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.
RETURNS & EXCHANGES — 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 24–48 hours.
EXCHANGES
We offer one free exchange per order. This means:
- we cover the return shipping
- and the delivery of your new pair
Your new pair will be made to order again - just like the first.
Good things take time, but they’re worth it.
RETURNS
If you choose a return:
- the item must be unworn, in original condition, with packaging
- we cover the return shipping
Refunds are processed within 7 business days after we receive and inspect your return.
Depending on your payment method, it may take an additional 2–3 business days 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
MADE-TO-ORDER DISCLAIMER
All TUAS shoes are made to order. This means that exchanges may require a new production cycle.
We believe in getting it right — not rushing it.
SHIPPING COSTS (RETURNS)
Return shipping costs are equivalent to our standard shipping rates and will be deducted from your refund.
(We keep this simple — no hidden fees, no surprises.)
IMPORTANT NOTES
- Returns must be requested and approved before being sent
- 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.