anything back before you hear from us — unannounced parcels cannot be matched to an order.
- We reply within 24 hours with a return authorization and a prepaid return label, at no cost to you.
- Pack the shoes in their original box, put that box inside an outer shipping box or bag, and attach the label. Please do not tape the label directly to the shoe box.
- Drop it off at the carrier named on the label, and keep the drop-off receipt until your refund arrives.
Returns are received and inspected at our facility in Austin, Texas. Never send a return to our registered office in Albuquerque — nobody receives parcels there — and never send one to China.
Damaged, faulty or incorrect items
If an item arrives damaged, faulty, or is not the item you ordered, email us within 48 hours of delivery with photographs of the item and of the shipping box. In these cases we cover the cost in full: a prepaid return label, and either a replacement or a complete refund including the original $7.95 delivery charge. Your choice.
Who pays what
| Situation | Return shipping | Original $7.95 delivery charge |
|---|---|---|
| You changed your mind | We pay (prepaid label) | Not refunded |
| Wrong size or color ordered | We pay (prepaid label) | Not refunded |
| Item arrived damaged | We pay (prepaid label) | Refunded |
| Item is faulty | We pay (prepaid label) | Refunded |
| We sent the wrong item | We pay (prepaid label) | Refunded |
There is no restocking fee in any of these cases.
Exchanges
We exchange for a different size or a different color of the same style, subject to availability. Email us with your order number and the size or color you would like. We will send a prepaid label for the original pair and dispatch the replacement once the return is on its way. Exchange dispatches follow the same 3–5 business day processing and 8–12 business day transit times as any other order. If the size or color you want is unavailable, we will refund you instead.
Cancelling an order
You can cancel an order within 24 hours of placing it, as long as it has not yet been dispatched. Email support@noelexpresss.com with your order number. After 24 hours, or once the parcel has left the warehouse, the order has to run its course and be returned under the process above.
Refunds
Once your return arrives and passes inspection, we issue the refund within 5 to 7 business days. Refunds go back to the original payment method — we cannot send a refund to a different card or account.
After we issue the refund, your bank or card issuer takes a further 3 to 10 business days to post it to your account. That part is outside our control. If more than 10 business days have passed since we confirmed the refund and you still cannot see it, contact your bank first, then email us.
If part of a return does not meet the condition requirements above, we will contact you with photographs before making any decision, and we will return the item to you at our cost if you prefer that to a partial refund.
Items we cannot accept back
- Footwear that has been worn outdoors
- Items returned without the original shoe box, or with the box destroyed
- Items returned more than 30 days after the delivery date
- Gift cards
Your legal rights
Nothing in this policy limits any right you have under the consumer protection laws of your state or under federal law, and nothing here limits the authority of the Federal Trade Commission or your state Attorney General.
Return address
Returns are processed at our facility in Austin, Texas, United States. The exact address is printed on the prepaid label we send you. Please use that label rather than addressing a parcel yourself.
Do not send returns to: our registered office at 1209 Mountain Road Pl NE, Ste R, Albuquerque, NM 87110 — it is an address of record only and nobody receives parcels there. Do not send returns to China.
Questions: support@noelexpresss.com, answered within 24 hours.