This rarely happens, but if it does, we're here to make it right. Please reach out to support@deltoroshoes.com as soon as possible. For us to help you as quickly as possible, please provide the following information when reaching out: original order number + a brief summary of the issue photos of the product (top + bottom + side views for each item - including both shoes if reaching out regarding a footwear order) photos of the original packing (shoe boxes, dustbags, etc. - please include any & all markings you see that might help us trace the root of the issue) note: after the return & exchange window passes, Del Toro reserves the right to deny refund requests