Return & Exchange Policy

RETURN & EXCHANGE POLICY

Published: October 2026. Subject to updates.

Before You Order — A Note From Us

Your confidence in us matters, and we want you to feel completely at ease with every purchase you make with us. Scenshuz shoes are handcrafted with care, and we stand behind everything we make. At the same time, we understand that shopping online comes with its own uncertainties — sizing, fit, and finish can be difficult to judge from a screen alone. This policy is here to give you the clarity you need before you order, so there are no surprises when your shoes arrive. Please take a moment to read through it. If you have any questions that are not answered here, we are always happy to help — just reach out to us directly on Instagram or Whatsapp. ( QR at the end of the page )

1. Ready Stock Items

We offer exchanges on ready-stock items within 14 days of receiving your order, provided the following conditions are met: a) The item must be free from any signs of outdoor wear. b) Original shoebox c) Protective sole sticker has not been entirely removed d) Proof of purchase is provided e) The item is not a final sale, clearance, or promotional piece Exchange options are a different size or colour, subject to availability. If your preferred option is unavailable, we will offer the closest alternative or a store credit to use on a future purchase. Please note: Monetary refunds are not available for ready-stock items. Exchanges only.

2. Damaged or Defective Items

If your order arrives damaged, defective, or incorrect, we will make it right — at no cost to you. Please contact us within 7 days of receiving your order with your order number and clear photographs of the issue. We will arrange an exchange, repair, or resolution promptly.

3. How To Request For An Exchange

Reach out to us within 7 days of receiving your order — via WhatsApp at +6011 5915 6010 or by DM on Instagram. Let us know your order number, the item concerned, and the reason for your exchange. Shipping costs are determined by the reason for exchange. If you are exchanging due to a change of mind in design or colour, return shipping is at your own cost. If your shoes arrive damaged, defective, or differ from what you ordered in size or colour, Scenshuz will cover the shipping. Once we receive and inspect the returned item, we will process your exchange or issue a store credit accordingly.

A Few Important Notes to Understand Before Purchase or Exchange

a) The Protective Sole Sticker

Please keep the sole sticker intact until you are fully satisfied with the fit. We recommend wearing the shoes indoors on a clean floor or carpet for approximately 30 minutes to properly gauge the fit. If the size does not suit you and the shoes remain in new condition, an exchange can be arranged. Once the sole sticker has been removed, the shoes are considered worn and are no longer eligible for exchange.

b) Understanding the Fit

All Scenshuz shoes are constructed with an interlining fabric between the upper material and the lining. This is intentional — it prevents the upper from expanding over time and helps maintain the fit for longer. Some customers may find the upper feels slightly firm at first. This is completely normal. With wear, the upper will gradually adjust to the shape of your foot.

c) Breaking In Your Shoes

Every foot is different. Some shoes may require a short break-in period before they feel their most comfortable. Others will feel true to fit from the very first wear, particularly when the correct size has been selected from the start.

d) Getting Your Size Right

All Scenshuz products come with a fitting guide. We strongly encourage you to take the time to measure your foot accurately before ordering — it is the single most effective step toward getting the right fit the first time.

e) Handcrafted Variation

Every pair is made by hand. Minor differences in tone, texture, or finish are a natural characteristic of handcrafted work and are not considered defects. Should any variation affect the fit or structural integrity of your shoes, please contact us within 7 days and we will assess it promptly.

Get In Touch

For any questions about your order, or to begin an exchange, please reach out to us directly. We are always happy to help. 📧 [email protected] 📱 +6011 5915 6010 (WhatsApp) 📸 @scenshuz (Instagram DM)