At Julz Shoes, we want you to love your purchase. This policy applies specifically to orders placed through the Julz Shoes online store and fulfilled within Kenya.

Please note that our Kenya returns and exchanges process differs from our South African policy.

Nothing in this policy is intended to limit any rights available to customers under applicable Kenyan consumer law.

Returns & Exchanges

Eligible items may be returned or exchanged within 30 calendar days of receiving your order, provided that:

• The item is unworn, unused and in its original condition.
• Shoes have only been fitted indoors on a clean surface.
• The original packaging is included and is undamaged.
• Shoes are clean and show no signs of wear.
• Proof of purchase or your Julz Shoes order number is provided.

Items showing signs of wear, including marked or dirty soles, scuffing, excessive creasing or other signs of use, cannot be accepted for a change-of-mind or sizing return.

This does not affect your rights in respect of defective goods under applicable Kenyan consumer law.

Size Exchanges

If your shoes don’t fit and you would like to exchange them for another size, please contact our team to log an exchange.

All exchanges are subject to stock availability.

We cannot guarantee or reserve an alternative size until your exchange has been approved and arranged.

Courier Costs

For size exchanges, change-of-mind returns or other non-defective returns, all courier costs are for the customer’s account.

This includes the cost of returning the original item to our Kenya return location and, where applicable, the cost of delivering the replacement item to you.

The free first-order uplift and size exchange offered in South Africa does not apply to Kenyan orders.

Please do not send a return before contacting our team and receiving the correct Kenya return instructions.

Lets discuss are we going to offer free first exchanges like we do in SA or d you think they should pay the courier costs

Change-of-Mind Returns

If you change your mind about an eligible purchase, you may request a return within 30 calendar days of delivery.

The customer is responsible for the courier cost of returning the item.

Once received, the item will be inspected before the return is approved.

Original delivery charges and return courier costs are not refundable for change-of-mind or sizing returns, except where required by applicable law.

Refunds

Once your return has been received and inspected, we will advise you whether your refund has been approved.

Approved refunds will be processed to the original payment method.

Please allow up to 14 working days for Julz Shoes to process an approved refund. Your bank or payment provider may require additional time for the funds to reflect.

Courier and delivery charges are not refundable for change-of-mind, fit or sizing returns, except where required by applicable law.

Faulty or Defective Products

We take pride in the quality of our footwear. If you believe your Julz Shoes have a manufacturing defect, please contact us before arranging a return.

Please provide:

• Your order number
• A description of the issue
• Clear photographs showing the problem

Our team will assess the issue and advise you on the next steps.

Where an item is confirmed to be defective, Julz Shoes will provide an appropriate remedy in accordance with applicable Kenyan consumer law.

Where applicable, Julz Shoes will cover reasonable local Kenya courier costs associated with an approved defective-product return or replacement.

Damage resulting from normal wear and tear, misuse, improper care or accidental damage is not considered a manufacturing defect.

Incorrect Item Received

If Julz Shoes has accidentally sent you an incorrect product, colour or size compared with your confirmed order, please contact us as soon as possible.

Julz Shoes will arrange the appropriate return or replacement and cover the reasonable local courier costs associated with correcting our error.

Please do not arrange your own return before receiving instructions from our team.

Natural Leather & Suede

Many Julz Shoes products are made from genuine leather and suede.

As these are natural materials, individual pairs may have slight variations in:

• Grain
• Texture
• Colour
• Natural markings
• Wrinkling
• Dye absorption

These natural characteristics are not necessarily manufacturing defects.

This does not affect your rights where an item is genuinely defective.

Sale & Promotional Items

Items specifically marked Final Sale are not eligible for voluntary change-of-mind returns or exchanges.

This does not apply where an item is defective, incorrect or where the customer is entitled to a remedy under applicable Kenyan consumer law.

Delivery Information

Customers are responsible for ensuring that their delivery information is complete and correct when placing an order.

If an order cannot be delivered because incorrect or incomplete information was supplied, the customer may be responsible for any reasonable additional courier or redelivery costs.

If a parcel is not collected or delivery cannot be completed for reasons attributable to the customer, any reasonable additional courier costs may be for the customer’s account, where permitted by applicable law.

Stockist Purchases

This policy applies only to eligible purchases made directly through the Julz Shoes online store and fulfilled by Julz Shoes in Kenya.

Products purchased from an independent Julz Shoes stockist or third-party retailer must be returned to the original place of purchase, as that retailer holds the original sale.

The retailer’s applicable returns policy and Kenyan consumer law will apply.

How to Log a Kenya Return or Exchange

Please contact the Julz Shoes team before returning any item.

Provide your:

• Order number
• Name
• Reason for the return or exchange
• Requested replacement size, where applicable
• Photographs if reporting a fault or incorrect item

Our team will then provide the appropriate Kenya return instructions.

Please do not return Kenyan online orders to our South African warehouse unless specifically instructed to do so by Julz Shoes.

Important

This policy applies specifically to Julz Shoes online orders fulfilled within Kenya.

South African return benefits, including our free first-order uplift and size exchange, do not apply to Kenyan orders.

Nothing in this policy excludes or limits any consumer right or remedy that cannot lawfully be excluded under applicable Kenyan law.