Refund policy

Returns & Refund Policy

Last Updated: October 24, 2026

At MileTheory, we want you to feel confident about every purchase. If something isn't quite right — whether it's the fit, color, or the item you received — our team is here to help you find the best solution.

Email: support@miletheory.com

Changed Your Mind Before Your Order Ships?

If your order has not yet been fulfilled, contact us as soon as possible, and we'll do our best to cancel it for a full refund.

Once an order has been fulfilled or shipped, the return policy below applies, subject to your applicable consumer rights.

Our 30-Day Return Promise

You may request a return within 30 calendar days of receiving your order.

If your order contains multiple items that arrive separately, the 30-day period begins when the final item is delivered.

Return Shipping Deadline

Once your return request has been approved, you must ship the item back within 14 calendar days of receiving return approval.

  • The package must be handed over to the shipping carrier within this period.

  • The package does not need to arrive at our return facility within the 14-day period.

  • Please retain your shipping receipt or tracking confirmation as proof of shipment.

  • Returns shipped after the deadline may be declined unless an extension has been authorized by MileTheory.

Important: Submitting a return request within 30 days does not create an indefinite return period. Once approved, the 14-day return-shipping deadline applies.

These deadlines govern our voluntary return policy. They do not restrict any statutory rights, including applicable EU and UK cancellation rights or rights relating to defective or misdescribed products.

Return Conditions

For returns made under our voluntary 30-day policy, items must be:

  • Unworn and unused

  • In their original condition

  • Free from marks, dirt, odors, stains, or signs of outdoor wear

  • Returned with the original packaging and accessories where reasonably possible

For footwear, we recommend trying your shoes on indoors on a clean surface until you are sure about the fit.

Shoes showing evidence of outdoor wear, damaged soles, significant dirt, or other signs of use may be ineligible for a refund under our voluntary policy.

All returned items are subject to inspection before a voluntary refund or exchange is approved.

Your statutory consumer rights, including applicable EU and UK rights, are not limited by these conditions.

Start a Return or Exchange

The easiest way to request a return or exchange is through our online portal:

https://miletheory.com/apps/parcelpanel-returns/

Enter your order details, select the item you would like to return or exchange, and follow the instructions provided.

Once your request is reviewed, we will provide the applicable return instructions.

Please ensure that approved returns are shipped within 14 calendar days of approval, unless a different statutory deadline applies.

If you have difficulty using the portal, email us at support@miletheory.com and we'll be happy to help.

Please do not send a return to an address shown on your original parcel unless our return instructions specifically tell you to do so.

Exchanges

If your shoes don't fit or you would prefer another available size or color, we're happy to help with an exchange.

Replacement items are subject to availability.

For standard exchanges:

  1. Submit your exchange request within 30 days of delivery.

  2. Once approved, ship the original item within 14 calendar days.

  3. The returned item must arrive at our designated return facility and pass inspection.

  4. Once the return is accepted, we will arrange shipment of the approved replacement, subject to availability.

Replacement items are not shipped before we receive and inspect the original return, unless MileTheory expressly authorizes an exception.

For international orders, returning an item can sometimes be expensive compared with the value of the product. Where appropriate, we may offer an alternative solution such as:

  • A discounted replacement

  • Store credit

  • An exchange without requiring the original item back

  • Another mutually agreed solution

You are never required to accept an alternative resolution if you are otherwise entitled to return the item under this policy or applicable consumer law.

Who Pays for Return Shipping?

Change of Mind, Size or Color

If you are returning an item because:

  • You changed your mind

  • The size you selected does not fit

  • You would prefer another color or style

  • You no longer want the item

the direct cost of returning the item is your responsibility, unless applicable law requires otherwise.

This applies to both domestic and international returns.

There is no restocking fee for an eligible return.

Damaged, Defective, Incorrect or Not as Described

If we made a mistake, we'll make it right.

If your item:

  • Arrives damaged or defective

  • Is different from what you ordered

  • Is materially different from its description

  • Has another confirmed product fault

please contact us and include clear photos showing the issue, where available.

Where MileTheory is responsible, we will provide an appropriate resolution at no additional cost to you. Depending on the circumstances, this may include a replacement, exchange, refund, or covered return shipping.

Statutory remedies for defective or non-conforming goods are not limited by our voluntary return deadlines or conditions.

Refunds

Once your eligible voluntary return has been received and inspected, we'll notify you and process the approved refund to your original payment method.

For voluntary returns:

  • Returned items must meet the applicable return conditions.

  • Items showing signs of use or wear may be declined after inspection.

