Return & Exchange Policy

Holiday Purchases

We want to make holiday shopping easier, that's why we've extended our return policy. Any purchases made between November 15- December 24, 2020 can be exchanged for store credit (sorry, no returns) up to January 15, 2021. Exceptions still apply.

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Changed your mind? No Problem! We want you to love your purchase, but if you have to return or exchange anything you can do so within 14 days of the original purchase date. All items must be in sellable condition, unworn, with hangtags attached and accompanied by the original receipt and method of payment. Some exceptions apply.

Exchanges

We will gladly help you with any exchanges within 21 days of the original purchase date. All items must be in saleable condition, unworn, with hangtags attached and accompanied by the original receipt and method of payment. Exchanges can only be done in store. Some exceptions apply.

When trying on any shoes we highly recommend trying them on carpet to prevent any damage, including taps being scratched in case the shoes need to be returned. Tap shoes with scratched taps cannot be returned.

Exceptions

Although most of our products can be returned or exchanged, some items are final sale:

  • cosmetics
  • custom and special orders
  • final sale (prices ending .87)
  • footwear worn with bare feet (Dance Paws, footUndeez, and all turner styles)
  • gift cards*
  • hair accessories
  • jewelry
  • masks
  • pointe shoe accessories 
  • socks
  • tights
  • underwear (including bras)
  • water bottles

*Gifts cards (including store credit) cannot be replaced if lost or stolen. 

Online Purchases

If you originally purchased your item online, you have the option to return in-store with original proof of purchase and method of payment. If you need to return your item by mail, the same conditions apply, however you must email the store within 5 days of receipt of delivery. Please quote your order number in the subject field of the email, identify the product you are returning and the reason. Someone will reach out to you within 48 hours.

Once you have received a response from us, you should mail your product to: 7-25 Victoria Road North, Guelph ON N1E 5G6, Canada.  If you are shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We cannot guarantee that we will receive your returned item.

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund. If your return is approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within 5 business days. 

Pointe Shoe Returns

In the event that you no longer need your pointe shoes, they can be returned or exchanged within two weeks from the date of purchase. Pointe shoes cannot be returned if ribbons or elastics have been sewn onto them or if they have any signs of wear. Shoes that have been fit during a pointe shoe fitting appointment are subject to a 20% restocking fee if returned.

Late or missing refunds 

If you haven’t received a refund yet, first check your bank account or credit card statement. There is often some processing time before a refund is posted. Then contact your bank or credit card company, it may take some time before your refund is officially posted. If you’ve done all of this and you still have not received your refund yet, please contact us at info@freestyle-dancewear.com quoting the order number in the subject field.

Gifts

If the item was marked as a gift when purchased in-store or online and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.

If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver.

Product Warranties

If you feel a product you have purchased from us is defective and under warranty with the manufacturer, please contact us immediately. We will advocate on your behalf to find a speedy resolution.