We have recently made changes to our returns policy and as a result any orders placed after midday on Thursday 12th April 2018 will be eligible for our new returns policy. For returns relating to orders placed before this time please see the instructions located on the back of your invoice.
Please note our free returns policy only applies to UK orders.
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 request within 14 days of your purchase and we will happily refund 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.
Returning your items to us
You can now return unwanted items to us for a refund using our FREE RETURNS service!
Once you have submitted your online returns request to us (see below) please fill out the returns slip located on your invoice paperwork and send the slip along with your unwanted items back to us using the pre-paid returns label included with your order.
Please ensure the unwanted shoes are securely packaged in suitable packaging. Do not stick any labels or tape directly on the shoe box as this will damage the box and make it unsuitable for resale. Simply attach the label to your parcel, drop it off at your local post office and obtain a proof of delivery receipt.
Please note Royal Mail have a maximum parcel size limit of 610mm x 460mm x 460mm. If your parcel is larger than this, please email us at firstname.lastname@example.org
If you didn't receive a free returns label in your original parcel or you have lost the label you can register for a free return by visiting the Royal Mail website
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.
Unfortunately we are no longer able to offer an exchange service from 12th April 2018. If you would like to exchange any items we advise returning them for a refund using our new free returns service and placing a new order online.
If you have a fault with any of your items please contact us immediately. You can call us on 01726 882286 or you can email us at email@example.com. Please note our office hours are 9am-3pm Monday to Friday.
Requesting a Return
YOU CAN NOW REGISTER FOR A RETURN USING OUR NEW ONLINE RETURNS SYSTEM!
- Register for a return 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 please login to your account on our website and then follow these simple steps;
- Click on Register a Return in the left-hand menu bar
- Click on Request New Return
- Select the order that your return relates to
- Fill out our simple online form and click submit and make a note of your RMA number
- Send your unwanted items back to us using the instructions above