Additional Returns Information
All Refunds and/or exchanges will be at our descretion.
All items must be returned in the condition in which you received them, with all tags
attached and packaging intact, etc. Items must not have been worn and must not have been
tainted by any odour, ie. smoke, perfume, aftershave, deodorant etc. Shoes with damage,
marks or scratches to soles or upper will be considered as worn and will not be accepted.
Shoes must be returned in their original unmarked box. Please do not use the shoebox as
outer packaging, but wrap this in something else to return. Defaced/spoilt shoe boxes will
not be considered to be in an acceptable condition.
Discount codes & vouchers
If a discount was applied to your original order, the amount refunded will
be adjusted to allow for the revised order value and appropriate discount level.
UK Free Delivery Offer
If you enjoy our free UK delivery offer but then return items which means
your order value works out to be less than £75.00 a standard delivery charge
will be deducted from the refund (currently £3.50). For more info and full
Terms and Conditions of our free delivery offer, please see here.
Credit notes are considered refunds, and so the credit note will be
for the price paid for the returned items only and not any delivery charges.
Unauthorised Returned items will not be accepted and/or processed. Please
ensure you obtain a Returns Authorisation Number (RAN) before you return any
items to avoid problems and delays. Please note, we cannot process your return
without your returns number. Don't forget to enclose this with your return parcel!
Non-EU International Returns
Items being returned from countries outside of the EU will have to fill in a customs form.
It is your responsibility that you declare the goods you are returning accurately and correctly.
You MUST declare the returning goods as 'Returning goods for refund/exchange'. If you do not
declare this on your returning parcel it may be delayed in UK customs or may be returned to you.
We are unable to pay any customs fees which are levied on parcels which are declared incorrectly
and it will be returned to you without being delivered. (Eg. a parcel which is declared incorrectly
is any which is declared as anything other than a return (ie. sale, etc) or any where the value of
the goods has been declared artificially high (ie. if you declare a £20 item as worth £100 etc). If
the goods which you have sent back to us are kept in customs because you have not declared the parcel
correctly, we will not have received them. Because it is your responsibility to declare the goods
correctly and accurately, legally you will not have returned the goods to us / kept them in your care,
and so will not be entitled to any refund / exchange.
In the case of items where packaging is considered part of the product - ie. Shoeboxs, Shoe
bags, presentation boxes, gift boxes etc we will not accept your return if this is missing,
spoilt or defaced. ie. If your shoes are delivered in a shoebox, you need to return the
original shoebox with your shoes in a saleable condition.
Shoes and Footwear
All footwear must be returned in the original shoebox. The shoebox must not
be damaged or written on. Footwear returned without a shoebox will not be considered
in its original condition and will not be eligible for refund or exchange.
Clothing printed with your own images and designs cannot be returned for refunds
or exchanges, unless the item is faulty. In this case, our usual returns and exchanges
policy applies. We cannot exchange or refund items bought in error, wrong size, etc.
Final Sale items cannot be returned, unless faulty. In this case our usual returns policy applies.
If your order is refused on delivery or uncollected and subsequently returned to us, we
will only resend at our descretion. Postage may have to be repaid for uncollected and/or
refused orders. Orders which are subsequently refunded because they are refused/not collected
may be subject to a restocking fee and/or couriers fees. If your order was despatched via courier
and was refused or not collected and you have not responded to our couriers calling cards and/or emails,
etc there will be additional couriers fees which will be applied to your refund.
You have 28 days from the day of reciept to return your item along with your return
authorisation number and form. Items recieved outside of this time frame will not be
eligible for refund. Refunds and/or exchanges will be at our descretion.
A full refund constitutes the price paid for a certain item(s). The Delivery service charge is not refundable.
We do not accept returns in person. As we are not a shop (online only) there are
no facilities for members of the public to visit and/or drop off returns.
Refunds and exchanges usually take only a few days to process but please allow up
to 28 working days. Refunds will be made via your original method of payment.
Where goods are returned in a damaged, worn or dirty condition, which indicates that
they have been worn or used after you have had a reasonable chance to inspect them on
receipt, we will consider you to be in breach of your legal duty to take reasonable care
of the goods and reserve the right to recover appropriate sums from you.
When trying on items of clothing, please ensure that you are not wearing perfume / aftershave
or a deodorant which may leave a scent or marks on the item. Also, while the items are in your
possession they are your responsibility. Please keep them away from odours which may taint the
items, such as smoke and tobacco or food. Please also ensure they are stored carefully while
in your possession so that they are not stained or damaged by pet hair, etc. We will be unable
to accept the return of any item where there is evidence that these instructions have not been
followed. The item must be returned in its original packaging with any enclosed documentation.
This returns policy does not affect your statutory rights.
For more information please read our Terms and Conditions.