When your shoes arrive, please take the time to try on your shoes on a carpeted area so you are happy they fit, look great and bring you joy!
If they don't, that's no problem. Due to Covid-19, we have temporarily extended our returns period from 30 to 100 days, and this applies to any items purchased from 1st Feb 2020. We will be happy to offer you an exchange, refund, credit note or gift voucher.
We are happy to refund or exchange any item returned to us in perfect condition with proof of purchase. All returned items must be as new, unworn and in the original packaging to allow us to resell them.
We aim to process your refund on the day of receipt of your returned goods. Refunds will be processed via the original payment method. Funds may take up to a further 5 working days to appear in your account but are usually back with you within 2-3 days.
If you have a fault with your item please call our customer service team on 01721 725 705, fill in our contact form or email firstname.lastname@example.org so we can help you.
There are four easy ways we recommend you return any unwanted shoes or boots, or exchange for a different pair.
Return your shoes with your receipt to your nearest branch, where we will be delighted to help.
Please note that PayPal purchases cannot be refunded in store. Purchases made using PayPal can only be refunded centrally, however, we can still accept the return at the store who will organise the PayPal refund with our central customer service team. Your PayPal account should be credited within 4 working days.
If you can't make it to a store, you can return your order using a Royal Mail tracked return service. This is a tracked and insured service. The Post Office will issue you with a receipt as proof of posting. There is nothing to pay at the Post Office; if you choose to use this service, there is a charge of £2.50 which will be deducted from your refund. If you are exchanging your order, we'll waive this fee.
Complete the returns form you received with your shoes with the appropriate returns code for each item you would like to return. Enclose the completed returns form in the shoe box. It's easy to create your label...just click this link https://www.royalmail.com/track-my-return/create/2213 and follow the instructions. Wrap securely in protective packaging and apply the Royal Mail label. If you would prefer that we e-mail you a returns label, please contact us at email@example.com or fill in our contact form.
If you don't have a printer, you can print your returns label at one of 1200 Royal Mail Customer Service points. If you would like us to post you a label, please just let us know.
If the item you are returning is larger or heavier than the Royal Mail limit (46cm x 46cm x 61cm and 2kg), please use one of our other recommended returns methods.
Customer who would like to use another courier and non-UK customers returning orders can do so at their own cost. Complete the returns form you received with your shoes with the appropriate returns code for each item you would like to return. Enclose the completed returns form in the shoe box. Wrap securely in protective packaging and return to the address below. Customers from outside the UK who would like an exchange should place a new order for the shoes they would like an exchange for. Click here to read our International Returns information page.
We strongly recommend you use a tracked postal service or courier when returning any goods to us. Please keep proof of postage as the parcel is your responsibility until it reaches us. On receipt of the goods, we will action your request.
Complete the returns form received with your shoes and enclose in the box before securely wrapping in protective packaging.
Contact us at firstname.lastname@example.org or fill in our contact form and we will email you a label for your parcel. Please print and attach this label to the package, removing any existing labels. The maximum weight is 30kg and the maximum dimension is 100cm for any one side with total girth no greater than 275cm.
Please take the parcel to your nearest DPD Local Pick Up Shop where you will be given a receipt with a tracking number. Click here to find your nearest DPD Local Pick Up Shop. You can expect to receive two confirmation emails, one when the parcel is on its way to us and another when it has reached us.
If you chose to use this service there will be a charge of £4 which will be deducted from the total value of your refund.
The quickest way to exchange your item is to place a new order, rather than risk us selling out of your ideal replacement. If you note on your Returns Note that you have ordered a replacement and use our Royal Mail tracked return service, we will not deduct a returns charge on your first order. Alternatively, please complete the returns form (received with your delivery) indicating what you are returning and what you would like in exchange.
We work hard to make sure that everything reaches you in perfect condition. However, if your order is not as you expect please just give us a call us on 01721 725 705 and we will sort it out as quickly as possible.