Returns & Refunds

Returns & Refunds

 

Thank you for shopping with TERRAINCOGNITA. We want every pair to feel right. If your order does not work for you, you may request a return or exchange under the conditions below.

1. Return Window

You may request a return or exchange within 14 days of delivery. Requests made after 14 days may not be accepted.

For any quality issue, please contact us within 7 days of delivery with clear photos or videos so we can review the case quickly.

2. Return Eligibility

To be eligible for return, items must be:

  • Unworn, unused, and in resellable condition
  • Free from stains, odors, scratches, deformation, or visible wear
  • Returned with original packaging, shoe box, dust bag, tags, accessories, and inserts where applicable
  • Approved by our customer support team before being shipped back

Please do not attach tape, labels, or shipping documents directly to the original shoe box. Returns with damaged or missing packaging may be refused or subject to a reasonable deduction.

3. Non-Returnable Items

The following items are not eligible for return:

  • Items that have been worn, washed, altered, damaged, or used outdoors
  • Items with stains, odors, scratches, deformation, or missing original packaging
  • Custom-made, final sale, or specially marked non-returnable items
  • Returns sent without prior approval from customer support

4. Size & Fit Issues

If the size does not work for you, please contact us with your order number, usual size, foot length, and the size received. For footwear, we may first recommend an exchange when stock is available.

Size preference, fit preference, or change of mind are considered personal reasons. In these cases, the customer is responsible for return shipping costs.

5. Quality Issues or Wrong Items

If you receive a defective, damaged, or incorrect item, please contact us within 7 days of delivery with your order number and clear photos or videos.

After review, if the issue is confirmed to be caused by us, we will offer a suitable solution such as replacement, exchange, repair support, or refund. TERRAINCOGNITA will cover reasonable return or replacement costs for approved quality-related cases.

Please note that natural leather grain, suede texture variation, slight color differences, handmade finishing marks, and normal creasing from try-on are not considered defects.

6. How to Start a Return

  1. Email us at contact@terraincognita.shop with your order number and return reason.
  2. Include photos or videos if the item has a quality issue.
  3. Wait for approval and return instructions from our customer support team.
  4. Ship the item back using a trackable shipping method and send us the tracking number.

Please do not return items to the sender address on the package. Returns sent to an unauthorized address may not be accepted.

7. Return Shipping Costs

  • Personal reasons, including size preference, change of mind, or style preference: the customer is responsible for return shipping costs.
  • Confirmed quality issue or wrong item: TERRAINCOGNITA will cover reasonable return or replacement costs after review and approval.

Original shipping fees, express shipping fees, and shipping protection fees are non-refundable unless the return is caused by a confirmed error on our side.

8. Refunds

Once your return is received and inspected, we will notify you of the approval status. Approved refunds will be issued to the original payment method within 3-7 business days.

Your bank, card provider, PayPal, or payment service may take additional time to post the refund to your account.

If the returned item is used, damaged, missing packaging, or not in resellable condition, we may refuse the return or deduct a reasonable amount from the refund.

9. Exchanges

Exchanges are subject to stock availability. If your requested size or style is unavailable, we may offer another solution or process a refund after the returned item is approved.

10. Undeliverable or Refused Packages

If a package is returned because of an incorrect address, refused delivery, unpaid duties caused by the customer, or failure to collect the package, the customer may be responsible for the related shipping costs.

Contact

For return, exchange, or refund requests, please email us at contact@terraincognita.shop.