Refund policy

We have a 14-day return policy, which means you have 14 days after receiving your item to contact us to request a return/exchange. Please note that final sale items are not eligible for return, as stated on the product pages for these items.

To initiate a return, you can email us at admin@roambarefoot.co.nz, or you can request it via your customer account.

If your return request is within the policy timeframe and is accepted, we’ll send you instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted. It is your responsibility to send the items back to us as soon as possible after the return request is accepted.

To be eligible for a return or exchange, your item must be in the same condition that you received it, unworn or unused, with any tags, and in its original packaging. Please quote your order number and ensure your are emailing us from the same email you ordered with, if you are not requesting the return via your online customer account.

If you return your items and/or packaging not in their original condition, depending on the issue we will either decline the return and can send them back to you at your expense, or if it is easily fixable by us (e.g. some dirt on the soles), we may charge a restocking fee at our discretion.

You can always contact us for any return/exchange questions at admin@roambarefoot.co.nz.

Damage, warranties and other issues

Please inspect your order upon receiving it, and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right. Roam Barefoot will cover the cost of shipping an item back to us if it is defective or damaged when you receive it, or if we have made an error of any sort.

If a product becomes defective after you have already started using it, and you believe it is due to a fault rather than wear and tear, please contact us right away with details. Roam Barefoot will honour the relevant brand's warranty period for any defective products.

Roam Barefoot brand merino socks have a 1 year warranty covering faults and defects that are not due to normal wear and tear or incorrect care of the socks. Information about correct care can be found on the socks product page and a care information card is also included with every sock order.

You may be required to pay for postage to return the product to us for inspection before we make a determination on whether it is covered under warranty. If your claim is accepted, Roam Barefoot will refund the cost of return postage and, depending on the issue, will offer to either repair or replace the defective product, or refund you the original cost.

Exceptions / non-returnable items

Unfortunately, we cannot accept returns on socks, toe spacers, massage balls, final sale items or gift cards.

Exchanges

Our top priority is to get you shoes that fit you well and that you are happy with. While we may provide recommendations on choosing your size before you purchase, there are a number of factors that go into whether shoes will fit your feet correctly or not, and as such Roam Barefoot does not provide a guarantee that any recommendation we make will result in a perfect fit.

If your shoes do not fit you properly, we will first offer an exchange for another size of the same style. If the correct size of the same style is not available you may elect to exchange for a different style, and if there is a price difference, you will be required to pay the difference if it is more, or you will receive store credit or refund for the difference if it is less. Shipping cost to return your unwanted item to us, and for us to send your replacement items will also be your responsibility.

Processing Refunds/Exchanges

We will notify you once we’ve received and inspected your return, and let you know if the refund/exchange was approved or not.

If approved for a refund, you can receive this via a store credit, or if you choose to be refunded, the the purchase amount (not including the original shipping cost) will be returned on the payment method you used when you purchased, within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.

If approved for an exchange, we will liaise with you to confirm the replacement product, or to provide store credit if an appropriate replacement product is not currently available.

If more than 15 business days have passed since we’ve approved your return, please contact us at admin@roambarefoot.co.nz.