Size exchange
Request a different available size within 30 days after receiving your order.
- Unworn, unused and clean
- Original box and packaging included
- Replacement size is subject to stock
Warranty & returns
Buy with confidence.
We’ll help make the fit right.
Choosing shoes online should feel straightforward. Ratio offers a 30-day size exchange, clear return conditions and local support when something is not right.
Policy at a glance
Different needs. Clear timeframes.
A size exchange and a return are not the same request. Check the correct timeframe below and contact us before sending any parcel back.
Return & refund
Eligible return requests must be made within 7 days after receiving the order.
- Item must remain in resellable condition
- Approval is subject to inspection
- Approved refund returns to original payment method
Defective or wrong item
Contact us promptly if your item arrives defective, damaged or different from your order.
- Send your order number and clear photos or video
- Our team will verify the issue
- Verified return shipping is covered by Ratio
Condition check
Keep it exchange-ready.
Try your shoes on a clean indoor surface only. Visible wear can make the item ineligible for return or exchange.
Eligible condition
- Shoes are unworn, unused, clean and free from odour
- Original shoe box, inserts, accessories and packaging are included
- Request is submitted within the applicable timeframe
- Proof of purchase or Ratio order number is available
Not eligible
- Shoes have been worn outdoors or show sole wear, dirt, scuffs or strong creasing
- Box or original packaging is missing or materially damaged
- Damage is caused by misuse, improper care, alteration or accidental damage
- Request is submitted after the applicable return or exchange window
How to request
Four simple steps.
Contact us first so we can check eligibility and give you the correct return instructions.
Contact Ratio
Tell us whether you need a size exchange, return or defect review.
Send the details
Include your order number, reason and clear photos or video of the shoes and packaging.
Wait for approval
Our local team will review your request and provide the correct return instructions.
Send & resolve
Pack the approved item securely. We will inspect it before completing the exchange or refund.
Do not send a parcel back without approval. Unapproved parcels may be delayed, refused or returned to the sender.
Manufacturing defect support
Quality concerns.
Reviewed fairly.
If you believe your shoes have a manufacturing or workmanship defect, stop using them and contact us as soon as possible. Every claim is assessed using the order history, product condition and supporting photos or video.
Covered for reviewVerified defects in material, construction or workmanship under normal intended use.
Evidence requiredOrder number plus clear photos or video showing the issue and overall item condition.
Wear is not a defectNormal wear, cosmetic creasing, misuse, accidental damage and improper care are not covered.
Returns FAQ
Before you send anything.
Not sure which policy applies? Contact our team and let us check your order first.
Contact Ratio supportIs the 30-day promise a refund policy?
No. The 30-day promise is for eligible size exchanges. Return and refund requests must be made within 7 days after receiving the order and remain subject to the stated conditions.
Can I try the shoes before deciding?
Yes. Try them carefully on a clean indoor surface. Do not wear them outdoors, remove protective materials unnecessarily or create visible wear if you may need an exchange.
Who pays the return shipping fee?
For a regular size exchange or eligible customer-requested return, return shipping is borne by the customer. If Ratio verifies that the item is defective or the wrong item was sent, Ratio will cover the approved return shipping.
What if my preferred replacement size is sold out?
Size exchanges depend on available stock. Our team will tell you the available options before you send the item back.
When will an approved refund be issued?
The item must first arrive and pass inspection. An approved refund is then returned to the original payment method; the time for it to appear depends on your bank or payment provider.
Can a worn pair be returned or exchanged?
No. Shoes with outdoor wear, dirt, sole marks, scuffs, odour or other signs of use are not eligible for return or size exchange.
Need help with sizing?
Get the fit right before you order.
Tell our local team your usual size and foot length. We’ll help you choose with more confidence.