Returns & Exchanges
14 days. No questions that matter.
Returning something should be as easy as buying it. If a pair isn't right, we'll make it right — whether it shipped from stock or was printed to order for you.
At a glance
Two regions. One promise.
You have 14 days from the day your order arrives to request a return or exchange. Here's how it works depending on where you are.
United Arab Emirates
Free returns & exchanges
KSA · Qatar · Wider GCC
Flat-rate returns
GCC return fee of AED 30 is deducted from your refund. Any customs or clearance charges on the return to our UAE warehouse are the customer's responsibility and are also deducted. We'll always confirm the total before processing.
How it works
Four steps. That's all.
Reach out within 14 days
Email support@xtrude.store with your order number and whether you'd like a return or an exchange. One message is enough to start.
We confirm the details
We'll reply with confirmation and next steps. For UAE orders we arrange the pickup; for GCC orders we confirm the return method and any fees before anything is processed.
Pack the pair as it arrived
Both shoes back in their original packaging, unworn and with tags attached — in the same condition you received them.
Refund or exchange processed
Once we receive and inspect the pair, your refund goes to your original payment method — or your exchange ships. Typically complete within 7–10 business days of us receiving the item.
Return conditions
What we ask in return.
To accept a return or exchange, the pair needs to come back to us in the same condition it left. This keeps quality high for every customer.
Unworn & unwashed
Beyond trying them on indoors, the pair must not have been worn or washed.
Tags attached
All original tags must remain attached to the pair.
Original packaging
Returned in the box it arrived in, undamaged.
Within 14 days
Requested within 14 days of your order being delivered.
Complete pair
Both shoes must be returned together.
Free from marks
No stains, scuffs, fragrance, or signs of wear.
A note on print texture
Fine layer lines and subtle sheen differences are the character of a 3D-printed shoe, not a fault — and never a reason a return would be refused. But please don't wear a pair outdoors or remove tags from a pair you intend to return. Once worn, we're unable to accept it back.
Exchanges
A different size, simply.
3D-printed footwear can fit differently to what you're used to. If you need a different size, we make exchanges straightforward.
United Arab Emirates
Free size exchange
KSA · Qatar · Wider GCC
Flat-rate exchange
If your preferred size is out of stock, we'll offer a full refund — or a made-to-order print where that size is available to produce (around 15 business days).
Questions
The things worth knowing.
When does my 14-day window start?
From the day your order is delivered — not the day you ordered. Made-to-order pairs are covered the same way, from their delivery date.
How will I be refunded?
To your original payment method. For GCC orders, the AED 30 fee and any return customs charges are deducted from the refund — we'll always confirm the final figure with you first.
How long do refunds take?
7–10 business days from when we receive and inspect your return. The time it takes to appear in your account depends on your bank or card provider.
What if my pair arrives faulty or incorrect?
If we've sent the wrong item or there's a genuine fault, we cover all costs — including for GCC orders. Email us a photo and your order number, and we'll make it right at no cost to you.
Can I return just one shoe?
Pairs are sold and returned complete — both shoes together.
Do I pay for the return?
Free within the UAE. AED 30 across KSA, Qatar and the wider GCC.
