At Geox & GUESS Shop, we want you to be completely satisfied with your premium footwear purchase. If for any reason you’re not happy with your order, we offer a straightforward returns and exchanges process within 15 days of receiving your items.

Important Note: For hygiene reasons, we cannot accept returns or exchanges on sandals and flats that have been worn or tried on without protective sole coverings. All returned items must be in their original condition with tags attached and packaging intact.

Eligibility for Returns & Exchanges

To be eligible for a return or exchange:

  • Item must be unused, unworn, and in the same condition as received
  • Original tags must be attached
  • Original packaging must be included
  • Return must be initiated within 15 days of delivery
  • Proof of purchase or order number must be provided

Return & Exchange Process

Follow these simple steps to return or exchange your item:

  1. Initiate Your Return Request
    Email our customer service team at [email protected] with your return request using the template below.
  2. Wait for Approval
    Our team will review your request within 1-2 business days and send you a Return Merchandise Authorization (RMA) number and instructions.
  3. Package Your Items
    Securely package the item(s) in the original packaging with all tags attached. Include a copy of your order confirmation or packing slip.
  4. Ship Your Return
    Send the package to our returns center at:
    Geox & GUESS Shop Returns
    6601 West Ocotillo Road
    Glendale, AZ 85301
    USA

    Note: Return shipping costs are the customer’s responsibility unless the return is due to our error.

  5. Processing Your Return
    Once received, our team will inspect the items and process your return or exchange within 3-5 business days.

Return Request Email Template

Use this template when requesting a return or exchange:

Subject: Return/Exchange Request – Order #[Your Order Number] Dear Geox & GUESS Shop Customer Service, I would like to request a [return/exchange] for my recent order #[Your Order Number]. Details of item(s) to be returned/exchanged: – Product Name: – Size: – Color: – Reason for return/exchange: For exchanges, please specify preferred replacement item: – Product Name: – Size: – Color: Please let me know the next steps to complete this process. Best regards, [Your Full Name] [Your Contact Information]

Refund Information

Once your return is approved and processed:

  • Refund Method: Refunds will be issued to the original payment method (Visa, MasterCard, JCB, or PayPal)
  • Processing Time: 3-5 business days after we receive your return
  • Bank Processing: Additional 5-10 business days may be required for the refund to appear in your account, depending on your financial institution
  • Shipping Costs: Original shipping fees are non-refundable unless the return is due to our error

Exchange Information

For exchanges:

  • We will ship your replacement item once the returned item is received and inspected
  • If the replacement item is of higher value, you will be charged the difference
  • If the replacement item is of lower value, we will refund the difference
  • Standard shipping rates apply for exchange shipments unless the original order qualified for free shipping

Non-Returnable Items

The following items cannot be returned or exchanged unless defective:

  • Worn sandals or flats (hygiene reasons)
  • Items without original tags or packaging
  • Personalized or custom-made products
  • Items purchased during final sale or clearance events (will be clearly marked)

Damaged or Defective Items

If you receive a damaged or defective item:

  • Contact us immediately at [email protected] with photos of the damage/defect
  • We will arrange for a free return shipping label if needed
  • You may choose between a replacement (if available) or full refund

For any questions about our returns and exchanges policy, please don’t hesitate to contact our customer service team at [email protected].

Thank you for shopping with Geox & GUESS Shop – where style meets comfort in every step.