UK Orders
We offer a FREE RETURNS SERVICE for all UK orders (conditions apply).
We appreciate that buying shoes online can be a difficult task, so we have tried to make it easy for you by offering a hassle-free returns policy. Simply follow the instructions below, send back your unwanted shoes using our free returns label and we will happily refund you the cost of your shoes. We must receive any returns within 28 days from the time you received the goods. All items that are returned to us (unless faulty), must be in a resaleable condition, unworn, undamaged and with all the original tags and packaging.
Returning your items to us - Order Number Starting 000
Please note if you placed your order on our old website and your order number starts 000, please use the free returns label included with your order and follow the instructions on the back of your returns form.
Returning your items to us - Order Number Starting HLS
Our free returns service is managed by Royal Mail and you no longer need a returns label to send a parcel back to us.
If you are wishing to return any unwanted items to us, please register a return on our new returns portal and follow the instructions on screen.
Once you have registered your return on our portal you will be given a QR code, which you must take to your nearest post office along with your parcel. You do not need to print any labels at home as your return label will be created at the post office when they scan your QR code.
When sending your items back to us please make sure you do the following;
- Include a copy of the returns form in with your parcel. This will help speed up the returns process.
- Unwanted shoes are securely packaged in suitable packaging.
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Do not stick any labels or tape directly on the shoe box as this will damage the box and make it unsuitable for resale.
- Royal Mail have a maximum parcel size limit of 610mm x 460mm x 460mm. If your parcel is larger than this, please split your return into two parcels and create an additional returns label by visiting the Royal Mail website. Please email contact@happylittlesoles.co.uk if your return will not fit into two parcels.
Refunds
We will reimburse you the cost of the shoes using the same method as you paid with. We are sorry but we are not able to refund original shipping charges. In line with Consumer Contract Regulations if you would like to return your entire order and claim your original postage back (standard postage only) please send the goods back at your own cost and we will happily provide you with a full refund, including our standard postage charge of £3.99 (UK orders only).
We’ll refund you as promptly as possible and within 7 working days of the goods being received. Please note we will send you an email once your refund has been processed. Please note that when tracking your return it is marked as delivered once it reaches our local Royal Mail depot. It usually arrives at our warehouse within 2 working days after this date.
If you have used any store credit to pay for your order, your original payment method will be refunded first, before any store credit is refunded.
Exchanges
Unfortunately we do not offer an exchange service. If you would like to exchange any items we advise returning them for a refund using our free returns service and placing a new order online.
Faulty Goods
Please advise us of any suspected faults as soon as possible by emailing our new dedicated faults email address faults@happylittlesoles.co.uk. To help us resolve your fault query please include a description of the fault, your original order number (or the name and date of the order) and photographs showing the problem area so that we can decide how best to proceed. Please ensure that the photos show the following:
- The inside of the shoe showing the label
- The side profile of the shoes
- The outer sole of the shoes
- A photo of the fault(s) – close up of the fault and the whole shoe
Once we have received this information we will seek advice from the manufacturer on your behalf and in the case of a genuine fault offer to repair or replace the shoes. If we are not able to offer a repair or replacement then a credit or refund will be applied. Please note the faulty pair of shoes must be returned to us using our free returns service before we can process a replacement, credit or refund.
Please bear in mind that generally speaking any manufacturing defect will show up immediately or within the first couple of months of wear. Once a pair of shoes has been worn for much longer than this it is always difficult to judge what is just excessive wear and tear and what is genuinely an issue with the shoes. Some children are very hard on their shoes and it is important to take care of your shoes and ensure they are used appropriately to maximize their lifetime.
Cancellation
Under the Consumer Contracts Regulations you have the right to cancel your order without penalty within 14 days of your order date. You then have 14 days following this cancellation to return your items for a refund. If you wish to do this you will need to advise us in writing of this, simply returning your items does not count as canceling your order. This will be treated as a return rather than a cancellation.
You are liable to return the goods to us at your own cost and risk. Our free returns service does not apply to cancellations. In this case you must return your entire order and send them straight back to us with all packaging intact.
Returns Policy - Terms and Conditions
- Our free returns service is only available on UK orders.
- The maximum parcel size for our free returns service is 610mm x 460mm x 460mm.
- We are sorry but we are not able to refund original shipping charges. In line with Consumer Contract Regulations if you would like to return your entire order and claim your original postage back (standard postage only) please send the goods back at your own cost and we will happily provide you with a full refund, including our standard postage charge of £3.99 (UK orders only).
- We must receive any returns within 28 days from the time you received the goods.
- All items that are returned to us (unless faulty), must be in a resaleable condition, unworn, undamaged and with all the original tags and packaging.
- Please make sure you include a copy of the returns form in with your parcel to ensure your return is processed as quickly as possible.
- A refund cannot be offered unless we have either received the goods and returns slip or received a proof of postage.
- Refunds can only be issued using the customers original payment method.
- A refund will be refused if any damage has been caused to the shoe box as a result of tape or labels being applied directly to the box.
- If you have used any store credit to pay for your order, your original payment method will be refunded first, before any store credit is refunded.
- Our free returns service does not apply to cancellations.
Why do we offer free returns?
We simply want to make the process of buying shoes online as easy and straightforward as possible! Under Consumer Contract Regulations the onus is usually on the consumer to return the goods to us at their own cost, but due to the nature of our business we find a free returns system is more convenient and cost effective for the customer. If you are unsure on sizes or styles our free returns system means you can order a few pairs, try them on in the comfort of your own home and then return any unsuitable pairs without any hassle.
International Orders
Unfortunately our free returns service is only applicable for UK orders. If you are based outside of the UK and would like to return any items to us then please visit our international returns portal. Once we have received your return a refund will be processed using the same payment method that you used on the original order.