Returns & Refunds

Starting a return

Use our Contact page and include your order number and the item you want to return. Do not send a parcel before receiving return instructions. Unauthorized returns may be delayed or refused.

Change-of-mind and sizing returns

For change-of-mind, preference, or sizing/fit returns, including when we supplied the size you ordered correctly but it does not fit, you are responsible for the return-shipping cost. StrideVero does not cover return shipping for these returns. This does not apply where we confirm that the wrong item or size was supplied, the item arrived damaged or defective, or applicable law requires otherwise. We recommend using a tracked service because the parcel remains your responsibility until it reaches the return location.

Wrong, damaged, or defective items

Inspect your order promptly. If an item arrives damaged, defective, or different from what you ordered, contact us as soon as possible and provide clear photographs. If we confirm the issue, StrideVero will provide an appropriate remedy and cover reasonable return-shipping costs where required.

Return condition and exclusions

We cannot accept items that have been worn, washed, altered, stained, scented, damaged after delivery, or returned without original tags. Opened underwear, socks, and other sealed hygiene products cannot be returned for change of mind. Final-sale items are not eligible for change-of-mind returns unless applicable law requires otherwise.

Refund timing

Returns are inspected after arrival. Approved refunds are issued to the original payment method, normally within 5–10 business days after inspection. Your bank or card provider may require additional time to post the credit. Original outbound shipping charges are generally non-refundable for change-of-mind returns unless applicable law requires otherwise.

Delivered but not received

If tracking shows “delivered” but the parcel is missing, first verify the order address and check entrances, safe places, mailbox areas, reception desks, parcel rooms, building management, household members, neighbours, and any carrier photograph or notice. Allow up to 48 hours after the delivery scan because some carriers scan parcels shortly before final handoff.

If the parcel remains missing, contact us within seven days of the delivery scan. Include your order number, delivery address, tracking number, and the checks you completed. We may open a carrier investigation and request reasonable supporting information. A refund or replacement is not automatic solely because a parcel cannot be located after a valid delivery scan; if the investigation establishes that it was lost or misdelivered before delivery, we will provide the remedy required by applicable law.

Consumer rights

Nothing in this policy limits mandatory consumer rights, including statutory rights that may apply to eligible consumers in the European Union or European Economic Area.