This Policy has two separate tracks, and it matters which one applies to your order.
Track 1 — Statutory withdrawal (EU/EEA consumers). If you are a consumer in the EU/EEA, you have a 14-day right to withdraw from the contract without giving a reason. This right is given by law. It does not require our pre-approval, it is not conditioned on the commercial “unused” standard in Section 3 in the way that standard is written for Track 2, and it cannot be shortened or replaced by the commercial rules below.
Track 2 — Commercial returns. This track applies to U.S. customers and to any return that is not made under the statutory withdrawal right — for example, a change-of-mind return from an EU customer after the 14-day statutory window, or a return from a jurisdiction without a statutory withdrawal right. It sets the operational rules (authorisation, condition, process) for returns we accept commercially.
Where the two tracks produce different outcomes, the statutory right controls. Nothing in Track 2 reduces a right you have under mandatory consumer law.
1. What Must Be Disclosed Before You Order (and How It Affects a Return)
For footwear, the information shown before purchase determines both whether the product is fit for you and what you can return it for. This section states what we disclose and how it interacts with the two tracks.
1.1 Size system, conversion, and width. Every listing states the size system it uses — US, EU, UK, or centimetres — and the conversion we are applying. Where a shoe is known to run narrow, wide, or long, the listing says so. A “true to size” label without the underlying system is not a statement we make. If a material specification or size conversion that is material to your decision is not shown in the listing, contact us before ordering. We do not exclude or limit liability where footwear is not as described, or where a material specification was not disclosed and you could not reasonably have known it.
1.2 GPSR online offer information (EU sales). For offers directed to EU consumers, Regulation (EU) 2023/988 (GPSR) applies to footwear as a consumer product. Under Article 19, the product offer must clearly and visibly indicate at least: the manufacturer’s name and postal and electronic address; where the manufacturer is not established in the EU, the responsible person in the EU and their postal and electronic address; product identification including a picture and type; and any warning or safety information that must appear on the product or packaging, in a language easily understood by consumers.Each footwear listing presents this information at the point of offer. Where a warning applies — for example, a small-parts warning on children’s footwear — it appears in the listing.
1.3 Footwear labelling and pictogram meaning (EU sales). For footwear sold in the EU, Directive 94/11/EC requires labelling of the materials in the upper, lining and insole, and outer sole. Where footwear is supplied online, the listing presents the material composition for each of the three components together with an explanation of the pictograms used on the label. This is the online equivalent of the label a consumer would see in a physical store, and it is presented before the order is placed.
1.4 Why this matters for a return. If a return is caused by our failure to disclose a material specification, size conversion, or required warning that we were obliged to publish, the return is treated as our error under Section 2.2, and no deduction is made. If the return is for a customer reason (wrong size ordered, change of mind, the shoe does not fit), Track 2 applies, with the cost allocation in Section 2.2 and the condition standard in Section 3.
2. Track 1 — Statutory Withdrawal (EU/EEA Consumers)
2.1 The 14-day period and how to withdraw
The period runs from the day you physically receive the goods, not from the date the order is placed.
From 19 June 2026, Article 11a of Directive 2011/83/EU (as amended by Directive (EU) 2023/2673) requires online traders selling to EU consumers to provide a prominently displayed, continuously available electronic withdrawal function for contracts that carry a statutory withdrawal right. The function on the Site is separate from a commercial return request. You may also withdraw by email with a clear statement that you are withdrawing. You do not need our pre-approval, and you do not need to give a reason.
After notifying us, you must send the goods back without undue delay and no later than 14 days from the date you communicated your withdrawal. You bear the direct cost of returning the goods, because this Policy informs you of that cost before purchase, as Article 14(1) permits.
2.2 What we refund
On a lawful withdrawal, we reimburse all payments received from you, including the standard outbound delivery cost, within 14 days of being informed. We may withhold reimbursement until we have received the goods back or you have provided evidence that you have sent them. Refunds are issued to the original payment method (iDEAL or BLIK).
