Reply from KURU FootwearApr 27, 2026
I’m so sorry for the frustration here. When you’re trying to return or exchange a gift, the process should feel helpful and straightforward, not confusing or like you’re hitting roadblocks. I can absolutely understand why this experience was disappointing.
Let’s unpack this a bit. We do process returns and exchanges for gifted shoes regularly. In those situations, we just need the original order number and the email address used by the purchaser so we can locate the order and get everything moving.
There are a few exceptions where we may be limited, such as final sale items, shoes outside our 91-day return window, or pairs purchased somewhere other than our website, like secondhand stores or ebay. KURU shoes are not sold by other retailers and are only available through our online store at kurufootwear.com. If the shoes were originally purchased directly through our website, we should normally be able to help.
At the moment, I’m unable to locate any previous phone, chat, email, or text correspondence under the name shown on this review, so I haven’t been able to verify what may have been discussed with our GURU team. I’d truly like the chance to review this personally and see what happened so I can help make it right.
Please send an email to [email protected] with the order number and/or the full name and email address of the original purchaser. I’ve also requested additional information through Trustpilot, including your email address, so I can try another way to locate your prior interaction.
Please do reach out. I’ll be keeping an eye out for your message and would love the chance to help turn this around
UPDATE 4/30:
Based on the information provided via email, it appears the shoes had been returned to us approximately a year ago by your mother and you were expecting an exchange but you did not receive it. We have made multiple efforts to locate any related order, return, exchange, or refund using the name, address, style, sizing details, and possible nickname variations provided. Unfortunately, without matching account information such as the original email address, order number, or payment details, we have not been able to verify the original purchase or determine what resolution may have already been completed at that time. Since you also do not have any photos of the shoes, and you don't have the shoes in your possession, we aren't able to verify that the shoes in question were from KURU at all.
When a matter is raised this long after the original transaction, it can be very difficult to accurately investigate and resolve, especially when key account details are unavailable.
While we are unable to issue a replacement pair under these circumstances, we still wanted to offer a gesture of goodwill and have provided $50 in KURU Cash to help with a future purchase. We appreciate the opportunity to review this and are sorry we could not fully reconstruct what occurred from a year ago.
