Returns, Exchanges and Cancellations Policy

The provisions of this section are subject to the Consumer Protection Law, 5741-1981 (hereinafter: “the Law”).

A request for a refund, change or cancellation of a transaction will be forwarded to New Shoes via one of the means of communication that appear at the bottom of this document.

Refund, change or cancellation of an order will be possible with a refund or exchange, within 14 days from the date of receipt of the order by the customer.

The refund will be made using the payment method used to place the order, within 7 business days of receiving the returned item.

If a refund, change or cancellation is requested after 14 days from the date of receipt of the order, the request will be reviewed and approved – to the extent approved – at the sole discretion of the site.

Before sending an item, please coordinate the return, exchange or cancellation with customer service to receive the shipping details. Coordination is not a condition of your rights under the Consumer Protection Law.

Cancellation due to regret (and not due to defect or non-conformity)

In this case:

The customer must return the product in its original condition as received.
The product has not been used at all.
The product will be returned with a transaction invoice or proof of purchase.
Return costs will be borne by the customer.
A cancellation fee of 5% of the product price or 100 NIS, whichever is lower, will be charged.

Cancellation due to product defect

In case of a product defect:

The responsibility for collecting or replacing the product will fall on the site.
If the defect is confirmed, the customer may choose a replacement or a full refund, with no cancellation fee
The product will be reviewed by the website.

If, after inspection, it is found that the product is in good condition and/or that the defect was caused by unreasonable use after receipt, no refund will be given, and the customer may request the product be returned to him subject to payment of additional shipping fees.

On a regret return, an item that has been used or shows signs of use will not be refunded. For a defective or non-conforming item, the right to a replacement or refund is decided by inspecting the item, even if the defect appeared during normal use.

Refunds are made to the original payment method. If the original payment method cannot be credited, the refund will be made by bank transfer.

A single item purchased as part of a product set cannot be returned, unless it arrived damaged and subject to the approval of the site operator.

The provisions of this policy are subject to the provisions of the Consumer Protection Law, 5741.1981–

In any case of a request to exchange a product for another product, you must contact the customer service department.

How to return or exchange an item

Contact us on WhatsApp 055-2555516 or at info@newshoes.co.il within 14 days of receiving the item, with your order number and the reason for the return or exchange.
We will send you the return details.
Pack the item together with the invoice or proof of purchase. For a return due to a change of mind, the item must be in its original condition, unused and in its original packaging. This does not apply to a defective item.
Send the item to our returns address: New Shoes, 12 Maskit St., Herzliya 4673312, Israel.
Return or exchange not due to a defect: the customer ships the item at their own expense, by courier or by mail. Defective item: we arrange collection at our expense.
Once the item arrives and is inspected, the refund is made to the original payment method within 7 business days, minus the cancellation fee when cancelling for a change of mind. For an exchange, the replacement is shipped after the returned item reaches us.