  • Refunds will be processed after the return has been received, inspected, and approved.

  • We will communicate the outcome if a return does not meet the requirements of our voluntary policy.

Please allow additional time for your bank, credit-card company, Shop Pay, PayPal, or other payment provider to post the refund after we issue it.

For returns made under our voluntary 30-day policy after any applicable statutory cancellation period has expired, original delivery charges are generally non-refundable unless required by law or the return results from an error by MileTheory.

For qualifying statutory cancellations, different refund deadlines and requirements may apply, as explained in the EU and UK sections below.

If an item has been handled, worn, or damaged beyond what is reasonably necessary to inspect or try it on, any adjustment to a statutory refund will only be made where permitted by applicable law.

EU Customers — Right of Withdrawal

If you are a consumer in the European Union and your purchase qualifies as a distance contract, you generally have a statutory 14-day right of withdrawal.

You may notify us that you wish to withdraw from your purchase within 14 days after receiving the goods without giving a reason.

After notifying us, the goods must generally be sent back within 14 calendar days of communicating your withdrawal.

For a valid statutory withdrawal:

  • You are responsible for the direct cost of returning the goods because we inform you of that responsibility in this policy, unless applicable law requires otherwise.

  • We will refund the purchase price and the cost of the least-expensive standard delivery option offered for your original order.

  • Additional delivery charges resulting from an upgraded or express shipping option are not refundable beyond the standard-delivery amount.

  • Reimbursement will be made without undue delay and generally within 14 days of receiving your withdrawal notification, subject to our legal right to withhold reimbursement until the goods are returned or you provide acceptable evidence that they have been sent back.

  • You may inspect the goods as you reasonably would in a store.

  • You may be responsible for diminished value caused by handling beyond what is necessary to establish the nature, characteristics, and functioning of the goods.

Nothing in our voluntary 30-day return policy reduces your statutory rights relating to faulty, damaged, incorrect, or non-conforming goods.

National consumer laws within individual EU countries may provide additional rights, and those rights remain unaffected.

UK Customers — Cancellation Rights

If you are a UK consumer purchasing online, you generally have a statutory right to tell us that you wish to cancel your purchase within 14 days after receiving your order, where the statutory right applies.

After notifying us of the cancellation, you generally have a further 14 days to return the goods.

For qualifying statutory cancellations:

  • You are responsible for the direct cost of returning the goods because this policy informs you of that responsibility before purchase, unless applicable law requires otherwise.

  • We will refund the purchase price together with the cost of our standard outbound delivery option.

  • If you selected a more expensive shipping service, such as express delivery, we are only required to refund the equivalent standard-delivery charge.

  • Where the goods are being returned, refunds will be processed without undue delay and within 14 days of receiving the returned goods or acceptable evidence that they have been sent, whichever occurs first.

  • You may inspect and try the item as you reasonably would in a physical store.

  • A reduction may be made where permitted by law if the item has been used or handled beyond what is reasonably necessary to inspect it.

Your rights relating to faulty, damaged, misdescribed, or otherwise non-conforming goods are separate from your change-of-mind cancellation rights and are not restricted by this policy.

Socks, Personal-Wear & Hygiene Items

For hygiene reasons, socks and similar personal-wear products cannot be returned under our voluntary return policy once they have been worn, washed, or used.

Where a product is supplied with a hygiene seal, additional restrictions may apply after the seal is broken where permitted by law.

This does not affect your rights if the product is faulty, damaged, incorrect, or not as described, nor does it remove any mandatory rights available to you under applicable consumer law.

Final-Sale Items

Items clearly identified as Final Sale at the time of purchase are not eligible for return under our voluntary change-of-mind policy.

This does not affect any statutory rights that cannot legally be excluded, including rights relating to faulty, damaged, incorrect, or misdescribed goods.

Delivery

Orders are generally processed and dispatched within 1–2 business days.

Estimated delivery is typically 6–12 business days, depending on the destination, carrier, customs processing, and other circumstances outside our control.

Tracking information will be emailed to you once your order ships.

Need Help?

Returns should feel straightforward, not stressful. If you're unsure whether you need a return, exchange, different size, or another solution, contact us and we'll be happy to help.

Return & Exchange Portal:
https://miletheory.com/apps/parcelpanel-returns/

Email:
support@miletheory.com

We aim to respond to customer messages within 24 hours.

Your Statutory Rights

This policy provides additional voluntary benefits and does not exclude, restrict, or replace any consumer rights that cannot legally be waived under the laws applicable to your purchase.