return and refund policy

LAST UPDATED 5/8/2023

This Return and Refund Policy works in accordance with the Terms of Use located at www.eprouvee.com.

We want you to be 100% happy with your purchase, which is why we allow items to be returned within 14 days of delivery in exchange for a full refund (less original and return shipping charges unless redeeming in site credit).

Refunds will be issued in the original form of payment or site credit and will be issued once we have received, processed, and inspected the returned item.

I. RETURN QUALIFICATIONS

In order to be eligible for a refund, the returned item MUST meet the following qualifications: 

  • Be in the exact condition as it was received - please note all items are filmed as they are packaged and sealed to verify condition/quality. Shoes must be unworn, signs of wear such as scratching on the soles or stretching of the materials will result in denial of a refund. Even the slightest damage may result in return denial. Any damage/flaws incurred during try-on will result in return denial. This is a very strict policy. 
  • Have the ÉPROUVÉE ribbon and seal attached and unaltered.
  • Include the dust bag, box, and any other accessories it was shipped in/with - if these accessories are not included, no refund will be issued.

II. REQUESTING A RETURN

To initiate a return you must submit a return request through the return portal located on eprouvee.com. Please fill out the information and submit the request. We typically respond within 48 hours. 

III. RETURN APPROVAL

If your return is approved, you will be issued a prepaid shipping label. Please ship the return within 10 (ten) business days. You are responsible for packaging the return carefully to ensure no damage occurs as a result of shipment. This includes accounting for potential carrier mistreatment and weather. We recommend reusing the packaging material we originally included with the item.

Please note all returns must include any and all extras it was shipped with, including but not limited to dust bags, boxes, authenticity cards/certificates, long straps, etc. Should an item arrive without the expected extras, we will offer a grace period of seven (7) business days to ship the missing extras at your expense. You must submit a tracking number for such items. Failure to include such items will result in return denial. 

IV. RETURN DENIAL

Returns will be evaluated on a case-by-case basis. ÉPROUVÉE reserves the right to overturn a return approval or denial at any stage of the return. If, at ÉPROUVÉE's sole discretion, an item is denied a return due to unexpected condition/missing extras/wrong item after previously being approved a return, you will have the option to 

  • Request the item be returned to you (buyer will pay shipping)
  • Sell the item back to us
  • Donate the item to us (if no response to our return denial all items will be considered abandoned donations after 60 days)

III. REFUND ISSUANCE

Once we have received and processed your return, and have concluded the correct item has been received and is in the expected condition, we will issue a refund for the cost of the item and any tax paid for the item via the original method of payment or site credit. We do not offer refunds of the original or return shipping fees and those costs will be deducted from the refund if you choose to be refunded via your original payment form.

Alternatively, we also offer full refunds, including original and return shipping charges, in the form of site credit. Site credit will expire 120 (one-hundred twenty) days after issuance. This option will only be available once on one initial transaction, after the site credit is used, site credit will no longer be an option should you wish to return the new items. 

IV. FINAL SALE ITEMS

Final sale items are not eligible for a return. 

V. NOT AS DESCRIBED ITEMS

If an item arrives not as described, or an error is made, or the wrong item is sent,  please follow the same return request steps detailed in Section II. If approved, we will send you a prepaid shipping label to return the item to us. In these cases all original and return shipping costs will be paid by us. Please follow packaging provisions detailed in Section III. The following reasons are NOT considered valid "not as described" return reasons:

- Item does not fit
- Item has inaccurate measurements within 1/2 inch
- Item arrived too late
- Buyer's remorse
- Don't like item in person
- Slight color variation (major color differences do not apply here)

We do our best to accurately describe all items, though please note most of the items we sell are preowned, which means they may show small signs of wear, which is to be expected with a preowned item. This type of general wear may not be explicitly detailed on the product page. All photographs are considered part of the description, so if a flaw is either photographed or described it will not fall under the "not as described" return category. 

VI. COUNTERFEIT CLAIMS

If you suspect we have sold you an unauthentic, or counterfeit item, please submit a return request via the steps detailed in Section II. Please include as much information as possible that led you to the conclusion you received a counterfeit piece. Please also include close up photos of the ÉPROUVÉE return ribbon and seal intact and unaltered. 

All counterfeit accusations are taken very seriously, as providing authentic designer goods is the very basis of our company. We will exhaust all resources to make an accurate determination. All return requests with the proper information submitted will be approved out of an abundance of caution. Please follow the packaging guidelines detailed in Section III. 

Once we have received the item in question, we will inspect the item and seek a third-party evaluation.

Should the item be deemed counterfeit, we will issue a full refund, including original shipping if applicable, and a bonus 10% of the purchase price as a monetary compensation for the inconvenience. 

If the item in question is deemed to be 100% authentic despite the buyer claims, you will be offered the return denial options detailed in Section IV. Should one user submit 3 (three) false authenticity claims, their account will be banned from using ÉPROUVÉE's services.

VII. FINAL STATEMENT

This Return Policy is subject to change or update at any time. It is the responsibility of the buyer to familiarize and revisit this Return Policy from time to time. Any purchases made on eprouvee.com act as understanding and  agreement to the Return and Refund Policy most recent to their latest order date.

If you have any questions or concerns about our policies please send an email inquiry to support@eprouvee.com or reach out via the Contact Form located on our website.