Refund policy
We want you happy with your Troll Flops. If something isn't right, here's exactly how we handle it.
Return window
You have 30 days from the delivery date to request a return.
To qualify, the item must be unworn, unwashed, free of sand and wear marks, and returned in its original packaging with any tags still attached. We can't accept sandals that have been worn outdoors — the whole point of the sole is that it leaves a mark, and it picks one up too.
How to start a return
Email support@trollflops.store with:
- Your order number
- The item and size you're returning
- The reason for the return
- Photos, if the item arrived damaged or incorrect
We'll reply within 2 business days with return instructions and an address. Please don't ship anything back before you hear from us — unauthorized returns can't be tracked to your order and may not be refunded.
Who pays for return shipping
We cover it when the item arrives damaged, defective, or isn't what you ordered.
You cover it for change-of-mind returns, wrong size ordered, or "didn't like it" returns. Original shipping charges are non-refundable in these cases.
We recommend a tracked service. We can't issue a refund for a return parcel that never arrives.
Damaged, defective, or wrong item
Inspect your order when it lands. If the sandals are damaged, faulty, or not what you ordered, contact us within 7 days of delivery with photos of the item and the packaging.
We'll send a free replacement or issue a full refund, whichever you prefer. In most cases you won't need to ship the original back.
Sizing
Check our size chart before ordering — fit varies from standard US and EU sizing. Ordering the wrong size is treated as a change-of-mind return, so you'd cover return shipping. We're happy to help you pick before you buy; just message us.
Non-returnable items
- Items returned more than 30 days after delivery
- Sandals showing signs of wear or outdoor use
- Items marked final sale or clearance
- Gift cards
- Free items received as part of a bundle promotion (unless the whole bundle is returned)
Refunds
Once your return arrives and passes inspection, we approve or decline it and email you either way. Approved refunds go back to your original payment method within 5–10 business days.
How quickly it appears depends on your bank or card issuer — some take another billing cycle to post it. If it's been more than 15 business days since we confirmed your refund, contact your bank first, then get in touch with us.
Bundle discounts are recalculated on partial returns. If returning one pair drops your order below the bundle threshold, the refund reflects the single-item price rather than the discounted rate.
Exchanges
The fastest route is to return the original for a refund and place a new order for the size or style you want. That way you're not waiting on the return to clear before the replacement ships.
Order cancellations
Orders can be cancelled for a full refund within 12 hours of purchase, provided they haven't been dispatched. After that, our fulfillment partner has already processed the order and we can't pull it back — you'd need to wait for delivery and start a return.
Email support@trollflops.store with your order number as soon as possible.
Lost or undelivered parcels
If tracking shows no movement for 20 business days after dispatch, contact us and we'll open an investigation with the carrier. Confirmed lost parcels are replaced or refunded in full.
If tracking shows the parcel as delivered but you don't have it, check with neighbours and your building's mail room first, then let us know. We'll help you file a claim with the carrier, though we're unable to refund parcels marked delivered to the address you provided.
Parcels returned to sender because of an incorrect or incomplete address can be reshipped once you cover the second shipping charge, or refunded minus the original shipping cost.
Before you file a chargeback
If anything's gone wrong, email us first. We'd genuinely rather fix it directly, and we can usually sort a replacement or refund faster than a bank dispute takes to resolve.
Contact
Troll Flops Email: support@trollflops.store Typical response time: within 2 business days
Nothing in this policy affects your statutory rights under consumer protection law in your country.