JULZ SHOES KENYA RETURNS & EXCHANGES POLICY

At Julz Shoes, we want you to be happy with your purchase. Please read our Returns & Exchanges Policy carefully before placing your order.

This policy applies to purchases made through the Julz Shoes online store and fulfilled from our Kenya stock.

Our Kenya Returns & Exchanges Policy differs from our South African policy.

Nothing in this policy is intended to exclude or limit any consumer rights that cannot lawfully be excluded under applicable law.

EXCHANGES – 48 HOURS

If you would like to exchange an item due to:

• Size• Colour

• Preference 

• Another requested item or size being sold out

You must contact Julz Shoes within 48 hours of receiving your order.

Exchange requests received after the 48-hour period will not be accepted, except where required by applicable consumer law.

All exchanges are subject to stock availability.If the requested replacement item is sold out, our team will advise you of the available exchange options.

No cash refunds are offered for size, colour, preference or stock-availability exchanges.

Where an exchange is approved, the customer may exchange the item for another available product or receive store credit, where applicable.

CONDITION OF EXCHANGED ITEMS

To qualify for an exchange, the item must be:

• Unworn and unused

• In its original condition

• In its original packaging

• Clean and free from marks, stains, odours or dirt

• Accompanied by proof of purchase or the Julz Shoes order number

Shoes may only be fitted indoors on a clean surface to determine fit.

Items showing signs of wear will not be accepted for exchange.

This includes, but is not limited to:

• Dirty or marked soles

• Scuff marks •

 Creasing consistent with wear

• Stains

• Odours

• Water or moisture damage

• Dirt or foreign substances

• Alterations or accidental damage

• Damaged or missing original packaging

Julz Shoes reserves the right to inspect all returned products before approving an exchange.

COURIER COSTS FOR KENYA EXCHANGES

For exchanges due to size, colour, preference or stock availability, all courier costs are for the customer’s account.

This includes the cost of returning the original item and the cost of delivering the replacement item.

The free first-order exchange benefit offered to South African customers does not apply to Kenya orders.

If Julz Shoes has supplied the incorrect item, Julz Shoes will cover the reasonable local courier costs required to correct our error.

REFUNDS

Julz Shoes does not offer cash refunds for change of mind, incorrect size, colour preference or personal preference.

Refunds will only be considered where a product is damaged or confirmed to be defective, subject to assessment by Julz Shoes and applicable consumer law.

Where a refund for a damaged or defective product is approved, Julz Shoes will process the refund to the original payment method within 7 business days of approval.Your bank or payment provider may require additional processing time before the funds reflect in your account.

DAMAGED OR DEFECTIVE PRODUCTS

If you receive an item that is damaged or you believe has a manufacturing defect, please contact Julz Shoes as soon as reasonably possible and provide:

• Your order number

• A description of the issue 

• Clear photographs or videos showing the problem

Please stop wearing the item once you become aware of a possible defect.

Continuing to wear an item after discovering an issue may affect our ability to determine whether the problem is a manufacturing defect or damage caused through continued use.

All defective-product claims are subject to assessment.

Normal wear and tear, misuse, improper care, accidental damage, water damage, excessive wear or damage caused by using the footwear for a purpose for which it was not intended will not be considered a manufacturing defect.

Where a manufacturing defect is confirmed, Julz Shoes will provide the appropriate remedy in accordance with applicable consumer law.

This may include an exchange, replacement, repair or refund where applicable.For an approved damaged or defective product claim, Julz Shoes will cover reasonable Kenya courier costs where applicable.

INCORRECT ITEM SENT

If Julz Shoes sends an item that differs from the product, colour or size confirmed on your order, please notify us within 24 hours of delivery wherever reasonably possible.

Please provide your order number and photographs of the item received.Where the error is confirmed to be ours, Julz Shoes will arrange the appropriate replacement and cover the reasonable local courier costs.

SALE ITEMS

Sale items are final sale and are not eligible for voluntary returns, exchanges or refunds.

Please therefore choose your size and product carefully before purchasing a sale item.

This does not exclude any rights or remedies that may apply where a sale item is genuinely defective, damaged, incorrectly supplied or where applicable consumer law requires otherwise.

NATURAL LEATHER & SUEDE

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

Natural leather and suede may vary slightly in colour, grain, texture, markings, wrinkling and dye absorption.

These variations are characteristics of natural materials and are not necessarily manufacturing defects.

ORDERS DELIVERED OUTSIDE KENYA

Orders fulfilled from our Kenya stock and delivered to an address outside Kenya are considered international orders for the purposes of returns and exchanges.

Customers outside Kenya must still notify Julz Shoes of an exchange request due to size, colour or preference within 24 hours of receiving the order.

All international returns and exchanges must be approved by Julz Shoes before the item is sent.

For an approved international exchange:

• The customer is responsible for all return courier costs.

• The customer is responsible for the cost of shipping the replacement item.

• Any applicable customs duties, taxes, clearance fees or other charges associated with returning or reshipping the item are for the customer’s account, except where applicable law requires otherwise.

• Julz Shoes cannot guarantee that the requested replacement product or size will still be available by the time the original item is returned. 

• International courier and delivery charges are non-refundable for voluntary exchanges.

No cash refunds are offered for international change-of-mind, sizing, colour or preference returns.

Where an international customer receives an incorrect, damaged or allegedly defective item, they must contact Julz Shoes before arranging a return.

Julz Shoes will assess the matter and provide return instructions. Where the item is confirmed to be defective or Julz Shoes supplied the incorrect item, the appropriate remedy and responsibility for reasonable shipping costs will be determined in accordance with applicable law and the circumstances of the claim.

Customers must not return international orders to South Africa unless specifically instructed to do so by Julz Shoes.

DELIVERY & UNCOLLECTED ORDERS

Customers are responsible for providing complete and accurate delivery information.

Where delivery cannot be completed because of incorrect information supplied by the customer, failure to collect the parcel, refusal of delivery or another circumstance attributable to the customer, any reasonable additional courier or redelivery costs may be for the customer’s account.

STOCKIST PURCHASES

This policy applies only to purchases made directly through the Julz Shoes online store.

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 transaction.

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

HOW TO LOG AN EXCHANGE OR DEFECT

Please contact Julz Shoes before returning any product.

Please provide:

• Your name

• Order number

• Reason for the exchange or claim

• Requested replacement size or product, where applicable

• Photographs or videos for damaged, defective or incorrectly supplied items

Our team will provide the appropriate return instructions.

Items sent back without prior approval may not be accepted.

POLICY AT A GLANCE

Size, colour or preference exchange: Contact us within 48 hours of delivery.

Change of mind: No cash refund.

Courier costs for voluntary exchanges: Paid by the customer.

Damaged or defective product: Subject to assessment by Julz Shoes.

Approved refund for damaged/defective product: Processed within 7 business days of approval.

Sale items: Final sale — no voluntary refund or exchange.

International customers: Customer pays international return and replacement shipping for voluntary exchanges.

Nothing in this policy is intended to exclude, restrict or override any consumer right or remedy that cannot lawfully be excluded under applicable law.