Returns & Exchanges

🎁 Holiday BOGO Promotion - Special Terms 🎁

Effective November 18th - December 25th, 2025

During our "Get Back On Your Feet" Initiative, customers receive a FREE pair of shoes with every purchase as part of our Buy One, Get One promotion.

Important Policy for FREE/Gifted Pairs:

  • No returns or refunds will be issued on the complimentary (free) pair received through this promotion
  • Exchanges for a different size only may be requested for the free pair, subject to availability
  • If your preferred size is unavailable, no alternative compensation will be provided
  • The free pair must be unworn and in original condition to qualify for a size exchange

Your purchased pair still qualifies for our standard 30-day return/exchange policy as outlined below.

To request a size exchange for your complimentary pair, please email support@vailashoes.com with:

  • Your order number
  • The product name of the free pair
  • Your requested size

Thank you for supporting women getting back on their feet this holiday season!

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RETURNS & EXCHANGES - REGULAR POLICY

Refunds 

Vaila Shoes has a 30 day return policy. 100% money back guarantee. NO QUESTIONS ASKED! If 30 days have gone by since you received your purchase, unfortunately we are unable to issue you a refund. 

To be eligible for a refund, your item must be identified as damaged, the incorrect item was shipped, or you're not satisfied with your purchase. At this point, the merchandise must be in its original form when purchased and excluding dirt, stains, or other damaging components.

To issue a refund, please email support@vailashoes.com to receive detailed instructions to start the return process.

Final Sale Items

Clearance and Sale items priced under $60 are considered final sale and cannot be returned or exchanged. 

Returns

To return your product, please email support@vailashoes.com to receive detailed instructions to start the return process. Your return shipping label will be provided at no cost to you. 

Please allow 3 business days to process your return. Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund. If you are approved, then your refund will be processed, and you will be reimbursed in your original form of payment (excluding shipping), within 5-7 business days.

Exchanges

Vaila Shoes has a 30 day exchange policy. If 30 days have gone by since your purchase, unfortunately we can’t offer you an exchange. 

We will only issue exchanges for a different size in the same product only. We are unable to exchange your items if your merchandise is found to be modified from its original form when purchased (dirty, stained, or damaged).

To exchange your product, please email support@vailashoes.com to receive detailed instructions to start the return process.

Once your item is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your exchange. If you are approved, then we will ship your alternate size within 3-5 business days. 

If you require an alternate color or style, please place a new order.