Refund policy

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Refund & Return Policy


We want you to love your NUWA. If something isn’t right, here’s exactly how returns, refunds, and exchanges work. This policy applies to purchases made on nuwashoe.com and forms part of our Terms of Service. The Site is operated by FLUTE DIGITAL TECHNOLOGY CO., LIMITED (Hong Kong, Companies Registry No. 77007843). Questions? Email support@nuwashoe.com.

30-day returns (United States)

  • You have 30 days from the delivery date to request a return for orders shipped within the United States.
  • Returns are free — we provide a prepaid US return shipping label.
  • Items should be returned in original, clean, unworn condition. Trying shoes on indoors is fine. We may reduce or decline a refund for items returned worn outdoors, soiled, or damaged beyond a reasonable try-on.

Socks

For hygiene reasons, cotton crew socks are not returnable once opened. Unopened socks in original packaging may be returned within 30 days.

Printing defects

Every shoe is 3D-printed, and we inspect each one before it ships. If a shoe arrives with a printing defect—such as visible lattice gaps, a surface tear, or discoloration—email support@nuwashoe.com within 14 days of delivery with your order number and a photo, and we’ll replace it at no cost to you.

How to start a return or exchange

  1. Email support@nuwashoe.com with your order number and whether you’d like a refund, a size exchange, or a replacement.
  2. We’ll reply with a prepaid return label and simple instructions.
  3. Pack the item securely (original packaging preferred) and drop it off using the label.

Size exchanges

Between sizes, or need a different size? Request a size exchange and we’ll send the new size once your original pair is on its way back to us, subject to availability. If your preferred size is unavailable, we’ll offer a refund instead.

Refunds

  • Once we receive and inspect your return, we issue your refund to the original payment method within [5–10] business days. Your bank or card issuer may take additional time to post it.
  • For a change-of-mind return, return shipping is free; any original outbound shipping charge (if one applied) is non-refundable.
  • For a defective, damaged, or incorrect item, we refund the full amount, including any original shipping.

Wrong or damaged item

If you received the wrong item, or your order was damaged in transit, contact us within 14 days of delivery and we’ll arrange a free replacement or a full refund, whichever you prefer.

Items that can’t be returned

  • Opened socks (hygiene).
  • Any item marked “final sale” at the time of purchase.

Where returns are available

Free returns are currently offered for orders shipped within the United States. If you are ordering from outside the US, please contact us before returning an item so we can advise on options.

Contact

For any return, refund, or exchange question, email support@nuwashoe.com and include your order number so we can help faster.