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.

Thank you for shopping with TERRAINCOGNITA. We ship orders with tracking and aim to provide a smooth, reliable delivery experience. Please review the details below before placing your order.

1. Order Processing Time

Orders are usually processed within 1-3 business days after payment is confirmed. Orders placed on weekends or public holidays begin processing on the next business day. During launches, sale periods, holidays, or high-volume periods, processing may take slightly longer.

2. Estimated Delivery Time

Standard delivery usually takes 7-15 business days after the order has shipped. For remote areas, customs checks, postal delays, severe weather, or holiday periods, delivery may take up to 20 business days. Delivery times are estimates and may vary by destination, local courier handling, customs clearance, and factors outside our control.

3. Pre-Order Items

Pre-order items ship according to the estimated shipping date shown on the product page. If an order contains both in-stock and pre-order items, we may ship them together once all items are ready unless otherwise arranged by customer support.

4. Tracking

Once your order has shipped, you will receive a shipping confirmation email with tracking information. Please allow 1-3 business days for tracking to update after the package is handed to the carrier.

5. Duties & Import Fees

For all available destinations, import duties and standard customs clearance fees are included in the final price. Customers will not be required to pay extra duty fees upon delivery. Orders are shipped under DDP (Delivered Duty Paid) terms wherever delivery is available.

6. Shipping Address

Please make sure your shipping address is complete and accurate before placing your order, including apartment number, street name, city, state or province, postal code, and phone number where required. Once an order has shipped, we may not be able to change the address. PO Boxes, Parcel Lockers, APO, FPO, or DPO addresses may not be supported depending on the destination and carrier.

7. Address Changes and Cancellation

If you need to change your address or cancel an order, contact us as soon as possible at contact@terraincognita.shop. We will do our best before shipment. Once shipped, address changes or cancellations may no longer be possible.

8. Delivery Issues

If tracking shows delivered but the package has not arrived, please check your mailbox, front door, parcel locker, reception desk, neighbors, or local courier office first. If the package still cannot be located, contact us and we will help review the tracking and assist with the carrier investigation where possible.

TERRAINCOGNITA is not responsible for packages lost due to incorrect shipping information, refused delivery, failure to collect the package, or theft after confirmed delivery.

9. Lost or Damaged Packages

If a package is confirmed lost or damaged during transit, contact us with your order number and available evidence. For damaged packages, keep the original packaging and take clear photos of the outer package, shipping label, and damaged item.

10. Non-Refundable Shipping Fees

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

Contact

For shipping or delivery questions, contact contact@terraincognita.shop.