At TravisMathew Sales Store, we take as much care in ensuring your satisfaction with our premium comfort footwear, polished apparel, and versatile accessories as we do in crafting them. If your purchase doesn’t meet your expectations, our straightforward returns process makes it easy to exchange or return eligible items.

Our Return Policy

We accept returns and exchanges within 15 days of receiving your order. All returned items must be:

  • In original condition with tags attached
  • Unworn and unwashed
  • In the original packaging

Note on Final Sale Items: For the protection of all customers, we cannot accept returns on insoles & accessories due to hygiene reasons, or on any items marked as “final sale.”

How to Initiate a Return or Exchange

Step 1: Submit Your Request

Email our customer service team at [email protected] with the following information:

Subject: Return/Exchange Request – Order #[Your Order Number] Dear TravisMathew Customer Service, I would like to request a [return/exchange] for my recent order #[Your Order Number]. Details: – Item Name: [Product Name] – Size/Color: [If applicable] – Reason for Return: [Brief explanation] Please advise on next steps. Best regards, [Your Full Name] [Your Contact Information]

Step 2: Receive Your Return Authorization

Within 1-2 business days, you’ll receive:

  • A Return Merchandise Authorization (RMA) number
  • Detailed return instructions
  • A prepaid return label (for US customers)

Step 3: Ship Your Return

Package your items securely and include the original packing slip. For international returns, you may need to cover return shipping costs.

Step 4: Receive Your Refund or Exchange

Once we receive and inspect your return:

  • Refunds: Processed within 3-5 business days to your original payment method (Visa, MasterCard, JCB, or PayPal)
  • Exchanges: Your replacement item will ship within 1-2 business days after we process your return

Refund Timeline

Refunds are processed as follows:

  • Credit/Debit Cards: 3-5 business days after processing (appears on your statement within 1-2 billing cycles)
  • PayPal: 3-5 business days after processing

Original shipping fees are non-refundable unless the return is due to our error.

Exchange Policy

We’re happy to exchange items for a different size or color (subject to availability). Exchanges follow the same process as returns, with these additional details:

  • You’ll receive a shipping notification when your exchange item ships
  • Exchanges are processed at the current selling price
  • Price differences will be charged/refunded as applicable

Damaged or Defective Items

If you receive a damaged or defective item (a rare occurrence with our quality-controlled professional pieces), please contact us immediately at [email protected] with photos of the issue. We’ll arrange for a prepaid return and expedited replacement.

Questions?

Our customer service team handles returns with the same attention to detail we apply to our Cloud Terry hoodies and Alegria professional clogs. Contact us at [email protected] for any assistance.