Refund policy

Return, Exchange and Procedure Policies

Please read carefully our return policies to apply the appropriate regulations to your return or exchanges. If you have any questions, please contact customer service.

No monies will be refunded that was used to purchase merchandise. Within 14 days of purchase or delivery, merchandise is only eligible for store credit or exchange if they meet our terms listed below.

A $10.00 shipping label fee is charged per mailed back return. An approved label is not a guarantee that your product will be refunded or exchanged upon inspection in person. Any denied parcels received will either be disposed of or mailed back to the customer at the customer's expense.

 

 

Shipping a Return/Exchange:

You can conveniently request returns or exchanges through your online account here directly on our website. Follow the information below to be sure your item will meet our requirements before proceeding. To request an exchange, please use the note option to write in what you want in exchange for the returning item.

Items cannot be returned for store credit or exchanged fourteen days after purchase or the date posted by the mail carrier for delivery on your tracking information. You must have a valid receipt and items must be in the original packaging.

Returning packages must be post-marked from no later than the 14 day mark. Please take care of re-packaging items for return. No items will be accepted if tape or labels are directly placed on the product packaging (such as a box), or if pointe shoes are sent back without protective packing.

Items cannot be altered in any way (such as sewn, laundered, dyed) including items that had services rendered by Footlights. Merchandise must be unworn, in the original packaging, including tags attached. Undergarments, nylon tights, makeup, Special Orders and sales items are not refundable for store credit or exchangeable for any reason. Shipping charges to return the item are not refunded for store credit. Shipping charges applied to the original shipment are not refundable for store credit. We charge a flat rate of $10.00 for a return label which is provided to you via email upon approval. 

Defective items are to be determined by management upon inspection of the item in person. Customer assumes all responsibilities for shipping charges unless otherwise determined by Footlights management. Footlights has the right to deny a request.

If you believe you received the wrong item or defective item, contact us immediately. Defective items will not be exchanged or refunded by store credit after fourteen days from purchase.

 

Email: info@dancefootlights.com Phone: (301)-888-6901

  

All items are subject to rejection upon inspection by management. All items applicable for exchange will be shipped free of charge. All items that are deemed not refundable for store credit will be sent back to the return address from where the package was mailed and you will be notified via email or phone based on the contact information given with the package that your item was denied.

 

  

Modified/Cancelled Orders

In the event that we make a change to or cancel an order, we may attempt to notify you by contacting the e-mail and/or billing address/phone number provided at the time the order was made. Additional attempts may be made to any additional third-party business(es) you list as part of your contact information including but not limited to your place of work, school or a studio you dance at. We reserve the right to limit or prohibit orders that appear to be placed by dealers, resellers or distributors. We reserve the right to discontinue any product at any time on our site. We reserve the right to limit the quantities of any products or services that we offer. We reserve the right to block or void any orders attempted to be made by any person (or persons) who we feel is in violation of our Policies and/or conducting illicit activities, including but not limited to Credit Card fraud.

You agree to provide current, complete and accurate contact and financial information for all purchases made through our website and in store. We are not liable for any inaccurate information resulting in the failure to contact you in regards to attempts to cancel, modify or otherwise change or update the status of an order.

 

Refund Policy Regarding Orders Containing Merchandise No Longer Available.

You will be contacted with the details of what (if any) product you ordered that is no longer available from us or the manufacturer. You will automatically be reimbursed for this item via the payment method used.

If you have any questions regarding this matter, please contact Customer Service:

                            

         Email: info@dancefootlights.com  Phone: (301)-888-6901

 

Final Sale Items

         All items specified on the product page via markdown, or labeled as such as final sale are not returnable or exchangeable under any circumstances. All services rendered by Footlights such as alterations make the product a final sale product and cannot be applied to our Return or Exchange policies under any circumstance. We are not liable for any dissatisfaction of a product or service rendered. For questions or concerns regarding our Final Sale Items policies, please contact customer service:

 

Pre-Order Policy

         Items that are for Pre-Order (not available yet for immediate delivery) will be treated as a standard order and are subject to availability by the manufacturer. You will be notified to the Estimated Time of Delivery (or ETA) after your order is placed, please allow us up to 48 hours to collect this data. Paid Pre-Orders for standard stock merchandise are eligible for return by store credit or exchange within 14 days of when we receive it. If you have any questions regarding this process, please contact our customer service team:

 

Store Credits

If we grant a store credit, you will be given the information containing the total of your credit in person, via email or over the phone. All store credits contain an expiration date. Store credits cannot be "cashed out" for the cash value at any time under any circumstance. For more information regarding store credits, please contact our customer service team.

