Return window
You can return an order within 30 days of the day it is delivered to you. The 30 days are counted from the delivery date, not the order date.
Who pays for the return
We do. We email you a prepaid return label at no cost to you, and there is no restocking fee.
The one thing we do not refund is the original $7.95 shipping charge on a change-of-mind return. If your order shipped free because it was $60 or more, there is nothing to deduct.
Condition of the shoes
For a change-of-mind return, the shoes need to be unworn, not worn outdoors, and returned in the original shoe box with any accessories that came with them. Trying a pair on indoors is fine; a walk around the block is not, because the soles pick up marks we cannot remove.
If a pair arrived damaged, faulty, or is not what you ordered, the condition rules above do not apply. Send us photos and we will sort it out.
How to start a return
- Email support@santastash.com with your order number and which pair you are returning. If the problem is a fault or a wrong item, attach photos.
- We reply within 24 hours with a prepaid return label and the return address.
- Pack the shoes in their original box, attach the label, and drop the parcel off with the carrier named on the label.
Returns are received at 19206 68th Ave S, Kent, WA 98032. Please do not send a return anywhere else — parcels sent to our registered office in Albuquerque cannot be processed.
Exchanges
We can exchange a pair for a different size or color when that size or color is in stock. Email us and we will tell you what is available before you send anything back.
Refunds
We issue the refund within 5–7 business days of the warehouse receiving your return. Your bank or card issuer then needs a further 3–10 business days to post it to your account, depending on the issuer. Refunds go back to the payment method you used.
Cancelling before shipping
You can cancel an order within 24 hours of placing it, by emailing support@santastash.com. After that the order may already be in preparation.
Contact
Email: support@santastash.com
Phone: +1 719-392-3106
Nexal Fulfillment LLC, 1209 Mountain Road Pl NE STE R, Albuquerque, NM 87110 (registered office — not a returns address).