Refund policy

Refund Policy

Return window: 30 days from delivery
Restocking fee: None
Refund timeline: Within 7 business days of approval
Return shipping: Customer's responsibility
Exchanges: Available (including size exchanges)
Defective items: Always accepted

Return conditions

You may return any item within 30 days of the delivery date. All items are eligible for return unless otherwise stated on the product page. To initiate a return, please contact our customer service team at info@shermanandson.com to request a Return Authorization (RA) number.

Because we sell footwear, returned shoes must be in new, unworn, resalable condition. Specifically, returned items must:

Be unworn outside. You are welcome to try shoes on indoors on a clean, carpeted surface to check fit and comfort — the same way you would in a physical store.
Show no signs of outdoor wear, including scuffs, dirt, marks or wear on the outsoles, creasing across the toe box, or stretching of the upper.
Include all original components: laces, insoles, spare laces, dust bags, shoe trees, care cards, authenticity cards, and all original tags still attached.
Be free of odors, including perfume, smoke odor, pet odor, and free of pet hair
Include the RA number clearly marked on the outside of the outer package and on the packing slip.

Returns that arrive without a valid RA number, outside the 30-day window, or in a condition that does not meet the criteria above cannot be accepted. In that case we will contact you and, at your request, return the item to you at your expense. If we do not receive a response within 14 days, the item will be held for a further 30 days before disposal.

Requests submitted after the 30-day window will not be accepted.

How to return an item

Contact us — Email our customer service team at info@shermanandson.com with your order number and the item(s) you wish to return, and request a Return Authorization (RA) number.
Receive instructions — Our team will provide your RA number along with detailed instructions, including the return address and packaging guidelines, within 1–2 business days.
Prepare the item — Make sure the shoes are unworn, complete with all original components and tags, and placed inside their original undamaged shoebox.
Package securely — Place the shoebox inside a sturdy outer shipping box to prevent damage in transit. Write the RA number clearly on the outside of the outer box.
Ship your return — Send the package via a reliable carrier with tracking and retain your tracking number and proof of shipment. Return shipping costs are the customer's responsibility. We cannot process a refund for a return we do not receive, so tracked shipping protects both of us.
Confirmation — Once we receive and inspect the return, we will send you confirmation and process your refund or exchange based on your preference.

Refunds

Once the returned item has been received and inspected, a refund will be issued to your original payment method within 7 business days of return approval. We are unable to refund to a different card, account, or payee. Please note that depending on your bank or card issuer, it may take an additional 3–5 business days for the amount to appear on your statement.

Refunds cover the price of the returned item. Original shipping charges, if any, are non-refundable except where the return is due to a defective, damaged, or incorrect item.

If a return is received in a condition that does not meet our return conditions, we will notify you by email with photographic evidence of the condition on arrival before making a decision, and no refund will be issued for that item.

Defective, damaged, or incorrect items

If you receive a defective, damaged, or incorrect item, you are always eligible for a return or replacement regardless of the 30-day return window. Please contact us promptly at info@shermanandson.com, within 7 days of delivery where possible, and include your order number and clear photos of the issue, the item's tags, and the shipping box as received.

After review, we will send you the correct item or an equivalent replacement at no additional cost, including return shipping. Where a replacement is not available, we will issue a full refund.

Manufacturing defects — such as failed stitching, sole separation, or hardware failure — are covered. Normal wear and tear is not considered a defect. This includes outsole wear, creasing, scuffing, discoloration from use, damage from improper care or cleaning, and damage caused by an incorrect fit.

Order cancellations

To cancel an order, please contact us at info@shermanandson.com before the order has shipped. We aim to dispatch quickly, so please contact us as soon as possible. Once your order has been shipped, cancellation is no longer possible and you will need to follow our return process after delivery.

Address changes: We can only ship to the address provided at checkout. Please check your delivery address carefully before completing your order. Address changes may be possible before dispatch but cannot be guaranteed and are not possible once a package has shipped.

Exchanges

To request an exchange within 30 days of delivery, email our customer service team at info@shermanandson.com with your order number and details of the item you wish to exchange. Detailed instructions and an RA number will be provided.

Items eligible for exchange must meet the same condition requirements as returns: unworn, complete with all original components and tags, and in the undamaged original shoebox. Exchanges are subject to availability. If your requested size or style is unavailable, we will offer an alternative or issue a refund.

Return shipping for exchanges is the customer's responsibility. We cover the cost of shipping the replacement item to you.

Sizing and fit

Footwear sizing varies between brands and styles. Please consult the size guide on each product page before ordering, and contact us at info@shermanandson.com if you are unsure — we are happy to advise on fit. Choosing the wrong size is not considered a defect, but size exchanges are available under this policy.

Lost or undelivered packages

All orders are shipped with tracking. If tracking shows your order as delivered but you have not received it, please contact us at info@shermanandson.com within 7 days of the delivery scan. We will open an investigation with the carrier and work with you toward a resolution. We may ask you to confirm your delivery address, check with neighbors and household members, and, where the carrier requires it, provide a signed statement of non-receipt.

If a package is lost in transit, we will either resend your order or issue a full refund once the carrier's investigation is complete.

Payment disputes

If you have a problem with your order, please contact us first at info@shermanandson.com. We respond within 1–2 business days and we will always work with you to resolve the issue under this policy. Opening a chargeback before contacting us delays resolution for everyone; our policy above is designed to make it unnecessary.

Contact us

COMPANY INFORMATION

Sherman & Son Owned and operated by Captivo Commerce LLC 30 N Gould St, STE R Sheridan, WY 82801 United States

EIN: 32-0854078 Wyoming registration: 2026-001961483

Email: info@shermanandson.com

Phone: +1 917 732 2695

Monday – Friday, 9:00 AM – 6:00 PM ET