 

 Contact our customer service team at:

Email: info@dancefootlights.com Phone: (301)-888-6901

 

Gift Cards

All Gift Cards contain an expiration date. Gift Cards cannot be "cashed out" for the cash value at any time under any circumstance. Items purchased with a Gift Card cannot have the monetary value of the item returned to a credit or debit card and cannot be refunded in cash. For the security of the Gift Card value, the received Gift Card email contains the only accessible point to the Gift Card number for redemption. We cannot reissue or view a Gift Card number due to security limitations outside of our control. The only way to receive a Gift Card is via email. If you lose access to that email account or provide the wrong information, we cannot guarantee the Gift Card can be transferred to a new account without further payment penalties. For security purposes, we strongly advise using the valid email address of the purchaser instead of the receiver to ensure the card is securely received. At that point, the Gift Card can be forwarded to another email address, printed or otherwise distributed to the receiver from the purchaser. For more information regarding Gift Cards, please contact our customer service team: 

 

 CHARGE BACK ATTEMPTS:

 Any attempt to falsify a Charge Back Claim will be thoroughly investigated by our team. We will attempt to contact you at all outlets of contact provided to resolve the matter internally before submitting the proper documents to rectify any false claims with the third-party Credit Card Processing company (or companies). Failure to comply or rectify any falsified claims will result in immediate termination of use of our services. If you believe your credit card was used to purchase goods or services from us without your consent, please notify us and your credit card company immediately to resolve the matter efficiently and appropriately.

 

PAYMENT INSTALLMENTS:

 We offer ShopPay Installments (they are in partnership with Affirm), which eligible clients can use to breakup order totals between $50-$3,000 into four separate payments without disrupting the shipping+handling processing time. *Subject to eligibility check and approval. Estimated payment amount excludes taxes and shipping fees. This is a third party option, Footlights has no control over individual payment arrangements made with ShopPay/Affirm.

 

Pointe Shoe Fitting Policy

We do not fit pointe shoes for clients who intend to purchase elsewhere OR at a later time. Additional fees will be charged for those who mislead a fitter to conducting a fitting that results in non-purchase that falls solely on the decision of the client after a proper shoe has been determined, including after-hours fees, and a charge of $50 per half hour of your fitting, per fitter involved. These fees are not refundable or transferrable to a future purchase.

  

Studio Fitting Policies

         If you’re looking to have three or more students fitted at our Boutique, you must give at least 30 days notice to management. This is to ensure we have everything you need, including appropriate amounts of staffing to accommodate your students and our customers. Failure to schedule prior will cause your students to wait with our additional customers. This includes fittings for all styles of shoes and bodywear fittings.

 For more information, ask our SmartBot on our website or, contact customer service:

 

 

Footlights Fitting Fee

If you would like a fitting (for anything except pointe/demi shoes), but do not want to purchase the item(s) at the time of the fitting, you will have to prepay a $50.00 fitting fee. If you return within 14 days of the fitting to purchase the item(s) fitted, the $50.00 fee will be deducted from your total and all remaining funds applied as a store credit (with the exclusion of pointe/demi shoe fittings). 

This fitting fee is charged to all fittings conducted by our fitters for the purpose of only determining sizing without making a purchase with Footlights. 

 

Threats, Slander and Aggressive Behavior (Including Theft)

We as a company will not stand for aggressive behavior to be demonstrated by clients against our employees and/or other patrons of our establishments through public altercation inside our establishments or through our channels of communication such as social media outlets, phones and emails. Anyone in violation of this policy will be held to the highest standings of the law as applicable to their actions. This includes but is not limited to using derogatory language, yelling, intimidation, throwing of any objects (including monies), any behavior we feel is threatening, degrading and/or demeaning to our employees. Actions such as (but not limited to) threatening to sue us (or an employee) under falsified claims solely to incite fear and/or intimidate individual(s) to comply with demands against company policies, physically lunging at a person(s), physically assaulting, cornering, invading "personal" space, stepping behind the counter (or any employee-only section) for intimidation or an attempt at physical assault, including attempting to reach over the counter, making fists at or otherwise using bodily motions or objects to inflict fear or harm to any employee or other patrons. Any attempt to cause emotional distress to an employee or another patron will result in immediate removal from our establishments or immediate cease of communications and services provided. Any attempts made at threatening the lives or safety of our staff will be immediately reported to the proper authorities as well as to any known connected businesses we work with (such as studios). Any derogatory remarks, comments or slander will result in the possibility of permanent termination of our services as well as contacting any known connected businesses we work with (such as studios) as we feel fit to uphold the safety and integrity of our business. Any patron caught stealing merchandise will face permanent termination of our services and be immediately reported to the proper authorities as well as to any known connected businesses we work with (such as studios). 

Have a question regarding our policies, terms or services?