Return & Exchange Policy

Eligibility for Returns
You can return unused items within 14 days of receiving them for an exchange or store credit refund. Please ensure items are in good condition—unworn and undamaged.

Terms & Conditions: 

  • All returns must include the original packaging and are subject to approval.
  • Items must be in their original condition: unworn, unwashed, and undamaged.
  • Returns will be rejected if there are signs of wear (e.g., scuff marks, dirt, or odors).
  • All the return requests are only valid within 14 days of receiving your order; late requests will be rejected.
  • After confirmation, you have 14 days to return the items. Late returns may result in the cancellation of your exchange reservation.
  • Customers are responsible for any shipping fees incurred for returns or exchanges.
  • Only one exchange or refund request per order is allowed; requests cannot be changed from exchange to return once shipped.
  • Please provide clear reasons for any order cancellation requests.
  • Sale items are non-exchangeable and non-refundable.
  • We reserve the right to refuse any return that doesn’t meet these criteria.


How Do I Return?

Email Us:

Contact us at heyy@shuu.com.my with your order number and photos of your invoice and shoes.

Shoe Size Exchanges:
If you need a different size, kindly email us and our team will contact you with the next steps. Processing may take up to 14 working days. If your size is unavailable, you may choose a different color of the same design or refund. 

Wrong Items:
We apologize for any mix-up with your order. Kindly email us and our team will contact you to resolve the issue as soon as possible. 

Defective Items:
We sincerely apologize for any inconvenience caused by receiving a defective item. Please email us at heyy@shuu.com.my to choose between an exchange or a refund.

Change of Mind (Design):
Please note that exchange only applicable for the same design and color. You may opt for a refund of your order in store credits. 

Store Credit Refunds:
Refunds will be issued as store credits with no expiry date, once our team has responded to your request. Refunds cover the product cost only; shipping fees are non-refundable.