Where import duties or VAT were included in the amount you paid at checkout, that amount is a payment received from you and falls within the refund obligation. Where duties or VAT were absorbed by us under DDP and did not appear as a separate charge in what you paid, they are a cost we incurred, not a payment received from you; they are not added to the refund, and not deducted from it either.
We do not impose a restocking fee, a handling fee, or any other charge on a lawful statutory withdrawal beyond the direct cost of return postage that this Policy discloses.
2.3 Handling and diminished value
The benchmark for a statutory withdrawal is what you could have done in a physical shop. You may unbox, inspect, and try the shoes on indoors. Trying on shoes over clean socks or hosiery, on a soft or clean indoor surface, is not handling beyond what is necessary to establish their nature, characteristics, and functioning.The Court of Justice has held that charging a consumer simply for examining and testing goods acquired at a distance would defeat the effectiveness of the withdrawal right (Messner, C-489/07).
You may be liable for diminished value only where the handling exceeded the shop-floor standard — for example, wearing the shoes outdoors so the soles are scuffed, creased, or stained.The distinction is between evaluation and use: an indoor trial is evaluation; outdoor wear is use. This standard applies only where we provided the required withdrawal information. If we failed to provide that information, you are not liable for diminished value at all, however the shoes were handled.
Shoe box and packaging. A missing or damaged shoe box does not by itself entitle us to refuse a statutory withdrawal or to deduct an amount. The box is not the product; diminished value may be considered only if the packaging itself has a separate resale value that the absence or damage genuinely destroyed.
2.4 The narrow exclusion that does not apply to footwear in the ordinary case
Article 16(e) of Directive 2011/83/EU excludes the withdrawal right for sealed goods that are not suitable for return for health protection or hygiene reasons and have been unsealed after delivery. This exclusion is aimed at goods such as opened cosmetics or personal care products. It does not operate as a general “used shoes are non-returnable” rule. Footwear that has been tried on indoors is not, without more, a product that cannot be returned for hygiene reasons. A used-shoe exclusion would need to rest on a genuine hygiene or health basis specific to the product, not on a blanket commercial standard.
3. Track 2 — Commercial Returns
3.1 Return windows
| Situation | Window | Return shipping |
|---|---|---|
| Damaged, defective, or incorrect item (including wrong size sent) | 30 days from delivery | FEASTER VERNALCREST (prepaid label where available) |
| Parcel confirmed lost or undeliverable by carrier | 30 days from carrier confirmation | FEASTER VERNALCREST |
| Change of mind, wrong size ordered, the shoe does not fit | 14 days from delivery | Customer |
Commercial returns require pre-approval. Email with your order number, product name/SKU, and reason. For damaged or incorrect items, attach photos. We respond within 24 hours on business days with a Return Authorization number and the return address. An unauthorised commercial return may be refused or delayed.
3.2 Cost allocation
Return due to our error (damaged, defective, incorrect item, wrong size sent, or a material specification we were obliged to disclose and did not): we cover return shipping and refund the item price plus the standard outbound delivery cost. No deduction for the original outbound shipping fee.
Customer-reason commercial return (wrong size ordered, change of mind, the shoe does not fit):
- Return shipping is borne by you.
- Original outbound shipping fee ($6.99):** non-refundable. If the order qualified for free shipping at the **$150.00 threshold and the entire order is returned for a customer reason, the standard $6.99 outbound shipping cost we actually incurred is deducted.
- Import duties and VAT: where these were absorbed by us under DDP and did not appear as a separate charge in what you paid, they are not a payment received from you. For a commercial customer-reason return, non-recoverable import duties or VAT actually incurred may be deducted only where applicable law permits and the amount was disclosed before the return. Recoverability is limited: a non-EU merchant without a VAT registration in the destination country generally has no mechanism to reclaim import VAT, and duty drawback requires an active filing tied to the original import entry. If a recoverable amount is later refunded to us, we will pass it through to you.
Important: this deduction does not apply to a lawful statutory withdrawal under Section 2, to a return caused by our error, or where consumer law requires a full refund including outbound delivery. No restocking fee is charged on any commercial return.
