ONLINE PURCHASE

Receiving and Inspection Process:

To optimize speed and cost, customers will not mutual check the parcel with the delivery staff. After receiving your order, please record a video of the unboxing process.
We accept most returns within 15 working days from the successful delivery date, unless the following conditions are not met. Please note that shipping fees for returned orders will not be refunded. Your refund will only cover the cost of the item(s) and taxes, unless otherwise agreed upon with SKECHERS customer service.
For complaints/feedback about orders (wrong product, defective product, order not received...), we will accept and resolve them within 30 working days from the date we send you the order confirmation email. After 30 working days from the date we send you the order confirmation email, if there are no requests or feedback from the customer regarding the order, we will close the transaction and refuse to handle any further complaints.

Refund Process and Information:

SKECHERS Online completes the processing of most returns within 7-20 business days from the time our warehouse receives your returned package. This timeframe depends on the shipping speed of the return and our company's accounting cycle. You will receive a confirmation email once your return has been processed.
Please pack the shoes with the original shoebox and ensure that the item to be returned is in a resalable condition: product tags/labels, original box/packaging must be intact. Please ensure that the tags/labels and shoebox are not damaged or smudged. Please securely pack and seal your return in an undamaged bag, choose a shipping carrier you trust, and ship the package to our warehouse. (Please note: do not pack your return in a transparent bag to avoid product loss during shipping.)
Please choose your preferred shipping carrier and then provide us with the shipping tracking number or a photo of the shipping receipt so we can confirm the package upon arrival at our warehouse.
After inspecting and confirming your return, we will proceed to refund the amount to the account you used to make this purchase. Depending on the accounting cycle of the transaction processing units, it may take 5 to 20 business days for the refund to appear in your account statement. For credit card transactions, it may take up to two billing cycles for the transaction to appear on your statement. For the exact date, please contact your credit/debit card company directly. If you paid by cash on delivery (COD), your refund will be sent to your bank account via bank transfer from Skechers Vietnam's bank account. Please note, to avoid any unwanted financial risks for both parties, we will only transfer the refund to the bank account under the name of the purchaser.

OFFLINE PURCHASE

EXCHANGE POLICY

Exchange Condition

• Exchanges are applicable within 14 days from the purchase date stated on the receipt.
• No exchange for the following items: socks, shoe care accessories and hats.
• Products to be exchanged must be in unused, new condition, with original price tags, product labels, and any other attached labels (if any) intact..
• A valid original receipt is required for any product exchange request. Exchanges will not be processed if the customer fails to present the original receipt.
• Exchange location: Products must be exchanged at the SKECHERS store where the original purchase was made. Exchanges via delivery services are not accepted.

Exchange Method

For full price products

• If the exchanged product has a lower value than the original purchased product, the price difference may be used to purchase other products upon the customer's decision. If the customer does not wish to purchase additional products, the price difference will not be refunded.
• If the exchanged product has a higher value than the original purchased product, the customer is required to pay the price difference to complete the exchange.
• The exchanged product and any additional product purchased (if any) shall be charged at full price.

For promotional products

• SKECHERS supports size exchanges for promotional products (including those discounted directly or under SKECHERS’ monthly promotional programs) within 14 days from the purchase date stated on the receipt or until the corresponding promotional period ends, whichever comes first.
• The exchanged product will be valued at its current selling price, and the customer must pay any price difference (if applicable) to complete the exchange. If the exchanged product has a lower value than the original purchased the price difference will not be refunded.

NOTE:

• Products found to be defective due to improper use or storage by the customer, and not caused by manufacturing defects, are not eligible for exchange or return and refund
• Each product is eligible for exchange only once.
• All exchanges follow a one-to-one policy
• Promotional products may have limited size availability; therefore, customers are advised to select their correct size in advance to avoid cases where the desired size is no longer available for exchange.
• In the event the customer does not receive a receipt from store staff, please send your feedback to the following email address: cs@skechersvn.vn.

You are not required to pay in case the store staff does not issue the receipt for your purchase.

SKECHERS VIETNAM
Thank you for your purchase.