Return Policy

Incorrect/Damaged Items:

Contact customer service at support@shoefreaks.ca with your order number and details/images. Report manufacturer defects within 15 days of receiving your order.

Return Policy:

  • Returns are accepted within 60 days of purchase for a size/color exchange, gift card, or refund (conditions apply).
  • Items must be returned unworn, in "like new" condition, and in their original packaging.
  • Clearance items found in the Sale section, Costumes, Pole Wear bottoms, Lingerie bottoms including panties and bodysuits are final sale and cannot be returned.
  • If your order was made for commercial purposes, like theater or costume departments, and you need to request a return, it will fall under our adjusted return policy. For more information, please contact support@shoefreaks.ca

Return Options within 60 days of Purchase:

  • 0-21 days: gift card, size/color exchange or refund.
  • 21-60 days: gift card or size/color exchange.
  1. Size/Color Exchange: Request a new size/color of the same style (limit one exchange per order).
  2. New Style: Select the gift card option for the value of your initial purchase.
  3. Refund: Available within 21 days of purchase. A restocking fee of $20+tax (1st pair) and $5+tax (each additional item) applies. We will provide you with a Canada Post Return Label.

Return Procedure:

  1. Initiate your return at: Return Portal
  2. Include RMA number with your return.
  3. Return shoes in "like new" condition. Pack the original shoe box inside another box or poly bag to prevent damage. Do not place return shipping label or tape on original shoe box.

Processing Time:

  • You will receive an email notification upon our receipt of your return.
  • Allow 2-3 business days for processing gift cards and exchanges.
  • Allow 1-2 weeks for refund processing.

International Return Policy (Outside of Canada)

Our return policy remains the same as our domestic policy for international returns with a few exceptions listed below:

  • We accept returns within 60 days of the order date.

  • Customers are required to pay for return shipping fees using their preferred method.  We suggest using a reputable courier that provides a tracking number.  You will be given an address and RMA# to return the items to us.  Please contact support@shoefreaks.ca for more information.

  • Duties and taxes on the original shipping are non-refundable.

Commercial & Bulk Order Policy

Orders placed for commercial, theatrical, or performance-related use (including but not limited to theatres, dance companies, TV/film productions, entertainment venues, styling professionals, or event-specific purposes) are considered Commercial Orders.

All Commercial Orders are FINAL SALE and are not eligible for return, refund, or exchange.

We reserve the right to classify an order as commercial based on one or more of the following factors:

  • Orders associated with production companies, event venues, agencies, or non-individual names

  • Shipping addresses linked to theaters, studios, or costume departments

  • Customers showing a pattern of bulk purchases followed by large returns

  • Orders where the same SKU is purchased in multiple sizes simultaneously

  • Communication indicating use for performance, production, or short-term wear

If we determine an order was made for commercial use after it is placed, we reserve the right to deny return requests and flag the account for modified return eligibility going forward.

If you’re unsure whether your order falls into this category, please contact support@shoefreaks.ca before purchasing.

Additional Notes:

  • A refund can only be made to the payment method used on your order.  If you placed your order using a gift card, a refund would apply to your original gift card.
  • Lingerie exempt items include: Clearance/Sale items, hosiery, stockings, panties, costumes, pasties and accessories (included wigs, shorts etc.) are considered final sale. All lingerie returns go through a thorough inspection for worn items, scent, perfumes etc. Please make sure the items are in their original new and unworn condition and that you have the complete original packaging, including tags, hangers etc.
  • Clearance footwear/shoes  are final sale. These products typically come from customer returns due to sizing issues, are inspected to ensure they are in "like new" condition, and are sold at a price below cost.
  • Should our team identify any indication of misuse or abuse of our return policy by a customer or account, we reserve the right to apply a modified return policy to those involved. In such instances, we will promptly notify the affected parties regarding their inclusion under this revised policy.  Our return label covers return fees up to two pairs.  Three or more pairs will be subject to extra fees to cover return costs.