Last updated: 5 July 2026

We want you to love your Durawalk shoes. If something isn’t right, you have 7 days to exchange or return your order, subject to the simple conditions below. Exchange is the quickest option and our recommended first choice; refunds are also available as described here and in our Refund Policy.

Your 7-day window

  • You have 7 days from the date you receive your order to request an exchange or return.
  • You may try the shoes indoors during this period to check fit and comfort — but to stay eligible, the shoes and packaging must remain in re-sellable condition (see conditions below).
  • Remember you can also inspect the parcel at delivery before paying (open-box).

How it works — you ship it back to our Lahore warehouse

  1. Contact us first, within 7 days, on WhatsApp (+92 335 7714444) or email (support@durawalk.com) with your order number, what you’d like (exchange or return), the reason, and photos of the shoes and box.
  2. Once we confirm your request is eligible, pack the shoes safely in their original box and send the parcel back to our warehouse in Lahore yourself, at your own cost, using any reliable courier. Return address: Office #1, 17/A, 32/S, LOS Road, Near Islamia Park, Lahore 54000, Pakistan (Attn: Durawalk Returns).
  3. When the parcel reaches us, our team inspects it and we process your exchange or refund based on the result.

Eligibility conditions (please read)

To be eligible for exchange or return, the item must meet all of the following:

  • Requested within the 7-day window and pre-approved by our team.
  • Unused apart from a light indoor try-on — not worn outside or used in a way that leaves marks.
  • Not torn, cut, scuffed, creased from wear, stretched or otherwise damaged.
  • Not wet, water-damaged, stained, soiled, dirty, or carrying odour (e.g. perfume, smoke).
  • Returned in the original shoe box with all tags, inserts and any free items included. (Minor scuffs to the outer box from courier handling are acceptable.)
  • Accompanied by proof of purchase (order number).

What happens when we inspect your return

After the parcel reaches our Lahore warehouse we inspect the shoes and packaging, and one of the following applies:

  • Passes inspection — we process your exchange (dispatch the new size/style) or your refund. This is the normal outcome for shoes returned in re-sellable condition.
  • Only minor outer-box damage — if the shoes are perfect and only the outer box has minor damage of the kind that happens in courier transit, we treat the return as eligible and process a full exchange or refund with no deduction.
  • Product damaged but restorable — if the shoes show wear or damage that carries a repair/refurbishment cost, we tell you the assessed cost first. You can then (a) accept a partial refund with that cost deducted, or (b) have the shoes shipped back to you at your cost.
  • Product not in re-sellable condition — if the shoes are torn, worn outdoors, wet, soiled, stained or otherwise materially damaged, the item is not eligible. We will not issue a refund, and we will return the shoes to you at your cost.

Exchanges

  • Exchanges are the fastest resolution — ideal for a different size, colour or style.
  • For a change-of-mind exchange, you cover the cost of shipping the item back to us; we cover the cost of sending the replacement to you within Pakistan.
  • If the replacement costs more, you pay the difference; if it costs less, the difference is handled per our Refund Policy.
  • Exchanges are subject to stock; if your requested item is unavailable we’ll offer an alternative or a refund.

Damaged, defective or wrong item (our mistake)

If you receive a defective item or the wrong product, this is on us. Contact us within 48 hours of delivery with photos. Once verified, we arrange and pay for the return and send the correct/replacement item, or issue a full refund including any delivery charge you paid. Thanks to our open-box policy, we encourage you to check the parcel at delivery before paying.

Items that cannot be returned or exchanged

  • Shoes worn outdoors or used, or that are damaged, wet, soiled or missing their box/tags.
  • Requests made after the 7-day window.
  • Items clearly marked “Final Sale” or “Clearance – non-returnable” at the time of purchase. (An everyday “sale” or compare-at price does not by itself make an item final sale.)
  • Free gifts and promotional add-ons, unless faulty.

How to start a return or exchange

Message us on WhatsApp at +92 335 7714444 or email support@durawalk.com within 7 days of delivery with your order number, whether you want an exchange or return, the reason, and clear photos. We’ll confirm eligibility and share the return address before you ship anything back.