Refund policy

Returns & Refund Policy

At Feet First E-Store, we want you to shop with confidence. Every pair of insoles is thoughtfully designed by experienced podiatrists to provide comfort, support and lasting performance. If your order isn't quite right, we're here to help.

 

30-Day Return Policy

You have 30 days from the date you receive your order to request a return.

To be eligible for a return, your insoles must:

  • Be in clean, near-new condition.

  • Show no excessive signs of wear.

  • Not have been trimmed, modified or altered in any way.

  • Be returned in their original packaging.

  • Be accompanied by your proof of purchase or order confirmation.

Please note that insoles should only be tried on indoors in clean footwear during the fitting process. Insoles that have been trimmed, heavily worn or damaged cannot be accepted for return unless they are faulty.

 

How to Start a Return

To request a return, please contact us at hello@feetfirstestore.com within 30 days of receiving your order.

Please include:

  • Your order number

  • Your reason for the return

  • Photographs if your item is damaged or defective

Return requests must be approved before any item is sent back.

If your return is approved, we will provide you with return instructions, including the return address and any applicable return shipping information.

Items returned without prior authorisation will not be accepted.

 

Return Shipping Costs

Unless the return is due to a manufacturing defect, damaged item or an error on our part (such as receiving the wrong product), customers are responsible for the cost of returning the item.

If your return is approved because the product is faulty, damaged during transit or incorrectly supplied, Feet First E-Store will cover the reasonable return shipping costs or provide a prepaid return shipping label where applicable.

We recommend using a trackable shipping service, as we cannot be responsible for items lost during return transit.

 

Exchanges

If you require a different size or believe another insole model may be more suitable, please contact us before returning your order.

Our team will be happy to provide fitting advice and determine the most appropriate solution.

Where eligible, exchanges are subject to product availability.

Damaged, Faulty or Incorrect Items

Please inspect your order upon delivery.

If your item is:

  • damaged during delivery;

  • defective due to a manufacturing fault; or

  • the incorrect item was sent,

please contact us as soon as possible with photographs of the issue so we can assess the problem and arrange an appropriate replacement, exchange or refund.

 

Non-Returnable Items

For hygiene and product integrity reasons, we cannot accept returns for:

  • Insoles that have been trimmed or customised.

  • Insoles showing excessive wear or damage.

  • Products returned without their original packaging.

  • Clearance or sale items.

  • Gift cards.

  • Personalised or custom-made products.

  • Topical and Skincare Products

    For hygiene and safety reasons, TriSafe Foot Spray and SkinGUARD Antibacterial Protective Moisturiser cannot be returned or exchanged once opened or used. If your product arrives damaged, defective, or incorrectly supplied, please contact us at hello@feetfirstestore.com within 7 days of receipt with photographs, and we will arrange an appropriate replacement or refund.

If you are unsure whether your purchase is eligible for return, please contact us before sending it back.

 

Refunds

Once we receive and inspect your returned item, we will notify you whether your refund has been approved.

If approved, your refund will be processed to your original payment method within 10 business days.

Please note that your bank or credit card provider may require additional time to process and post the refund.

If more than 15 business days have passed since your refund was approved, please contact us at hello@feetfirstestore.com.

 

Need Assistance?

If you have any questions about returns, exchanges or product suitability, please contact us at hello@feetfirstestore.com.

Our team is always happy to help you find the right solution.