Thanks for shopping at Hue. We’re sorry to find you in this part of the site. We made your shoes with love so that you can love them, too. But if you’re looking for help because you’re not entirely satisfied, please allow us to guide you through the process.
You may return or exchange your order once within 7 days of its original purchase.
Terms & Conditions
Please make sure that:
Your shoes were purchased in the last 7 days
They're still in their original packaging
They aren't used or damaged
You have the receipt or proof of purchase
You may ask for an exchange if:
- You want a change of size
- You received the wrong item
- You received a defective product*
Unfortunately, we can't accomodate your request if the reasons are:
- Change of color
- Change of style
- Change of mind
- Damages caused by transit, handling, and/or improper care
But we can make special exemptions:
- You may have a change of color if the new size you want is no longer available in the same color.
- You may have a change of style if the new size you want is no longer available in any color of the same style.
I’m not satisfied with my shoes. What can I do?
We’re sorry to hear that, love. You have two options:
- Return & Get Store Credit; or
- Return & Exchange
If you choose Option A, Return & Get Store Credit, you get a balance that’s equivalent to the amount you paid for the item you returned (excluding shipping fees). You can then use this for your next purchase.
If you choose Option B, Return & Exchange, you get to replace your returned item according to the Terms & Conditions above.
*Defective products are those defects that render the product unfit for its intended use. Examples of what are not considered defects: improper fit, comfort issues or issues on the kind of materials used.
How can I return my shoes?
Please start by filling out our Return Request Form. Immediately after you submit this form, we’ll send you an email with the return details and instructions.
If you do not want a replacement, you can instead choose to get store credit equivalent to the amount you paid for the item you returned (excluding shipping fees).
How can I exchange my shoes?
If you want your shoes to be replaced, you’d need to send them back first. Please start by filling out our Return Request Form.
Immediately after you submit this form, we’ll send you an email with the return details and instructions.
When will I receive my exchange?
We’ll ship the exchange out when both of the following conditions have been met:
- We’ve received the return item
- Shipping charges have been settled (for defective or wrong item, shipping is on us)
We reserve the right to refuse any exchange for purchased products that were already used, not found to be defective prior to delivery or if the abovementioned period have already expired.
By submitting the Return Request Form, you agree that you are responsible for:
- Shipping charges (both to and from Hue)
- Risk of loss or damage during shipping (both to and from Hue)
- Providing the correct addresses to the courier
Shipping charges are non-refundable and care of the customer except for defective or wrong item.
We highly recommend shipping returns & exchanges with a tracking number. Because this part of the process is beyond our control, Hue can’t be held liable for any losses or damages incurred through shipping.
It’s also your responsibility to prevent your exchange from being delivered to the wrong address, or returned to Hue due to incorrect, incomplete or undeliverable address. So please make sure that all the information you provide is correct.
I received a damaged item. What should I do?
If you received a damaged product, please let us know immediately so we can quickly help. Damaged items are covered under the Terms & Conditions laid out above.
Limited warranty applies to any defects in material or workmanship under normal use within 30 days from the date of purchase excluding delivery fees.
DISCLAIMER: We do our best to provide accurate images of every product. But please note that actual colors may slightly vary because of different screen settings, lighting conditions and photography setups. Because these variables are unavoidable, any resulting slight differences in color are not considered damages or defects.
Can I return an item bought on sale?
Unfortunately, "final sale" or sale items are sold as is. That means that without exception, they are:
- Not eligible for exchange
- Not eligible for conversion into store credit
Promotions including coupons, discounted/free shipping promos and promo codes, cannot be applied to sale items or final sale purchases.
Can I get a refund?
Given that the items are in the same condition as they were received, we will gladly give a full refund in the form of store credit equivalent to the amount you paid for the item (excluding shipping fees). You can then use this for your next purchase.
We don't currently offer refunds in form of cash for any reason, especially for incomplete payment, customer's change of mind or in case of delays in customer confirmation, same day booking, third party courier delivery and others.
Discounts & free shipping will apply only for the first original transaction.
I still have questions. How can I contact you?
We’re happy to help. Please feel free to send us a message.
Our support hours are Mondays to Saturdays at 9AM-5PM.