Refund policy
At Factory Outlet Store, we want you to be comfortable with your purchase. We offer a 30-day return window from the date your order is delivered.
Please read the policy below carefully, as return shipping responsibility depends on the reason for the return.
1. Our 30-Day Return Policy
You may request a return within 30 days of receiving your order.
We accept returns for eligible items, including returns due to:
Change of mind
Size or fit
Personal preference
Ordering the wrong size
Other eligible reasons
Please note: Return shipping is the customer's responsibility for returns that are not caused by an issue with the product or an error on our part.
2. When We Provide a Free Return Label
We will provide a prepaid return label at no cost to you when the item is confirmed to have an issue caused by us, including:
✓ Damaged item
✓ Defective item
✓ Wrong item sent
If you believe there is a problem with your order, please contact us first. We may request clear pictures and/or a video of the issue so that we can properly evaluate it.
Once the issue is reviewed and the return is approved, we will provide the appropriate return instructions.
3. Returns for Size, Fit, or Change of Mind
We understand that sometimes a customer may change their mind or find that a particular size or fit is not suitable.
These returns may still be accepted within our 30-day return period; however:
The customer is responsible for the return shipping cost.
We do not provide a free or prepaid return label for:
Incorrect size ordered
Shoes that do not fit as expected
Change of mind
Personal preference
Ordering the wrong product
Any other return not caused by damage, defect, or an error on our part
⚠️ Important Shoe Size Information
Please check the size chart carefully before placing your order.
Some shoes may have a Men's/Unisex size printed on the shoe or box, even when a Women's size was ordered.
Example:
7 Unisex/Men's = 8 Women's
Therefore, if you ordered a Women's 8 and the shoe or box shows 7 Men's/Unisex, this does not mean that the wrong size was shipped.
Please use the Women's size selected at checkout when determining the size you ordered rather than comparing it directly with the Men's/Unisex size printed on the shoe or box.
4. How to Request a Return
To request a return, please email us at:
Info@factoryshoeoutletstore.com
Please include:
Your order number
Reason for the return
Clear pictures of the item when requested
Video of the issue when requested
Our team will review your request and provide return instructions.
Please do not send an item back before receiving return instructions from us.
5. Return Address
When you are responsible for return shipping, please send your package to our warehouse address which we will provide you after we accept your return request
We strongly recommend using a tracked shipping service and keeping your shipping receipt until your refund has been completed.
Please ship your return within 10 days of receiving our return instructions or return label, where applicable.
6. Refunds
Once your returned item is received, we will inspect it to ensure that it meets the applicable return requirements.
Once the return is approved, your refund will be issued to your original payment method within 10 business days.
Please remember that your bank or credit card company may require additional time to process and post the refund to your account.
If more than 15 business days have passed since we approved your refund, please contact us at:
Info@factoryshoeoutletstore.com
7. Damaged or Defective Items
Please inspect your order as soon as you receive it.
If your item arrives damaged or defective, contact us promptly with pictures and, when requested, a video showing the issue.
We will review the information and, if the issue is confirmed, provide instructions for returning the item. Approved damaged, defective, or incorrectly shipped items qualify for a free return label.
8. Delivered but Stolen Packages
If tracking information shows that your package was successfully delivered, but you believe it was subsequently stolen from outside your home, we may require official documentation or a certificate of loss/theft from the courier company.
Once the required documentation is provided, we can review the situation and determine the appropriate resolution.
We recommend using tracked shipping and, when available, redirecting your package to a secure location or nearby pickup point to avoid leaving packages unattended.
9. Exchanges
If you would like a different size or product, the fastest option is generally to return the original item and, once the return is approved, place a new order.
For exchanges related to size, fit, preference, or change of mind, the customer is responsible for the return shipping cost.
10. European Union Customers
For merchandise shipped into the European Union, customers may have additional rights under applicable consumer protection laws, including the applicable 14-day cooling-off period.
Nothing in this policy is intended to limit any mandatory rights provided by applicable law.
*Returns must meet the applicable requirements of this policy and any mandatory rights under local law.
Questions?
We're happy to help.
Email: Info@factoryshoeoutletstore.com
