Refunds on Full-Price Items:
If you're not satisfied with your online purchase, we'll happily give you a full refund (excluding original postage costs, unless the item is faulty) for full-price items. You have 14 days from the date of receipt to return the item in its original, unworn condition with tags and labels. Please keep the returns tag attached. We'll process the refund when we receive the item.
Sale or Discounted Items:
Sale or discounted items are not refundable but can be exchanged or returned for a gift voucher. This must be returned within 14 days from the date of receipt to return the item in its original, unworn condition with tags and labels. Please keep the returns tag attached. We'll process the refund when we receive the item.
- Refunds are only available for full-price items.
- Original shipping charges are non-refundable, unless there's a product defect or our error.
For items bought between December 1, 2023, and December 25, 2023, you can request a credit note or exchange until January 9, 2023.
- Items must be sealed in their original packaging.
- Footwear boxes must be undamaged and in their original condition.
- All original tags must be attached.
- Any brand-specific packaging should be returned unused.
- Please ensure proper packaging to avoid rejection by Royal Mail.
Faulty items will be inspected and, if found to have a manufacturing defect, we'll offer a refund or exchange. We'll credit the returning shipping costs for our mistakes.
Distance Selling Regulations:
To use the 14-day cooling-off period, contact us before returning the goods. We'll process exchanges for full-price items.
Returns Using Our Free Service:
Items returned using our free returns service are covered for up to £50 worth of compensation for loss or damage during transit. If your items are worth more, consider using an alternative service at your expense.
Please retain a certificate of posting from the Post Office as proof of shipment.
EU and international returns
Returns for International Orders:
- For items purchased online outside of the UK and outside of the EU, you can return them within 21 days of receiving your order for a refund.
- For items purchased online outside of the UK but within the EU, you can return them within 14 days from the date of purchase for a refund.
Sale or Discounted Items:
- Sale or discounted items cannot be refunded but are eligible for a gift voucher or exchange.
Gift Vouchers and Further Exchanges:
- If items are returned more than once or outside the specified return window, they can be exchanged for a gift voucher or further exchange.
- Gift vouchers issued for returns last up to six months.
- When returning items internationally, declare them as "unwanted returns" for customs to avoid import duty charges passed on to you during the refund or exchange.
- Shipping charges on overseas orders are non-refundable, but this doesn't affect your statutory rights.
Cancelled International Orders:
- If you cancel an international order after shipping, you'll be responsible for the shipping costs. Contact your courier if you're unsure about the process.
- Return your goods to our Returns Department at the following address, including a Returns Authorization code:Returns Department
1st Floor, 54/56 Albert Road
Middlesbrough, TS1 1QD
Returning Items Using Royal Mail
UK Returns Information:
For UK customers, please be aware that the returns label we offer is not inside the package, but you can easily find the link below to print it out:
- The label provided is not free, and a fee of £5 will be deducted from your refund if you use it.
- If your return involves more than one parcel or the total weight is over 2kg, an additional charge may apply. Most shoes typically weigh around 1kg.
- This label offers a tracked 48-hour service and must be taken to a Post Office; it cannot be used with a postbox.
- The label provides insurance coverage up to £60 GBP. For items valued over this amount, please arrange additional insurance with your local post office or courier.
- If you need a replacement label or were not provided one initially, you can generate your own label using this link. Royal Mail will email you the replacement label.
- Double-check the contents of your returned parcel, as we confirm items received based on our records.
Please note that items over £100 are shipped free of charge, but returning part of the order may incur standard shipping fees. If you have any questions or need assistance, feel free to contact us.
Important Notice on Returns:
We want your shopping experience to be excellent. We offer a full refund for your online purchase (excluding original postage costs, unless faulty) within 14 days of receiving your items.
However, we would like to highlight that we do not accept returns for hygiene reasons on the following items:
Earrings, Underwear, and Swimwear:
For the health and well-being of all our customers, we cannot accept returns on earrings, underwear, or swimwear. These items must remain in their original, unworn condition with tags and labels due to hygiene concerns.
Your understanding of this policy is greatly appreciated. If you have any questions or need assistance, please contact our customer service team.