Our Commitment to Your Satisfaction

At Brooks Shoes Shop, we understand that finding the perfect fit is as important to your run as it is to your comfort. Just as we’re committed to providing premium running shoes and active lifestyle footwear, we’re equally dedicated to ensuring your complete satisfaction with every purchase.

Quick Policy Overview:

  • Return Window: 15 days from delivery date
  • Condition: Unworn, in original packaging with tags attached
  • Refund Method: Original payment method
  • Processing Time: 5-7 business days after we receive your return

Easy Returns & Exchanges Process

Step-by-Step Guide

  1. Initiate Your Return/Exchange

    Contact our customer support team at [email protected] within 15 days of receiving your order. Include your order number and the reason for return/exchange.

  2. Complete the Return Form

    We’ll email you a pre-filled return form. Print and complete this form, then include it with your return package.

  3. Package Your Items

    Place the unworn shoes in their original box with all tags still attached. Include the completed return form and any original packaging materials.

  4. Ship Your Return

    Send your package to our returns center at:

    Brooks Shoes Shop Returns
    195 Armbrester Drive
    Long Beach, US 90802

    We recommend using a trackable shipping service and retaining your shipping receipt.

  5. Confirmation & Processing

    Once we receive and inspect your return (typically within 3-5 business days), we’ll process your refund or exchange and send you a confirmation email.

Return Request Template

Use this template when contacting us about a return or exchange:

Subject: Return/Exchange Request – Order #[Your Order Number]

Email to: [email protected]


Dear Brooks Shoes Shop Customer Support,


I would like to request a [return/exchange] for my recent order.


Order Number: [Your Order Number]

Product(s) to Return: [Product Name, Size, Color]

Reason for Return/Exchange: [Please specify – Size issue, Wrong product, etc.]

Preferred Resolution: [Refund / Exchange for (specify preferred product)]

Please send me the return form and instructions at your earliest convenience.


Thank you,

[Your Full Name] [Your Email Address] [Your Phone Number – Optional]

Refund Information

Timeline & Method

We process refunds promptly to ensure you receive your money back as quickly as possible:

  • Processing Time: 5-7 business days after we receive and inspect your return
  • Refund Method: Refunds are issued to your original payment method
  • Shipping Costs: Original shipping fees are non-refundable
  • Return Shipping: Customers are responsible for return shipping costs unless the return is due to our error

Note: The time it takes for the refund to appear in your account may vary depending on your payment provider. Credit card refunds typically take 3-5 additional business days to process.

Important Exceptions & Conditions

Non-Returnable Items

For health and safety reasons, the following items cannot be returned or exchanged unless defective:

  • SOCKS (all types)
  • Any items marked as final sale in our SALE section
  • Products that show signs of wear or have been used outdoors
  • Items without original tags and packaging

Exchange Conditions

Exchanges are subject to product availability. If your desired exchange item is out of stock, we’ll contact you to discuss alternatives or process a refund.

International Returns

As we serve customers globally (excluding some Asian countries and remote areas), international returns follow the same process. However, please note:

  • International customers are responsible for return shipping costs and any customs fees
  • Refunds will be issued in the original currency of purchase
  • Processing times may be slightly longer for international returns

Need Assistance?

Our customer support team is here to help you with any questions about returns or exchanges. We’re committed to making the process as smooth as your run in our premium Brooks footwear.

Contact Our Support Team:

Email: [email protected]

Address: 195 Armbrester Drive, Long Beach, US 90802

Response Time: Typically within 24-48 hours

We appreciate your trust in Brooks Shoes Shop and are here to support every step of your running journey!