Exchanges & Cancellations

Last updated: 9 August 2026

This policy applies to wholesale orders placed with Get Shoe. Please read it before submitting an order. It explains when an exchange, return, refund, store credit or cancellation request may be considered.

Eligible exchange or return issues

A request may be considered when Get Shoe supplies:

• defective or damaged goods;
• the wrong product or design;
• the wrong size; or
• the wrong colour.

The issue must be reported to Get Shoe within two business days of delivery or collection.

Conditions for an eligible request

Unless the reported issue prevents this, the goods must be:

• unused and unworn;
• clean and free from customer-caused damage;
• in their original packaging; and
• supported by the order or invoice number and clear photographs where requested.

Do not send or deliver goods back until Get Shoe has reviewed the request and provided return instructions.

Requests that are not normally eligible

Get Shoe does not normally accept exchanges, returns or refunds for:

• change of mind;
• an incorrect product, size or colour selected by the customer;
• difficulty reselling the goods;
• goods that have been worn, used, altered, soiled or damaged after delivery or collection;
• missing or damaged original packaging; or
• issues reported after the two-business-day reporting period.

How to submit a request

Contact Get Shoe through WhatsApp or an official contact channel and provide:

• your name and business name;
• the order or invoice number;
• the affected product, quantity, size and colour;
• a clear description of the issue; and
• clear photographs or video where applicable.

Assessment and resolution

Get Shoe will review each request and may inspect the goods. If the request is approved, Get Shoe will decide the appropriate resolution based on the circumstances and available stock. The resolution may be a replacement, refund or store credit. Return and replacement transport costs will be decided case by case.

Order cancellations

Cancellation requests must be made as soon as possible through WhatsApp or another official contact channel. A request is not automatically accepted. Get Shoe will consider whether payment has been made, stock has been allocated, special arrangements have been made, or the order has been prepared for dispatch or collection.

If an ordered item is unavailable, Get Shoe will contact the customer before payment or fulfilment. The customer may accept the revised timing, replace the affected item, or request cancellation of the affected item.

Refunds and store credit

When a refund or store credit is approved, Get Shoe will confirm the amount, method and any applicable transport adjustment. Processing times may depend on the payment method and financial institution. Payment should only be made after Get Shoe reviews and confirms the order and sends payment instructions.

Customer responsibilities

• Check the confirmed products, quantities, sizes, colours, fulfilment method and charges before payment.
• Provide an accurate delivery address and reachable telephone number.
• Ensure an authorised person is available to receive and inspect the goods.
• Keep the invoice, packaging and supporting evidence until the order has been checked.

Contact Get Shoe

Get Shoe
160/05, Kandy Plaza, Prince Street, Colombo 01100, Sri Lanka
Telephone: +94 11 780 8999
WhatsApp: +94 77 715 6987
Email: sales@getshoe.lk

Nothing in this policy excludes or limits any rights or remedies that cannot lawfully be excluded under applicable Sri Lankan law.