RETURNS FROM WITHIN UK (inc Northern Ireland)
We hope you will be pleased with your purchase. However, if you wish to return anything bought from us, we will be happy to refund or exchange a product provided it is in fully resalable condition. There is no time restriction on return time, as long as they’re in a resalable condition and unworn, in their original, undamaged box*, we’ll accept them back regardless of time. Please note, for hygiene reasons, socks and foot supports are non-returnable items.- To return your shoes please download and print out a Free Returns form here. Do NOT use the sticky label on the Delivery note, this is for returns OUTSIDE of the UK. Our Free Returns form requires Adobe Acrobat Reader, you can download it for free from here
- Fill in the returns form with instructions with how you would like us to proceed
- Take the parcel to your Post Office who will provide you with a Proof of Posting.
- You can use our Online Tracker (accessed by your order number and your email address) to find out if your return has been received by us. When it has, the status will show as 'Returned', and we will be dealing with your return request, be it an exchange, refund etc and you’ll be notified when we have processed your request.
RETURNS FROM REST OF EU and REST OF WORLD
There are no time restrictions on returns from outside the UK – as long as the shoes are unworn and in their original, undamaged box we will accept them back no matter how long you have had them. 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.
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.
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.
Any monies refunded are for the cost of the goods only. Postage is non-refundable.
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.
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.*
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.
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.
