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Return & Exchange Policy

Not satisfied with your purchase?

We strive for the best customer experience in using our professional fitting service!  

If for any reason you are not satisfied with your purchase, we are here to help!

Return Windows

The sooner we know, the more we can serve you.

  • Under 30 Days:  Return for exchange or store credit with no restocking fee.

  • 31 - 90 Days:  Returns will incur a 25% restocking fee. 

  • 91 - 120 Days:  Returns will incur a 35% restocking fee.

  • Over 120 Days:  Returns will be donated to a non-profit arts organization.

  • Defective or mis-shipped orders should be notified upon receipt so we can make every effort to correct the error.

Final Sale Items

The following items are not eligible for return, exchange, or cancellation:

  • Promo code orders

  • Bulk sale orders

  • Special order shoes

  • Special order logo items, dancewear, gift, accessories

  • Tights & Socks

In Store Exchange Only

We are happy to exchange in-store orders to make it right.

  • Retail showrooms can not offer store credit but can help exchange an item.

  • Please email info@thepointeshop.com and include the order number.

  • If store credit is preferred, the order will need to be shipped back to our main processing warehouse in Santa Ana (see below).

How to initiate a mail return?

Sometimes an order just does not work…not a problem.

  • All requests must be within 30 days to qualify for a return with no restocking fee.

  • Please email info@thepointeshop.com and include the order number.

  • Indicate if you want a store credit or an exchange.

  • Returns will be subject to inspection prior to receiving store credit or exchange.

  • Unless it is our error, the customer is responsible for all return shipping fees. 

What happens after we receive your return?

Once it is delivered to us, an email notification will be sent.  We will inspect the return in order to accept the items back into our retail stock.

Store Credit

  • A Store Credit Code will be recorded under your customer profile.

  • There is no expiration for Store Credit.

  • Please email  info@thepointeshop.com to apply store credit to a future order.

Exchange

  • An e-invoice will be sent for any outstanding balance for the exchange or shipping.

  • Out of stock, backordered, or special order items will ship out as soon as they become available. 

  • During our busy season, returns and exchanges can take up to 2 weeks to process.

Ready to send the return?

All returns must be shipped to the address below:

ThePointeShop
 Returns
 200 East 3rd St
 Santa Ana, CA 92701

  • Include the original packing slip or a note with the order # reference.

  • Indicate your store credit or exchange preference.

  • Email us the return shipping tracking information for our records.

  • *Note:  Items not shipped back to the above Santa Ana address will be charged a 20% restocking fee for administrative costs.

Proper Packing

Take care in packing up the return so we can accept it.

  • The customer is responsible for proper protective packing of the return.

  • Shipping damages will not be accepted for exchange or store credit. 

  • Ship all returns in a BOX to prevent shipping damage.

  • Bag the return item within the box to prevent water damage.

  • Any damage upon return receipt needs to be claimed directly with your shipping vendor for reimbursement (USPS, UPS, Fedex, DHL, etc.)

Return Inspection Criteria (No Exceptions)

We stand behind our quality products and inspect each item prior to shipping an order.  Items must meet the following return criteria to qualify for an exchange or store credit.

Standard Stock Shoes (ThePointeShop collection)

  • Must be in new condition and in their original packaging.

  • Must not show any sign of wear on soles, or superficial / internal surfaces. 

  • Must not show any sign of being sewn in with ribbons or elastics.

  • Must not be damaged during return shipping.

  • Special Order Shoes:  All sales are final, no returns.

Dancewear & Clothing

  • All dancewear and clothing must be in new condition with tags attached. 

  • Must not show signs of wear or damage.

  • Must not be laundered.

  • Special Order items:  All sales are final, no returns.

Merchandise, accessories, gift items

  • Must be returned in new, unused, and unopened condition.

Questions?

We welcome your feedback and look forward to serving you again soon!  

Contact us at info@thepointshop.com