Refund policy

Return Policy

At LaceUp, customer satisfaction is important to us. However, at this time, all sales are final and we do not offer returns or exchanges on any of our products.

Order Issues

If you experience a problem with your order (e.g., you received the wrong item, or your order arrived damaged), please contact us within 7 days of receiving your package at info@shoplaceup.ca with your order number and a brief description of the issue. We will do our best to make it right.

Lost or Stolen Packages

If your package is lost in transit:

• Contact us as soon as possible at info@shoplaceup.ca. We’ll file a claim with the shipping carrier on your behalf.

If your package is marked as “Delivered” but you haven’t received it:

• Please verify the shipping address on your order.
• Check with your neighbors or local post office.
• Contact us with your order number and full shipping address.

Please note: We are not responsible for stolen or mis-delivered packages that are marked as “Delivered” by the carrier. Responsibility transfers to the shipping courier, and then to the recipient once delivery is confirmed. We’ll do our best to help you locate your package, but cannot guarantee a replacement or refund in these cases.

Custom and Wholesale Orders

Due to the personalized nature of custom and wholesale orders, these sales are non-refundable and cannot be exchanged once confirmed.