Refund policy

Not quite right? You have 30 days from delivery to send it back.

What can be returned

• Shoes must be unworn, clean and in their original packaging with any tags attached.
• Try shoes on indoors on a clean surface so they stay returnable.

Exchanges

Need a different size? We'll ship the replacement free. If the size you want is out of stock, we'll refund you instead.

Return postage

Return postage is paid by the customer, unless the item arrived damaged, faulty or incorrect. In those cases, we cover it.

How to start a return

1. Email support@nexawillow.com with your order number and the item you'd like to return.
2. We'll reply within one business day with return instructions.
3. Pack the shoes securely in their original box and send them back.

Refunds

Refunds are issued to your original payment method within 10 business days of your return reaching us. Your bank may take a few extra days to show it.

Damaged, faulty or incorrect items

Tell us within 7 days of delivery and include photos. We'll send a replacement or a full refund, and you won't pay for return postage.

Cancellations

You can cancel within 12 hours of placing your order. After that, your order may already be on its way to fulfillment.