Return & Exchange Policy
Thank you for shopping with ThePointeShop!
If for any reason you are not satisfied with your purchase, we offer exchange or store credit within 30-days of purchase/delivery. Items received outside of the return and exchange window (31-90 days after purchase/delivery) will be charged a restocking fee of $35 per item. Items received outside of the return and exchange window (91 or more days after purchase/delivery) will be charged a restocking fee of $55 per item.
The customer is responsible for all shipping fees. Items cannot be returned to the retail locations for store credit but can be exchanged.
Please email us to initiate your return!
All returns and exchanges must be shipped to the following address:
200 East 3rd St
Santa Ana, CA 92701
Please include your original packing slip and a note about which size you would like or if you would prefer a store credit.
Items that are not shipped back to the Santa Ana address will be charged a $35 restocking fee.
Items must meet the following requirements upon arrival to us in order to be accepted for an exchange – no exceptions:
- Shoes within ThePointeShop collection. (Special orders may not be exchanged)
- Shoes must be in new condition and in their original packaging.
- There should be no sign of wear on soles, or superficial or internal surfaces. No sewn ribbons or elastics.
- Shoes that have been damaged in the mail will not be accepted for exchange or store credit. Please ship all shoes in a box, as a padded envelope will not provide sufficient protection for the shoes.
- Items should be shipped in their original bag where applicable or inside of a plastic bag in their shipping box to avoid water damage. Items arriving damaged during shipping due to inappropriate packaging will not be accepted for exchange or store credit.
- Dancewear and clothing merchandise must be returned in new condition with tags still attached. Items showing visible signs of wear or damage, or items that have been laundered will not be accepted for return. Accessories and gift items must be returned in new, unused, and unopened condition.
The following items are not eligible for return, exchange, or cancellation:
- Items purchased using a promo code
- Items purchased during a bulk sale
- Special order items (any pointe shoe, dancewear item, gift or accessory not in ThePointeShop's collection or any custom order)
Once your exchange item is received, you will be emailed an invoice for any balance due for your exchange item(s) as well as the shipping balance. Out of stock, backordered, or special order items will ship out as soon as they are available.
Please retain a copy of your tracking information when you ship shoes back to us and send the tracking number to us if possible for our records.
We take great care to ensure that all items shipped to our customers are of the highest quality. If you have any questions about our return and exchange policy, please do not hesitate to contact us. We appreciate your business and look forward to serving you again in the future.
If you would like to place an order with your store credit, please e-mail firstname.lastname@example.org so we can manually ring up your order with your credit.