The short version
Shoes don't fit? We'll exchange them. Changed your mind? Return them within 14 days. Faulty? That's on us - always.
Your right to cancel
Under South African law (the Electronic Communications and Transactions Act), you may cancel an online purchase within 7 days of receiving your order without giving a reason, and receive a full refund of the purchase price. You are responsible for the cost of returning the goods.
Size exchanges
Wrong size is the most common reason people contact us, and we make it painless.
- Email support@laced.co.za within 7 days of delivery, with your order number and the size you need.
- We'll confirm availability and send you return instructions.
- Send the shoes back — unworn, in their original box.
- Once we receive them, we dispatch your new size.
Exchange shipping costs: The return costs will be for your account, and when we send it back to you it will be for our account again.
Returns for a refund
To be accepted, returned items must be:
- Unworn — try them on indoors, on a clean surface. Shoes with scuffed or dirty soles can't be resold and can't be refunded.
- In original condition with all tags attached.
- In the original shoebox, undamaged. Please don't tape the shoebox itself — pack it inside another box or bag.
- Returned within 14 days of delivery.
Once we receive and inspect your return, we'll refund you within 10 business days to your original payment method.
Faulty or incorrect items
If your shoes arrive faulty, damaged, or aren't what you ordered — that's our problem, not yours.
Contact us within 7 days of delivery with photos. We'll arrange a replacement or a full refund, including all shipping costs, at no charge to you.
Under the Consumer Protection Act, you have the right to return goods that are defective or not fit for purpose within 6 months of delivery, for a repair, replacement or refund.
What we can't accept
- Shoes that have been worn
- Items returned after 7 days without prior arrangement
- Items without their original packaging
- On sale or clearance items
How to start a return
Email us first - please don't send anything back without contacting us.
Email: support@laced.co.za
Include your order number and let us know whether you'd like an exchange or a refund. We'll take it from there.