Shipping, Returns & Refund Policy
Everything you need to know about getting your order and, if needed, sending it back. If a question isn't answered here, our team is one message away.
Shipping
Do you offer free shipping?
Most U.S. orders ship free with Standard Shipping — no minimum spend and no promo code required.
A small number of items carry a shipping fee due to their size, weight, or how they're sourced. Whenever a fee applies, it's always shown clearly at checkout before you pay, so there are never any surprises. If your order qualifies for free shipping, you'll see it applied automatically.
Free shipping applies to U.S. orders only.
How long will my order take to arrive?
Your total delivery time includes any sourcing or production time, order processing, and shipping transit.
Most in-stock items: 1–3 business days for processing before shipment.
Spring Step and Spring Footwear brands, including L’Artiste, Flexus, Azura, and Patrizia: typically approximately 1–2 weeks for processing with Standard Shipping. Backordered items may take longer. Please refer to the product page and any order-specific updates for the timing applicable to your purchase.
Priority or Express Shipping may provide expedited processing where inventory availability permits. These services do not eliminate supplier backorders, restocking delays, or custom production time.
Custom and made-to-order items, including applicable Paul Parkman styles: typically 4–8 weeks for production and processing. Shipping transit is additional.
Typical U.S. shipping transit after the carrier receives your package is:
- Standard Shipping: 3–5 business days.
- Priority Shipping: 2–3 business days.
- Express Shipping: 1–2 business days.
Business days are Monday through Friday, excluding holidays. Transit time starts on the business day after the carrier receives your package, not on the day you place your order. Free Standard Shipping applies to most U.S. orders; any charge is shown at checkout.
These are estimates. If we learn that we cannot meet your stated shipment timeline, we will contact you with an updated estimate and your options to wait or cancel for a full refund. If your stated processing or shipment window has passed without an update, contact support@dontpanicshoes.com or text 929-244-3681 with your order number.
Do you ship internationally?
Yes, we ship worldwide. Free shipping applies to U.S. orders only; international rates and delivery estimates are calculated automatically at checkout based on your destination.
Customers are responsible for applicable import duties and taxes unless those charges are collected at checkout or included in the selected shipping service.
Don't see a shipping option for your country at checkout? Email us at support@dontpanicshoes.com and we'll do our best to arrange a solution for you.
How do I track my order?
We send tracking information when your order is dispatched. A tracking number or “label created” status alone does not confirm that the carrier has received your package.
Please allow 24–72 hours after carrier handoff for tracking updates to appear. For backordered or made-to-order items, refer to the timeline provided for your particular order.
If tracking shows no movement after 72 hours, or your stated processing or shipment window has passed without an update, contact support@dontpanicshoes.com or text 929-244-3681 with your order number. We will verify the order’s status and help resolve the issue.
Order Changes, Backorders & Cancellations
Please request routine item changes or shipping-address corrections within 24 hours of placing your order so we have the best opportunity to accommodate them.
Customers with unshipped backorders or delayed items may cancel those items at any time before shipment for a full refund to the original payment method. This option remains available after 24 hours and after you have previously agreed to wait. No cancellation or restocking fee applies, and you do not have to accept store credit.
If your entire order is canceled before shipment, the refund includes the shipping charges and taxes you paid for that order. Refunds are processed promptly; the time for the credit to appear depends on your payment provider.
If we cannot meet a shipment estimate, we will notify you and explain the revised timing and your cancellation options. We will seek your agreement to any further delay when required.
To request a change or cancellation, email support@dontpanicshoes.com or text 929-244-3681 with your name and order number.
Once an item has shipped, our applicable return and exchange policy applies.
Returns & Exchanges
We want you to love what you ordered. If the fit or style isn't quite right, you have 30 days from the date of delivery to exchange or return it — and we make both easy, with a prepaid shipping label provided automatically for eligible U.S. returns and exchanges, so you do not have to buy your own return label.
Start either one here: https://www.dontpanicshoes.com/apps/return_prime
Need a different size, color, or style? Choose an exchange — it's the faster and easier option.
Exchanges are our recommendation whenever you simply want something different, and here's why:
- Exchanges are always 100% free for U.S. customers. No restocking fee, no shipping cost, ever.
- They're faster. As soon as your exchange is approved in the portal, we prepare your new item — you're not waiting on a refund to land before you can reorder.
- The label is automatic. Once approved, your prepaid return label is generated for you instantly. Just pack the item, attach the label, and drop it off.
Worried your size might sell out while your original is in transit? That's exactly why we recommend starting your exchange through the portal right away — the sooner it's approved, the sooner we can reserve your replacement. If your desired size happens to be unavailable, we'll email you promptly with the best alternatives, including a full refund or store credit if you prefer.
Prefer a refund instead? Here's how returns work.
If you'd rather return an item for a refund, you're welcome to — and for U.S. customers, we'll still provide your prepaid return label automatically through the portal, at no cost to you to ship it back.
A 30% restocking fee applies to eligible delivered items returned for a refund. No restocking fee applies to exchanges, store credit, or damaged, defective, or incorrect items. The restocking fee does not apply to cancellation of unshipped backordered or delayed items.
For international customers, return and exchange shipping costs are your responsibility, including shipment of a replacement item. We cover shipping for damaged, defective, or incorrect items regardless of location.
What condition do items need to be in?
Items must be unworn, unused, and in their original condition, with all packaging, tags, and accessories included. Trying shoes on indoors on a clean surface is perfectly fine — we just ask that they come back in new, resellable condition, without outdoor wear, scuffs, or creasing.
What if my item arrived damaged, defective, or wrong?
We're sorry, and we'll take care of it — this is on us, not you. Contact us within 7 days of delivery at support@dontpanicshoes.com with a few clear photos of the issue. We'll arrange a replacement or full refund and cover all shipping costs. No restocking fee ever applies in these cases.
Are any items final sale?
Custom and made-to-order items are final sale and can't be returned or exchanged — unless they arrive damaged or defective, in which case the same 7-day damage process above applies. Final-sale return terms do not limit cancellation of unshipped backordered or delayed items as described above.
Refunds
How long do refunds take?
Once your return arrives at our warehouse, we inspect it within 3–5 business days. After approval, your refund is issued to your original payment method and typically appears within 5–10 business days, depending on your bank or card provider. You will receive confirmation when your refund is issued.
If your refund has not appeared within 10 business days after it was issued, contact support@dontpanicshoes.com or text 929-244-3681 with your order number and “Refund Pending.”
Contact Us
Contact our customer care team by email or text.
- Email: support@dontpanicshoes.com
- Text: (929) 244-3681
We typically respond within 24–72 business hours, Monday–Friday, 9 AM–6 PM Eastern Time. Messages received outside these hours are handled when business hours resume.