REFUND, RETURNS & CANCELLATION POLICY

Thank you for shopping with Julz Shoes. We take great pride in the quality of our products and are committed to customer satisfaction. This policy outlines your rights and out procedures, in line with the Customer Protection Act 68 of 2008 (CPA).

This policy outlines your rights and our procedures, in line with the Consumer Protection Act 68 of 2008 (CPA). These terms govern the ordering, sale, delivery, and return of goods purchased through our website and are binding upon all users.

1. ORDER CHANGES & CANCELLATIONS

Once an order is placed, our team begins processing it quickly so we can dispatch orders without delay. Because of this, we cannot guarantee that an order can be cancelled or changed before it leaves the warehouse.

If you need to adjust your order (size, colour, address, etc.), please contact us as soon as possible with your order number.

We’ll always try to assist, but:

• If the order has already been packed or handed to the courier, we are unfortunately unable to cancel or change it.
• You are still welcome to follow our Returns & Exchanges process once the parcel is delivered.

For change-of-mind returns and size exchanges (after your first order):

• The original shipping fee is non-refundable (unless it’s our error or a defective item).
• The customer is responsible for the courier cost to return the shoes to us.
• Refunds are processed via the original payment method once the shoes are received and inspected (within 14 working days).

Contact us at admin@julzshoes.com / social@julzshoes.com or alternately you can contact us on 0728842188 

2. INCORRECT ADDRESSES & FAILED DELIVERY ATTEMPTS

Please ensure your delivery details are correct at checkout.

Julz Shoes is not responsible for delays or non-delivery due to incorrect or incomplete addresses.

If the parcel is returned to us because:

• The address was incorrect,
• The customer could not be reached, or
• Delivery attempts failed,

The customer will be responsible for the cost of reshipping the parcel.

Courier fees are non-refundable in these cases.

3. RETURNS & EXCHANGES

You are entitled to return or exchange goods in accordance with the CPA. Our return policy allows for returns or exchanges within 30 days of purchase, provided the following conditions are met:

• Items must be unworn, unused, and in their original packaging
• Proof of purchase (order number or receipt) must be provided
• The item must be in a resalable condition
• The return must be initiated within 30 calendar days of receiving your order
• Sale items and promotional offers are final sale and not eligible for return or refund unless defective
• After your first order, courier fees for returning items are the customer’s responsibility

Important: We can only process returns, exchanges, or refunds for shoes purchased directly from the Julz Online Store.

• If your purchase was made through one of our independent stockists, please contact them directly for support, they hold the funds and manage their own return processes.

Sale/discounted items are final sale and not eligible for return unless defective.

After your first order, the customer is responsible for the courier fees when returning items.

Shoes with:

• Marks,
• Scuffs,
• Dirty soles,
• Creasing from wear,
• Exposure to water or moisture,

cannot be accepted for return or exchange.

Please note that once an exchange has been logged, the replacement pair will be kept aside for a period of 15 days. If the exchange is not completed within this timeframe, the item will be released back into stock.

4. FIRST-TIME CUSTOMER BENEFIT

If this is your first order with Julz Shoes and the size isn’t right:

• We’ll arrange a free uplift & exchange on your first order.

For all orders after your first:

• You will need to arrange and pay for the return of the original pair.
• We’ll send your new size free of charge.

5. HOW TO LOG A RETURN / EXCHANGE

Submit your request through our online portal: Log A Return 

Our team will respond with next steps within 2 working days.

6. EXCHANGE TIMELINES

Once we receive and inspect the returned shoes:

• Exchanges are processed within 3–5 working days
• You’ll receive a tracking number once your new pair ships
• If the requested size is unavailable, we will offer store credit or an alternative option

7. REFUNDS

Once your return is approved, your refund will be processed via the original payment method within 14 working days.

Refunds fees are non-refundable unless:

• Shipping fees (unless we made an error)
• The product is defective, or
• Worn or damaged goods due to wear and tear
• Sale items (unless defective)

8. GIFTS

If you received Julz Shoes as a gift:

• You may exchange or request store credit
• Refunds can only go back to the original purchaser

 Please note:

• We require proof that the shoes were purchased from Julz Online (e.g. order number, receipt, or email confirmation)
• Since our products are also sold through independent stockists across the country, we unfortunately cannot accept returns, exchanges, or issue vouchers for items purchased from a stockist — their store holds the sale and funds
• If the shoes were purchased from a stockist, please contact them directly for any return or exchange enquiries

9. NATURAL MATERIAL DISCLAIMER (LEATHER & SUEDE)

We take pride in using genuine leather and suede, which are natural materials. Slight inconsistencies are part of their character, not faults.

Please note:

• Slight scarring, grain variation, wrinkles, or colour shifts in leather or suede are normal and expected
• Dye absorption may vary, especially in suede, and is not a defect
• These natural variances are not valid reasons for returns or refunds

By purchasing from Julz Shoes, you acknowledge and accept these natural features.

10. MANUFACTURING DEFECTS VS NORMAL WEAR

In terms of Section 56 of the CPA, all our products carry a 6-month implied warranty against defects. If a product is proven to have a manufacturing fault, we will offer one of the following:

• Repair,
• Replace, or
• Refund the item.

This warranty does not cover:

• Normal wear and tear
• Improper care or use
• Damage from water, dirt, or heat
• Leather or suede changes from exposure to the elements
• Scuffing, creasing, or fading from regular use

11. CARING FOR YOUR SHOES

To ensure the longevity of your footwear, especially natural leather and suede:

• Avoid water, moisture, and prolonged sunlight exposure
• Use suitable leather polish and suede protective spray
• Let wet shoes dry naturally — never use heat
• Store in a cool, dry area

Improper care may void any warranty assessment.

12. NEED HELP?

We’re here to assist with returns, exchanges, or any questions.

Email: support@julzshoes.com

Email: admin@julzshoes.com

Cellphone/WhatsApp: 0728842188