Delivery & Returns

RETURN POLICY

Full Price products

If you have changed your mind and wish to make a return for refund or exchange for a product purchased on www.awake-mode.com, you can make a return within 14 days of receiving your order. 

Any returned product should be in a resalable condition and in their original packaging. No refund will be processed for products that are returned incomplete or soiled.

Please note that earrings cannot be returned due to hygiene reasons.

Sale products

Please note that we do not offer refunds on Sale products. 

For any Sale product up to 50% off, we can offer an exchange of size if available or store credit. 

For any Sale product at 50% off and more, sales are final. 

For any additional information, please contact our Customer Care team at customercare@awake-mode.com.

Returns conditions

If you have changed your mind and wish to make a return for refund or exchange, you can make a return on your full price product within 14 days of receiving your order. 

The returned product will only be accepted in a new, unused and saleable condition with all tags attached. Any shoe should be unworn with no scratches on the soles or marks on the shoe box.

We would recommend to add an extra layer when packing the product to avoid any damage when delivered. Once received and examined with no sign of wear and tear, we will process the refund or exchange.

For any product received as damaged or faulty, please contact our Customer Care at customercare@awake-mode.com with some images of the issue. You have 14 days after receiving your order to make a return or exchange.

Please note that A.W.A.K.E Mode reserves the right to refuse a return in case of breach of our returns policy by making repeated returns.

Returns procedure

1. Please send an email to customercare@awake-mode.com briefly explaining the return reason for each of the items you are returning, and our Customer Care team will assist you further.
   
   

2. Our Customer Care team will send you the pre-paid return label to print and attach to the box. Products should be returned within 7 days of receiving the pre-paid label.
   
   

3. Place the product in the original shipping box and attach the return labels to the outside of the box. If you are using the original box, make sure you have removed the other shipping labels from the outside of the box. Please note that A.W.A.K.E Mode reserves the right to charge the customer for any cost incurred by using other courier than Fedex.
   
   

4. Book a collection with the carrier by calling the number provided along with the return label or drop your parcel in an allocated courier point. You can also find contact number by visiting their website.
   
   

5. Ensure you keep the postage receipt for your records.
   
   

6. Once we receive the returned item, our team will check that the product is in saleable condition. Once approved, we will email you and refund you within 14 days following receipt of the returned item. Please note that original postage and packaging cost is not refundable nor the international customs duties and sales taxes.
   
   

7. You will receive your refund in the original account corresponding to the original payment method.
   

EXCHANGE

We only offer size exchanges on the same product. Where available, replacement items will be dispatched within 14 working days.

If your chosen replacement size is not in stock, you will automatically be refunded in accordance with the Terms & Conditions and notified by email.

For alternative items, please place a new order on our website.

ORDER CANCELLATION

Please note that order cancellation can be accepted on Full Price or Sale product purchased on www.awake-mode.com by sending an email to our Customer Care team customercare@awake-mode.com and before receipt of the order confirmation.

Once the order is confirmed, we will be unable to cancel the order nor modify your order details (including size, style, shipping, billing address, contact number, delivery date). We recommend to return the product following the Return Process.

SHIPPING INFORMATION

Delivery time

For same-day dispatch, orders must be placed by 11 a.m. ET; orders placed after 11 a.m. ET will ship on the next business day.

Please note that the domestic shipping times outlined above apply to the continental U.S. only, and delivery to Alaska and Hawaii may require an additional 2–5 business days due to carrier restrictions.

All orders placed at us.awake-mode.com will ship from our New Jersey warehouse.

We do not ship to PO Boxes. For security reasons all our shipments require a signature at delivery.

Please note that we cannot guarantee estimated delivery times during sales and busy holiday seasons and/or due to potential shipping delays. During busy sale periods, order dispatch may take between 3-5 business days.

If we have not delivered your order within 21 days from the estimated delivery date, excluding international orders, you have the right to cancel the order.

A.W.A.K.E Mode is not liable for incomplete deliveries however they may be caused, but we will make sure you receive the missing pieces as soon as possible. If we have not delivered the outstanding pieces within 21 days from the estimated delivery date, you are entitled to cancel the outstanding pieces from your order.

Orders placed at awake-mode.com

For US orders placed via our international site, awake-mode.com, shipments will be dispatched from our Belgium warehouse; A.W.A.K.E Mode covers customs duties and clearance fees, though any delays caused by customs remain beyond our control.

Please be advised that a tax identification number (social security number) is required by US Customs & Border Protection for all shipments valued at $2500 or more. Our logistics partner will contact the consignee to request the tax identification number prior to delivering the shipment. Failure to provide the necessary information for custom clearance will result in the parcel being returned to the warehouse.