Returns and Exchanges

We hope you’ll be very happy with your shoes. If for any reason you’re not we offer a hassle-free returns policy. Simply follow the instructions below and submit an online return or exchange request within 14 days of your purchase and we will happily refund or exchange your unwanted items. It is important that any unwanted items, unless faulty, are returned in a resaleable condition, unworn, undamaged and with all the original tags and packaging.

Exchanges

We are happy to send your exchange items out at no extra cost to you (subject to availability and for UK orders only) using the standard delivery service option. If you have requested an exchange then we will reserve the stock for you and send the replacement items out to you as soon as we have received your unwanted items. Please note we will send you regular emails to keep you up to date with your exchange request.

If you would like some help in choosing an exchange product then please contact us and we will be happy to advise on suitable options.

Refunds

If you would like a refund, we will reimburse you the cost of the item using the same method as you paid with. We’ll refund you as promptly as possible and within 7 working days of the goods being received. Please note we will send you regular emails to keep you up to date with your refund request. If you have used your loyalty points to pay for your original order we will refund your loyalty points back into your account. For example if you purchase a pair of £40 shoes and you use £10 worth of loyalty points, we will refund £30 back to your original payment method and refund 10 loyalty points back into your account.

Faulty Goods

If you have a fault with any of your items please fill out the returns form in the normal way and we will send you a Royal Mail pre-paid returns label, so you don’t have to pay for postage. Simply print the label out, stick it on your parcel and return the faulty goods back to us. Please include any images of the fault when you fill out your return request as this will allow us to deal with your request as quickly as possible.

Requesting a Return

YOU CAN NOW REGISTER FOR A RETURN OR EXCHANGE USING OUR NEW ONLINE RETURNS SYSTEM!

Benefits

  • Register for a return or exchange in just a few clicks
  • Track the status of your return online
  • Email notification service to keep you up to date with the progress of your return

To register for a return or exchange please login to your account on our website and then follow these simple steps;

  1. Click on Returns and Exchanges in the left-hand menu bar
  2. Click on Request New Return
  3. Select the order that your return or exchange relates to
  4. Fill out our simple online form and click submit and make a note of your RMA number
  5. Send your unwanted items back to us using one of the methods below.

Returning your Items to us

Once you have submitted your online returns form to us please fill out the returns form located on the back of your invoice and send the form along with your unwanted items back to us at the following address;

Happy Little Soles Unit 11 Pool Bank Business Park
High Street
Tarvin
Chester
CH3 8JH

Delivery Methods

Royal Mail – Small Parcels

For most single items, it is cheaper to return via Royal Mail. Please use normal 2nd class post and make sure you obtain a proof of posting certificate. There is no need to use ‘Special Delivery’ or ‘Signed For’ services.

If your parcel is larger than the defined maximum size for a Royal Mail small parcel then it will be cheaper to send via Collect+.

Collect+ - Larger Parcels

We recommend Collect+ for parcels over the maximum size for Royal Mail small parcels. Generally, this is the case for parcels of more than one large or two small pairs of shoes. Collect+ offers drop off points in over 5000 local stores. To send your parcel via Collect+ go to www.collectplus.co.uk, enter all your details, pre-pay for your selected service, print the Collect+ label and apply it to your parcel. Take it to a participating store and you’ll get a proof of return and a code to track your return on the Collect+ website.