Help > Returns, Exchanges and Cancellation Policy

RETURN, EXCHANGE AND CANCELLATION POLICY

• Returns from UK
• Returns from EU and Rest of World
• Exchanges
• Refunds
• Cancellations
• Faulty Shoes

RETURNS FROM WITHIN UK (inc Northern Ireland)

We hope you will be pleased with your purchase. Should you wish to return anything bought from us, we will be happy to refund or exchange a product provided it is in fully resaleable condition. Returns should be made within a reasonable time (usually 14 days) and in original, undamaged packaging.*

• PLEASE USE THE RETURNS FORM AND THE FREEPOST PRINTED RETURN LABEL SUPPLIED IN THE BOX. This is NOT the sticky label - it's the one with the scissors and dotted line. 
• Take the parcel to your Post Office who will provide you with a Proof of Posting and a tracking number.
• Our online tracker (accessed by your order number and your email address) will show 'Returned' status when we have received it. PLEASE CHECK THIS FOR YOUR ORDER STATUS.
• If you did not receive a returns form. Click Here to download.

RETURNS FROM REST OF EU and REST OF WORLD

These should be received (or requested) within 14 days after the date your order was shipped to you. Please note our free returns and exchange service does not apply outside of UK.

The following information is very important regarding returns from outside UK - and should be carefully read :

• If you are returning goods from outside the EU – please ensure your package is clearly marked RETURNS. Also ensure all correct customs documents are completed and attached. If you do not do this – there may be UK customs duties levied on the goods and we cannot accept delivery. In this event the package is likely to be returned to you and you will be liable for the duty.  
• Use the peel-off sticky label on your delivery note for the outside of the package. 
• If you are returning items via Fedex, UPS or any other 'Courier Service', there is a charge levied of approx 30 UK Pounds (by them - not by us !!), and they will usually demand proof that Duty has been paid. Please note, if these charges are raised, we will have to charge it to you. Therefore - we suggest you use AIRMAIL via the POSTAL SERVICE in preference.

EXCHANGES

Please enclose a note - either on the Returns Form if you are in UK or on a copy of your invoice if you are outside UK - of your exchange requirements.

We do not charge an additional postage fee for your first replacement if you are based in the UK.

REFUNDS

These are normally processed within a week from the date we receive your return and by the same method you used for your original payment. During busy times it may take up to 30 days to process your refund. Your online tracker will read “REFUNDED” once processed.  TRACK YOUR ORDER for your order status - we provide this service to save you the hassle of emailing us. 

If the product returned is not in fully resaleable condition or the packaging is damaged, we reserve the right to refuse a refund on the item, or deduct up to 20% of the original selling price from the refund amount. This does not affect your statutory rights.

If you used our postage-paid return mailing label to return your goods then the cost of return shipping will be deducted from your refund unless the return is the result of our error.

CANCELLATIONS

You have the legal right to cancel your order within 7 working days of receiving the goods. If you wish to cancel using this right, you need to inform us in writing within 7 working days starting the day after you received the goods. You must take reasonable care of the goods and immediately return them to us in the normal way. We will not consider that you have taken reasonable care of the goods if they have been used in a way or to an extent beyond what would be reasonable when examining the goods in a shop before purchase. All promotional offers must be returned in their entirety.*

FAULTY SHOES

If you believe your shoes to be faulty, please send them back to us for inspection using the returns label provided. If you do not have a returns label, please download a new one here. This is not limited to 14 days, please contact customer services for more information.

If the shoes are faulty, we will refund you for the order in full provided you have proof of purchase, without this we can only offer exchanges for the same product.

*Note: These provisions do not affect your statutory rights relating to faulty or misdescribed goods or your right to cancel orders under the Consumer Protection (Distance Selling) Regulations, further details of which are available from your local Trading Standards Department or Citizens Advice Bureau.