We only offer replacements for manufacture defective items that were purchased through the Flojos.com website. If the item is deemed to be a manufacture defect, by following instructions below, we will replace it. Shoes that show signs of normal wear and tear will not be deemed as defective, nor will they be replaced. To proceed, please email us the following information to: CustomerService@Flojos.com Customer Name Customer Email Address Customer Phone Number Flojos.com Order Number (Order Number is located on all emailed documents such as: Order Confirmation, Order Tracking Update, Order Out for Delivery Notification, and Order Delivery Complete.) Please send the requested photos below: Photo close-up of damaged area Photo showing the complete view of top of shoe Photo showing the complete view of bottom of shoe Photo of the side view of shoe Please make sure you have written confirmation and instructions from Flojos Customer Service, before discarding the item. Flojos has a generous damage allowance with all our authorized dealers, this system is in place to account for possible item defects for purchases made in store. If your purchase was made at a store, please return to the store for a refund or item replacement. Should the store not be able to assist you, please email us with the above information, photos and store receipt, so we can see how best to assist you.