Refund policy
At Movely, we want you to feel confident when shopping with us. If something isn’t right with your order, we’re here to help.
This policy explains how returns, refunds, and exchanges work.
Nothing in this policy limits any consumer rights that cannot legally be excluded under applicable law.
1. Return Eligibility
You may request a return within 30 calendar days from the date your order is delivered.
To qualify for a return, the item must generally:
- Be unused and unworn;
- Be unwashed and unmodified;
- Be free from stains, odors, dirt, hair, or signs of wear;
- Be in the same condition in which it was received;
- Include original packaging;
- Include all tags, accessories, manuals, and included items;
- Include valid proof of purchase.
Shoes may be tried on indoors on a clean surface.
Shoes showing outdoor wear, sole abrasion, excessive creasing, dirt, or other signs of use may not qualify for a discretionary return.
Please do not place shipping labels, tape, or writing directly on the original shoe box or product packaging.
2. What Applies to Your Situation
Wrong Item Received
If you receive an item different from the one you ordered, contact us as soon as possible.
Once verified, Movely will provide an appropriate solution, which may include a replacement, refund, or return at our expense.
Damaged or Defective Product
If your product arrives damaged or has a manufacturing defect, contact us promptly and provide:
- Your order number;
- A description of the issue;
- Clear photos or videos showing the problem;
- Photos of the packaging when requested.
Do not wear, wash, repair, alter, or discard the product before receiving instructions from our support team.
Depending on the circumstances, we may provide a replacement, refund, repair, or another appropriate solution.
Wrong Size or Color Selected
If you selected the wrong size, color, or style when placing your order, you may request a return or exchange within the 30-day return period.
In these cases, return shipping costs are generally the customer’s responsibility.
Changed Your Mind
If you simply changed your mind or no longer want the product, you may request a return within 30 days of delivery.
The customer is generally responsible for return shipping costs.
3. How to Start a Return
Do not send any product back without prior approval from Movely Customer Support.
Step 1 — Contact Us
Email:
Include:
- Your full name;
- Order number;
- Product you wish to return;
- Reason for the return;
- Photos or videos when applicable.
Step 2 — Return Approval
If your return is approved, we will provide:
- Return instructions;
- The correct return address;
- Any additional information required.
Return addresses may vary depending on the product, fulfillment location, and delivery destination.
Do not return products to the address shown on the original parcel unless specifically instructed by us.
Step 3 — Pack Your Return
Securely package the product in suitable external packaging.
The original shoe box or product packaging must not be used as the external shipping box.
Step 4 — Ship the Package
Use a trackable shipping service and keep your proof of shipment.
We strongly recommend retaining:
- Tracking number;
- Shipping receipt;
- Proof of postage.
Movely is not responsible for return parcels lost or damaged before they reach the designated return location.
Step 5 — Inspection and Resolution
Once your return arrives, our team will inspect the product.
You will be notified after the inspection is complete.
If approved, your refund, exchange, or other resolution will be processed according to this policy.
4. Refunds
Approved refunds are issued to the original payment method.
Once approved, Movely will submit the refund within 10 business days, unless applicable law requires a shorter period.
Your bank, card issuer, PayPal, or other payment provider may require additional time to make the funds available.
Movely does not control financial institution processing times.
5. Exchanges
Eligible exchanges may be available within the 30-day return period, subject to stock availability.
Exchanges may be requested for:
- Another size;
- Another color;
- Another eligible variation.
Because inventory may change quickly, we may ask you to return the original product and place a new order instead of completing a direct exchange.
A replacement product is not reserved until confirmed by Movely.
6. Return Shipping Costs
Movely May Cover Return Shipping When:
- You received the wrong product;
- The item arrived damaged;
- The item has a verified manufacturing defect;
- The return is required because of an error attributable to Movely.
Customer Is Generally Responsible When:
- The wrong size was selected;
- The wrong color was selected;
- The customer changed their mind;
- The item is no longer wanted;
- The purchase was made accidentally;
- The return is based on personal preference.
