Returns & Exchanges
We do operate under two sets of rules for returning unwanted items according to whether you made an in-store or an online purchase.
Please make sure to read carefully the rules that apply to your purchase.
Both in-store and online purchases have a 14-day return policy, meaning you have 14 days after receiving your item to request a return. One notable exception is Christmas shopping season where items purchased between November 20th and December 31st can be returned until the third Saturday of January.
In-store purchases are bounded by our in-store return policy as printed on your in-store receipt:
"No refund nor credit note. One sole exchange authorized of equal value or superior to the original invoice. All labels as well as the original packaging must be intact".
All items are eligible for a refund with the exception of clearance items (see Exceptions below). However, online purchases returned physically in our store by local customers will be bounded by our in-store purchase policy (see In-store purchases above).
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging.
To start a return, you can contact us at email@example.com. If your return is accepted, we will send you the instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted. The cost of returning unwanted items is the sole responsibility of the customer.
You can always contact us for any return questions at firstname.lastname@example.org.
Damages and issues
Please inspect your order when you've received it and contact us immediately if the item is defective, damaged or if you received the wrong item. We will evaluate the issue and make it right.
To deal with any issues concerning the product, customers must warn us 24h after receiving the confirmation of the reception of the package (from the reception date on our website). An investigation could be launched between Planète Foot, the customer and the courier if necessary. Following the result of the investigation, refund or any other necessary steps will be taken to resolve the issue.
Planète Foot insures only the first $100 of any purchase whereas the offered Route Package Protection covers the full amount of any purchase. We always recommend the Route Package Protection to our customers no matter the amount of their purchase. In the unlikely event of a package not reaching its destination, Route will refund the customer much faster than if we have to go through the investigation that most shipping couriers will require.
Exceptions / non-returnable items
Clearance items (Clearance section of our website) coming from our clearance warehouse are not refundable or exchangeable and are therefore non-returnable. These items are no longer in store and can only be purchased online. These items have the following notifications in red when you click on them:
Warehouse Clearance Center Item
NO LONGER IN STORE. FINAL SALE. NO EXCEPTION.
Extra shipping charges may apply if clearance and regular products are ordered within the same invoice.
Incredible deals, but customers must be 100% sure about their purchase.
Any clearance item returned will not ne refunded or exchanged.
Certain items like socks, for hygienic reasons, become final sales as soon as they are removed from their package.
Unfortunately, we cannot accept returns on gift cards.
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund as well.