How can we help?
Find quick answers about orders, shipping, tracking, returns, sizing, payments, and other common questions about shopping with PAIR AVENUE.
Can I cancel my order?
Where self-cancellation is available, eligible orders may be cancelled within 1 hour of purchase.
After the 1-hour period, you may contact us to request cancellation as long as the order has not yet shipped. Once an order has shipped, it can no longer be cancelled through our standard cancellation process.
Can I change my address, size, or item?
Before shipment, you may contact us to request changes to your shipping address, product, or size.
Changes depend on processing status and inventory availability and cannot be guaranteed. Once your order has shipped, PAIR AVENUE can no longer modify these details.
I didn’t receive an order confirmation. What should I do?
First check your spam, junk, or promotions folder and confirm that the email address used at checkout is correct.
If you still cannot find the confirmation, contact PairAvenue@Outlook.com with your name and any available order details.
Why was my order cancelled or placed on hold?
Some orders may require additional review because of payment verification, suspected fraud, unusual purchasing activity, inventory issues, pricing errors, or address verification concerns.
If additional information is needed, we may contact you before fulfillment.
What happens if an item becomes unavailable?
If an item becomes unavailable after your order is placed, we may contact you to offer another available size or product, where appropriate, or issue a refund for the unavailable item.
How long does shipping take?
Orders are generally processed within 1–3 business days.
U.S. standard shipping is estimated at 7–10 business days in transit after processing.
International standard shipping is estimated at 15–20 business days in transit after processing.
How much does shipping cost?
Standard shipping within the United States is free.
Eligible international orders are charged a $20 USD flat shipping rate.
Where is my order?
Once tracking information becomes available, you will generally receive a shipping confirmation email containing a tracking link.
You can use that link to review the latest available carrier information.
Why hasn’t my tracking updated?
Tracking scans may occasionally be delayed while a shipment is moving between facilities, being transferred between logistics partners, awaiting a carrier scan, or undergoing normal processing.
A temporary lack of tracking updates does not necessarily mean the package has stopped moving.
My tracking says delivered, but I can’t find the package.
Check your mailbox, parcel locker, delivery area, household members, building staff, neighbors, and other secure locations where the carrier may have left the package.
We also recommend contacting the carrier directly. If the package still cannot be located, contact us with your order number and tracking information so we can review the available delivery records.
Do you ship internationally?
Yes, to countries and regions currently enabled at checkout.
If your destination cannot be selected during checkout, shipping is not currently available to that location.
Who pays customs duties and import taxes?
Unless checkout expressly states that duties or import taxes are included or collected in advance, customs duties, import taxes, brokerage fees, and other destination charges are the responsibility of the recipient.
These charges are separate from the $20 USD international shipping fee.
Can my order arrive in more than one package?
Yes. Orders containing multiple items may occasionally be split into separate shipments with different tracking numbers and delivery dates.
What is your return window?
Eligible U.S. orders may be returned within 30 days from the date the last item in the order is delivered.
Returned items must meet the eligibility conditions described in our Return & Refund Policy.
What condition must returned items be in?
Standard returns must be unworn, unwashed, unused, free from visible wear, and returned with original tags, shoe box, and packaging intact.
The merchandise must remain in a condition suitable for resale.
How do I start a return?
Email PairAvenue@Outlook.com before sending any merchandise.
Include your order number and reason for the return. Once approved, we will provide return instructions and the correct return warehouse address.
Where should I send my return?
PAIR AVENUE uses multiple return facilities, so the return address is not published as a single universal address.
Please contact us first. Do not send a return to our public business address unless our customer service team specifically instructs you to do so.
How much is U.S. return shipping?
For an eligible U.S. return that is not caused by a confirmed defect, shipping damage, or incorrect fulfillment by PAIR AVENUE, a $10 return shipping charge applies.
There is no additional restocking fee.
Can I exchange for another size or product?
Yes, eligible customers may request a direct exchange or choose to return the item for a refund and place a new order.
Direct exchanges depend on current product and size availability.
What if my item is damaged, defective, or incorrect?
Contact us within 7 days of delivery whenever reasonably possible and include your order information.
We may ask for clear photos or video. If we confirm a defect, shipping damage, or fulfillment error, PAIR AVENUE will cover the applicable return shipping cost and provide an appropriate remedy.
What if I notice a possible defect after wearing the shoes?
The unworn requirement applies to ordinary returns such as sizing or change-of-mind returns.
If a possible manufacturing defect becomes apparent after limited wear, contact us promptly with photos or video. Normal wear and tear, misuse, accidental damage, or improper care is not considered a product defect.
When will I receive my refund?
Returns are generally inspected after reaching the designated return facility. Once approved, we arrange the applicable refund promptly.
Refunds are returned to the original payment method. The final posting time depends on your bank, card issuer, or payment provider.
Can international orders be returned?
PAIR AVENUE does not generally offer voluntary change-of-mind returns for orders delivered outside the United States unless our customer service team expressly agrees otherwise.
Mandatory return, withdrawal, warranty, conformity, and other consumer rights provided by applicable local law remain unaffected.
How do I choose the correct size?
Sizing can vary by brand, model, and product. Please review the size information shown on the applicable product page before ordering.
If you are between sizes or need help comparing sizing systems, contact our customer service team before placing your order.
Why can sizing differ between brands?
Nike, adidas, New Balance, ASICS, Vans, Onitsuka Tiger, and other brands may use different fits, lasts, and size conversions.
A size that fits correctly in one model may feel different in another.
Why does the product color look slightly different on my screen?
Product images are intended to represent merchandise as accurately as reasonably possible, but color appearance may vary because of display settings, photography, lighting, manufacturing variation, or packaging.
Is PAIR AVENUE an official store for the brands sold?
PAIR AVENUE is an independent retailer.
Unless expressly stated otherwise, we are not affiliated with, sponsored by, endorsed by, or an official authorized retailer, distributor, agent, or representative of the third-party brands displayed on our website.
What payment methods do you accept?
Depending on availability at checkout, payment methods may include American Express, Apple Pay, Diners Club, Discover, Google Pay, Mastercard, PayPal, Shop Pay, and Visa.
The options shown at checkout are the currently available methods for your order and location.
Is my payment information secure?
Payments are processed through Shopify and applicable payment providers using their payment infrastructure.
PAIR AVENUE does not receive or store your complete payment card number.
Why was my payment declined?
Payments may be declined because of incorrect billing information, card issuer restrictions, insufficient funds, security checks, or other reasons determined by your payment provider.
Verify your information, contact your provider if needed, or try another available payment method.
Will I be charged in my local currency?
Product prices and checkout totals may be displayed in the currency applicable to your selected market or location.
The final currency and total payable are shown before you complete checkout. Your payment provider may separately charge currency conversion or foreign transaction fees.
How are refunds returned if I used more than one payment method?
Approved refunds are returned to the original payment method whenever applicable.
If multiple payment methods were used, the refund may be issued separately to the corresponding original payment methods.
We’re here to help.
Contact PAIR AVENUE customer service and include your order number when your question relates to an existing order. We typically respond within 24–48 business hours.
PairAvenue@Outlook.com