Mandatory consumer rights in your country take priority over this section.
7. Original Shipping Charges
Original shipping charges are generally non-refundable for discretionary returns.
However, standard delivery charges will be refunded where required by applicable law.
Additional amounts paid for expedited, premium, or non-standard shipping may not be refundable beyond the cost of standard delivery where legally permitted.
8. Inspection of Returned Items
Returned products are inspected after arrival.
A discretionary refund may be reduced or refused if the product:
- Shows signs of use;
- Has been worn outdoors;
- Is damaged after delivery;
- Is incomplete;
- Is missing packaging or accessories;
- Has been washed or modified;
- Cannot be identified;
- Was returned outside the permitted return period;
- Does not meet the conditions of this policy.
Any deduction involving statutory consumer rights will only be made where permitted by law.
9. Unauthorized Returns
Products returned without prior authorization may:
- Be refused;
- Be returned to the sender;
- Experience significant processing delays;
- Be ineligible for reimbursement.
Movely is not responsible for products sent to an incorrect or unauthorized address.
10. Non-Returnable Items
Unless defective or otherwise returnable under mandatory law, the following products may not qualify for return:
- Gift cards;
- Digital or downloadable products;
- Personalized or custom-made products;
- Final-sale items where legally permitted;
- Hygiene-sensitive products after opening;
- Underwear or intimate products after hygiene protection is removed;
- Perishable products;
- Products that cannot legally be returned for health or hygiene reasons after unsealing.
Any product-specific return restriction will be disclosed where required.
11. Promotional Items, Bundles and Gifts
Products purchased as part of a bundle, quantity discount, or promotional offer may still qualify for return, subject to this policy.
To receive a full refund, you may be required to return all products associated with the promotion.
If only part of a discounted bundle is returned, the refund amount may be recalculated based on the value of the retained products.
Free gifts related to a returned purchase must generally also be returned unused.
12. Refused or Unclaimed Packages
Refusing delivery does not automatically count as an approved return.
Please contact Movely before refusing a package.
Where permitted by law, costs resulting from:
- Refused delivery;
- Incorrect shipping information;
- Failure to collect the package;
- Failure to cooperate with delivery;
may be deducted from the refund.
13. Lost Shipments
If your order appears to be lost in transit, contact us as soon as possible.
We may request information needed to investigate the shipment with the carrier.
Any remedy will depend on the circumstances, tracking information, carrier investigation, and applicable law.
14. European Union and United Kingdom Right of Withdrawal
Where applicable, customers located in the European Union or United Kingdom may have a statutory right to cancel an online purchase without providing a reason.
This right is generally subject to the legally required withdrawal period and applicable exceptions.
To exercise this right, contact:
You must clearly state that you wish to withdraw from the purchase.
Where legally permitted, the customer may be responsible for the direct cost of returning the goods.
Movely may withhold reimbursement until the goods are received or satisfactory evidence of return is provided, where permitted by law.
This section does not affect any additional statutory rights you may have.
15. International Returns
Movely serves customers in multiple countries.
Our designated return location may be different from:
- Our business address;
- The address shown on your package;
- The original fulfillment location.
Never return a product without receiving the correct return address from Movely Customer Support.
For international returns, customers may be responsible for:
- Return shipping;
- Customs charges;
- Duties;
- Other transportation-related fees,
unless the return resulted from an error attributable to Movely or applicable law requires otherwise.
International returns may require additional transit time due to customs and carrier processing.
16. Chargebacks and Payment Disputes
If you experience an issue with your order, please contact us before opening a payment dispute whenever possible.
Email:
We will make reasonable efforts to resolve legitimate order concerns.
If a chargeback or payment dispute is already open, we may be unable to issue a separate refund through the original payment system until the dispute is resolved.
Nothing in this section restricts your legal right to dispute an unauthorized or unresolved transaction.
17. Contact Us
For return, refund, or exchange requests, contact:
Movely Customer Support
Email: contact@movelyshop.com
Website: movelyshop.com
Please include your order number whenever possible so we can assist you faster.