test KB for shoe depot
Can I cancel my return or replacement request?
The return request can only be cancelled at doorstep when the courier executive comes for the pick up.
Where will I receive my refund?
Refunds will be processed to the original payment method. For Cash on Delivery orders, we’ll ask you to provide your bank account details via a secure form.
How long does it take to get a refund after return?
Once the item passes quality inspection, the refund will be processed to your original payment method within 5–7 working days. You’ll be notified via SMS once the refund is processed.
I received a wrong, defective, or damaged product. What should I do?
We sincerely apologize for the inconvenience. If your order is incorrect, damaged, or defective, please: 1. Log in to your Metro Shoes account 2. Go to “My Orders” → select the product → click Return / Replacement 3. Choose the reason: “Wrong Product ...
What is the replacement policy?
We not offer an exchange/replacement policy at the moment. • Please initiate a return for the product • Once approved and refunded, you can place a fresh order for your desired size or design We’re here to assist you through the process for a smooth ...
How is the product picked up from my location?
• A courier executive will pick up the item from your registered address. (A quality check will be conducted before accepting the item.) • Please ensure the product is securely packed and ready. • Our delivery partners will attempt up to 3 pickups. ...
Do I need to return the product in its original packaging?
Yes, all items must be returned in their original box with tags and invoice. Damaged or unboxed returns will be declined.
How do I initiate a return?
You can raise a return request within 15 days of delivery: 1. Log in to your Metro Shoes account 2. Go to “My Orders” 3. Select the item and click “Return” 4. Choose a reason 5. Submit your request & you’ll get confirmation via SMS/email
Which items are not eligible for return?
We cannot accept returns for: • Used, damaged, or worn footwear • Items without original packaging or tags • Personal care products (e.g., foot sprays, socks, insoles) • Items marked as “Final Sale” or “Non-Returnable” on the product page
What is return policy?
We offer a 15-day return window from the date of delivery for our products. You can return an item if: • It is unused and in its original packaging • It includes the original tags and invoice • It is not a non-returnable category (e.g. socks, ...
Do you deliver on Sundays and public holidays?
Deliveries depend on courier partner availability in your area. Most partners deliver on Saturdays and selected Sundays, but not on public holidays.
Can I cancel the order after it's shipped to avoid delivery?
Once shipped, cancellation will not be possible via the website. However, you can refuse the delivery when it arrives.
Why does my order say “returned to origin”?
This happens if: Delivery was attempted multiple times but failed Address was incorrect You refused the package Refund for returned to origin orders will initiated once the order reaches the warehouse
What if I’m not home at the time of delivery?
ou can: Ask a neighbor or security personnel to accept it on your behalf Reschedule via the courier’s tracking link (if supported) Expect up to 3 delivery attempts before the order is returned
What should I do if the courier partner is asking for extra charges?
Metro Shoes does not allow any additional charges beyond what's shown at checkout. Please refuse to pay and report the incident immediately to our customer care.
Can I place an order and have it delivered to someone else?
Yes! Just enter the recipient’s name, address, and contact number while placing the order. Make sure someone is available to receive the delivery.
Do you deliver to international addresses?
Currently, we only deliver within India. Stay tuned as we explore international delivery options in the future.
My order status says "Shipped" but I haven’t received tracking details
Tracking details are usually updated within 24 hours of dispatch. If it’s been longer, contact customer support with your Order ID.
Why is my order delayed beyond the promised delivery date?
Delays can happen due to: Weather conditions Local restrictions or strikes High volumes during sale periods In such cases, we proactively notify you via SMS or email. If it’s been more than 2 days beyond the promised date, please contact us.
Can I change the delivery date once the order is out for delivery?
While we don’t support scheduled delivery through our platform, you can coordinate with the delivery executive once you receive the out-for-delivery message.
I received a damaged package. What should I do
If your package appears tampered with or damaged at the time of delivery: Do not accept the delivery, if visibly damaged If accepted, take photos or a video of the unboxing Contact our customer care within 48 hours with details. We'll initiate a ...
Delivery isn’t available at my address. What should I do?
Delivery may be unavailable due to courier restrictions, government-regulated zones, or remote areas. Try using an alternate address or check again later as more PIN codes are added regularly.
Can I schedule delivery for a specific date or time?
We currently do not support scheduled delivery. However, after your order is dispatched, you can coordinate with the delivery executive for a convenient time, depending on their availability.
What if I miss the delivery attempt?
Don't worry — our delivery partner will attempt to deliver your order up to 3 times. You can also call the delivery executive or reschedule via the tracking link if the feature is supported by the courier.
Will I be informed before the delivery is made?
Yes. Once your order is out for delivery, you'll receive an SMS or WhatsApp message with estimated delivery timing. Most of our courier partners also call before arriving at your location.
Can I choose my preferred courier partner?
Currently, we assign courier partners automatically based on your pin code and order size. We work only with reputed and trusted logistics companies to ensure quick and secure deliveries.
What should I do if my order shows ‘Delivered’ but I haven’t received it?
Sometimes, courier partners may mark an order as "Delivered" even before it's physically handed over. Here's what you should do: Check with neighbors, security personnel, or reception desks (especially for office addresses) Wait for 24 hours – the ...
Can I change my delivery address after placing the order?
Yes — but only if your order has not been dispatched yet. To change your delivery address: Contact our customer support team as soon as possible Provide your Order ID and new address. Once dispatched, the address is locked in and cannot be updated. ...
Do you offer same-day or express delivery?
At present, same-day delivery isn’t available. However, we’re working on introducing express delivery options in select pin codes. We currently partner with top logistics providers to ensure timely and safe delivery, but if you have urgent needs, ...
How can I track my order?
Tracking your Metro Shoes order is easy: Go to My Orders under your account Select the order you want to track Click on Track Order You’ll be redirected to our courier partner’s live tracking page. Alternatively, you can: Use the tracking number sent ...
When will I receive my order?
We process and dispatch orders as quickly as possible. Delivery timelines depend on your location: Metro Cities (like Mumbai, Delhi, Bangalore): 2 to 4 working days Tier 2 / Tier 3 Cities & remote areas: 4 to 7 working days Once your order is ...
What is Shoe Depot's Shipping Fee Policy?
we strive to provide fast, reliable, and convenient delivery across India. Here’s how our shipping charges work: Free Standard Shipping on orders above ₹1,000 Shipping Fee of ₹75 applies to orders below ₹1,000 Cash on Delivery (COD) is not available ...
Loyalty Program
4% of net bill value is given as points to the customer. Every year a birthday voucher was is given to customers (once a year in their birthday month) For any issues with loyalty points, please raise an issue to requests@capillarysupport.in
Exchange
Any unused footwear (with tags intact) can be exchanged within 15 days of the purchase. The customer needs to bring the footwear along with the valid purchase invoice. Please note: There is 'no refund policy'. The customer can only exchange for a ...
Staff Complaint
The complaints raised for any staff misbehaving with customer needs to be highlighted to the respective area manager & ops head or business head. The agent/supervisor needs to speak to customer and personally apologies. Ticket should be on follow up ...
Footwear Quality Complaints
The quality complaints raised have to be sent to the respective brands SPOC and we need to wait for their revert. We need to ask customer to share the exact issue what they are facing with the footwear and we need 4-5 clear images of the defect as ...