Returns & Exchanges Policy

Last Updated: July 3, 2026

At Naruto Shoes Shop, every product is made only after an order is placed. We operate under a Print-on-Demand model, which means each pair of custom shoes is produced specifically for the customer based on the selected design, shoe size, style, and product options.

Because our products are made to order and are not pulled from pre-made warehouse inventory, our return and exchange policy is different from traditional retail stores.

Please read this policy carefully before placing an order.

1. Made-to-Order Product Policy

All Naruto Shoes Shop products are made specifically for each order.

This means:

  • Products are produced after checkout is completed.
  • Items are not mass-produced in advance.
  • We do not keep large ready-made inventory for resale.
  • Each pair of shoes is created according to the customer’s selected design, size, style, and product options.

For this reason, we generally do not accept returns or exchanges for reasons unrelated to product defects, production errors, or fulfillment mistakes.

2. Non-Returnable and Non-Exchangeable Cases

We do not accept returns, refunds, or exchanges in the following situations:

  • The customer selected the wrong shoe size.
  • The customer changed their mind after purchase.
  • The customer no longer wants the item.
  • The customer ordered the wrong design, color, size, style, or product type.
  • The customer entered incorrect personalization details, if applicable.
  • The product does not match personal preference in fit, style, color, or design.
  • Minor color differences occur due to screen display settings.
  • Minor print placement or pattern alignment differences occur due to the made-to-order production process.
  • The item was damaged after delivery due to misuse, wear, washing, cleaning, or improper care.
  • The package was shipped to an incorrect or incomplete address provided by the customer.
  • The customer refuses delivery or fails to pick up the package.

Please check all order details carefully before completing checkout.

3. Eligible Cases for Replacement or Refund

We will review and may approve a replacement, refund, or other fair solution if:

  • The item arrives damaged.
  • The item is defective.
  • The item has a clear printing or manufacturing issue.
  • The item received is different from what was ordered.
  • The wrong size, design, product style, or item was sent due to our error.
  • The product has a significant production issue that affects normal use or appearance.

The issue must be reported within 7 days of delivery. Requests submitted after this period may not be eligible for replacement, refund, or further resolution.

4. How to Request Support for an Order Issue

If your order arrives damaged, defective, misprinted, or incorrect, please contact us at:

Email: [email protected]

Please include the following information:

  • Your order number.
  • Your full name or email used at checkout.
  • A clear description of the issue.
  • Clear photos of the product.
  • Photos of the packaging, if the package arrived damaged.
  • Any tracking information available.

Our team will review your request and respond within 2–3 business days.

5. Review and Resolution Process

Once we receive your request, we will review the order details and the evidence provided.

If your request is approved, we may offer one of the following solutions:

  • A free replacement.
  • A partial refund.
  • A full refund.
  • Store credit.
  • Another reasonable resolution based on the issue.

The final solution depends on the nature of the problem, the condition of the product, the evidence provided, and the information available from our production and shipping partners.

6. Return Shipping

Please do not send any product back without contacting us first.

  • If a return is required, we will provide return instructions after your request is approved.
  • In many cases, returning the item may not be necessary. Clear photos may be enough for us to review and resolve the issue.
  • If the issue was caused by our production or fulfillment error, we may cover the return shipping cost when a return is required.
  • If a return is requested for a reason that is not covered by this policy, the customer may be responsible for return shipping costs, and the return may still be refused.

7. Personalized and Custom Products

Personalized and custom-made products are final sale unless they arrive damaged, defective, misprinted, or incorrect.

Please carefully review all personalization details before placing your order.

Naruto Shoes Shop is not responsible for mistakes submitted by the customer, including:

  • Spelling errors.
  • Wrong names.
  • Incorrect dates.
  • Incorrect custom text.
  • Wrong shoe size.
  • Incorrect custom information.

8. Shoe Size Responsibility

Customers are responsible for reviewing the size chart before placing an order.

Shoe sizing may vary depending on product style, foot shape, personal fit preference, and regional sizing standards.

We do not offer refunds or exchanges if the customer selects the wrong size or if the shoes do not fit due to personal size preference.

