The boots I returned were unworn, packaged to match original packaging (original box with original tissue, no tags removed, etc). I simply returned them for a larger size. I paid for shipping and an increase in price for the new boot. The House told me "no problem, we'll exchange them out", then when I got my CC receipt I noticed they stiffed me with the restocking fee. Lame is an understatement. Then they were intent on ignoring my inquiry. Had to apply a little pressure (BBB) to get a response.