Refund policy

Returns, Exchanges and Refunds

We sell footwear, so fit is everything. Every product page carries a full size guide with the foot length in centimetres for that exact style. Please measure and check it before you order. Sizing differs between styles, so a size that fits you in one pair may not fit in another.

Measure before you buy

Put a sheet of paper on the floor against a wall.
Stand on it with your heel touching the wall.
Mark the paper at the tip of your longest toe.
Measure from the wall to the mark, in centimetres.
Open the Size guide on the product page and match your measurement to the Foot length column.

Measure both feet and use the larger one. Measure at the end of the day, when your feet are at their widest. If you fall between two sizes, take the larger size.

Your 7 day right to cancel

South African law gives you 7 days from the day your order is delivered to cancel it for any reason, without giving us a reason. The 7 days run from delivery, not from when you placed the order.

To cancel, email support@laced.co.za within those 7 days with your order number. We will reply with the return address and instructions. Please do not send anything back before you hear from us.

You pay the cost of returning the shoes to us. Once we receive them and confirm they meet the condition requirements below, we refund what you paid for the shoes, back to your original payment method, within 30 days.

After 7 days

Once the 7 day window closes we do not accept returns, exchanges or refunds for size, fit, comfort, colour or change of mind. The size guide is on every product page precisely so you can get this right before you order.

Condition requirements

Try your shoes on indoors, on a clean carpeted surface, the way you would in a store. We can only accept them back as new.

We will decline a return if the shoes are:

Worn outside, or show any wear on the soles
Scuffed, creased, marked or soiled
Returned without the original box, or in a box that has been damaged, taped or written on
Missing tags, insoles, spare laces or anything else included in the box
Carrying odour
Altered, resoled, cleaned with solvents, or repaired

Shoes that arrive back in a condition we cannot resell will be returned to you at your cost, and no refund will be issued.

Exchanges

We do not hold stock aside for exchanges. If you need a different size within your 7 day window, cancel the order and place a new one for the size you want. That gets the right pair to you sooner, because you are not waiting for your return to reach us first.

Faulty, unsafe or incorrect items

This is separate from the above and the window is much longer.

If your shoes are defective, unsafe, or not of a quality you are reasonably entitled to expect, you have 6 months from delivery to return them under the Consumer Protection Act. You choose whether you want a refund, a replacement or a repair, and we carry the cost of the return.

If we send you the wrong item, or it arrives damaged in transit, email us within 48 hours with photos. We correct it at our cost, including delivery.

A manufacturing fault is not the same thing as normal wear and tear, damage caused by misuse, or a pair that does not fit.