If you are unsure about sizing, please contact us before placing your order.

9. Exchanges

We only offer exchanges when there is a confirmed issue with the product.

Eligible Exchange Cases

  • Defective item.
  • Damaged item.
  • Misprinted item.
  • Wrong item sent.
  • Wrong shoe size sent due to our error.
  • Wrong design or style sent due to our error.

Non-Eligible Exchange Cases

  • Size selected incorrectly by the customer.
  • Change of mind.
  • Personal fit preference.
  • Style or color preference.
  • Customer ordering mistakes.
  • Minor color differences caused by screen settings.
  • Minor print placement variation caused by production.

Because each product is made on demand, we cannot simply exchange an item for another size, design, or style unless the original order has a verified production or fulfillment issue.

10. Order Changes and Cancellations

If you need to change or cancel an order, please contact us as soon as possible.

Because production may begin shortly after an order is placed, changes or cancellations are only possible within a limited time window and are not guaranteed.

Orders may be changed or canceled within:

  • 4 hours on business days.
  • 12 hours on weekends.

After this window, your order may enter production and can no longer be changed or canceled.

Approved cancellations may be subject to a 30% management and transaction fee to cover payment processing, order handling, production preparation, and administrative costs.

To request a change or cancellation, please contact us at:

Email: [email protected]

Please include your order number and the details of the change you would like to request.

11. Refused, Returned, or Undeliverable Packages

If a package is returned to us or our fulfillment partner because of:

  • Incorrect shipping address.
  • Incomplete address.
  • Failure to pick up the package.
  • Refusal of delivery.
  • Unavailable recipient.
  • Delivery restrictions at the destination.

We may offer to reship the order at the customer’s expense.

If a refund is approved in this situation, shipping fees, handling costs, and production costs may be deducted from the refund amount.

Naruto Shoes Shop is not responsible for delivery issues caused by incorrect or incomplete shipping information provided by the customer.

12. Packages Marked as Delivered

If tracking shows that your package was delivered but you did not receive it, please first check with:

  • Your household members.
  • Neighbors.
  • Building reception or mailroom.
  • Local post office or carrier office.
  • The shipping carrier.
  • Any safe delivery location around your address.

If the package still cannot be located, please contact us with your order number.

We will do our best to assist, but we cannot guarantee a refund or replacement for packages confirmed as delivered to the shipping address provided at checkout.

13. Damaged Items After Use

We are not responsible for damage caused after delivery due to:

  • Improper use.
  • Normal wear and tear.
  • Incorrect cleaning or washing.
  • Exposure to harsh conditions.
  • Accidental damage.
  • Customer modification.
  • Failure to follow care instructions.

If you believe your item arrived damaged or defective, please contact us within 7 days of delivery with clear photos before using the product.

14. Refund Processing

If a refund is approved, it will be issued to the original payment method used at checkout.

Please allow several business days for the refund to appear on your bank statement or payment account. Processing time may vary depending on your payment provider.

Shipping fees may be non-refundable unless the issue was caused by our error.

15. Chargebacks and Payment Disputes

We encourage customers to contact us first before opening a chargeback or payment dispute.

Most order issues can be resolved faster by contacting our support team directly.

Opening a chargeback without contacting us may delay the resolution process and may limit our ability to provide a replacement, refund, or other solution.

16. Our Responsibility

Although Naruto Shoes Shop works with trusted Print-on-Demand and fulfillment partners, we remain responsible for your order support and customer experience.

If your item arrives damaged, defective, misprinted, or incorrect, we will review the issue and work with you toward a fair solution according to this policy.

17. Contact Information

For return, exchange, refund, or order issue requests, please contact us:

Naruto Shoes Shop
Website: Naruto Shoes Shop
Address: 77 Sands Street, Brooklyn, NY 11201, United States
Phone: +1 (212) 555-0148
Email: [email protected]

Customer Support Hours

  • Monday – Friday: 9:00 AM – 6:00 PM EST
  • Saturday: 10:00 AM – 4:00 PM EST
  • Sunday: Closed