Refund policy

Last Updated: September 7, 2026

Thank you for shopping at VOXXIE LAB, operated by Vintstep FZ-LLC. Because our footwear is crafted on demand specifically upon receipt of your order, we maintain strict procedures regarding cancellations, defective items, and sizing choices.

Please carefully review our policy below before placing an order.

1. ORDER CANCELLATIONS & AMENDMENTS

Our production workflow begins promptly to ensure timely crafting and dispatch:

  • You may request an order cancellation or sizing/address modification within 6 hours of placing your order.
  • To cancel or modify an order, email support@voxxielab.com immediately with your order number and request details.
  • Once the 6-hour window has passed, your order is locked and submitted directly into our production queue. Cancellations, modifications, or refunds are strictly not permitted after this time.

2. DAMAGED, DEFECTIVE, OR INCORRECT ITEMS

We inspect every pair of sneakers for quality and craftsmanship. However, if your footwear arrives damaged in transit, defective, or incorrect (wrong design, color, or a size that does not match the size you selected at checkout):

  • Notification Window: You must contact us within 7 calendar days of confirmed delivery.
  • How to Submit a Claim: Email support@voxxielab.com with:
    1. Your Order Number
    2. Clear photos or videos demonstrating the defect, transit damage, or incorrect item received
    3. A clear photo of the size tag/label inside the footwear
  • Resolution Options: Once verified and approved by our support team, you may choose one of the following:
    • Free Replacement: A brand-new replacement pair crafted and shipped to you at no extra charge.
    • Full Refund: A 100% refund of the purchase price credited back to your original payment method.
  • No Return Required: You do not need to ship the damaged or incorrect item back to us. Once photographic proof is approved, your chosen resolution will be processed immediately.

3. SIZING, FIT & FINAL SALE

Because each pair of sneakers is made to order specifically for each customer, we do not accept returns, exchanges, or issue refunds for incorrect sizing choices made by the customer.

  • Detailed measurement charts (in both CM/Inches and US/EU sizing) are clearly provided on every product page. Customers are solely responsible for reviewing our Size Guide and selecting their correct size before placing an order.
  • We cannot replace or refund items simply because they do not fit as personally anticipated if the item dispatched matches the exact size ordered.
  • All size selections become final once the 6-hour amendment window has expired.

4. CHANGE OF MIND / BUYER'S REMORSE

Due to the on-demand, customized manufacturing nature of our footwear:

  • We do not accept returns, exchanges, or refunds for change of mind, buyer's remorse, or subjective styling preferences.
  • All sales are final once production begins, except in cases of manufacturing defects, transit damage, or fulfillment errors as described in Section 2.

5. REFUND PROCESSING

  • Once a legitimate defect or order error claim is approved, the refund will be initiated immediately.
  • Refunds are credited back to the original method of payment used at checkout.
  • Depending on your financial institution or card issuer, please allow 3 to 7 business days for the credit to officially reflect in your account statement.

6. NO PHYSICAL RETURN SHIPMENTS

  • No Return Shipments: VOXXIE LAB does not accept unauthorized physical returns sent to our corporate offices or manufacturing facilities.
  • Because all approved claims are resolved via photographic proof (with free replacements or refunds), customers do not need to arrange or pay for return shipping.
  • Any parcels sent to our registered address without prior written authorization cannot be accepted or processed.

7. CONTACT & SUPPORT

If something isn’t quite right with your order, or if any mistake has occurred, please don’t hesitate to contact our team at support@voxxielab.com. We are dedicated to providing a positive experience and will gladly assist you to ensure any valid issues are resolved promptly.

8. CONTACT & SUPPORT

  • Brand Name: VOXXIE LAB
  • Operating Entity: Vintstep FZ-LLC
  • Trade License Number: 45036360
  • Registered Address: CWEP5105 Compass Building, Al Shohada Road, Al Hamra Industrial Zone-FZ, Ras Al Khaimah, United Arab Emirates
  • Official Website: https://www.voxxielab.com
  • Customer Support Email: support@voxxielab.com