Return & Exchange policy

1. PRODUCT EXCHANGE / RETURN POLICY

1.1 Exchange – Return Period:

  • Full-priced products: exchange or return within 30 days.
  • Promotional products (discount up to 50%): exchange within 15 days, no returns.
  • Promotional products (discount over 50%): exchange for the same product code (same model) only, within 15 days, no returns.

1.2 Conditions:

  • Each product can only be exchanged ONCE only.
  • Product must be unused, unwashed, without any strange odor, stains, or dust.
  • Product must retain its original tags under the sole and intact shoe box without tears.
  • Product must not be damaged due to improper storage or transportation by the customer.

2. EXCHANGE / RETURN COSTS

You are entitled to free exchange/return for any reason, including manufacturing defects, size exchange, or style exchange.

*** Note: Customers are required to use the delivery service designated by Fitflop Vietnam for all exchange/return cases. Please do not use other shipping providers to avoid errors affecting Fitflop Vietnam’s order control process.

3. REFUND TIME AND METHOD:

3.1 Store Credit (E-Voucher) Refund:

  • Conditions: Applicable for discounted products and orders using gift vouchers/discount codes.
  • Store Credit (E-Voucher) Refund Method: Once the returned product is confirmed to meet the refund conditions, FitFlop will send you 01 e-voucher equivalent to the amount you paid, to continue shopping at https://fitflop.vn/, via your personal email, along with usage terms and expiry date. E-voucher will be issued within 1-2 working days.

*** Note: E-voucher is only applicable for purchases on the website and NOT valid in-store.

3.2 Cash Refund:

  • Conditions: Applicable for orders paid at the original price (original price means no discounts or promotions from Fitflop Vietnam applied).
  • Refund via online payment gateway: If you paid via an online payment gateway, FitFlop will refund via the same gateway to the original account used for payment (bank account / e-wallet). Refund processing time: 7-10 working days.
  • Refund via personal bank account: If you paid in cash via COD (cash on delivery) with the shipping provider, FitFlop will refund to the bank account you provide. Refund processing time: 10-14 working days depending on your bank’s processing time.

4. WARRANTY POLICY

  • FitFlop 30-DAY WARRANTY for products with manufacturing defects, applicable for purchases made at FitFlop Vietnam’s Website.

*** Note: FitFlop only supports warranty by exchange, not by refund.

5. CUSTOMER SUPPORT CHANNELS

Please contact our Customer Service department to submit a request and receive guidance via one of the following methods:

  • Hotline: 1900 63 64 01 (from 09:00 to 18:00 daily)

  • Email: cskh.fitflop@vn.centralretail.com