Last Updated: October 26, 2023

At BROOKS Shoes Shop, we stand behind our gear with the same confidence we ask you to run, train, and live in it. We want you to be completely satisfied with your purchase. If for any reason you are not, our straightforward returns and exchanges process is designed for the active individual who values speed and simplicity.

Our Returns & Exchanges Promise

We offer a 15-day return or exchange window from the date you receive your items. This applies to most products purchased from shoes-outletshop.com, giving you time to ensure your gear meets your performance standards.

Condition Requirements

To be eligible for a return or exchange, items must be:

  • In original, unworn, and unwashed condition.
  • In the original packaging with all tags, labels, and accessories attached.
  • Accompanied by the original packing slip or order confirmation.

⚠️ Non-Returnable Items Important

Based on our product range and hygiene/safety standards, the following items cannot be returned or exchanged unless they arrive defective or damaged:

  • Electronics (from the “Electronics” & “Gear” menu categories) – Due to software licensing and potential data privacy issues.
  • Bottles & Hydration Packs – For health and hygiene reasons.
  • Gloves & Hat & Headwear – For hygiene and personal use considerations.
  • Fitness Equipment that has been assembled or used.
  • Any item marked as “Final Sale” or purchased with a promotional discount explicitly stating “No Returns.”

Defective or Damaged Items: If you receive a faulty or incorrect item, please contact us immediately at [email protected]. We will arrange a prepaid return label and expedite a replacement or refund.

The Return & Exchange Process: Step-by-Step

1 Initiate Your Request

Within 15 days of delivery, email our support team at [email protected] with your request. Use the template below to ensure we have all necessary information to process your request quickly.

Subject: Return/Exchange Request – Order #[Your Order Number] Dear BROOKS Shoes Shop Team, I would like to request a [Return / Exchange] for my order. Order Number: [Please insert] Date of Delivery: [Please insert] Item(s) for Return/Exchange: – [Product Name, Size, Color] Reason for Return/Exchange: [e.g., Size, Fit, Style, Defective (please describe)] I confirm the item(s) are in original, unworn condition with all tags and packaging. My preference is: [ ] Refund to original payment method. [ ] Exchange for: [Product Name, Size, Color] (if available). [ ] Store credit. Full Name: Shipping Address (as on order): Email Address: Thank you, [Your Name]

2 Receive Your RMA & Instructions

Within 1-2 business days, we will email you a Return Merchandise Authorization (RMA) number and detailed instructions, including the return address:

BROOKS Shoes Shop Returns
4733 Harley Brook Lane
VOLCANO, US 95689

3 Ship Your Return

Securely pack the item(s) with the original packing slip or a copy of your order confirmation. Write the RMA number clearly on the outside of the box. We recommend using a trackable shipping service and retaining your proof of postage. Return shipping costs are the customer’s responsibility, unless the return is due to our error or a defective product.

4 Our Inspection & Processing

Once we receive your return at our facility, our team will inspect the item(s) within 3-5 business days. We will notify you via email once the inspection is complete.

Refunds & Credits

  • Timing: Approved refunds will be processed to your original payment method within 5-10 business days after we complete our inspection.
  • Method: Refunds will be issued via the original payment method used (Visa, MasterCard, JCB, or PayPal). The refund will appear on your statement based on your financial institution’s processing times.
  • Deductions: Original shipping fees are non-refundable. For exchanges, we will cover the standard shipping cost to send the new item to you.
  • Store Credit: If you choose store credit, an electronic gift card will be emailed to you immediately upon approval.

Exchanges

For size or color exchanges, we will ship the new item as soon as the return is approved and the desired item is confirmed in stock. We use our standard shipping carriers (DHL, FedEx, or EMS) for replacement shipments.

Need Help? Contact Our Gear Support Team

Our team, passionate about the active lifestyle, is here to ensure your experience is seamless.

Email: [email protected]

Processing Time: We aim to respond to all inquiries within 24 hours during business days (Monday-Friday).

Please have your order number ready for faster service.

Thank you for choosing BROOKS Shoes Shop. We’re committed to supporting every step of your active journey—from purchase to performance.

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