What if I want to send shoes back?

Returns Policy

If a pair of shoes is to be returned for a full refund, for any reason, it must be returned within 14 days of receipt, unworn and (in our opinion) in perfect condition and packed carefully* in the original packaging so as to avoid any damage.

*Please remember, when re-packing the shoes, that the shoes you return will be sent to another customer like yourself, who will be expecting them (and the packaging) to be in NEW condition.

Please fill in the RETURNS FORM, which is included with your order. The package must be sent by Royal Mail and you should get a certificate of posting stamped by the Post Office when you post the parcel. You, the customer, are responsible for the cost of the return postage.

PLEASE NOTE : There is also a delivery charge per replacement pair sent to you. To reduce the chance of ordering the wrong size in the first place, we STRONGLY RECOMMEND that you measure your feet BEFORE placing your order, and email us the measurements so that we can suggest the best size to order.

IF YOU FIND YOU NEED TO RETURN THE SHOES :

  1. FIRST OF ALL - Please email us or ring us, to explain what the problem is. Sometimes, a quick discussion can avoid unnecessary expense, inconvenience, or waste of time. We may need to advise you about what size shoes to try next, or a style may be out of stock, for example.

  2. IF THEY DON'T FIT - if the larger or smaller size you require is in stock, we will send a replacement pair in the size you specify on the RETURNS FORM. You can check availability online (Please don't ring to ask if there is anything else - ALL the stock is shown online.). If the required size is out of stock, we will email you and offer a refund or discuss the choice of an alternative style - please look out for any emailed response we may send.

    If you did not tell us your foot measurements before you ordered, please do so when you return them - and fill in the measurements on the RETURNS FORM - this will help us advise you as to which size will be better.

  3. IF YOU WANT TO SWAP THEM FOR A DIFFERENT STYLE, you just explain which style you would like on the RETURNS FORM. Remember to check availability, online.

    If there is any problem with sending the replacement pair you have requested, we will email you and offer a refund or discuss the choice of another style - please look out for any emailed response we may send.

  4. IF YOU JUST WANT YOUR MONEY BACK, for whatever reason, just say so on the RETURNS FORM and send them back. We will refund the purchase price of the shoes (but not the shipping charge).
What if the shoes are faulty when I get them?

  • The shoes are checked by us before posting, to ensure they are in perfect condition. If they are marked in any way when returned, we will not be able to offer them in perfect condition to someone else - so we will not be able to offer you a full refund.

  • If shoes break, it is generally for one of two reasons: either they break as a result of unusual or excessive force being applied, for example in an accidental trip or fall, or else because they were faulty at the time of purchase.
  • If you are sure they were faulty when you bought them, you should return them, as we have to inspect them to ascertain whether they were faulty or not when they were supplied to you. If this is not clear from a simple inspection, they may need to be sent to an independent expert for detailed testing, for which service there would be a fee.
  • If it proves to be the case that they were faulty, you would be entitled to a refund, repair or replacement. The postage you incurred in returning them to us would be refunded, as long as you supply a receipt which you must obtain when you post them back.
  • If it proves that they were not faulty at the time of purchase, you will not receive a refund for the shoes or the return postage, the shoes cannot be replaced or repaired, and they will be returned to you on receipt of sufficient payment to cover the cost to us of returning them to you. You would then have the option of having them repaired at your own expense.