Exchange & Return Policy

While we aim to match your shoe dimensions according to your input, if the fit isn't perfect, we're here to help with exchanges. To request an exchange, please contact us within 7 days of receiving your shoes. Requests submitted beyond this period will be declined.
Customized shoes are eligible for exchange, but only for a different size. If you have exceptionally special customized shoes, please get in touch with us before sending them back to check if an exchange is possible.
Limited Edition Shoes are also eligible for size exchange. However, as these shoes are crafted from leftover leathers, we may not always have the identical leather in stock. If the original leather is unavailable, we will offer you alternative leather options that are currently in stock.
Once we receive the returned pair, we will prioritize your new shoes in production and ship them as soon as possible.
Stock Shoes purchased on sale don’t qualify for exchanges or refunds.
Due to hygiene reasons, we cannot facilitate exchanges for clothing and undergarments.
All discounted or sale items are final and cannot be exchanged or returned.

To qualify for an exchange, the item must be unused, undamaged, and returned in its original packaging. Shoes should be tried on a carpet to maintain clean and undamaged soles.
Once we receive the item, we will process the request and dispatch a new pair tailored to your needs. We can only send the exchange shoes after we receive the returned item.

Contact us at [email protected] before returning items for exchange. We will assess the condition of the shoes and provide you with the return shipping address. If you haven't received a response within 2 days, your email may have ended up in the spam folder. In this case, please message us on Whatsapp, Instagram or Facebook.

For exchanges, please note that we do not cover the costs of shipping items back to us. However, we will cover the shipping cost of the new item we send to you.
Ensuring the accuracy of information such as the address, recipient's full name, and mobile phone number is essential for a seamless delivery process. Please provide all information in English. If you need to include the address in your own language, please add it as secondary information alongside the English version. Any inaccuracies or failure to track the package may lead to additional charges for a second delivery, which the customer will be responsible for covering.

We will not cover additional customs or import taxes that may be charged by your local postal service, as these fees are outside our control.

Refund requests are accepted until the customization size is finalized. After this point, refunds are no longer available.
In case of emergencies (such as pregnancy, childbirth, death of a family member, or accidents) we may process a refund, but please note that after 3 months, our payment system no longer allows us to process refunds.
Once the item has been received by the customer, refunds are no longer available.
We do not offer refunds for sizing issues, as we provide a free remake to ensure a better fit.
Returns are only allowed if the item has a manufacturing defect or quality issue. If the product is found to have any flaws, we will replace it with a new one.
If the shoes are not returned, no refund will be issued.

We are not liable for parcels lost or stolen during shipping by the delivery carrier. However, if you experience an issue, contact us and we will do our best to assist you.
Your understanding and adherence to our policy are appreciated. For any questions or concerns, please reach out to us at [email protected]

8. Time-Sensitive Orders (e.g., Weddings & Events)

We understand that some customers order shoes for special occasions. While we do our best to meet estimated delivery times, delays may occur due to factors beyond our control (such as customs processing or courier issues).We recommend placing your order 4 months in advance for time-sensitive events. Please indicate the exact date by which you would like to receive the shoes, and we will take that into consideration.
If an order is delayed and cannot arrive in time, we will offer a discount for a future purchase, but we cannot provide a refund for late deliveries unless Harlem Shoes was responsible for the delay.

9. Material & Detail Variations

Our shoes are handmade, which means that slight variations in leather texture, stitches, lace colors, buckle shapes, or other small details may occur between production batches. These do not qualify as defects but as part of the handmade process. However, if you have specific material preferences, please notify us before production so we can try to accommodate them.