WHAT IS YOUR RETURNS POLICY?
If the shoes aren't suitable, we're happy to accept back UNUSED items with their ORIGINAL PACKAGING within 365 days and offer a full refund or an exchange where available (subject to restocking fee). You will not have to pay the returns postage as a pre-paid label will be provided. If the item is faulty or if we've made a mistake with your order, we will be able to offer a full refund (restocking fee waived) or an exchange and reimburse your postage costs if applicable.
We're really sorry, but we are unable to take back used goods which are unsuitable or don't fit, or reimburse the postage costs incurred returning unused/unsuitable items to us. If a product is returned outside of our returns policy the parcel will be returned to sender. This is in addition to, and does not affect, your consumer rights.
HOW DO I RETURN MY ORDER?
Fill in the Returns Form that was enclosed with your order. Package the shoes carefully in their original box and a secure outer wrapper and apply pre paid label to the parcel. Return the package by using the Post Office counters and obtain proof of postage from the Post Office. Please do not post the package through the post box without obtaining a certificate of posting. Keep your certificate of postage safe as your will need this as your proof of return.
RETURNING FOR AN EXCHNAGE
If you are returning for an exchange you will not be charged for the return of your original order or your exchanged item. Upon receipt of your return you will be notified of the exchange being processed via email. If the desired item is no longer available a refund will be applied to your account and you will be notified of this via email.
RETURNING FOR AN REFUND
If you are returning for a refund you will not be charged for the return of your parcel. Your refund will be subject to a £3 re-stocking fee from any refund to your debit / credit card / PayPal account. This cost is in respect of the cost we will incur in administering the return. This is also applicable when Saturday delivery has been selected. However, we will not deduct a re-stocking fee in respect of products which were delivered faulty or incorrectly by us. Upon receipt of your return you will be notified of the refund being processed via email.
HOW DO I RETURN A FAULTY ITEM?
If you receive a faulty item and would like a refund or exchange, please state the fault on your returns note which you include inside the returned package. We will then examine the returned product and will notify you of an exchange or refund you are entitled to via email within 10 days of the item being posted back.
HOW DO I RETURN AN INCORRECT ITEM?
If you receive an incorrect item and would like a refund or exchange, please tick the ‘incorrect item’ option on the returns form which you include inside the returned package. We will then examine the returned product and will notify you of an exchange or refund you are entitled to via email within 10 days of the item being posted back.
HOW LONG WILL IT TAKE FOR MY RETURN TO BE PROCESSED?
Returns are normally processed within 7-10 working days of the item being posted back to us. You will be notified once your return has been processed via email.
In the event that we do not receive your returned goods after 10 working days, we will ask you to provide the certificate of posting from the Post Office as proof of postage. We reserve the right to refuse a refund if you are unable to provide the certificate of posting.
We will usually refund any money received from you using the same method originally used by you to pay for your purchase.
I HAVE LOST MY RETURNS FORM
If you have lost your returns form please mail us referencing your full name and order number, a returns form will then be emailed to you which you can print out.
Unfortunately we are unable to offer a free returns service to our overseas customers. For returns made outside the UK, these must be returned at your own cost. However you will not have to pay the restocking fee.
Please note that unless products are faulty, we will be entitled to recover any direct costs of having to recover the products from you. In such an occurrence we may set such costs against the amount re-credited to you in the refund.