Refund & Dispute Policy

Last updated: 2026-05-03

How escrow works

When you buy on Nellie Shoes, your payment is held in escrow on the platform. Funds are not released to the seller until either (a) you confirm receipt of the item, or (b) 7 days pass after the seller marks the order shipped without a dispute being filed.

Cancellations & self-serve refunds

You can self-cancel an order for a full refund up to 1 hour after payment, provided the seller has not yet shipped. Use the "Refund" button on the order detail page.

Disputes

After the 1-hour cancellation window, or if the item has already shipped, you can open a dispute on the order detail page. Common reasons include:

• Item was not as described (different size, condition, colorway);
• Item arrived damaged;
• Seller did not ship within 7 business days of payment;
• Suspected counterfeit.

Provide as much detail and photographic evidence as possible. Our team reviews disputes within 3 business days. Outcomes:

• Resolved for buyer: we refund the full amount via Stripe. The shoe goes back into the seller's inventory or is delisted depending on the nature of the issue.
• Resolved for seller: escrow is released. You may still pursue recourse via your bank/card issuer.

Stripe chargebacks

If you initiate a chargeback through your bank, the funds are reversed by Stripe and the order is marked as chargeback. We will provide Stripe with the order history and shipping evidence; the outcome is decided by Stripe and your bank, not by us.

Counterfeit policy

Listing or selling counterfeits is grounds for a full buyer refund, seller account ban, and potential reporting to brand owners. If you suspect a counterfeit, file a dispute and select "suspected counterfeit" as the reason.

Rate limits

To prevent abuse, each buyer may open up to 3 disputes per 30-day rolling window and one self-serve refund per order.

Sellers — your role

Sellers are notified by email when a dispute is opened and may respond with their own evidence within 3 business days. Failure to respond defaults to buyer-favored resolution.

Contact

For anything not covered here, see our Contact page.