Refund policy

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All our custom shoes are handcrafted and entirely Made-to-Order (MTO) under your request and shoe sizing provided by you. Understandably, as each MTO order is unique and made just for you, free returns or exchanges of MTO items is not permitted.
 
Kindly be advised that on your confirmation of order and your payment, your order will automatically enter production stage and thereafter absolutely zero changes can be made to your existing order.

General Return & Refund information:

• Your shoes do not fit? Don’t worry, you can return ONLY your first pair of shoes and none thereafter bases the item remains:
  
  1. Unused, in brand new condition, along with its fully intact packaging within 5 calendar days of delivery.
  2. Zero shoe sole marks (try your shoes on a soft flooring such as a carpet) to ensure no markings on the shoes soles. Please note that all shoes shipped by Knightline are thoroughly inspected and photographed before dispatch.
  3. Should the above conditions for a Return are matched by Knightline's Return Policy, we will manufacture a replacement shoe of the appropriate size (provided by you) free of cost.
  
  However, orders with specific customization requests are excluded from this policy (see “Size Exchange / Return Excluded Items” section below).
  
  
• Send an email to customerservice@theknightline.com and our management will be directly in contact with you and guide you through the proper Return procedure.
  
  
• We at Knightline will not be held responsible should you change your mind with regards to your choice of style and colour of shoe.
  
  
• When trying shoes for the first time we highly recommend wearing them on a carpeted area to ensure fit and comfort. Please be sure your shoes fit properly and that you are completely satisfied before wearing them for normal use.

Please, do not ship back any item without placing a written request via email to Knightline (customerservice@theknightline.com) requesting the appropriate authorisation.

Any unauthorized return delivery of merchandise will be rejected.

Return or Exchange of MTO items / Right of Withdrawal

Right of withdrawal does not apply to goods or products that are made to order and/or clearly personalised. All the products that are handcrafted made to order under your request (MTO) and produced strictly following your design selection and size instructions, are not eligible for return or exchange, unless otherwise authorised by Knightline.

Size Exchange of MTO Orders - Please read this section carefully before you place your order

Your custom shoes don’t fit? You can return only your first ordered pair of shoes in a new, unused and unaltered condition within a maximum of 5 calendar days of delivery. Please be advised in the case you remain unsure and undecided about your foot sizing, we request you to order just one pair to determine your correct foot sizing.
We will manufacture a new replacement free of cost on the new size. New size should be, at least, one full size above or below the original size (no half sizes).
To be eligible for a size exchange, your item must be unused and in the same exact condition that you received it. Specifically, no visible wear on the upper or sole of the shoe. It must also be in the original packaging. Bear in mind that you will be responsible for the returning shipping costs to our warehouse.

Size Exchange / Return Excluded Items

The following items are excluded from the standard return / exchange policies, and therefore can not be returned or exchanged due to fitting issues or any other circumstances.

• Orders that use any kind of exotic leather.
• Orders that are engraved / embroidered with initials or any other type of special customization.

When purchasing items like the ones above, make sure the size you request is the appropriate, and the your design selections are correct. No cancellation, modification, return or exchange can be accepted on these orders.

Defective Merchandise

If you receive a product that is faulty in any way, you will need to notify us within maximum of 5 working days of receiving the goods.

Depending on the issue, you might be asked to ship back the item at your own personal cost, so we can inspect the product at our factory. If we perceive the fault to be a genuine manufacturing fault/flaw, we will amend the issue or manufacture a replacement, and ship the item back to you at no cost.

If you do not report to us within the next 5 days of receiving your item, we will assume that you accept the goods. 

How do I make a return? (if applicable)
You must contact us first at (customerservice@theknightline.com) and we will then provide you with instructions. All products must be shipped back unworn and in the exact same conditions. The returned items will be inspected to see if you qualify for a return.

Returned merchandise that does not meet our return requirements will not be refunded nor shipped back. You will be able to collect rejected merchandise from our warehouse for the next 15 days after receiving our rejection email.


Knightline is a sister concern of Devisutra Private Limited.