EXCHANGES & RETURNS
We want your purchase to be perfect! Before you process your request, please note the following regarding your Scarlett Chase luxury footwear:
- We produce limited quantities of luxury goods for our VIP customers and inventory is available on a first come, first serve basis. Therefore, there is no guarantee that a replacement product will be available in your preferred style, size and color.
- Scarlett Chase luxury footwear is designed with the SC360TM patent pending system created to ensure improved stability, a fabulous fit and long-term wearability. However, just like a new pair of jeans, the more you wear them the more comfortable they will become! As with all new footwear, it is important to wear your new shoes for a few hours during the day to break them in, then take the rest of the day off and wear them full time on a future date. A limited break in period should be expected to ensure our luxury Italian suedes and European materials can stretch to your unique feet.
- Scarlett Chase booties and boots are weatherproof, but not waterproof. We strongly encourage you to avoid conditions that would call for waterproof footwear, as we can not accept returns or exchanges of any footwear with signs of damage, including water and salt damage.
- If your package was damaged in shipment by the carrier, save the box and the merchandise and notify us immediately by email for the damaged items to be replaced, pending confirmation of the time and date of delivery, the carrier and the damage inflicted through photo evidence.
To ensure inventory is properly exchanged or returned please note the following policies and procedures:
EXCHANGES
Unused items (requiring no indications of wear for internal footbeds and outsoles, no scratches nor signs of use) in their original packaging including any dust bags, tissue paper and other included packaging may be exchanged when received by us within 15 days of your receipt. To ensure full exchange value can be applied, make sure that the unused items are returned in their original packaging and that the product packaging is enclosed within an external box, securely wrapped to avoid damage in transport. Do not send product packaging back without a proper exterior shipping box as it will not be accepted. Please send your exchange to the address provided once you’ve completed the exchange form at www.scarlettchase.com via Fed Ex, UPS, or insured Parcel Post from the US Postal Services for your protection and to ensure prompt receipt. Scarlett Chase LLC is not responsible and cannot accept returned or shipped articles lost or damaged during transit. Be sure to include a copy of the exchange form which includes your complete contact information including your name, address, phone number, email address, order number and invoice date. Please note, exchanges received after the exchange deadline that meet the exchange criteria for unused items in original packaging will be honored for an additional 5 days. Exchanges received before the deadline that do not meet the criteria for exchange, and/or exchanges received after 20 days will be treated as returns per the policy provided below. If an exchange request cannot be granted due to inventory availability, a merchandise credit will be provided for use at your convenience.
Your exchange will be processed promptly upon its arrival. Processing time for exchanges is usually 15 business days from the time the return is received. Business days are Monday-Friday, excluding major holidays. An email will be sent to confirm receipt and processing of your exchange. While return shipping fees are non-refundable, Scarlett Chase will cover the cost of shipping your new selection to you.
RETURNS
Unused items (requiring no indications of wear for internal footbeds and outsoles, no scratches nor signs of use) in their original packaging including any dust bags, tissue paper and other included packaging may be returned when received by us within 15 days of your receipt less a shipping and handling fee of $30 per item that will be deducted from your refund - this fee is waived for first time customers. A credit will be issued within 30 days after we receive the returned merchandise and have affirmed that it meets the return criteria. You may also elect a merchandise credit for the full purchase price, if this is preferable.
To ensure proper credit, make sure that the unused items are returned in their original packaging and that the product packaging is enclosed within an external box, securely wrapped to avoid damage in transport. Do not send product packaging back without a proper exterior shipping box. Please send your return to the address provided once you’ve completed the return form at www.scarlettchase.com via Fed Ex, UPS, or insured Parcel Post from the US Postal Services for your protection and to ensure prompt receipt. Scarlett Chase LLC is not responsible and cannot accept returned or shipped articles lost or damaged during transit. Be sure to include a copy of the return form with your return, including your name, address, phone number, email address, order number and invoice date. Please note, returns received after the return deadline that meet the returns criteria for unused items in original packaging will result in a merchandise credit only to be used at a time of your convenience.
Your return will be processed promptly upon its arrival. Processing time for returns is usually 15 business days from the time the return is received. Business days are Monday-Friday, excluding major holidays. An email will be sent to confirm receipt and processing of your return.
QUESTIONS?
Contact us at vip@scarlettchase.com during regular business hours of Monday – Friday, 9:00 am to 5:00 pm EST. We will do our best to respond within 48 hours of your inquiry.