Refund policy

Shmorgen accepts returns for both defective and non-defective products and offers exchanges. This policy applies to orders delivered to the United States.

1. Return Window

You may request a return or exchange within 30 calendar days of receiving your order.

This includes returns for change of mind, unsuitable size, personal preference, and goods that arrive faulty, damaged, incorrect, or not as described.

Email hello@shmorgen.com within this period to start your request. After receiving return instructions, send the item back within 14 calendar days.

This voluntary return window does not limit your applicable statutory rights.

2. Return Conditions

For non-defective returns and exchanges, items must be:

• New, unworn, unwashed, and unused, apart from reasonable inspection or trying on.

• Free from customer-caused damage, alterations, stains, and odors.

• Returned with their original tags, accessories, and packaging where supplied.

Shoes should be tried on indoors on a clean surface and returned with their original box.

Provide your order number or other proof of purchase so we can identify the transaction.

These requirements do not prevent you from reporting goods that arrived defective, damaged, incorrect, or not as described.

3. How to Request a Return

Step 1 — Contact us

Email hello@shmorgen.com with:

• Your order number.

• The item you wish to return.

• Whether you prefer a refund or exchange.

• A description of any fault or delivery error, where relevant.

Photographs can help us assess an issue. A reason is not required when exercising an applicable statutory cancellation right.

Step 2 — Receive return instructions

We will explain the next steps and confirm the return destination. Contacting us first helps identify your return and avoid sending it to the wrong address.

Step 3 — Mail the item

Package the item securely and obtain postage from your chosen carrier. We recommend a tracked service and retaining your postage receipt.

Step 4 — Inspection and outcome

After receiving the return, we will inspect it and email you the refund or exchange outcome.

Requesting instructions does not remove or postpone statutory cancellation rights.

4. Return Address

Return Recipient and Address:

Follow our return instructions rather than using the sender address printed on your parcel.

Our business is based in the United Kingdom, and outbound orders are dispatched from Hong Kong. These locations do not automatically establish the return destination.

If the published return address is outside the United States, non-defective returns require international postage paid by the customer. Please consider the return destination and likely postage cost before purchasing.

5. Return Shipping, Labels, and Customs Duties

Non-Defective Returns

For change of mind, unsuitable size, or personal preference, you are responsible for purchasing return postage and obtaining the shipping label from your carrier.

We do not provide prepaid return labels for these returns.

Faulty, Damaged, Incorrect, or Misdescribed Items

When a return is required because an item arrived faulty, damaged, incorrect, or not as described, Shmorgen covers reasonable return postage.

Contact us before paying postage so we can confirm the appropriate arrangement. If you purchase the agreed postage yourself, retain the receipt so we can reimburse it.

Return Customs Duties

Shmorgen covers customs duties incurred when eligible goods are returned to our designated return destination. This applies to eligible returns and exchanges of both defective and non-defective items.

Contact us before shipping so we can provide instructions and arrange payment of any return customs duties. If you pay these duties yourself, retain the official receipt so we can reimburse you.

These duties will not be deducted from your product refund. Return postage remains subject to the rules above.

Restocking Fees

We do not charge restocking fees.

6. Exchanges

We accept eligible exchange requests within 30 calendar days of delivery, subject to replacement availability.

You may request another size or color, or a replacement for a defective or incorrect item.

For a non-defective exchange, you pay return postage. Any product price difference will be explained before you agree to the exchange. Replacement delivery follows the applicable terms in our Shipping Policy.

For an exchange required because of our error or a defective item, we cover reasonable return postage and replacement delivery costs.

Return customs duties for eligible exchanges are covered by Shmorgen.

If the requested replacement is unavailable, we will offer an eligible refund.

7. Refund Processing

We inspect returned items and issue approved refunds within 3 business days of receiving the return.

Refunds are returned to the original payment method. We will email you when the refund has been issued.

Your bank or payment provider may take an additional 5–10 business days to display the funds. This period is separate from our inspection and refund processing time.

Approved refunds include:

• The amount paid for the returned item, reflecting any discount.

• Applicable taxes collected by Shmorgen attributable to the returned item.

• Delivery charges where required by applicable law.

Return postage for non-defective items is not refundable.

Where standard shipping was free, no original standard shipping amount was paid. Additional charges for upgraded delivery are not normally refunded for change-of-mind returns, except where required by law.

For defective goods or our error, applicable delivery charges are refunded as required by law.

Customs duties on eligible returned goods are covered or reimbursed separately and will not be deducted from your product refund.

8. Original Import Charges and Return Duties

Charges on the Original Delivery

United States orders are dispatched from Hong Kong. Shmorgen does not prepay import duties, import taxes, brokerage fees, or customs clearance charges for the original delivery. These charges are the customer’s responsibility where applicable.

Amounts paid directly to authorities or carriers for the original delivery are not automatically included in our product refund.

You may contact the authority or carrier that collected those charges to ask about available repayment procedures. We can provide available order and return documentation to assist.

Duties on Returned Goods

Customs duties incurred when eligible goods are returned to our designated return destination are covered by Shmorgen.

We will arrange payment or reimburse duties paid by you upon receipt of supporting documentation.

Nothing in this section limits any statutory remedy or reimbursement obligation.

9. Faulty, Damaged, or Incorrect Items

Contact us promptly when you discover a problem. Include your order number, a description, and photographs where available.

We will review the issue and arrange an appropriate refund, replacement, or other remedy.

The 30-day voluntary return window does not restrict statutory rights relating to defective or misdescribed goods.

10. Cancellation and Statutory Rights

To cancel before dispatch, email hello@shmorgen.com as soon as possible.

If the order has already been dispatched, we may be unable to intercept it. You can still request a return after delivery or exercise an applicable statutory cancellation right.

Where UK statutory distance-selling cancellation rights apply, you may notify us within 14 calendar days of receiving the goods, without giving a reason, and return them within a further 14 calendar days, subject to applicable legal exceptions.

Reasonable inspection or trying on does not by itself remove those rights. Required refunds will be handled within statutory deadlines.

11. Late or Missing Refunds

If a refund has not appeared after the expected bank processing period:

1. Check the original payment account.

2. Contact your bank or payment provider.

3. Email us with your order number and refund confirmation if the issue continues.

12. Contact Information

Store Name: Shmorgen
Website: www.shmorgen.com
Email: hello@shmorgen.com
Phone: +44 1708 479681

Business Address:
72 Heath Park Road
Romford
RM2 5XA
United Kingdom

Customer Service Hours:
Monday–Friday, 9:00 AM–6:00 PM
United Kingdom local time — GMT in winter and BST in summer.

We aim to respond within 1–2 business days.