Refund policy

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 service 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.

How to Return your Items

We are delighted to have teamed up with Swap returns to offer a new and improved returns service.

    1. Please register a return on our new Swap returns portal and follow the instructions on screen.
    2. Choose your preferred return method. Our free returns service is covered by Royal Mail, but we now also offer DPD as an alternative for £3.99.
    3. Once you have registered your return on our portal you will be sent a QR code via email. You will also have the option to print your label if you have access to a printer.
    4. Take your parcel (and your QR code if you have not printed the label) to your nearest post office or parcel drop off point.

    Important Information

    • Include a copy of the returns form in with your parcel. This will help speed up the returns process.
    • Ensure unwanted items are securely packaged in suitable packaging (Please feel free to reuse the packaging we sent your order in).
    • Do not stick any labels or tape directly on the shoe box as this will damage the box and make it unsuitable for resale.
    • To help us process your return as quickly as possible, please ensure any items you are returning are clean, neatly packed and in the same condition you received them in.
    • 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 you need any further assistance.

    Refunds

    We now offer two methods of refund.

    Store Credit Incentive

    Through our partnership with Swap we are now able to offer an incentivised store credit refund option. Through this scheme you will be able to claim your refund as store credit with a small bonus on top. The store credit you will receive will be stated during the returns process and if you choose this option your credit will appear on your account as soon as we have processed your return.

    Original Payment Method

    We will reimburse you the cost of the shoes using the same method as you paid with. 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.

    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.

    Exchanges

    If you love the shoes that you have purchased but they are not the right size, we now offer an exchange service through Swap returns. All you have to do is follow the on-screen instructions and select the size that you need. Once the return is complete your new size will be reserved and sent out as soon as we process your return. Unfortunately we are unable to offer exchanges for different items at the moment, but we are working on introducing this at a later date.

    Please note a small fee of £3.99 is applied to all exchanges to cover the postage of the new item. This payment is processed by Swap returns.

    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

    1. Our free returns service is only available on UK orders.
    2. The maximum parcel size for our free returns service is 610mm x 460mm x 460mm.
    3. 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).
    4. We must receive any returns within 28 days from the time you received the goods.
    5. 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.
    6. 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.
    7. A refund cannot be offered unless we have either received the goods and returns slip or received a proof of postage.
    8. Refunds can only be issued using the customers original payment method.
    9. 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.
    10. 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.
    11. 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.