Dispute Resolution & Chargeback Policy
Dispute Resolution & Chargeback Policy
What happens if something goes wrong with an order, how we resolve it directly, and what to know about chargebacks before you go through your card issuer.
How we handle payment disputes, in plain language
A chargeback happens when a customer asks their card issuer to reverse a payment, instead of asking us directly. It's a real legal protection built into how card payments work, and it exists for good reason — but it's also a slower, more limited tool than simply contacting us, because your card issuer can only see the transaction itself, not the order, the shipment, or the conversation behind it.
This policy sets out how we handle order issues, what we consider a legitimate basis for a dispute, and what you can expect from us if a chargeback is ever filed against an order placed on Eww Sports Shoes. It applies to card payments made through our Shopify checkout by customers in the United States and Canada, the only two countries we ship to.
Nothing here limits your right to dispute a charge with your card issuer at any time. We simply ask that you give us the chance to put things right first, since most order issues can be resolved faster that way.
Most order issues are resolved faster this way
If an order arrives damaged, late, incorrect, or not as expected, reaching out to us directly is almost always quicker than starting a dispute with your card issuer. Here's what happens when you do.
Tell us what's wrong
Email info@ewwsportsshoes.com or call +44 20 3322 5623 with your order number and a description of the issue.
We look into it
We check the order, payment, and shipping records, typically within 2 business days of hearing from you.
We propose a fix
Depending on the issue, that might mean a refund, a replacement, or a correction, in line with our Refund Policy.
You stay in control
Satisfied? The matter's closed. Not satisfied? You remain free to contact your card issuer at any time — this process doesn't take that option away.
When a chargeback fits, and when a refund request is faster
Chargebacks exist for specific situations, mostly involving the payment itself rather than satisfaction with the product. Here's how we think about the difference, in good faith and in plain terms.
Generally chargeback-eligible
A charge you genuinely didn't authorise or recognise.
Payment taken but the order was never shipped or never arrived.
Charged the wrong amount, or charged twice for the same order.
What arrived is significantly different from what was listed.
Usually faster as a refund request
Changed your mind, within our published return window.
Wrong size ordered, or you'd prefer a different colour.
Order is delayed but still on its way — check tracking first.
A minor cosmetic concern you'd like us to look at.
How payment disputes are regulated in the US and Canada
We ship exclusively to the United States and Canada, so those are the two frameworks that actually shape how disputes work for our customers. Card network rules from Visa, Mastercard, and American Express sit on top of this and apply broadly across both countries.
Federal Consumer Credit & Payment Law
Payment Card Oversight & Consumer Law
What happens on your side, and what happens on ours
The records we may use to respond to a dispute
If a dispute is ever filed on a legitimate order, we're able to respond with records from the transaction itself. Being transparent about what we keep is part of being fair to both sides.
Order confirmation, with the exact items, sizes, and price agreed at checkout.
Payment authorisation details from Shopify's payment processing.
Shipping and tracking information, including delivery confirmation where the carrier provides it.
Any emails, calls, or messages exchanged with you about the order.
Account and checkout information captured automatically at the time of purchase, where available.
What happens if you go straight to your card issuer
You're always free to contact your card issuer directly — that's your right, and this policy doesn't change it. But if a dispute is filed on a transaction we believe was legitimate and that was never raised with us beforehand, we will respond with our order, payment, and shipping records, as card network rules allow us to. If a pattern of unwarranted disputes builds up on an account, we may decline to process future orders from it. We'd always rather resolve things directly, which is why we ask that you reach out to us first whenever possible.
How long this usually takes
We acknowledge any dispute notice we receive within 2 business days.
We gather and submit evidence within whatever window the card network sets, which is usually a matter of weeks rather than days.
Your card issuer reviews both sides and makes the final decision — we don't control the outcome, or the timeline, from that point on.
Depending on the issuer, full resolution can take anywhere from a few weeks to a couple of months.
This isn't legal or financial advice. This page explains how disputes and chargebacks generally work, and how we handle them. It doesn't override your cardholder agreement, your card issuer's own terms, or applicable law. For advice specific to your situation, contact your card issuer or seek independent advice.
Start here before starting a dispute
We're available Monday to Friday, 9:00 AM to 5:00 PM, Greenwich Mean Time. Outside these hours, send a message and we'll reply the next business day.
Last updated 21 June 2026. This policy should be read alongside our Refund Policy and Privacy Policy. Questions can be sent to info@ewwsportsshoes.com or via our Contact page.
Card network names referenced on this page — Visa, Mastercard, American Express, and Discover — are trademarks of their respective owners. Eww Sports Shoes and Wellnessmasco Ltd are independent and not affiliated with, sponsored by, or endorsed by any payment network.