Return & Refund Policy

At GrailKicks, we want you to feel confident when shopping with us. If something is not right with your order, please review the policy below to understand your return, exchange, and refund options.

1. Return Eligibility

To qualify for a return, the item must be returned in a condition suitable for resale.

The product must be:

• Unworn and unused
• Free from dirt, stains, odors, creasing, or visible wear
• Returned with all original accessories, tags, inserts, and packaging
• Returned with the original shoe box in good condition
• In the same general condition in which it was received

2. Trying On Your Shoes

We recommend trying shoes on indoors, preferably on a clean carpeted surface, to avoid signs of wear.

Shoes that show evidence of outdoor use, worn soles, heavy creasing, stains, damage, odor, or other signs that affect resale condition may not qualify for a refund.

3. How to Request a Return

Before sending any item back, please contact our customer support team. Do not return an item without first contacting us.

Please include:

• Your order number
• The name used when placing the order
• The item you would like to return
• The reason for the return
• Photos of the item and packaging when requested

Once your return request is reviewed, our support team will provide return instructions and the appropriate return address.

4. Return Shipping Costs

If you are returning an item because you changed your mind, ordered the wrong size, or no longer want the product, the cost of return shipping is generally the responsibility of the customer.

If the return is caused by our error — for example, if you received the wrong product, wrong size, or a damaged item — we will review the issue and provide an appropriate solution.

We strongly recommend using a trackable shipping method when returning an item. GrailKicks cannot be responsible for return packages that are lost before they reach the designated return location.

5. Incorrect, Damaged, or Defective Items

Please inspect your order as soon as it arrives.

If you receive an incorrect, damaged, or defective item, please contact us within 7 days of delivery.

To help us resolve the issue quickly, please provide:

• Your order number
• Clear photos of the item
• Photos of the shipping package
• A brief description of the issue

6. Size Exchanges

If you ordered the wrong size and would like another size, please contact us as soon as possible.

Exchanges are subject to product and size availability. Because many of our sneakers are limited-stock or hard-to-find styles, the requested replacement size may not always be available.

If an exchange is unavailable, you may request a return in accordance with this policy and place a new order for another available pair.

7. Refund Processing

Once your return arrives, it will be inspected before a refund is approved.

If the return meets our eligibility requirements, the refund will be issued to the original payment method.

We do not control the processing time of banks or payment providers after a refund has been submitted.

8. Original Shipping Charges

If shipping charges were paid on the original order, they are generally non-refundable unless the return is caused by an error on our part or otherwise required by applicable law.

9. Items That May Not Be Eligible for Return

A return may be refused or reduced if the product is returned in a condition that prevents normal resale.

This may include items that are:

• Worn outdoors
• Dirty, stained, damaged, or heavily creased
• Missing original packaging, accessories, or inserts
• Returned with a damaged or altered original shoe box
• Returned after the applicable return period
• Marked as final sale or non-returnable on the product page before purchase

10. Limited Drops & Clearance Items

Many products sold through GrailKicks may be part of limited releases, promotional events, clearance offers, or limited-size inventory.

Promotional pricing by itself does not automatically make an item non-returnable. If a specific item is final sale, this will be stated on the product page or at checkout before the order is completed.

Because inventory may be limited, we cannot guarantee that another size, colorway, or replacement pair will still be available when a return is processed.

11. Order Changes & Cancellations

If you need to cancel an order or change the size, color, or shipping information, please contact us as soon as possible after placing the order.

We will make reasonable efforts to help before the order is processed or shipped. However, once an order has entered fulfillment or has been dispatched, changes or cancellations may no longer be possible.

12. Refused or Undeliverable Packages

If a package is refused, returned because of an incorrect or incomplete address, or returned after repeated failed delivery attempts, any additional shipping or handling costs may be deducted from the refund where permitted.

Please make sure your full shipping address, apartment or unit number, postal code, email address, and phone number are correct before completing checkout.

13. Refunds for Lost Shipments

If your shipment experiences an unusually long delay or appears to be lost, please contact our support team.

We will review available tracking information and work with the carrier to investigate the shipment. Depending on the circumstances, an appropriate resolution may include a replacement shipment or refund.

14. Payment Disputes & Chargebacks

If you experience a problem with your order, we encourage you to contact us first. Our support team will review the issue and work with you toward an appropriate resolution.

Opening a payment dispute before contacting us may delay our ability to provide a replacement, return, or refund while the payment provider reviews the case.

15. Need Help?

If you have questions about a return, refund, exchange, or order issue, please contact our customer support team.

To help us assist you faster, please include your order number when contacting us.