Return Policy
Return Policy
At Thrive Footwear, we offer a 45-Day Guarantee starting from the day you receive your order. This gives you plenty of time to try the product and decide if it’s the right fit for you.
Condition
Items must be returned unwashed, unworn, undamaged, and in their original packaging. If this isn’t possible, please contact us and we will work with you to find a solution.
Gifts & Promotions
Any free gifts or items from a Buy One Get One (BOGO) promotion must be returned unused and in full along with the main product. If a gift is missing, damaged, or its packaging is incomplete, the value of that gift may be deducted from your refund.
Timeline
Returns must be requested and shipped back within 45 days of delivery.
Exclusions
Products that have been clearly worn, washed, or damaged by the customer are not eligible for return.
Custom Orders
Personalized or custom-made items cannot be returned.
Shipping Costs
The customer is responsible for return shipping costs unless the product arrived defective or the wrong item was sent.
Pre-Approval
Before a return is approved, customers must email a photo of the product to hello@thrive-footwear.com for verification.
Discretion
Thrive Footwear reserves the right to review return requests on a case-by-case basis and offer alternative solutions where appropriate.
Size-Related Issues & Replacements
Because footwear requires a precise fit to ensure proper ergonomic support and long-term comfort, we prioritize getting the sizing right for you.
Alternative Solutions
We want you to have the best experience possible. If you aren’t satisfied with your product, please reach out. In many cases, we can offer a solution that does not require returning the item.
Note: Alternative solutions are offered at our discretion and are not guaranteed for every order.
Damaged or Defective Items
If your item arrives faulty, damaged, or defective, it is covered under our warranty.
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Reporting: You must notify us of the issue within a reasonable timeframe after discovering the defect.
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The Solution (Fast Replacement): To help you as quickly as possible, we will immediately send you a brand-new replacement item free of charge.
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No Return Required: In the event of a defect, you do not need to ship the original item back. You may keep it and we will cover all replacement costs.
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Contact: Please email us at hello@thrive-footwear.com with your order details.
Non-Returnable Items
The following items cannot be returned:
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Products outside of the 45-day return window
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Items that have been clearly worn, washed, or damaged
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Personalized or custom-made products
Important Note Regarding New Footwear
New shoes may sometimes have a temporary material or packaging scent (such as leather or rubber) after opening. This is a normal result of the production and packaging process and typically disappears after airing out the footwear. Items with this temporary scent are not considered defective or damaged.
How to Start a Return
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Email your return request to hello@thrive-footwear.com and include your order number. If the item is defective, please attach clear photos of the issue.
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We will review your request and respond within 3 business days with your options.
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If a return is necessary, we will provide return instructions. The return shipment must include a tracking number.
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Once the return is received and approved at our warehouse, your refund will be processed within 10 business days.
Undeliverable Shipments & Incorrect Addresses
If an order is refused at delivery, not picked up from a collection point, or provided with an incorrect shipping address, a €/$15 shipping and handling fee will be deducted from your refund.
Additional Conditions for Address Errors
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Reshipping: If the package is returned to us, we can reship it for a flat fee of €/$15.
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Lost / Destroyed Packages: If the package is not returned to us (for example if it is discarded by the carrier after being held), we offer two options:
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A replacement package sent for €/$15 per item
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A goodwill refund of 20% of the original purchase price
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Please note: We cannot offer full refunds in these cases, as providing a correct shipping address is the customer’s responsibility.
Return Address
To receive a refund, all returns must be sent to the address below and include a tracking number.
Name: Wu Xi
Address: Building 4, 4th floor, 58 Baiye Road
City: Dongguan
Zip Code: 523000
Province: Guangdong
Country: China
Tel: +86 19329021556
Warning: Returns sent to any address other than the one listed above are not eligible for a refund.
Contact Us
Email: hello@thrivefootwear.com
HQ Address: Hambakenwetering 1
5231 DD ’s-Hertogenbosch
Netherlands
(Note: This is an office address only. Do not send returns here.)