return policy



Return Policy


Want to swap something out? Get in touch—we're here to help.
Monday–Friday, 9 AM – 6 PM ET

Live Chat | Call: 212.484.0705 | Email:


Need to send them back? No problem. We accept returns and exchanges within 30 days of delivery.

Please note: shoes that show signs of wear or have the protective sticker removed from the sole are not eligible for return or refund.


1. Pick two pairs

Purchase your first pair & receive a second pair of the same style—in a half-size up, down, wider or narrower—to try for free. Just click on the dropdown menu that says “Add a backup pair to try for free” when ordering. We want you to find your perfect, made-for-you fit.

2. Choose the one you like

We'll send you both pairs, with shipping on us. Try each size to find the shoe that fits best.

3. Return the other pair

Keep the shoes you like and send the other pair back, free of charge. Simply place the pre-paid return label on the same shipping box and use the tape strips provided to seal it back up. Drop in the mail within 14 days and you're good to go.

Please note: do not remove protective sticker on the sole of the shoes unless you plan to keep them.

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Your burning questions, answered…

How do I track my order?

Please sign in to your account, click on your order number and then click ‘Track My Package.’

Do your shoes run true to size?

They absolutely do — we take great care to keep our sizes consistent. If you have any specific fit questions, please contact our Fit Boss via chat or call 212-484-0705, Mon–Fri 9am–6pm ET.

What if the shoes I want are sold out?

Not to worry — we restock frequently. Send us an email: tell us what you are looking for, and you’ll be the first to know when they are available again.

Will my shoes break in?

Our shoes will mold to your foot with every wear. The amount of breaking in varies by material, as well as style. A little snugness around the width will give in after a few wears, but the length should feel good from the start.

How do I gift INEZ?

Coming soon - our gift program lets you send someone special a pair of INEZs - this feature will be up in a few weeks. 

How does the Try-at-Home program work?

Learn all about it here: Try-at-Home program

What is the return policy?

Returns are free and we want them to be as easy as possible. We understand that sometimes you need time to decide, so you have 30 days from the date of delivery to send back any shoes you’ve changed your mind on. For more information, please see our Return Policy.

Can I exchange my shoes for another pair?

Of course you can. Please see our Exchange Policy.

When can I expect my refund?

Depending on your credit card company, you will typically see the refund within 10 business days from when the return has been processed. We will send you an email confirming when your card has been refunded. Please see more information in our Return Policy.

Other questions?

Please contact us via chat or call us at 212-484-0705, Mon–Fri 9am–6pm ET. We’re here to help.