Refund policy

Return & Exchange Policy:

All In-stock, Classic, and Premier Build boots and shoes (except those marked as Seconds or Final Sale) are eligible for exchange or return for store credit only. A return must be initiated within 30 days of receipt through the Return Form. Once your return request has been processed, we will reach out for directions on how to return them to us.
The order must be in the same condition as received. Wearing anything outside of trying it on in your home will render it non-returnable and non-refundable.
Once received and processed, you will be issued a digital gift card, valid for one year from the issue date. Orders are limited to one return.

• Orders returned for store credit will receive a gift card less any shipping, duties or taxes paid on the original order.
  
• Clothing, socks and hats are not eligible for return or refund. 
• Belts and accessories can be returned for exchange or store credit.

Order Cancellations and Changes:

Cancelled orders incur a $20 cancellation fee that covers processing fees and must be requested within 24 hours of order placement.
Changes to an order must also be made within 24 hours of order placement.

Damages and issues

Please inspect your order upon receipt and contact us immediately if the item is defective, damaged, or if you receive the wrong item, so that we can evaluate the issue and make it right.

Classic and Premier Builds Program Terms and Conditions

NOTE: Lead times are based on past averages and serve as estimates, not guarantees, and may fluctuate through the year. Take this into consideration when ordering. 

Classic and Premier Builds are produced to order. The lead times for Single and Single Vamp w/ a Molded Sole footwear (Shoes, PHs, etc.) are estimated at 8-12 weeks. The lead times for Double and Triple Vamp footwear (Backcountry, South 40, Big Cambo, etc.) are estimated 12-16 weeks as there are more steps in these processes. Orders of this type cannot be changed or cancelled once they have been put into production.

With a Classic or Premier Build, if the fit is too large or small, you can exchange it within 30 days of delivery in unworn condition and we will put another pair into production for you in an adjusted size of your choice. Exchanges are limited to 1 per order and the production timeline for the second pair will be 8-16 weeks depending on the product type. 

Exceptions / non-returnable items

Russell does not accept returns or exchanges on Collaborations or products that were special ordered (footwear made to the measurements of your foot or with materials not offered online). Russell Moccasin does not accept returns or exchanges of products purchased through dealers. Please contact your dealer in this case. Unfortunately, we also cannot accept returns on gift cards.

Seconds

Our Seconds section contains pairs with aesthetic imperfections that do not affect the quality or function of the boot. These flaws could include things such as wrinkled leather, uneven eyelet spacing or crooked stitching. All Seconds are final sale and cannot be returned or exchanged for a refund or store credit. Please order accordingly.

Servicing

Russell offers repair and servicing to help keep our products in use for as long as possible. We reserve the right to refuse servicing if a product has been poorly maintained and too delicate to service. Prices listed on the Product Servicing page is the base pricing and may be increased if additional work needs to be done.