At Durango Shoes Shop, we stand behind our products just like we stand behind every step you take in our boots. We understand that sometimes a pair just doesn’t fit right or meet your expectations for your adventure, work, or casual wear. That’s why we’ve made our returns process as straightforward and reliable as our footwear.

Our Return Policy

We gladly accept returns and exchanges for most items within 15 days of you receiving your order. To be eligible for a return, your item must be:

  • In its original, unused condition
  • In the original packaging with all tags attached
  • Accompanied by the original receipt or proof of purchase
Please Note: For the health and safety of all customers, we cannot accept returns on worn footwear (e.g., boots with signs of wear on the sole or interior) or items that are damaged due to misuse. All returns are subject to inspection upon arrival at our warehouse.

Non-Returnable Items

Based on the nature of our products designed for rugged use, the following items typically cannot be returned or exchanged unless they arrive defective or damaged:

  • Work Boots & Shoes that show signs of wear or have been used in work environments.
  • Items purchased as final sale or clearance (will be marked at time of purchase).

How to Initiate a Return or Exchange

Follow these simple steps to return or exchange your Durango products:

  1. Contact Us: Within 15 days of receipt, email us at [email protected] with your order number and reason for return. You can use the template below.
  2. Wait for Approval: Our team will review your request and email you a Return Authorization (RA) number and instructions within 2 business days.
  3. Ship Your Return: Package the item securely with the RA number clearly visible on the outside. Ship to the address provided in your instructions.
  4. Processing: Once we receive and inspect your return, we will process your refund or exchange. Please allow 5-7 business days for processing after we receive the item.

Return Shipping: Customers are responsible for return shipping costs unless the item is defective or we made an error in your order. We recommend using a trackable shipping service as we cannot be responsible for lost return packages.

Refund Information

Refunds will be issued to the original payment method used for the purchase:

  • Credit/Debit Cards (Visa, MasterCard, JCB): Refunds will be processed within 5-7 business days after we approve your return. It may then take an additional 3-10 business days for the refund to appear on your statement, depending on your bank.
  • PayPal: Refunds will be processed back to your PayPal account within 5-7 business days after approval.

Please note that original shipping fees are non-refundable for returns that are not due to our error.

Exchange Process

Want a different size or style? Exchanges follow the same process as returns. In your email, clearly state the item you wish to exchange for. If the exchange item is of equal or lesser value, we will process it once the return is received. For items of higher value, we will charge the difference after your return is approved.

Return Request Email Template

Copy and paste the template below to request your return. Send it to [email protected].

Subject: Return Request – Order #[Your Order Number] Dear Durango Customer Service Team, I would like to request a return/exchange for my recent order. Order Number: [Your Order Number] Product Name: [Product Name, e.g., Durango Western Boots] Size: [Size] Reason for Return/Exchange: [Please specify reason, e.g., size too large, defective, etc.] If exchanging, I would like to exchange for: [Product Name and Size] Please provide further instructions and your return address. Thank you, [Your Full Name] [Your Phone Number] [Your Email Address]

Questions?

Our customer service team is ready to help you with any questions about returns, exchanges, or your order.

Email: [email protected]
Address: Durango Shoes Shop, 400 Chapmans Lane, Albuquerque, US 87109