Refund policy
We hope you love your TUAS shoes. But if something doesn’t feel quite right, we’ve got you.
Because trying something made just for you should feel easy — not risky.
The Basics
You may request a return or exchange within 15 days of receiving your order.
To start, simply email orders@tuas-studio.com with:
- your order number
- your request (return or exchange)
We'll guide you through the next steps within 1–2 business days.
Exchanges
We offer one free exchange per order. That means we cover:
- the return shipping
- the shipping of your new pair
If your new size is available, it will be dispatched within our usual shipping timeframe. If it is currently being crafted or available on pre-order, the estimated shipping date will be communicated before your exchange is confirmed.
Returns
If you choose to return your order:
- the item must be unworn and returned in its original packaging
- we cover the return shipping
Refunds are processed within 7 business days after we receive and inspect your return.
Depending on your payment provider, it may take an additional few business days for the funds to appear in your account.
Conditions (Important!)
To be eligible for a return or exchange:
- shoes must be tried on indoors, on a soft surface
- protective film must remain intact
- items must be in perfect, resellable condition
Returns that do not meet these conditions may be refused.
Defects or Errors
If you receive:
- a defective product
- or the wrong item
We will take full responsibility.
In these cases:
- all shipping costs are covered by TUAS
- and we will prioritise resolving the issue as quickly as possible
A note on timing
Many sizes are ready to ship. Others may be currently being crafted or available on pre-order.
If an exchange requires a size that is not immediately available, additional production time may be needed. We’ll always communicate the expected timing before proceeding.
Important Notes
- Returns and exchanges must be requested and approved before being sent back
- Items returned without prior contact may not be accepted
- We are not responsible for returns lost in transit without tracking
Need help?
Still have questions? Check out our FAQ for more details or drop us an email at orders@tuas-studio.com. We’re here for you every step of the way.