Returns Policy

1. Returns & Refund Policy

Our Commitment to You

At ShoeStar, we stand behind the quality of our products. If you are not entirely satisfied with your purchase, we are here to help.

Return Window

You have 7 calendar days to request a return for an item from the date you received it. To be eligible for a return, your item must be unused, in the same condition that you received it, and in its original packaging.

Ineligible Items

For hygiene and safety reasons, the following items cannot be returned:

• Socks
• Insoles
• Limited Edition releases (as specified at time of purchase)

How to Initiate a Return

1. Log in to your ShoeStar account.
2. Navigate to My Orders.
3. Select the delivered order you wish to return.
4. Click on Request Return (available only within 7 days of delivery).
5. Once approved, you will receive instructions on how to send the item back to us.

Refunds

Once we receive and inspect your item, we will notify you of the status of your refund.

• If approved, we will initiate a refund to your ShoeStar Wallet.
• Wallet balances can be used for future purchases or withdrawn (minimum KSh 1,000).
• If the original payment was made via Coins, the refund will be credited back to your Coins balance.

Shipping Costs for Returns

Customers are responsible for paying their own shipping costs for returning items. Shipping costs are non-refundable. If the item is defective or we sent the wrong product, ShoeStar will cover the return shipping costs.

Exchanges

We currently process exchanges by first returning the original item and then placing a new order. For administrative exchanges, a new delivery fee will apply.