Return and Exchange Policies

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Timeframe:

We don't have a set time limit on returns, we just ask that you initiate your return in a reasonable time frame. Within two months would be great, for example.

 

What can be returned:

You can return these for a refund or size exchange:

  • Shoes, boots, and sandals: in brand new condition, including only tried on indoors
  • Correct Toes in any condition: up to 30 days from date of purchase
  • Correct toes unmodified and in new condition: no time limit
  • Any of the above that was purchased on sale but not final sale

What is Final Sale:

  • All socks
  • Any items marked clearance, final sale, or similar clear language

 

How to Return:

You do not need to inform us that you will be making a return, just follow the directions below. You are, however, welcome to reach out if you have questions about the return process or about what size you'd want to exchange for etc.

 

In Person Returns:

You can bring your return back to CEM in the original packaging.

To locate the correct order we may ask you for:

  • name
  • email address
  • order number
If you prefer exchange to refund, please let us know what you’d like instead.

 

Returns By Mail:

You will need to purchase a shipping label to send us your return, which is usually 20-30$ depending on the size, weight, and delivery distance. Canada Post or a parcel delivery service of your choice is suitable.

We will cover the cost of sending you the new item in an exchange scenario. This way we split the cost of exchanges with our customers and keep our prices as low as we can.

When preparing your return for shipping:

  • pack it back up in the original packaging
  • include a note (see below)
  • then put everything in a shipping envelope
  • we ask that you not apply tape, postage, etc. to the original packaging.

Please include a note stating:

  • your name
  • contact info
  • shipping address
  • order number
  • and whether you prefer exchange or refund

If you prefer to exchange, please let us know what you’d like instead.

The address you want to ship returns to is our retail address:

Cool East Market
1390 Danforth Ave.
Toronto, ON, M4J 1M9

 

When Your Return Parcel Arrives at CEM:

We will process your return or exchange as instructed by your note within two of our business days of receipt in most cases. If we cannot process your return/exchange such as the size you need to exchange for is sold out, we will contact you to follow up.

If you have requested a refund, you will get a receipt for the refund details sent to the contact method we have on file for you (text or email) and it can take up to two business days for that refund to reach your account.

 

Special Note on In-Store Purchases:

 

Cash purchases and debit purchases made before summer 2024 can only be refunded in person. If you mail it to us accidentally we will contact you to follow up and find a solution together.

As of summer 2024 we updated to a system that should be able to refund debit purchases remotely. Credit card (and PayPal etc) purchases from any date can be refunded remotely.

 

 

Something wrong with your order?

If your order arrives and something isn’t quite as it should be, please contact us at info@cooleastmarket.com so we can make things right!

Occasionally human error or manufacturing defects do occur despite our best efforts, so we ask that you help us be accountable to our high standards.