Please advise us of any suspected faults as soon as possible by emailing our dedicated faults email address - faults@happylittlesoles.co.uk. To help us resolve your fault query please include the following in your email.
- A description of the fault
- Your original order number (or the name and date of the order)
- 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.