3.3 Condition standard for commercial returns (“unused” for footwear)
For commercial, customer-reason returns, the shoes must be in a condition that allows resale as new. We treat a pair as eligible where it has been tried on indoors, on a clean or soft surface, and not worn outside. A pair that has been worn outdoors, creased at the toe box by prolonged wear, scuffed or dirtied on the outsole, stretched by extended use, or altered is not in a resaleable condition on this track.
A missing or damaged shoe box does not automatically disqualify a commercial return, but it may reduce the amount we can recover on resale, and that reduction is reflected in the condition assessment. We will state the basis for any condition-related reduction in the refund confirmation.
This commercial “unused” standard does not apply to Track 1 statutory withdrawals in the form stated here. For Track 1, the standard is Section 2.3 (shop-floor handling, evaluation vs use), not the commercial resale condition rule.
4. How to Initiate a Return
Statutory withdrawal (EU/EEA): use the electronic withdrawal function on the Site, or email with a clear statement of withdrawal. No pre-approval is required.
Commercial return: email with your order number, product name/SKU, and reason. For damaged or incorrect items, attach photos showing the pair and the packaging. We will respond with a Return Authorization number and the return address. Do not send a return to the sender’s address on the parcel; that address is the outbound origin, not the returns address.
Shipping the return: keep the tracking number and proof of postage. If you arranged the return shipping yourself, you are responsible for the parcel until it reaches us.
5. Refunds and Exchanges
Refund method: refunds go to the original payment method (iDEAL or BLIK). We cannot redirect to a different account.
Timing: statutory withdrawals are reimbursed within 14 days of being informed, subject to the withholding right in Section 2.2. Commercial returns are processed after inspection and can take up to 7 business days to appear on your account after initiation. This merchant-side timeline is separate from any timeline that applies between you and your payment service provider.
Exchanges: subject to availability. A size exchange on a commercial return does not extend or restart a statutory withdrawal period.
Cancellation before dispatch: you may cancel before dispatch and receive a full refund. Once dispatched, the statutory withdrawal right (where applicable) or the commercial return process applies.
6. Special Situations
Lost parcels (carrier-confirmed): full refund or replacement.
Incorrect or incomplete address: if the address you provided is wrong or incomplete and the parcel is returned to us, you are responsible for redelivery costs; original shipping fees are not refunded in that scenario.
Return parcels lost in transit: where you arranged the return shipping, you are responsible until the parcel reaches us. Keep the tracking number; we will assist with a carrier inquiry but cannot refund a return that never arrives unless the carrier confirms loss and the loss is attributable to a carrier we selected.
Items not purchased from FEASTER VERNALCREST: do not include them in a return. We will not forward them to a third party and may dispose of them after a reasonable holding period if unclaimed.
Refusal and failed clearance: if you refuse delivery of an order that conforms to the contract, or a parcel cannot be cleared because the destination customs authority requires documentation you have not provided, the order will be treated as a customer-reason return to the extent the law permits, and the deductions in Section 3.2 may apply.
GPSR recall remedy. If a product is subject to a safety recall under GPSR, you are entitled to a remedy choice of at least two of the following three options: repair, replacement, or adequate refund of at least the price paid.A recall remedy is separate from, and does not reduce, your statutory withdrawal right or commercial return rights under this Policy.
7. California Disclosure
If you are a California consumer, California Civil Code § 1723 requires a seller whose return policy is anything less than a full refund for any reason to display that policy conspicuously before the purchase is completed — typically on or adjacent to the product listing page and during the checkout flow, at or before the final payment confirmation step, in a manner reasonably calculated to be seen before payment is submitted.If a compliant disclosure is not made, California law gives the consumer a default right to return the goods for a full refund within 30 days of purchase on proof of purchase.
8. Contact
FEASTER VERNALCREST COMMERCE LLC
3096 Wellington Way, Lexington, KY 40503, United States
Email: [email protected] (Mon—Fri, 08:00—17:00 UTC−5)
Phone: +1 8597971799
Part number: 1530213