Return & Refund Policy

Refunds & Returns

To process a return, PLEASE CLICK HERE

We have a 28-day return policy, which means you can request a return label within 28 days of receiving your item.

Please allow 2 business days for processing your return once delivered at our warehouse.

We will notify you once we have received and inspected your return and will let you know whether or not the refund was approved. If you are approved, your original payment method will be automatically refunded.

Please keep in mind that it may take some time for your bank or credit card company to process and post your refund.

To qualify for a return, the item must be unworn, unused, with tags attached, in its original packaging, and in the same condition as when received. This includes the shoe box. You will also require a receipt or proof of purchase. The item(s) have to be first scanned into the return couriers system 28 days from the date of your order.

Original packaging cannot be used for shipping, shoe box should be packaged in outer packaging to protect original packaging from damage during shipping.

Please keep your proof of postage in case there is a discrepancy, or we do not receive the returned item for some reason(s). 

If your return is accepted, we will notify you once it has arrived in the warehouse.

There is a mandatory £2.99 return charge all UK orders.

Problems and damages

Please inspect your order upon receipt and notify us immediately if the item is defective, damaged, or if you received the incorrect item so that we can investigate and resolve the issue.

For hygiene and safety reasons. Shoe care products cannot be returned due to the risk of contamination or misuse. Similarly, removing the hygiene seal on any product indicates that they've been opened and possibly used, making them ineligible for returns in all cases. This policy is designed to protect both customers and the integrity of the products.

Items that are not returnable

Certain items, such as sale items and personalised items, cannot be returned. We are unable to accept returns on sale items or gift cards.

Exchanges

We will waive returns fees on exchanges.

As our systems cannot facilitate direct exchanges you will need to place a new order with the correct size/colour and return the wrong item, we can then waive the return fee for you. Our systems need a new order number to waive the fee.

Please follow the following steps:
 
1. Place a new order for the correct size/colour.
2. Process your return here and add a note that includes your new order number 'Exchange order placed: *new order number*'. The warehouse will then know to waive the return fee.

Note: If the original item was purchased out of sale the fee will not be waived if the exchange item is in sale.

REST OF THE WORLD EXCHANGES

For international exchanges item value will be refunded as store credit for repurchase. Please note that shipping costs will not be refunded.3. Once your returned item has been received and processed in our warehouse your refund will be issued.

REST OF THE WORLD RETURNS

There is a mandatory non-refundable €8.50 or the equivalent (converted into local currency) return charge to cover third party and distribution centre charges.

Please reach out to our customer service team here to process your return.

Promotion-Specific Terms:

For purchases made under the "Buy 2 Pairs, Get 3rd Pair Half Price" promotion, standard return policy applies including the following:

    • If you return one or more pairs from the qualifying purchase (i.e., the two full-priced pairs or the half-priced pair), the promotion will no longer apply.

    • If you return one of the full-priced pairs, you will be refunded the full price paid for that pair. However, as the purchase no longer qualifies for the promotion (requiring two full-priced pairs), the half-priced pair will be reassessed at its full retail price. The difference between the half price and full price of the third pair will be deducted from your refund.

    • If you return the half-priced pair, you will be refunded the discounted amount paid for that pair (50% of its retail price).

    • If all three pairs are returned, you will receive a full refund for the amounts paid, subject to the items meeting our return conditions.

For purchases made under the "Buy 2 Pairs, Get a Free Shoe Care Product" promotion, the following applies:

    • To qualify for the free shoe care product, you must purchase two pairs of shoes in a single transaction.

    • Under our Health and Safety policy and procedures, shoe care products are not eligible to be returned.

    • If you return one or both pairs of shoes, the purchase no longer qualifies for the promotion (requiring two pairs of shoes to receive a free shoe care product). In this case:

      • Due to Health and Safety policy shoe care products are not eligible to be returned meaning its full retail price will be deducted from your refund.

    • If both pairs of shoes are returned, you will receive a full refund for the amounts paid minus the shoe care product RRP, subject to the items meeting our return conditions.