Returns & Exchanges
Please utilize our returns and exchanges management system (click link here) if you would like to initiate a return or exchange.
What is the returns policy and process?
Is the fit, color, style, or leather not right for you? We accept returns within 30 days of purchase for items that don’t meet your satisfaction or that have suffered a manufacturer or shipping defect. Items must be returned in their original packaging in an unused and unworn condition - they must be free of markings (including those on soles) so that they can be placed back into inventory. Unfortunately, we do not accept returns for items in a used condition. We encourage customers to try shoes on on a carpet to avoid marking the soles. Shoes must be returned with their shoe box and shipping box. We do not accept returns on shoes shipped in their shoe box. Please place the shoes and shoe box in a proper shipping box for the return.
To initiate a return, please use our returns management system (click for link). If you believe your shoes are defective, please email Help@JayButler.com with your name, order number, and a photograph of the issue.
Gift cards are not eligible for return.
To complete your return, we require a receipt or proof of purchase.
What is the exchange policy and process?
We accept exchanges within 30 days of purchase for items that don’t meet your satisfaction or that have suffered a manufacturer or shipping defect. Exchanges are good for an item of equal or lesser value; if the exchange is for an item of lesser value, we will refund the difference in price. For orders with free shipping, Jay Butler will cover the cost of shipping for the first exchange, but not any subsequent rounds of exchange.
Please utilize our exchange management system (click for link) if you would like to initiate an exchange. If you believe your items are defective, please send an email to Help@JayButler.com with your name, order number, and a photograph of the issue. If your initial shipping was free, your exchange will be free as well. Once the original items have been received and inspected, your exchanged item(s) will be sent to you. Jay Butler is not responsible for covering the cost of exchange shipping for international orders.
Due to the COVID-19 pandemic, shipping and exchange processing may be delayed by 2-5 business days; we apologize for any inconvenience.
Do I have to pay for shipping on my return or exchange?
That depends on your initial order. If shipping on your order was free, the shipping on your return will also be free; if you paid for international or overnight shipping, you are responsible for the return shipping cost. For exchanges, we cover shipping the new item to you.
Once your return/exchange is approved, we will send a return shipping label. After we’ve inspected your returned item, we’ll issue your refund by your original means of payment or send out your exchange items.
Shipping Costs & Addresses
The automated shipping label for returns and exchanges will ship your shoes back to 375 Stewart Rd, Hanover, PA 18706. To return defective or damaged products, please mail your product to: 375 Stewart rd, Hanover PA 18706.
As previously noted, if you paid no fee for the shipping of your order, Jay Butler will provide you with a shipping label to send your order back for a refund or exchange. However, this is only for the first exchange/return, the payment for shipping for any subsequent exchanges/returns will be the responsibility of the customer. In contrast, you will be responsible for paying shipping costs for returning your item if you paid for the original shipping of the item. Shipping costs are non-refundable.
Depending on where you live, the time it may take for your exchanged product to be delivered, may vary.
Late or missing refunds (if applicable)
If you have not received a refund within a reasonable period of time (3-5 business days), please feel free to inquire with us. However, if may be best to first check your bank account and credit card statement, it may take some time before your refund is officially posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at Help@JayButler.com.
Sale items (if applicable)
Items sold on sale are accepted for returns and exchanges. Certain items sold on clearance may not be eligible for exchange and return. If this is the case, it will be noted during the promotional period that items are not eligible for return or exchange.
Gifts
If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you. Or, you are welcome to exchange the item(s) for other items of equal or lesser value.
If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and they will find out about your return.